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Question # 1
Which approach should a Service Cloud Consultant use to ensure that Lightning Knowledge searches only display articles for a service rep's product specialization?
A. Use article record types to restrict access for service reps by page layout assignment.
B. Create a data category for each product specialization. Assign data categories using permission sets.
C. Configure a private sharing model for Knowledge. Grant access to service reps through manual or group-based sharing rules.
Question # 2
The service center managers and IT team at Cloud Kicks have asked the consultant for a cost-benefit analysis after a new Service Cloud implementation. What measurement will reflect cost savings after the implementation?
A. KPIs for CSAT
B. Reduced license count
C. Reduced service rep backlog
Question # 3
Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products. Which approach should the consultant recommend to start. Al efforts at CK?
A. Review and address Case data issues and set up Einstein Classification Apps.
B. Review and address Case data issues and set up Einstein Article Recommendations.
C. Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.
Question # 4
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
Question # 5
Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume. Leadership would like to see the impact of surges on internal metrics. Which key performance indicator (KPI) should the consultant report on to meet the requirement?
A. First call resolution and cases per hour
B. After call work time and customer effort score
C. Abandon rate and average speed to answer
Question # 6
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will assist in strategic decision-making. Which type of report should the consultant include to meet the requirement?
A. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
B. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
C. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance
Question # 7
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers’ wait times and enable agents to handle more inquiries at a time. Which feature should a consultant recommend?
A. Case auto-response rule
B. OmniStudio
C. Salesforce Chat
Question # 8
Universal Containers (UC) is using skills-based routing to assign cases to service reps based on their relevant product specialization. UC also wants to automatically assign service reps to the next case to evenly distribute the case workload.
A. Least Active
B. Manual Push
C. Most Available
Question # 9
Universal Containers wants to set a custom field on the messaging session based on the URL from which the conversation originated. What should a consultant recommend to meet the requirement?
A. Use a Flow.
B. Use an Einstein Bot.
C. Use a macro.
Question # 10
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case. Where can a support agent verify that a customer is allowed to receive support?
A. Milestones
B. Entitlements
C. {0} Actions
Question # 11
After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case. How should the consultant resolve this issue?
A. Inform users that the only way to create articles is from the Knowledge component.
B. Enable Read/Write/Create permissions for Knowledge articles.
C. Add the Manage Salesforce Knowledge permission to the user's profile.
Question # 12
A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support. Which solution should the consultant recommend to prevent this scenario from happening in the future?
A. Add the Case's Entitlement related list to the Case Lightning Record Page.
B. Add the related Contact's Entitlement related list to the Case Lightning Record Page.
C. Add the related Account's Entitlement related list to the Case Lightning Record Page.
Question # 13
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation. Which best practice will help UC meet its SLA?
A. Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.
B. Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.
C. Use case auto-response rules to send an email to support managers within 1 hour of case creation.
Question # 14
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?
A. Einstein Bots
B. OmniStudio
C. Messaging
Question # 15
A manager would like information on which Knowledge articles are used most often by call center agents. Which report should a consultant use to identify the Knowledge articles that are used most often?
A. Knowledge articles with the most revisions
B. Knowledge articles with the highest ratings
C. Number of Knowledge articles attached to Cases
