ServiceS68

A Service Cloud consultant has recently implemented a public Knowledge base. Which metric should the consultant use to measure the success of the implementation?. A. Monthly case volume. B. First call resolution. C. Average case resolution time.

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?. A. Use Smart Link to Article to select the prior version. B. Add "updated" to the name of the new article. C. Select the 'Flag as new version' checkbox when publishing.

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower-priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline. Which setting should a consultant configure to meet the requirements?. A. Skills-Based Routing. B. Secondary Routing Priority. C. Capacity Model.

Cloud Kicks (CK) wants to adopt artificial intelligence (AI) 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 AI products. Which approach should the consultant recommend to start AI efforts at CK?. A. Confirm there are enough closed cases and turn on Einstein Service AI Grounding with Cases. B. Review and address Case data issues and set up Einstein Classification Apps. C. Review and address Case data issues and set up Einstein Article Recommendations.

Universal Container's support department wants to ensure its AI agents' responses consistently reflect the company's brand voice and preferred communication style, while also being explicitly instructed on what types of responses to avoid. This level of control is crucial for maintaining brand consistency in customer interactions. What would be the most appropriate use of AI agents to address this requirement?. A. Agentforce Service Agent with standard topics and instructions. B. Einstein Bot to have a well-defined conversation structure. C. Agentforce Service Agent with custom topic instructions.

A global automotive company wants to enhance its service experience by integrating multiple sources of vehicle and customer data—including sensor data, service history, and financing details—into Salesforce. The goal is to gain a holistic view of customer interactions and vehicle health, trigger alerts based on real-time data, and route cases to the appropriate service channels. Which solution should a Service Cloud Consultant recommend?. A. Use custom objects and external services to store incoming data, and configure Flow to manage alerts and routing logic. B. Use Data Cloud to unify real-time data from multiple sources and power alerts, calculated insights, and case routing in Service Cloud. C. Use MuleSoft to sync data from external systems into standard Salesforce objects by using scheduled batch jobs.

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 service rep backlog. C. Reduced license count.

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems. When a customer calls into the call center, support engineers need to be able to view the customer's orders and provide information about replacement items. Which solution should a Service Cloud Consultant recommend for integration?. A. Utilize an AppExchange integration package. B. Utilize the Data Cloud CRM Connector. C. Utilize MuleSoft to integrate the systems.

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 Case Lifecycle report type. C. Use the Cases with Milestones report type.

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data. Which solution should a consultant recommend to meet the requirements?. A. Configure OWD for the Case object and implement Salesforce Shield. B. Configure Case Team with Read Write and field-level security. C. Configure View All for the Case object and field-level security.

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.

Cloud Kicks (CK) has rolled out a new Contact Center and is eager to understand the return on investment (ROI). CK has hired a Service Cloud Consultant to operationalize its reports. CK would like to understand the duration a case spends in each status. Which report type should the consultant use to achieve this?. A. Cases with Historical Trending report. B. Cases with Milestones report. C. Case Lifecycle report.

The support manager at Universal Containers is getting inaccurate support rep performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue. Which solution should a consultant recommend?. A. Use Data Loader periodically to assign these cases to a default owner. B. Create a case validation rule to ensure cases are owned by a user when closed. C. Create a case assignment rule to ensure cases are owned by a user when closed.

Cloud Kicks wants to ensure security for its contact center customers when they use the Agentforce Service Agent to access and modify their cases. What should a Service Cloud Consultant recommend to implement this security option on the AI agent?. A. Implementing the Case Management topic with exact Instructions and Custom Actions. B. Implementing the Service Customer Verification topic with a filter on the Case Management topic. C. Implementing the Case Management topic with a custom action to verify customers.

Universal Containers has developed and tested several permission sets that control access to critical objects and fields within a sandbox environment. A Service Cloud Consultant wants to migrate these permission sets to production while adhering to Salesforce deployment best practices and maintaining change traceability. Which method should the consultant use?. A. Use the Salesforce Metadata API via Workbench to deploy the permission sets. B. Deploy the permission sets using an outbound change set from sandbox to production. C. Manually recreate the permission sets directly in production to ensure accuracy.

A Service Cloud Consultant has been hired to integrate a client's phone system with Salesforce. What should the consultant consider using for this integration?. A. Service Cloud Softphone Layout. B. Lightning Dialer. C. Service Cloud Voice.

At Universal Containers, support reps need to verify that customers are eligible to receive support when they create the case. Where can a support rep verify that a customer is allowed to receive support?. A. Milestones. B. Actions. C. Entitlements.

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation. Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?. A. Total Open Cases. B. First Interaction Close Rate. C. Reduced Call Volume.

The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help service reps locate the relevant information more quickly. Which feature should the consultant recommend?. A. Einstein Bots. B. Einstein Reply Recommendations. C. Einstein Article Recommendations.

Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates. Individual service reps, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access. What is the recommended running user to meet the requirements?. A. Dashboard viewer. B. VP of service. C. Team leaders.

Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on cases. What is a consideration of this approach?. A. Swarm channels default to public channels in Slack. B. When users are added to the channel, they cannot see historical posts. C. Swarms can only be created in new channels created for the issue.

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. After call work time and customer effort score. B. Abandon rate and average speed to answer. C. First call resolution and cases per hour.

A Service Cloud Consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks executives. The dashboard needs to provide insights that will assist in decision-making. Which type of report should the consultant include to meet the requirement?. A. Omni-Channel Analytics detailing specific paths and routing types. B. Service & Support Dashboards from AppExchange. C. CTI analytics reports with wait times and handle times.

Universal Containers (UC) has created a new partner onboarding process that requires a service rep to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete. What is an efficient method for service reps to create these activities?. A. Leverage Einstein Case Wrap-Up. B. Navigate a Screen Flow. C. Execute a macro.

The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend?. A. Create auto-response templates for Case emails. B. Configure Skills-Based Routing for service channels. C. Configure a self-service Knowledge Base.

Cloud Kicks has several teams that work on customer cases. Support managers would like to track how long each case is owned by each team before it gets resolved. Which report should the Service Cloud Consultant use for this requirement?. A. Cases with Historical Trending report. B. Case Lifecycle report. C. Case with Milestone report.

A growing retail company wants to modernize its legacy on-premises contact center, which is costly, hard to scale, and lacks support for new digital channels. The company wants to reduce overhead, scale easily during seasonal spikes, and give service reps real-time customer insights. What should a Service Cloud Consultant recommend?. A. Extend legacy systems using Omni-Channel, Live Agent, and a third-party CTI to add new digital channels over time. B. Build a custom Experience Cloud solution and integrate with external telephony providers using APIs. C. Deploy Salesforce Contact Center with Amazon Connect to unify voice, chat, and case management in the cloud with real-time insights.

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?. A. Create a sharing rule for each division to provide access based on the article category. B. Create a single data category group for each division and provide access using the role hierarchy. C. Create a sharing rule for each division to provide access using the role hierarchy.

Universal Containers provides phone support to customers. The abandoned call rate has been high in recent months. Which solution should a Service Cloud Consultant recommend to address the issue?. A. Create case assignment rules for service rep routing. B. Configure and set up Service Swarming in Slack. C. Enable contact requests and queue callbacks.

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?. A. Record Types. B. Dynamic Forms. C. Omni-Channel.

A Service Cloud Consultant is engaged to help Cloud Kicks (CK) streamline its customer service operations. CK has multiple departments with disconnected processes and limited documentation. The consultant is preparing for the project kickoff and wants to ensure the engagement begins successfully. What should the consultant do first to ensure the success of the engagement?. A. Review documentation after the solution design has been completed. B. Begin building a prototype based on assumed best practices. C. Schedule interviews with department leaders to gather current process details and pain points.

What should a consultant consider when implementing Salesforce Messaging functionality in a new Service Cloud instance?. A. It should be routed via Omni-Channel. B. It is incompatible with Einstein Bots. C. It should be deployed with Experience Builder.

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?. A. Implement a third-party app from AppExchange. B. Implement Guidance for Success and Knowledge articles. C. Implement Flow Orchestration with Work Guides.

Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service rep efficiency. A recent study found service reps 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 to auto attach article PDF. C. Configure Lightning Knowledge component and related list actions.

Universal Containers' service operations manager needs a historical report detailing service rep performance for all service channels. The report must include Active Time, Handle Time, Speed To Answer, and any reasons provided when reps decline work items. Which solution should a Service Cloud Consultant recommend?. A. Use the Omni Supervisor Service Reps tab. B. Configure the Wallboard tab to display Work Performance metrics. C. Build custom report type with 'Agent Work' as the primary object.

Universal Containers (UC) is launching several new features to improve productivity for contact center users. Which communication channel should UC use to announce new features to contact center users without interrupting their workflows?. A. Internal Release Webinar. B. In-App Guidance. C. Email.

Universal Healthcare aims to implement Agentforce Service Agent to assist patients' common inquiries and provide medication summaries. It should handle sensitive tasks such as confirming patient identity via email or phone before retrieving medical history. How should the Service Cloud Consultant approach the Agentforce Service Agent's action configuration?. A. Employ standard topics and actions for general inquiries, and create custom topics and actions using Apex, Flow, or Prompt Builder for sensitive tasks. B. Implement only custom actions for all patient interactions to ensure complete control over data privacy and security from the outset. C. Utilize standard actions for all tasks, as they are pre-configured to handle sensitive data securely without additional setup and are industry best practices.

The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that support reps should contribute new Knowledge articles more often. What should UC do to address this situation?. A. Measure and reward support reps based on the number of new articles approved for publication. B. Measure and reward support reps based on the number of new articles submitted for approval. C. Require support reps to check a box on the case when submitting a new suggested article.

A travel agency wants to offer self-service for customers, so that customers can create new travel reservations and modify existing bookings. These tasks often require integration with external booking systems and adherence to unique business logic. What would be the most appropriate solution?. A. Agentforce for Service Agent combined with Einstein Bots to complete specific tasks. B. Agentforce for Service Agent with custom topics and custom actions. C. Custom Screen Flows that walk the customer through the reservation and booking process.

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to service reps during normal business hours and observes holidays. How should a consultant meet this requirement?. A. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when service reps are unavailable. B. Configure the Einstein Bot to direct customers to a service rep except for designated holidays, and instruct Omni-Channel service reps to sign off at the end of business hours. C. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours or on holidays.

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. What should the Service Cloud Consultant recommend to deliver a successful implementation?. A. Generate all of the requirements with UC executives, and then develop the project schedule. B. Generate all of the project requirements from the project team and executives at once, and then deliver a complete solution. C. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product with the stakeholders defined. Support reps have been trained to add the appropriate case team to each case. Which solution allows product managers to quickly see and review the cases that are created for their products?. A. Configure a Case list view filtered by My Cases. B. Configure a Case related list on the Product page layout. C. Configure a Case list view filtered by My Case Teams.

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. Which routing model should UC use to meet the requirements?. A. Least Active. B. Manual Push. C. Most Available.

The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally. What should the consultant recommend?. A. Configure a case notification Slackbot. B. Create a team workspace in Slack for each case. C. Enable and configure Swarming in Slack.

Universal Containers (UC) is launching an implementation of Service Cloud. The project is missing the requirement for a suitable analytics solution to allow executives and service managers to view the current and trending key performance indicators (KPIs). Which recommendation should the Service Cloud Consultant make to help with this requirement?. A. Migrate UC's legacy service analytics by building a new set of custom report types. B. Recommend that UC invest in Tableau Next to use service-related intelligent apps or accelerators. C. Use Preconfigured Service Cloud Dashboards from AppExchange.

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings. Which consideration should the admin be aware of when making this change?. A. Data Categories no longer control access to articles. B. Data Category Visibility of Custom overrides organization-wide default sharing access. C. Data Category Visibility of All Categories provides Public Read-Only access.

Universal Containers (UC) is implementing an Agentforce Service Agent for its customer portal. UC needs the AI agent to answer complex customer questions by drawing information from their existing Salesforce Knowledge base, which contains articles with specific, well-defined fields for product dimensions and material specifications. Which feature is needed to connect the AI agent to the Salesforce Knowledge base?. A. Agentforce Data Library. B. Knowledge component in Experience Builder. C. Einstein Search for Knowledge.

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?. A. Visual Remote Assistant. B. Einstein Next Best Action. C. Service Analytics Predictions.

To help service reps more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page. How should a Service Cloud Consultant configure this requirement?. A. Add the Knowledge related list to the Case record page. B. Add the Knowledge component to the Case Lightning record page. C. Add the Knowledge component to the Case page layout.

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support reps 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. Private. B. Read-Only. C. Territory Rule.

Universal Containers is training a new set of service reps. Part of the training includes handling messaging from customers. However, it is important that contact center managers monitor the messaging sessions to ensure the service reps' responses are professional and accurate and that the managers are able to assist when needed. Which Lightning Console feature should a consultant configure to support this need?. A. Omni-Channel Supervisor and Whisper Messages. B. Chat Supervisor tab and Whisper Messages. C. Incident Management tab and Whisper Messages.

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via Enhanced Channels such as SMS, Facebook Messenger, and WhatsApp. CK has created a Service Agent to meet this requirement. What should the Service Cloud Consultant recommend as a next step to connect this AI agent to the Enhanced Channels?. A. Create an embedded service deployment. B. Create an auto-launched flow. C. Create a new messaging channel.

The contact center supervisors at Cloud Kicks recently implemented Omni-Channel and would like to monitor key metrics such as handle time, speed to answer, and active time. How can the Service Cloud Consultant achieve this requirement?. A. Install the prebuilt reports from the Service Setup Assistant. B. Create a custom report type for Case Milestones. C. Create a Case Lifecycle report.

Cloud Kicks provides telephone support to customers. When creating a case, service reps frequently enter shipping postal codes from various countries around the world. What is the recommended method to ensure accurate data is entered?. A. Create a cross-object formula. B. Set up duplicate rule with matching rules. C. Configure validation rule with VLOOKUP.

Universal Support is implementing Service Cloud to replace its legacy ticketing system. The support team is geographically dispersed and consists of customer support users with varying levels of technical expertise. They are introducing Case Management, Knowledge, and Omni-Channel routing. The Support Manager aims to ensure the rollout proceeds smoothly and that users adopt the new system quickly and efficiently. How can the Support Manager meet these requirements?. A. Schedule instructor-led training sessions, include role-based scenarios, and implement a phased rollout starting with a pilot group. B. Launch a full company-wide rollout with a short video tutorial and allow support reps to explore the system independently. C. Provide sandbox access to all support reps two weeks before launch and encourage peer-to-peer learning without formal training.

The contact center at Universal Containers wants to reduce case volume and resolution time within Service Cloud. Which solution should a Service Cloud Consultant recommend?. A. Embed the Agentforce Service Agent in the Service Console. B. Use the Article Auto-Response flow. C. Implement a Knowledge base for customers and internal users.

Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live. Which approach should a consultant use for data migration?. A. Prepare, Plan, Test, Validate, Execute. B. Plan, Prepare, Test, Execute, Validate. C. Plan, Prepare, Execute, Test, Validate.

A large appliance company wants to reduce case volume by handling common customer inquiries such as order tracking, appointment rescheduling, and basic troubleshooting through an AI solution. The company requires the solution to: Automatically retrieve real-time order and appointment data via custom APIs. Offer dynamic reasoning to handle varied and complex phrasing from customers. Be fully extensible with memory and decision-making capabilities during multi-turn conversations. Which solution should a Service Cloud Consultant recommend?. A. Einstein Bot. B. Agentforce Employee Agent. C. Agentforce Service Agent.

After migrating to Lightning Knowledge, service reps have noticed 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. Assign service reps Read/Write/Create permissions, and add a quick action on the case to create a Knowledge article. C. Add the Manage Salesforce Knowledge permission to the user's profile.

Ursa Major Solar's support department would like to implement a process to ensure customers receive the appropriate support based on their service-level agreements (SLAs). Which feature should the consultant configure as part of the implementation?. A. Milestones. B. Escalation Rule. C. Scheduled Flow Action.

Universal Containers wants to implement a new Experience Cloud site to support its customers. It has provided the following requirements: Ability for visitors to search Knowledge articles without registering or logging in Ability for over 1 million registered customers to securely submit cases and view the status of those cases Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution design to minimize implementation time?. A. Implement a Customer Account Portal experience. B. Implement a Help Center experience. C. Implement a Microsite (LWR) experience.

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?. Agile. Waterfall. Hybrid.

An Agentforce Service Agent needs to access and update Case records, retrieve information from Knowledge articles, and run flows to automate certain processes for unauthenticated customer sessions. How should a Service Cloud Consultant configure the AI agent user's permissions?. A. Use Organization-Wide Sharing Defaults (OWD) and filters at the topic/action level. B. Use the "New Agent User" option and use principal of least privilege to apply specific permissions. C. Grant the AI agent user the "System Administrator" for maximum compatability.