Service Cloud 6

How should a consultant configure a report that shows the average number of days that Cases stay open?

• Create a formula field on Case to calculate the average age.

• Create a report snapshot of the number of open Cases each day.

• Use the standard Case age field on the resort.

Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process. Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?

• Implement flow orchestration with Work Guides

• Implement a third-party app from AppExchange.

• Implement Guidance for Success and Knowledge articles.

Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue. Which solution should a consultant recommend to meet the requirements?

• Configure Omni-Channel Skills-based Routing.

• Configure Case Assignment rule and Omni-Channel Supervisor.

• Configure Omni-Channel Queue-Based Routing.

Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution. Which strategy should a consultant recommend?

• Create a dashboard using Reporting Snapshots.

• Create a dashboard for each support manager.

• Create a Dynamic Dashboard.

Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload. Which Omni-Channel feature meets the requirements?

• Use the most available routing model.

• Use Most Cases Closed report.

• Use the agents’ Presence Status.

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?

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

• Create reports to analyze data in order to understand peak times and ensure adequate.

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

A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation.

What is a recommended Service Cloud feature that improves the process?

• Macros

• Global Quick Action

• Quick text

Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers. Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?

• Case assignment rules

• Omni-Channel

• Case team

Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app. Which feature should a consultant recommend?

• Einstein Bots

• OmniStudio

• Messaging

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?

• Trailhead

• Einstein Next Best Action

• Experience Cloud site