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NEW QUESTION # 72
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?
- A. Omni-Channel routing
- B. Swarming
- C. Case escalation
Answer: B
Explanation:
For addressing complex issues requiring immediate attention and collaboration across multiple teams, recommending the swarming approach, particularly facilitated through Slack for Service, is advised. Swarming enables cross-functional teams to come together quickly to solve issues, leveraging collective expertise and improving resolution times for complex cases.
NEW QUESTION # 73
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?
- A. Customer view of case tab
- B. Custom report
- C. Custom Visual force page
- D. Custom related list
Answer: C
NEW QUESTION # 74
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A. Path for Cases
- B. Lightning Flow Component
- C. Lightning Guided Engagement
- D. Service Console Macros
Answer: C
NEW QUESTION # 75
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
- A. High Volume Customer Portal
- B. Customer Community Login
- C. Service Cloud Portal
- D. Partner Community Login
Answer: D
Explanation:
Partner Community Login is an Experience Cloud license that allows external users such as partners or resellers to access Salesforce features such as reports, dashboards, leads, opportunities, etc. This license also allows external users to run reports as specified users, which means they can see report results based on another user's data access level. This license meets the requirements of external support managers who need to view and execute reports with this ability. Verified References: [Experience Cloud User Licenses]
NEW QUESTION # 76
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
- A. Average call handle time by team
- B. Number of IVR inquiries without agent involvement
- C. Number of cases closed by a self-service user
- D. Number of cases created using portal
Answer: C,D
NEW QUESTION # 77
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
- A. Service Cloud Voice with Tele-pay
- B. Einstein Bots with Credit Card Payments
- C. Field Service with Integrated Payments
- D. Experience Cloud with Customer Account Portal template
Answer: D
Explanation:
Explanation
Experience Cloud with Customer Account Portal template is the recommended solution to meet the requirements of reducing service costs and improving customer relationship by allowing customers to pay invoices and update their contact information online. Experience Cloud is a product that allows you to create branded online portals for your customers, partners, or employees. Experience Cloud sites can provide self-service resources, such as knowledge articles, FAQs, forums, and case management. Customer Account Portal is a template that provides a pre-built site for customers to access their account information, such as invoices, payments, orders, contracts, or contact details. Customers can also update their profile, preferences, or communication settings from the site. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Customer Account Portal Template Overview
NEW QUESTION # 78
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
- A. Omni Channel with Queue-Based Routing
- B. Omni-Channel with Capacity-Based Routing
- C. Omni-Channel with Einstein Case Routing
Answer: C
Explanation:
To meet the requirements of providing support through multiple channels with a consistent customer experience, Omni-Channel with Einstein Case Routing is recommended. This solution uses AI to route cases to the most appropriate agent based on their certification and product line expertise, ensuring that customers receive knowledgeable and consistent support across all channels.
NEW QUESTION # 79
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers
- A. The report is a Summary or Matrix report.
- B. The report contains a chart.
- C. The report is shared with a Chatter Group.
- D. The report has a standard Report Type.
- E. The report chart is added to the Page Layout.
Answer: A,B,E
Explanation:
Explanation
These are three considerations when adding a report chart to a Console Component. The report must contain a chart that displays data in a graphical format. The report must be a Summary or Matrix report that groups data by rows and columns. The report chart must be added to the Page Layout of the object that the report is based on. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_components_report_chart.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_charts_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_format_types.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.reports_charts_adding_layouts.htm&type=5
NEW QUESTION # 80
What should a consultant recommend service agents use?
- A. Paused now interviews Lightning Component.
- B. Einstein Next Best Action Strategy Guilder.
- C. History tab on the Actions & Recommendations comporent.
- D. Recommendation Strategy Metrics related list.
Answer: C
Explanation:
Explanation
The History tab on the Actions & Recommendations component is a feature that service agents can use to review the actions they have taken on a case, such as applying macros, sending emails, or updating fields. The History tab also shows the outcome of each action, such as success, failure, or partial success. This helps agents keep track of their progress and troubleshoot any issues. Verified References: : Review Your Actions History
NEW QUESTION # 81
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?
- A. Implement Skills-Based Routing.
- B. Implement Einstein Bots.
- C. Implement Case Swarming.
Answer: B
Explanation:
For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.
NEW QUESTION # 82
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
- A. Number of Chatter files attached to cases.
- B. Number of published article views.
- C. Number of successful keyword searches.
- D. Number of content packs attached to cases.
- E. Number of articles associated to cases.
Answer: A,C,E
NEW QUESTION # 83
Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?
- A. Enable Feed Tracking.
- B. Install an AppExchange app.
- C. Create a new Case record type.
Answer: B
Explanation:
For the software engineering team at Cloud Kicks to track projects within Salesforce, an AppExchange app dedicated to project management would be the most suitable solution. These apps are designed to handle project tracking functionalities, including task assignments, progress tracking, and collaboration features, tailored to project management needs. This approach allows for a specialized tool that integrates with Salesforce, providing a seamless experience for the engineering team without repurposing or overextending the functionality of Service Cloud case management.
NEW QUESTION # 84
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Path for Cases
- B. Interaction Log
- C. Lightning Row for Service
- D. Lightning Process Builder
Answer: B,C
NEW QUESTION # 85
How should a consultant configure a report that shows the average number of days that Cases stay open?
- A. Create a report snapshot of the number of open Cases each day.
- B. Use the standard Case age field on the resort.
- C. Create a formula field on Case to calculate the average age.
Answer: C
Explanation:
To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times.
NEW QUESTION # 86
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. Reads the case
- B. All of the above
- C. Edits the case
- D. Adds a related comment to the case
- E. Adds an activity or sends an email from the case record
Answer: C
NEW QUESTION # 87
Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
- A. Create a Case Macro
- B. Define Case Escalation Rules
- C. Activate a Validation Rule
- D. Configure Process Builder
Answer: A
NEW QUESTION # 88
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?
- A. Workflow
- B. A Process Builder
- C. Assignment rule
- D. Validation rule
Answer: B
Explanation:
A Process Builder is the recommended tool to automate the approval process for certain article types and categories that require approval in KCS. A Process Builder is a tool that allows you to create automated workflows based on criteria and actions. A Process Builder can be used to create a process that submits an article for approval when certain conditions are met, such as the article type or category. A Process Builder can also be used to define approval actions, such as sending email alerts, updating fields, or posting to Chatter. Verified References: Service Cloud Consultant Certification Guide & Tips, Automate Article Approvals with Process Builder
NEW QUESTION # 89
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Route cases to agents in an alternate center.
- B. Disable the Interactive Voice Response (IVR) system.
- C. Monitor service level agreements (SLAs) and notify customers.
- D. Update the case status field values.
- E. Deliver training on case handling for contingent staff.
Answer: A,C,E
NEW QUESTION # 90
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