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Question # 1
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?
A. Create a report using the Case Lifecycle report type.
B. Create a report using the Case Age report type.
C. Create a report using the Case Historical Trending report type.
D. Create a report using the Case Snapshot report type.
Question # 2
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users. Which step is necessary to make articles visible in all the selected channels?
A. The Approval Process will automatically Publish.
B. Approve articles from the Knowledge approval page to Publish.
C. Agents must click Publish after the Approval Process.
D. Set the final approval action to “Lock the record for editing”.
Question # 3
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record. Which channel should a consultant recommend to meet these requirements?
A. Email-to-case
B. Social Customer Service
C. Chat
D. Web-to-case
Question # 4
Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases. What should a consultant recommend to meet the requirements?
A. Recent Items set to Account object.
B. History Utility in the Utility bar.
C. Actions & Recommendations component.
D. Screen flow launched from a global action.
Question # 5
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?
A. Keep all open in tabs.
B. Use a second Console session.
C. Define a custom List View.
D. Add History to the Utility bar.
Question # 6
Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.
A. Experience Cloud Create Case Form
B. Web-to-Case
C. Contact Request Flow
D. On-Demand Email-to-Case
Question # 7
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
A. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.
Question # 8
Universal Containers wants to be able to assign cases based on the same criteria they use for chat . Which feature should a consultant recommend?
A. Chat Queue-based routing
B. Case Skills-based Assignment Rules
C. Omni-channel Queue-based routing
D. Omni-channel Skills-based routing
Question # 9
Universal Containers wants to unify channels and manage agent workload with Omni- Channel routing. What required step Should a consultant address before configuring Omni Channel?
A. Customize service channel settings to define how the organization receives work fromvarious
B. Create a Salesforce Case to have Omni-Channel enabled.
C. Create the necessary objects in Salesforce.
D. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
Question # 10
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds. Which 3 best practices should a consultant recommend?
A. Import the records and use duplicate management
B. Deduplicate the data before importing into SF
C. Install data quality analysis dashboards from the appexchange
D. Standardize all rows to match salesforce data types
E. Import records and cretae a a worflow rule to change the data type
Question # 11
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
A. Use a Most Aavailable Routing Model which will assign to the agent that be availablenext.
B. Set Work Item Size Percentage of Capacity to only consume part of an agent’savailability.
C. Configure an Overflow Assignee with a user or queue outside the routing configuration.
D. Use a Least Active Routing Model which will assign to the agent that is the least overcapacity.
Question # 12
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?
A. Lead Assignment Rules
B. Queue-Based Routing
C. Skills-Based Routing
D. Lightning Flow for Service
Question # 13
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission. How should the administrator configure Salesforce to meet the requirements?
A. Create a screen-based flow accessible from the Experience site and internaly.
B. Add a custom Lightning component to the site and the Case Lightning record page.
C. Post a web to case form on the site and assign the case to the specialist for completion.
D. Use email to case for the client to submit the relevant information to the specialist.
Question # 14
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)methodology. Which two benefits can be expected from KCS adoption? Choose 2 answers
A. A knowledge article life cycle that is implemented correctly the first time and does notneed to change
B. A knowledge article life cycle that evolves based on usage and demand
C. Reduced issue resolution time
D. Reduced first contact resolution
Question # 15
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement?
A. Web-to-Case
B. Emebedded Chat Service
C. Customer Community
D. Case Assignment Rules
Question # 16
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue. What is the recommended feature to meet the requirements?
A. Self Service Knowledge
B. Workforce Engagement
C. Incident Management
D. Video Support
Question # 17
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. Service Console Macros
B. Lightning Guided Engagement
C. Path for Cases
D. Lightning Flow Component
Question # 18
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
A. Create reports to analyze call data in order to understand peak times and ensureadequate staffing.
B. Create a case escalation rules to route high-priority cases directly to supervisors forresolution.
C. Set up analytical snapshots to capture key case information and create historicaltrending reports.
D. Set up a Salesforce Customer Community that will allow customers to create casesonline.
Question # 19
Milestones can be added to which three object types? Choose 3 Answers
A. Work order
B. Case
C. Service
D. Entitlement
E. Account
Question # 20
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?
A. Prioritize the requirements based on who submitted them.
B. Identify the requirements needed for initial GoLive.
C. Provide a timeline that addresses all the requirements.
D. Organize the requirements from largest to smallest.
Question # 21
UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?
A. Change set
B. Manuallyre create the Permission sets
C. Create an Unmanaged package
D. Publish a Managed package
Question # 22
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answers
A. Customer community
B. Knowledge base
C. Service cloud console
D. Automatic call distribution
Question # 23
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents. What should a consultant recommend to meet the requirements?
A. Use translation Workbech to localize each Quick Text.
B. Set the Organization-Wide default to Public Ready Only.
C. Share the Folder with Quick text for each language.
D. Share each Quick Text individually to Public Groups.
Question # 24
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next. Which Knowledge dashboard should a consultant use?
A. Most Revised Articles
B. Most Linked Articles
C. Top Articles sorted descending
D. Search Activity Gaps
Question # 25
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes. What is the likely reason for the KPI change?
A. Self-service deflects easy cases, leaving more complex cases for agents.
B. Customers are spending additional time searching for answers.
C. Agents do not have access to the same Knowledge articles as customers.
D. Customers must spend additional time registering for the portal.
Question # 26
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customerconversations. Which two features will help meet the requirements? Choose 2 answers
A. Social Customer Service
B. Service Console
C. Messaging
D. Chat
Question # 27
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer. Which two features should the consultant suggest? Choose 2 answers
A. Standard Email-to-case
B. On-Domand Emali-to-Case
C. Apex Email Service
D. Web-to-Case forms
Question # 28
Cloud Kicks (CK) provides varying levels of support based on the customer’s Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones. What is the recommended Milestone Recurrence Type to meet the requirements?
A. No Resource
B. Sequential
C. Independent
D. Auto-Add
Question # 29
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?
A. Knowledge Only User
B. Satesforce
C. WDC Only User
D. Salesforce Platform
Question # 30
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers
A. Restrict the Manage Articles user permission
B. Set up an intuitive Data Category hierarchy
C. Enable and configure wildcards for article searches
D. Require that an article be added when closing a case
Question # 31
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. What should the consultant recommend to mitigation these concerns?
A. Deploy the configured and tested app to production, update the agent's profile to viewthe app and take away access to the old app.
B. Configure the new app in a sandbox. Use a change-set to push the configuration toproduction for testing and training.
C. Deploy the configuration from a sandbox to production during the next Salesforceversion update so the system only goes down once.
D. Configure the new app in developer org and use an unmanaged package to deploy toproduction.
Question # 32
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack. Which two feature should the consultant recommend as part of the deployment?
A. Select two Twitter or Facebook accounts.
B. Create and assign permission sets to give agents social account access.
C. Retrieve Social Studio credentials.
D. Enable the Moderation feature to automatically create cases from posts.
Question # 33
AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing. What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?
A. Service requests are assigned to a quruc where the technician can accept it.
B. Service requests are scheduled using Salesforce Field Service.
C. Service requests are asstgred to the technician using Omnt-Channel.
D. Service requests art assigned by the support reps to trie technician
Question # 34
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answers
A. Increased call deflection
B. Increased call routing accuracy
C. Reduced issue resolution time
D. Reduced support channels
E. Optimized use of resources
Question # 35
Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only. What should a consultant recommend to meet the requirements?
A. Configuration a Validation Rule to block on-click calling.
B. Set the Contact Do not Call field value to true.
C. Configure Dialer to use Voicemail Crop by default.
D. Use Dynamic Forms to conditionally hide the one-click field.
Question # 36
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system. Which two features should a consultant recommend to provide this functionality? Choose 2 answers
A. Salesforce Connect
B. Custom Objects
C. Middle-tier integration
D. External Objects
Question # 37
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. Which factor should a Consultant consider as part of the migration strategy?
A. Convert any articles containing HTML into plain text before importing because HTML isNOT supported in any article field types.
B. Verify that each article type has field level security on all fields set to read-only prior toimport, in order to prevent any loss of data.
C. Ensure that each existing article type has a corresponding Salesforce Knowledge articletype that matches its structure and content.
D. Prepare a single .csv file that can be used to migrate all articles types at once andinclude with a properties file in a .zip for import.
Question # 38
Which three are characteristics of Visual Workflow? Choose 3 answers
A. Apex code must be used to update fields in the database.
B. Elements can be used to pass data to legacy systems.
C. Apex code must be used to pass data to legacy systems.
D. Only one version of a flow can be activated at a time.
E. Elements can be used to update fields in the database.
Question # 39
Cloud Kicks uses the Service Console and work items to route cases to available agents. Service agents need a way to see work they have accepted and incoming items. Whichfeature should a Service Cloud consultant recommend?
A. Global Shared Macro
B. Omni-Channel Utility widget
C. Actions & Recommendations component
D. Personalised navigation menu
Question # 40
What are three necessary steps to test that the Omm-Channel implementation is routing correctly? Choose 3 answers
A. Change the owner to a queue associated with the routing configuration,
B. Log in as a user who is enabled for Omni-Channel access.
C. Enable Debug Omni Channel routing configuration in SttUp.
D. Open the Omni-Channel Supervisor tab.
E. Open the record you want to route.
Question # 41
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
A. Number of cases closed by self-service users.
B. Average call handle time by team.
C. Number of Knowledge articles created each month.
D. Number of cases created using Communities by month.
Question # 42
Universal Containers wants to implement a customer service community. The goal of the community is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?
A. Create a sharing rule to share the contact record with the community member.
B. Change the org-wide default for cases and contacts internal access to private.
C. Set up a sharing set to grant access based on the community member’s contact record.
D. Update the case assignment rule to add the community member to the predefined caseteam.
Question # 43
A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?
A. The Customer is shown the new Rep's name
B. Both Service Reps can chat with the customer
C. The chat transcripts and case are transferred
D. The Customer doesn't know they were transferred
Question # 44
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?
A. Social Persona for Twitter and Facebook.
B. Social Media Marketing message tagging.
C. Social Customer Service for Twitter and Facebook.
D. Einstein Bot social queues.
Question # 45
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?
A. omni Channel
B. Contact Request
C. Field Service
D. Mobile Connect
Question # 46
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.
A. in a Private sharing model, only queue members can take ownership or cases in theQueue.
B. In a Public Read Only sharing model, all jsers can take ownership of cases in theQueue.
C. In a Private sharing model, only queue members and direct reports can view cases in aQueue.
D. In a Public Read Only sharing model, al users can view cases in a Queue.
Question # 47
Which search mechanism should be used to find case comments from within the lightning service console?
A. Search utility component
B. Comment search component
C. Comments list view
D. Global search
Question # 48
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers
A. Knowledge search query with no results.
B. Knowledge articles with the lowest rating.
C. Number of knowledge articles in each data category.
D. Knowledge articles created by call center agents.
Question # 49
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth. Which methodoogy should a consultant recommend?
A. Extremen Programming
B. Lean Development
C. Scrum
D. Kanban
Question # 50
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.Mow can a consultant address this concern'
A. Improve Validation Ru!e messages.
B. Use Einstein Next Best Action.
C. Configure Path for Cases.
D. Implement record types and pege layouts.
Question # 51
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
A. Omni-Channel
B. Publisher Actions
C. Macros
D. Quick Text
E. Chatter
Question # 52
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp. What is the recommended case deflection solution?
A. Chat for Web and In-App
B. Digital Engagement Messaging
C. Social Customer Service
D. Einstein Bo
Question # 53
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? Choose 2 answers
A. Article Record Types must be created before the import.
B. Each Article Record Type must be in a separate CSV.
C. Article Record Types will be created as part of the import.
D. Multiple Article Record Types can be imported in the same CSV.
Question # 54
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
A. Create a case assignment rule to ensure cases are owned by a user when closed.
B. Use a data tool to update the owner field on closed cases.
C. Create a Process Builder and Flow to change the owner on closed cases.
D. Create a case validation rule to ensure cases are owned by a user when closed.
Question # 55
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement? Choose 3 answers
A. customer satisfaction Survey
B. Customer Purchase History
C. Customer Support Requests
D. Net promoter Score
E. Service Level Agreement
Question # 56
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
A. Add the Knowledge Component to the Service Console.
B. Add the Knowledge tab to the Console app.
C. Create email templates with Knowledge Articles attached.
D. Add the Suggested Article widget to the Case page layout.
Question # 57
Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object. Which three aspect should the consultant consider to meet the requirements? Choose 3 answers
A. Work order and customer contact escalation requiements
B. Visibility and accesst to the work order records
C. Total number of accound and contact records in the database
D. Accoun team relationship to the primary contact
E. Case closure rules on the original case
Question # 58
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production. Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers
A. Data Import Wizard
B. Change Sets
C. Data Loader
D. Mass Transfer Records
Question # 59
Ursa Major Solar’s support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation? Choose 2 answers
A. Workflow Actions
B. Milestones
C. Assignment Rule
D. Escalation Rule
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