Service Cloud 2

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

• Knowledge articles suggested by Einstsin

• Internal Chatter posts about the Case

• Upcoming Milestones for the Case's Entitlement

Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently. This includes providing access to job information such

as benefits, internal job openings, and mandatory employee training.

What should the consultant recommend to meet the requirements?

• Experience Cloud site

• Trailhead

• Einstein Next Best Action

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?

• Enable Chat in an Experience Cloud site.

• Allow comments on Knowledge articles.

• Create a self-service Help Center.

Which advantage does Salesforce provide with the OpenCTI framework?

• Agents can use telephony on a wide range of browsers and operating systems while only developing once.

• Developers can integrate with any telephony platform available with minimal need for customization.

• Agents can run their softphone at the operating system level, embedded in the task bar or system tray.

Cloud Kicks {CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple

CK departments.

What should the consultant recommend to an agent who wants to launch a Slack Swarm?

• Escalation rules

• Quick Action

• Apex trigger

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?

• Web-to-Case with Einstein Case Classification

• On-Demand Email-to-Case Threading

• Web-to-Case with reCAPTCHA enabled

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have

different support processes and fields.

Which feature should a consultant implement to meet the requirement?

• Omni-Channel

• Dynamic Forms

• Record Types

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires

quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.

Which methodology should the consultant recommend given the requirements?

• Hybrid

• Waterfall

• Agile

The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in

for support.

What should a consultant recommend to help decrease customer wait times?

• Create case escalation rules to route high-priority cases directly to supervisors for resolution.

• Create reports to analyze call data in order to understand peak times and ensure adegquate staffing.

• Set up analytical snapshots to capture key case information and create historical trending reports.

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product

release will require changes to dozens of articles. After revising the articles, CK wants to ensure that a prior article version stays associated with the closed

cases.

What is the recommended method to meet the requirements?

• Use Smart Link to Article to select the prior version.

• Select the *Flag as new version’ checkbox when publishing.

• Add "updated” to the name of the new article.