Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case. What is the recommended level of case access for the Case Team role?
A. Territory Rule
B. Read-Only
C. Private
Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons 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. Update the Approval Process to Auto-launch.
B. Create a Lightning Web Component action for Approval Process.
C. Create an autolaunched Flow.
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly. Which feature should a consultant recommend to address this requirement?
A. Reports and Dashboards
B. Entitlements and Milestones
C. Service Contracts
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
A. Path for Cases
B. Escalation Rules
C. Einstein Next Best Action
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases. What should a consultant recommend?
A. Migrate child cases first.
B. Migrate parent cases first
C. {0} Migrate parent and child cases together.
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information. What should the consultant recommend to meet the requirements?
A. Enable Chat in an Experience Cloud site.
B. Create a self-service help Center
C. Allow comments on Knowledge articles.
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 report type should the consultant recommend when creating a report?
A. Use the Case Historical Trending report type.
B. Use the Cases with Milestones report type.
C. Use the Case Lifecycle report type.
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud. Which solution should a consultant recommend?
A. Email-to-Case
B. Chat with an agent
C. Knowledge base
Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history. Which feature should the consultant recommend to meet the requirement?
A. Use Slack for Service for Case Swarming.
B. Send Email Quick Action to loop in the stakeholders.
C. Use child Cases to interact with the partner.
Universal Containers has technical support and general customer service teams that use unique Service Console applications. Which configuration should a consultant use when deploying the console?
A. Assign the app to the User profile.
B. Assign a permission set granting the Service User license.
C. Assign the Service User license to their User record.