Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution. Which question should the consultant ask to determine the preferred solution?
A. Will customers access Knowledge articles through Experience Cloud?
B. Is support provided on a periodic basis and renewed annually?
C. Do multiple versions of the Entitlements need to be created and maintained?
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents’ daily call volume, including related case and contact information. How should the consultant recommend the report be created?
A. Build a report on Products with Activities grouped by owner.
B. Create a Custom Report type with Activities as the primary object.
C. Customize the My Team's Calls This Week standard report.
The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend?
A. Configure a self-service Knowledge Base.
B. Configure Skills-Based Routing for service channels.
C. Create auto-response templates for Case emails.
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency. A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses. What should a consultant recommend as a solution?
A. Set up quick text options in the utility bar to add article links.
B. Configure Lightning Knowledge component and related list actions.
C. Configure Lightning Knowledge component to auto attach article PDF.
Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents’ ability to find the appropriate answer while chatting with customers. What should a consultant recommend to meet this requirement?
A. Einstein Reply Recommendations
B. Einstein Article Recommendations
C. Action & Recommendations component
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created. What is the recommended option to prevent the creation of spam cases?
A. On-Demand Email-to-Case Threading
B. Web-to-Case with Einstein Case Classification
C. Web-to-Case with reCAPTCHA enabled
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels. Management would like to provide a method for service agents to handle duplicates and delete one of the cases. Which action should a consultant recommend?
A. Enable Case Merge.
B. Set up duplicate rules on Case.
C. Create an autolaunched Flow,
Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts. What should a consultant recommend that UC's Salesforce admin do in this scenario?
A. Postpone the release to the production org so the team can finish the project before therelease is deployed.
B. Disable updates to the sandbox so the team can continue using the solution without theupdates from the release.
C. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior tothe release being g deployed.
Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly. What should the consultant recommend to distribute cases?
A. Create queues with support agents and use assignment rules.
B. Predefine case teams and use assignment rules.
C. Configure Web-to-Case and use assignment rules,
In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?
A. Configure, develop, and test the application in a sandbox environment.
B. Develop training materials after configuring the application to prepare for user adoption.
C. Migrate data to the sandbox environment and verify successful migration.