Question 1

Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.What is the recommended feature to meet the requirements?

Options :

A : Lead Assignment Rules

B : Queue-Based Routing

C : Skills-Based Routing

D : Lightning Flow for Service

Answer: C

Question 2

universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.Which two strategies should a consultant recommend?

Options :

A : Dashboad folder sharing

B : Org wide default for cases set to private

C : Dynamic dashboards

D : Case Object permissions set to create and read

Answer: B,C

Question 3

vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultantconfigure to satisy this request ?

Options :

A : Create a macro to send an email with the article to customer

B : create an auto response rule to send the article to teh customer

C : create a workflow email alert to send the artilce to the customer

D : create a lightning email template to sned artilce to customer

Answer: D

Question 4

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handlingemail from five different time zones.Which solution should a consultant recommend?

Options :

A : Web-to-Case

B : Email-to-Case

C : Salesforce for Outlook

D : On-Demand Email-to-Case

Answer: B

Question 5

Universal Containers (UC) recently expanded sales to Mexico and Canada, UC wants Omni-Channel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue. Which solution should a consultant recommend to meet the requirements?

Options :

A : Configure Omni-Channel Skills-Based Routing.

B : Configure Case Assignment rule and Omni-Channel Supervisor.

C : Configure Omni-Channel Queve-Based Routing.

Answer: A