Question 1

What should a consultant recommend service agents use?

Options :

A : Einstein Next Best Action Strategy Guilder.

B : History tab on the Actions & Recommendations comporent.

C : Paused now interviews Lightning Component.

D : Recommendation Strategy Metrics related list.

Answer: A

Question 2

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.Which action should be taken to reduce the call volumes and escalations?

Options :

A : Create Knowledge Articles and publish internally and publicly.

B : Configure IVR routing to bypass Tier 1 for the product line.

C : Configure Omni-channel to assign cases directly to Tier 2.

D : Create a dashboard to track and manage call volumes by type.

Answer: A

Question 3

The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.Which reporting solution should a consultant recommend?

Options :

A : Create a report using the Case Lifecyle report type

B : Create a report using the Case age report type

C : Create a report using the Case snapshot report type

D : Create a report using the Case historical trending report type

Answer: A

Question 4

Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.What is the recommended license for the specialists?

Options :

A : Knowledge Only User

B : Satesforce

C : WDC Only User

D : Salesforce Platform

Answer: A

Question 5

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.What is the recommended method to decrease the time it takes to close cases?

Options :

A : Create Synonym Groups.

B : Create Article Translation.

C : Enable Suggested Articles.

D : Add Data Category Groups.

Answer: C