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Question # 1

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”. 

Answer : C Show Answer

Question # 2

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 

Answer : C Show Answer

Question # 3

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend? 

A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. 
B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. 
C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. 
D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. 

Answer : D Show Answer

Question # 4

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. 

Answer : A Show Answer

Question # 5

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. Service Cloud Portal 
B. Customer Community Login 
C. High Volume Customer Portal
 D. Partner Community Login 

Answer : A Show Answer

Question # 6

universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend. 

A. Contracts and SLASs
 B. Chatter Answers 
C. Contacts 
D. Cases 

Answer : B,C Show Answer

Question # 7

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. How should a consultant configure this requirement?

 A. Add the Knowledge related list to the Case record page. 
B. Add the Knowledge tab to the Service Console. 
C. Add Knowledge Data Categories to each Case. 
D. Add the Knowledge Component to the Case record page. 

Answer : D Show Answer

Question # 8

universal containers wants to unify channels and manage agent workload with omnichannel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

 A. Create SF cases to have omni channel enabled 
B. create the necessary objects in SF 
C. customize service channel settings to define how the org receives work various sources 
D. From setup select omnichannel and select enable omni channel 

Answer : D Show Answer

Question # 9

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 

Answer : C Show Answer

Question # 10

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. 

Answer : D Show Answer

Question # 11

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. 

Answer : A Show Answer

Question # 12

Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the consultant suggest?

 A. On-Demand Email-to-case 
B. Standard email to case 
C. Web to case forms 
D. Omni channel routing 

Answer : A Show Answer

Question # 13

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 

Answer : B Show Answer

Question # 14

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. 

Answer : A,B Show Answer

Question # 15

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements? 

A. Allow Comments on Knowledge articles. 
B. Implement Case Assignment Rules. 
C. Enable Chat in an Experience Cloud site. 
D. Create a self-service Help Center. 

Answer : D Show Answer

Question # 16

The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger 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. Average call handle time by team. 
B. Number of cases created - - Site by month 
C. Number of IVR inquiries without agent involvement.
D. Number of cases closed by a self-service user 

Answer : B,D Show Answer

Question # 17

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? 

A. Create Synonym Groups. 
B. Create Article Translation. 
C. Enable Suggested Articles. 
D. Add Data Category Groups. 

Answer : C Show Answer

Question # 18

After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production. How shoud a consultant correct this problem? 

A. Grant Authors acess to FAQ artcle type 
B. Set Article Or Wide to Public Read Write 
C. Add Authors to the FAQ data category 
D. Grant authors access to the FAQ records type 

Answer : D Show Answer

Question # 19

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement? 

A. Create separate data category groups for each division and assign the category to a division profile. 
B. Create a sharing rule for each division to provide access using the role hierarchy. 
C. Create a sharing rule for each division to provide access based on criteria of the article. 
D. Create a single data category group for each division and provide access using the role hierarchy. 

Answer : D Show Answer

Question # 20

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 

Answer : A,C Show Answer

Question # 21

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 

Answer : B Show Answer

Question # 22

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. Lightning Process Builder 
B. Interaction Log 
C. Lightning Row for Service 
D. Path for Cases 

Answer : B,C Show Answer

Question # 23

Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production. Which deployment solution should a consultant use? 

A. Change Sets 
B. Mass Transfer Records 
C. Data Loader 
D. Manual configuration 

Answer : A Show Answer

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