Salesforce Service Cloud Consultant

Salesforce
Service-Cloud-Consultant
Salesforce Certified
Service cloud consultant
(WI24)
Version: 28.0
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Dumps Q&A Salesforce - Service-Cloud-Consultant
Question #:1
Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of
customer queries within Service
Cloud. A consultant is advising on the implementation of chatbots to improve current customer support
operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support
operations?
A. Focus on scalability for handling high inquiry volume.
B. Work on integrating with social media platforms.
C. Emphasize continuous monitoring of chat.
Answer: A
Explanation
When implementing chatbots to improve customer support operations, prioritizing scalability is crucial.
Scalability ensures that the chatbot system can handle a high volume of inquiries efficiently, without
compromising response times or customer experience. This focus helps in managing peak periods and growing
customer bases, making chatbots a sustainable solution for enhancing support operations.
Question #:2
Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?
A. Lightning Knowledge
B. Quick text template
C. Custom case actions
Answer: C
Explanation
To facilitate service agents sending emails with attachments based on case details, configuring custom case
actions in the Lightning Service Console is recommended. These actions can be tailored to include email
templates and attachment options, streamlining the process for agents and enhancing case resolution
efficiency.
Question #:3
Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting
Success Guaranteed, 100% Valid 1 of 82

entitlements with similar names that
are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?
A. Enable lookup filters.
B. Configure a Quick Action.
C. Set OWD sharing to Private.
Answer: A
Explanation
Lookup filters can be used to restrict the Entitlements that service agents can select based on specific criteria,
such as the account associated with the case. By enabling lookup filters, Cloud Kicks can ensure that agents
are only presented with relevant entitlements, reducing the risk of selecting incorrect entitlements and
improving the support process's efficiency.
Question #:4
Universal Containers is implementing Service Cloud to make the workflow more efficient
and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to
the right customer information?
A. Optimizing the user interface for improved usability
B. Tailoring the objects to expose specific customer data
C. Enhancing user profiles for customer services
Answer: A
Explanation
When setting up Service Cloud, optimizing the user interface for improved usability is crucial to ensure
service agents have access to the right customer information. A well-designed UI enhances navigation and
access to relevant data, enabling agents to resolve customer issues more efficiently and effectively, improving
overall service quality and customer satisfaction.
Question #:5
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.
Answer: A
Explanation
To start AI efforts for improving case closure KPIs and product support planning, reviewing and addressing
case data quality issues is essential before setting up Einstein Classification Apps. This approach ensures the
AI models are trained on clean, reliable data, enhancing the accuracy of predictions for empty fields and
overall effectiveness of the AI implementation in the Service organization.
Question #:6
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.
Answer: B
Explanation
For reporting on daily call volume including related case and contact information for different agent groups,
creating a Custom Report Type with Activities as the primary object is advised. This allows for the inclusion
of case and contact details in the report, providing a comprehensive view of each agent's call activity and
related case interactions.
Question #:7
Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer
service-level
agreements (SLAs).

Which feature should a consultant use to meet this request?
A. Service Contracts
B. Salesforce Survey
C. Entitlement process
Answer: C
Explanation
To hold service agents accountable for maintaining customer service-level agreements (SLAs), implementing
an Entitlement Process is recommended. This feature allows for the definition and management of SLAs for
each customer, providing a structured framework to monitor case handling against agreed service levels and
ensuring agent accountability in meeting customer service commitments.
Question #:8
Universal Containers provides customers with different service levels based on their services agreement. The
VP of customer service wants to
use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is
alerted accordingly.
Which feature should a consultant recommend to address this requirement?
A. Reports and Dashboards
B. Entitlements and Milestones
C. Service Contracts
Answer: B
Explanation
To track case progress against service levels and alert senior management for cases not reaching certain stages,
Entitlements and Milestones within Service Cloud are recommended. This feature enables organizations to
define specific service levels and the associated timelines for case resolution. Milestones can be used to
monitor critical stages in case resolution, and actions can be configured to alert management if cases are at risk
of breaching service levels.
Question #:9
Cloud Kicks uses Einstein Next Best Action to help service agents when working on a
customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused,

resumed, and completed?
A. Case History related list
B. Actions & Recommendations component
C. Activity analytics tab
Answer: B
Explanation
To show service agents when items were started, paused, resumed, and completed in Einstein Next Best
Action, configuring the Actions & Recommendations component is recommended. This component provides
visibility into the actions taken on a case, including the status of each action, enhancing transparency and
collaboration among agents working on the same case.
Question #:10
What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?
A. The report must be used on a Dashboard.
B. The report must have a standard Report Type.
C. The report must contain a chart.
Answer: C
Explanation
When adding a report chart to a Page Layout or a Lightning Record Page, the report must include a chart
component. This is because the visualization aspect of the chart is what's displayed on the layout, providing a
graphical representation of the report data directly on the record page for quick insights and analysis.
Question #:11
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?
A. Set up analytical snapshots to capture key case Information and create historical trending reports.
B. Create reports to analyze data in order to understand peak times and ensure adequate.
C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.
Answer: B

Explanation
To decrease customer wait times, creating reports to analyze call volume and identify peak times is
recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that
enough agents are available to handle the increased volume, thus reducing customer wait times.
Question #:12
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.
Answer: C
Explanation
To resolve the issue of users being unable to create Knowledge articles when closing a case after migrating to
Lightning Experience, adding the 'Manage Salesforce Knowledge' permission to the user's profile is necessary.
This permission enables users to create, edit, and publish Knowledge articles, ensuring that they can contribute
to the Knowledge base directly from case records, enhancing the support process.
Question #:13
Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the
quality of the articles being produced.
What should the consultant recommend to gather information efficiently on Knowledge article usefulness?
A. Develop custom Knowledge reports and dashboards.
B. Create a review board to evaluate and manage Knowledge articles.
C. Install the Knowledge Base Dashboards & Reports AppExchange package.
Answer: C
Explanation
To efficiently gather information on Knowledge article usefulness, installing the Knowledge Base Dashboards
& Reports package from Salesforce AppExchange is advisable. This package provides pre-built reports and
dashboards designed specifically for Salesforce Knowledge, enabling quick insights into article performance,
usage, and feedback, facilitating continuous improvement in Knowledge management.
Question #:14

Universal Containers is initiating a program to improve customer satisfaction. As part of the program,
customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been
resolved.
Which solution should a consultant recommend to meet this requirement?
A. Use auto-response rules to send an email to the customer.
B. Use Escalation Rules to assign the case to a case queue.
C. Use Flow Builder to send an email to the customer.
Answer: C
Explanation
To survey customers for satisfaction after case closure, utilizing Flow Builder to automate the sending of
survey emails is recommended. This solution allows for the creation of a customized workflow that triggers an
email survey to the customer once a case is marked as closed, ensuring timely feedback collection and aiding
in the continuous improvement of customer satisfaction.
Question #:15
Universal Containers needs to provide contact center agents with access to a customer's payment history if the
call concerns a
billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?
A. Create a custom tab that displays a search page from the billing system.
B. Integrate payment data into Salesforce from the billing system using custom objects.
C. Configure Salesforce Connect and External Objects to the billing system.
Answer: C
Explanation
To provide contact center agents with access to a customer's payment history from an external billing system,
configuring Salesforce Connect to integrate External Objects is advised. This solution enables real-time access
to billing data directly within Salesforce, eliminating the need for direct access to the external system and
streamlining the process for agents handling billing-related inquiries.
Question #:16

Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support
experience. CK Ants to allow asynchronous conversations, conversations across devices, and
Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support
offering.
What should a consultant recommend to provide these newer capabilities?
A. Einstein Bots
B. Messaging for Web
C. AppExchange package
Answer: B
Explanation
To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated
Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support
experience on external websites, offering modern communication capabilities that meet customer expectations
for flexible and informed support interactions.
Question #:17
Which feature can a consultant deploy to route cases from social channels within a limited timeframe?
A. Use custom case assignment rules.
B. Implement an Apex solution.
C. Use a third-party app from AppExchange.
Answer: A
Explanation
To route cases from social channels efficiently within a limited timeframe, configuring custom case
assignment rules is recommended. These rules can automate the distribution of cases based on specific criteria,
ensuring that cases are promptly assigned to the appropriate agents or queues for timely resolution.
Question #:18
Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed
and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
A.

A. Click Publish after the Approval Process.
B. Set the status to Published fram the Knowledge approval page.
C. Set the final approval action to 'Lock the record for editing’.
Answer: A
Explanation
For new Knowledge articles to be visible in selected channels after a review process, the necessary step is to
click "Publish" post-approval. Once an article has been reviewed and approved by the designated subject
matter expert, publishing the article makes it available to users across the specified channels. This ensures that
only verified and approved content is accessible, maintaining quality and relevance.
Question #:19
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK
wants an easy way for service agents to create new articles when closing a case. The new article
should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?
A. Develop a globally-shared macro to create a new article.
B. Use a trigger to automatically create a new article.
C. Create a Quick Action to map case fields to a new article
Answer: C
Explanation
To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be
configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of
capturing case resolutions as reusable knowledge, making it easily accessible for other agents and enhancing
the overall efficiency of the service center.
Question #:20
Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?
A. Entitlement processes, contract line items, milestone, and entitlements
B. Entitlement processes, milestones, milestone actions, and entitlements
C. Entitlement processes, contracts, contract line items, and entitlements

Answer: B
Explanation
To ensure contracted service level requirements are met, configuring Entitlement Processes, Milestones,
Milestone Actions, and Entitlements is essential. This setup allows for defining specific support processes tied
to service contracts, tracking progress against milestones, and taking predefined actions to meet or exceed
service levels, ensuring compliance with contractual obligations.
Question #:21
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This
includes the time it takes to create,
resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
A. Macros
B. Quick action
C. Flow
Answer: A
Explanation
Macros in Salesforce allow users to automate repetitive tasks with a single click, such as creating, updating,
and closing cases. Implementing macros can significantly reduce the number of clicks and time customer
support agents spend on routine case management tasks, enhancing productivity and allowing them to focus
more on resolving customer issues.
Question #:22
Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to
create and track cases, see upcoming product announcements, and interact with other customers who have
common interests.
Which mobile development option should the consultant recommend?
A. Create two custom mobile apps, one for Apple and the other for Android.
B. Explain that community users can access the site through a web browser.
C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.
Answer: C
Explanation

For creating a secure, branded mobile app for Experience Cloud customers, utilizing Salesforce Mobile
Publisher is recommended. This tool allows for the creation of a unified mobile app compatible with both
Apple and Android devices, providing a seamless experience for customers to engage with the brand, track
cases, and interact with the community.
Question #:23
Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first
case closure rates.
Individual service agents, 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. Team leaders
C. VP of service
Answer: A
Explanation
To standardize service KPIs for users at all levels while ensuring data visibility is based on user access, setting
the dashboard running user as 'Dashboard Viewer' is recommended. This approach dynamically calculates
KPIs using only the data accessible to the individual viewing the dashboard, ensuring consistency and data
security across the organization.
Question #:24
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. Enable and configure Swarming in Slack.
B. Create a case team workspace in Slack.
C. Configure a case notification Slackbot.
Answer: B
Explanation
Creating a dedicated workspace in Slack for case teams enables real-time collaboration and communication
among Cloud Kicks service team members. This approach leverages the existing internal use of Slack,
providing a familiar platform for team members to discuss cases, share updates, and collaborate effectively.

Question #:25
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?
A. Trailhead
B. Einstein Next Best Action
C. Experience Cloud site
Answer: A
Explanation
For efficient onboarding and training of new employees, including access to job information, benefits, internal
job openings, and mandatory training, Trailhead is the recommended solution. Trailhead provides a gamified,
interactive learning experience, allowing employees to engage in self-paced learning modules tailored to their
roles and the organization's processes.
Question #:26
The VP of service at Universal Containers wants to make it easier and faster for support
agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?
A. Create an auto-response rule that links to Knowledge articles.
B. Create a Macro to send an email with Knowledge articles.
C. Set up the Case Deflection component to share Knowledge articles.
Answer: B
Explanation
To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a
Macro that automates the process of attaching articles to an email is recommended. This streamlines the
sharing of helpful information, enhancing the support experience for customers while increasing efficiency for
agents.
Question #:27

A consultant is working on a Service Cloud implementation with a fixed budget and
timeline. Additional requirements were discovered early on that will result in the project exceeding
timeline and budget constraints.
What is the first step the consultant should take to address the issue?
A. Incorporate the additional requirements to the project scope and continue with the original project
schedule.
B. Prepare a change order to account for the additional requirements and communicate the new project
schedule.
C. Document the gap in requirements and discuss the schedule and budget Impact with the project team.
Answer: B
Explanation
When additional requirements are discovered that impact the project's timeline and budget, preparing a change
order to account for these requirements is the first step. This involves adjusting the project scope, timeline, and
budget to accommodate the new requirements, ensuring that all stakeholders are aligned and informed about
the changes and implications for the project's delivery.
Question #:28
Universal Containers wants customers to have the ability to log cases with structured data and route based on
urgency and product line.
How should a consultant accomplish this?
A. Standard Web-to-Case with assignment rules
B. Omni-Channel with prioritized queues
C. Standard Email-to-Case with assignment rules
Answer: A
Explanation
To enable customers to log cases with structured data and route them based on urgency and product line, using
Standard Web-to-Case with assignment rules is recommended. This feature allows for the creation of web
forms that customers can fill out, which then become cases in Salesforce. Assignment rules can then be used to
automatically route these cases to the appropriate teams or agents based on predefined criteria, ensuring
efficient and relevant case handling.
Question #:29
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support

(KCS) in its call center. However, the call center management thinks that agents should contribute new
Knowledge articles more often.
What should UC do to address this situation?
A. Measure and reward agents based on the number of new articles submitted for approval.
B. Measure and reward agents based on the number of new articles approved for publication.
C. Require agents to check a box on the case when submitting a new suggested article.
Answer: B
Explanation
To encourage agents to contribute more frequently to the Knowledge base, implementing a system to measure
and reward agents based on the number of their articles approved for publication is recommended. This
incentivizes quality contributions and ensures that new content meets the organization's standards before being
added to the Knowledge base.
Question #:30
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels.
UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
A. Einstein Bots
B. Messaging In-app and Web (MIAW)
C. Experience Cloud sites
Answer: B
Explanation
To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested.
MIAW enables direct, real-time interactions with customers through various messaging platforms, including
web chat and mobile messaging. This channel provides a convenient and immediate way for customers to
connect with support, improving satisfaction through enhanced accessibility and responsiveness.
Question #:31
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?
A. Generate continuous feedback from the project team, and adjust the requirements and deliverables
accordingly.

B. Generate all of the requirements with UC executives and then develop the project schedule.
C. Finish all of the project requirements at once and deliver a complete solution.
Answer: A
Explanation
For a successful implementation of Service Cloud using Agile methodology, generating continuous feedback
from the project team and making iterative adjustments to requirements and deliverables is crucial. This
approach ensures that the project remains aligned with client needs and can adapt to changes or new insights
as the implementation progresses.
Question #:32
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. Capacity Model
C. Secondary Routing Priority
Answer: C
Explanation
To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing
Priority in Omni-Channel is recommended. This setting allows prioritization of high-priority work items,
ensuring they are routed and addressed by agents promptly, in alignment with SLA commitments.
Question #:33
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?
A. Reduced administrative overhead
B. Reduced need for self-service
C. Reduced issue resolution time

Answer: C
Explanation
Knowledge-Centered Support (KCS) focuses on integrating knowledge creation and maintenance into the
problem-solving process. By adopting KCS, organizations can expect a reduction in issue resolution time as
service agents have quicker access to solutions and knowledge articles, enabling faster responses to customer
inquiries and issues.
Question #:34
Universal Containers wants to let its customers interact in real time with support agents from their computers
and mobile
devices.
Which feature should a consultant recommend to meet this requirement?
A. Web-to-Case
B. Einstein Chat Bot
C. Knowledge articles
Answer: B
Explanation
To enable real-time interaction between customers and support agents from computers and mobile devices,
implementing an Einstein Chat Bot is recommended. Chatbots provide an immediate, interactive
communication channel that can escalate complex issues to live agents, enhancing the customer support
experience across devices.
Question #:35
Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the
average amount of time spent by agents on cases.
Which solution meets these requirements?
A. Use escalation rules to move cases into the correct status. Create reports to monitor service-level
agreement (SLA) adherence.
B. Enable agent chat functionality for customers. Disable the ability to log a case from the Experience
Cloud site.
C. Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case
closure.
Answer: C

Explanation
To reduce total case volume and average case handling time, publishing Knowledge articles on the Experience
Cloud site and enabling agents to attach articles to cases upon closure is recommended. This approach
empowers customers to find solutions independently, potentially reducing the number of incoming cases and
assisting agents in resolving cases more efficiently by leveraging existing Knowledge content.
Question #:36
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
A. Set up escalation rules.
B. Set up self-service Knowledge.
C. Set up assignment rules and case queues.
Answer: B
Explanation
To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is
recommended. Providing customers with easy access to Knowledge articles enables them to find answers to
their queries without the need for direct agent interaction, potentially reducing call volumes and call
abandonment rates by offering alternative solutions.
Question #:37
Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its
agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer
satisfaction has improved and average call time has decreased. To continue improving support key
performance indicators (KPIs), CK wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?
A. Allow agents to create and publish articles independently.
B. Use the Search Activity Gaps dashboard component.
C. Detach articles from cases to reset statistics.
Answer: B
Explanation
To continue improving support KPIs after implementing Knowledge-Centered Support (KCS), utilizing the
Search Activity Gaps dashboard component is recommended. This tool helps identify topics for which
customers are searching but not finding satisfactory answers, guiding CK's efforts in creating new or updating

existing articles to address these gaps and further enhance customer satisfaction and support efficiency.
Question #:38
Universal Containers (UC) is migrating from a legacy case management system to
Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?
A. Migrate child cases first.
B. Migrate parent cases first
C. {0} Migrate parent and child cases together.
Answer: C
Explanation
To retain existing parent-child relationships between cases when migrating to Salesforce, it is crucial to
migrate parent and child cases together. This ensures that the hierarchical structure is preserved in Salesforce,
maintaining the context and relationships essential for case management.
Question #:39
Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are
working within the
confines of the service-level agreements (SLAs).
Which feature should the consultant consider?
A. Entitlements
B. Case Management
C. Service Contracts
Answer: A
Explanation
To provide different levels of support and ensure adherence to service-level agreements (SLAs), utilizing
Entitlements is recommended. Entitlements define customers' rights to specific support services and SLAs,
enabling Cloud Kicks to manage and enforce different support levels effectively, ensuring that agents deliver
the appropriate level of service to each customer.
Question #:40
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents 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. Territory Rule
B. Read-Only
C. Private
Answer: B
Explanation
For specialists added to predefined case teams, providing Read-Only access as the level of case access for the
Case Team role is recommended. This allows specialists to view cases and related records without the ability
to edit case details, ensuring they can contribute to case resolution while maintaining data integrity.
Question #:41
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give
customers access to their agreed upon response times via the portal.
A. Milestones
B. Service Contracts
C. Maintenance Plans
Answer: B
Explanation
To provide customers with access to their agreed-upon response times via the portal, configuring Service
Contracts in Experience Cloud is advisable. Service Contracts can detail the specific service levels agreed
upon, and making this information accessible through the portal ensures transparency and sets clear
expectations for service delivery.
Question #:42
Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to
find the information they need. After reviewing the agents’ console use, a consultant has determined that all
configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

A. Train on keyboard shortcuts.
B. Prepare macros.
C. Create multiple console layouts.
Answer: C
Explanation
Given that all features in the Lightning Service Console are required but users find it too crowded, creating
multiple console layouts tailored to different user roles or tasks is recommended. This allows for the
customization of the console's interface to display only the most relevant information and tools for each
specific use case, improving efficiency and usability for console users.
Question #:43
Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated
account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?
A. View All for Case
B. Case teams
C. Manager groups
Answer: B
Explanation
To provide the required access levels for a dedicated account manager and a support specialist on special
cases, utilizing Case Teams is the most effective solution. Case Teams allow for the customization of roles and
access levels for each team member, ensuring that the account manager has Read-Only access while the
support specialist has Read and Write access.
Question #:44
Support agents at Universal Containers are entering customer contact information in multiple ways.
Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?
A. Configure and activate Duplicate Management.
B. Grant "View All Data" and instruct them to search.
C. Implement Apex triggers for Contact.

Answer: A
Explanation
To prevent duplicate customer contact information, the recommended approach is to configure and activate
Salesforce's built-in Duplicate Management feature. This feature allows for the creation of duplicate rules and
matching rules to identify and prevent duplicates at the point of entry. It can be applied to standard objects like
Contacts and can provide users with alerts or block duplicates based on the rules set. This proactive approach
ensures data quality without requiring excessive manual intervention or extensive access rights like "View All
Data."
Question #:45
Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for
a service agent's product
specialization?
A. Create a data category for each product. Assign data categories to service agents.
B. Create an article action for each record type. Assign record types to service agents.
C. Create a permission set for each record type. Assign permissions to service agents.
Answer: A
Explanation
Creating a data category for each product and assigning these categories to service agents based on their
product specialization ensures that agents only see relevant articles during Lightning Knowledge searches.
This approach streamlines access to information and enhances support efficiency for specific product lines.
Question #:46
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
Answer: C
Explanation

To enable case creation without login while preventing spam, using Web-to-Case with reCAPTCHA enabled
is recommended. reCAPTCHA provides an additional layer of security by verifying that case submissions are
made by humans, effectively reducing the likelihood of spam cases and maintaining the integrity of case data
in Salesforce.
Question #:47
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating
using macros.
Which prerequisite should the consultant consider?
A. Publisher actions are on the page layout.
B. All users have permission to create macros.
C. The Lightning page contains the Run Macros action.
Answer: C
Explanation
When evaluating the use of macros to provide a consistent service experience, ensuring that the Lightning
page layout includes the Run Macros action is a prerequisite. This enables agents to easily execute macros
directly from the case record, streamlining repetitive tasks and enhancing service efficiency.
Question #:48
Universal Containers provides customer support for both new products and routine maintenance of existing
products. The cases for both types have many stages and fields in common; however, the maintenance cases
have additional stages and fields that need to be captured. Which feature should a consultant recommend to
accomplish this objective?
A. Approval Processes
B. Support Types
C. Support Processes
Answer: C
Explanation
To accommodate the common stages and fields for new product support cases and the additional stages and
fields for maintenance cases, implementing Support Processes is recommended. Support Processes allow for
the customization of case stages based on the type of support being provided, ensuring that all necessary
information is captured accurately for each case type.
Question #:49
Universal Containers is using WhatsApp to provide support to customers in Service Console.

Agents would like to preview PDFs sent
by customers from the chat window.
A. Ask the customer to send the PDF via email.
B. Use File Preview in the chat.
C. Download the PDFs from the chat.
Answer: B
Explanation
For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File
Preview functionality within the chat interface is recommended. This feature allows agents to view PDF
attachments directly within the chat window, improving efficiency by eliminating the need to download files
for review.
Question #:50
Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a
team of experts to triage and
resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate
on these cases.
Which option should the consultant recommend so experts can collaborate in real time?
A. Add experts to an integrated Slack channel.
B. Use Email-to-Case to send an email to experts so they can use email threads.
C. Implement Skills-Based Routing to assign the case to experts.
Answer: A
Explanation
Integrating a Slack channel for experts to collaborate on complex cases provides a real-time communication
platform that supports quick exchange of ideas, files, and updates. This solution fosters teamwork and enables
faster resolution of issues that require input from multiple experts.
Question #:51
Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are
being made, customers want to check their order status frequently.

Which method should the consultant recommend to provide automated self-service on an ecommerce site?
A. Configure a Visual Remote Assistant.
B. Create an Einstein Bot.
C. Build a Screen Flow.
Answer: B
Explanation
To provide automated self-service on an ecommerce site for customers to check order status, creating an
Einstein Bot is recommended. Einstein Bots can be integrated into websites and configured to provide
real-time, automated responses to common customer inquiries, such as order status updates, enhancing the
customer experience by providing instant access to information without human intervention.
Question #:52
Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with
its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most
effective for case communication while documenting the conversation history.
Which feature should the consultant recommend to meet the requirement?
A. Use Slack for Service for Case Swarming.
B. Send Email Quick Action to loop in the stakeholders.
C. Use child Cases to interact with the partner.
Answer: A
Explanation
For Cloud Kicks to effectively collaborate within the organization and with partners on resolving cases, using
Slack for Service for Case Swarming is recommended. This solution facilitates real-time communication and
collaboration, bringing together the necessary stakeholders and documenting the conversation history within
the context of each case, enhancing problem-solving and case resolution processes.
Question #:53
Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple
subtabs for the Case, Contact, and
Service Contract. Service agents would like to share links to recently opened subtabs with other users to
collaborate on cases.
What should a consultant recommend to meet the requirements?

A. Add the Account object to Recent Items utility.
B. Include the History utility in the console app.
C. Mention the case number in a Chatter group.
Answer: C
Explanation
To facilitate collaboration on cases among service agents, using Chatter provides a platform for discussion and
information sharing within Salesforce. By mentioning the case number in a Chatter group, agents can quickly
share and access case details, enabling efficient collaboration. This method leverages Salesforce's social
collaboration features, allowing for real-time communication and problem-solving among team members.
Question #:54
Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.
What should the consultant recommend to decrease case closure time?
A. Add data category groups.
B. Create synonym groups.
C. Enable Suggested Articles.
Answer: C
Explanation
Enabling Suggested Articles in Salesforce Knowledge provides service agents with article recommendations
based on case details, helping them find relevant information faster. This feature can decrease case closure
times by equipping agents with the knowledge they need to resolve issues more efficiently, enhancing the
overall support experience.
Question #:55
Universal Containers (UC) plans to implement a chatbot within its healthcare division to
increase case deflection, reduce wait times, and save agents time so they can work on more complex
issues.
The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA)
and other common compliance standards when using chatbots.
What should a consultant do to address the risk?
A. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the

A.
required healthcare compliance standards.
B. Create a bot in the production org and use the information captured in Conversation Logs to confirm that
no healthcare data was discussed.
C. Share Information about bot security, availability, and confidentiality of healthcare data found on
Salesforce Trust and Einstein Platform Compliance.
Answer: C
Explanation
To address concerns about compliance with HIPAA and other standards when using chatbots, sharing detailed
information on bot security, data availability, and confidentiality from Salesforce Trust and Einstein Platform
Compliance resources is recommended. This reassures stakeholders of the measures in place to protect
sensitive healthcare data and maintain compliance.
Question #:56
Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for
customers that will have 2,500 articles. The
company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?
A. Topics for objects
B. Data Category groups
C. Screen Flow
Answer: B
Explanation
Using Data Category groups allows Cloud Kicks to organize their large volume of articles by product, making
it easier for users to find relevant information. This method enhances the searchability and user experience of
the public knowledge base by categorizing articles in a way that aligns with the company's product lines.
Question #:57
The contact center at Universal Containers wants to reduce call volume and resolution time within Service
Cloud.
A. Email-to-Case
B. Chat with an agent
C.

C. Knowledge base
Answer: C
Explanation
To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge
base is recommended. Providing customers with access to self-service information through Knowledge articles
enables them to find answers to common questions independently, reducing the need for direct contact with
service agents and improving overall service efficiency.
Question #:58
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. Average Handle Time
B. Reduced Call Volume
C. Total Open Cases
Answer: A
Explanation
To measure the effectiveness of two-way mobile messaging, the Average Handle Time (AHT) metric is
suitable. AHT assesses the efficiency of conversations and problem resolution through messaging, providing
insights into how this channel impacts support team performance and customer satisfaction, helping to
evaluate the success of the implementation.
Question #:59
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
Answer: A
Explanation
Snapshot reporting on trends in the number of cases handled per month offers executives a high-level
overview of customer service operations, enabling them to identify patterns, assess performance, and make
informed strategic decisions. This type of report is valuable for understanding service demand and resource
allocation over time.
Question #:60
Cloud Kicks' service agents frequently receive requests for order updates. All order
information is managed by a separate cloud-based enterprise resource planning (ERP) system.
Agents currently jump between applications to search for these details and have asked if this process
can be improved.
Which approach should the consultant recommend to streamline the process?
A. Create a batch integration process that runs hourly to pull all order updates into Salesforce
B. Create a dynamic action that launches the ERP system with a deep link to the order locator.
C. Use Salesforce Connect and External Objects to represent this information in Salesforce.
Answer: C
Explanation
To streamline the process for service agents seeking order updates from a separate ERP system, using
Salesforce Connect to integrate External Objects is recommended. This approach allows real-time access to
order information directly within Salesforce, eliminating the need to switch between applications and
improving efficiency in handling customer requests.
Question #:61
Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer

* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a
case is in each status.
Which report type should the consultant consider when collecting data for the support manager?
A. Case Lifecycle
B. Cases with Milestones
C. Case History
Answer: C
Explanation
For analyzing the duration cases spend in each status, the "Case History" report type is most suitable. This
report tracks all changes made to a case, including status updates, providing a detailed timeline of a case's
progression. This data enables the support manager to identify bottlenecks or stages where cases are delayed,
facilitating targeted improvements in the support process.
Question #:62
Universal Containers has recently implemented an Experience Cloud site to allow its
customers to create and update their cases online. Customers should only be able to access the cases
where they are listed as the contact, including cases created by the their behalf. support team on
What should a consultant recommend to meet the requirement?
A. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
B. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy
C. An organization-wide default of Public Read/Write on the Case object
Answer: A
Explanation
To ensure customers can access only their cases, including those created on their behalf, configuring a sharing
set in the Experience Cloud site is recommended. This grants site users access to case records associated with
their contact, ensuring secure and appropriate visibility in line with the requirement.
Question #:63
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 agents locate the

relevant information more quickly.
Which feature should the consultant recommend?
A. Einstein Bots 27: B is correct answer
B. Einstein Article Recommendations
C. Einstein Reply Recommendations
Answer: B
Explanation
To help agents locate relevant information more quickly and address the increase in case resolution times,
recommending the use of Einstein Article Recommendations is appropriate. This feature uses AI to suggest
relevant Knowledge articles to agents based on the case context, enhancing efficiency and accuracy in
resolving customer queries.
Question #:64
Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support
team. UC is gathering feedback from
the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a
large set of deliverables.
What should a consultant recommend as the next step?
A. Identify and prioritize the requirements for the minimum viable product.
B. Prioritize the requirements based on the stakeholder who submitted them.
C. Prioritize the requirements based on requests from the regions.
Answer: A
Explanation
Identifying and prioritizing the requirements for a minimum viable product (MVP) allows for a focused and
phased approach to the Service Cloud implementation. This strategy ensures that the most critical
functionalities are developed and deployed first, providing immediate value while allowing for iterative
enhancements based on feedback and additional requirements.
Question #:65
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
A. Data Import Wizard

B. Data Loader
C. Mass Transfer Records
Answer: B
Explanation
For deploying Service Resources, Skills, and Routing configurations from sandbox to production, using Data
Loader is recommended. This tool allows for the bulk import, export, and update of data, making it suitable for
transferring complex configurations related to Skills-Based Routing and associated records efficiently.
Question #:66
A company is planning for the migration of an existing external knowledge base into
Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?
A. Original creation date and total number of article views in the last year
B. Last modified date and terms searched frequently in the last year
C. Last modified date and total number of article view in the last year
Answer: C
Explanation
When selecting articles for migration into Salesforce Knowledge, considering the last modified date and total
number of article views in the last year is important. This ensures that the most current and frequently
referenced content is prioritized, enhancing the relevance and utility of the knowledge base in Salesforce.
Question #:67
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to
meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with
CK?
A. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
B. Gather organizational vision, map processes, plan for user feedback, and define metrics.
C. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

Answer: A
Explanation
In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then
map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback.
This structured approach ensures alignment with organizational goals, efficiency in processes, measurable
outcomes, and continuous improvement based on feedback.
Question #:68
The support manager at Universal Containers is getting inaccurate agent performance reports. After
researching the data, the Salesforce admin
has identified hundreds of cases that are closed but still owned by a queue.
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.
Answer: B
Explanation
To address the issue of closed cases still owned by a queue, implementing a case validation rule is the most
effective solution. This rule can enforce that cases must be transferred to an individual user's ownership before
they can be marked as closed. This ensures data accuracy in reports and helps in evaluating agent performance
more reliably, as cases will correctly reflect their final ownership status.
Question #:69
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.
Which solution should a consultant recommend for integration?
A. Utilize Apex with integrated External Objects.
B. Utilize an AppExchange integration package.
C. Utilize MuleSoft to integrate the systems.
Answer: C
Explanation

MuleSoft, as an integration platform, offers a robust solution for connecting Salesforce Service Cloud with
other systems like order fulfillment, inventory, invoicing, and financial data systems. MuleSoft's Anypoint
Platform enables seamless API-led connectivity, ensuring that data flow between Salesforce and external
systems is secure, efficient, and scalable. This approach supports complex integration scenarios and facilitates
real-time data exchange and process automation across disparate systems.
Question #:70
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
Answer: C
Explanation
To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce
Chat is recommended. Chat allows for real-time communication with multiple customers concurrently,
alleviating the pressure on call-based support and improving overall customer service efficiency.
Question #:71
The support team at Cloud Kicks would like to implement a messaging tool to address common customer
feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?
A. Slack Connect
B. Service GPT
C. Einstein Bots
Answer: C
Explanation
Einstein Bots should be recommended to address common customer feedback and concerns while extending
support capabilities. Einstein Bots are part of Salesforce's Service Cloud and can be programmed to handle
routine customer inquiries, freeing up agents to focus on more complex issues. These bots can be integrated
into various messaging platforms, providing a scalable and efficient way to improve customer service and
satisfaction.

Question #:72
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
C. Action & Recommendations component
Answer: B
Explanation
To improve agents' ability to find appropriate answers during chat sessions with customers, implementing
Einstein Article Recommendations is recommended. This feature uses AI to suggest relevant Knowledge
articles to agents based on the context of the chat, enhancing the efficiency of information retrieval and the
quality of customer support.
Question #:73
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
Answer: A
Explanation
To assist a Tier 2 service representative in taking over case processing from Tier 1 and understanding the
troubleshooting progress, "Path for Cases" is recommended. Path visually guides agents through the different
stages of a case, providing them with the necessary context and guidance at each step. This feature helps in
streamlining the handover process and ensures that Tier 2 representatives are immediately aware of the actions
taken by Tier 1, enhancing efficiency and case resolution times.
Question #:74
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
A. Use a change set.

B. Re-create them manually.
C. Use Salesforce Workbench.
Answer: A
Explanation
The best practice for deploying permission sets from a sandbox to production is to use a change set. Change
sets allow administrators to push configurations, including permission sets, directly from one Salesforce
environment to another. This ensures a smooth and error-free transfer of configurations, maintaining the
integrity of permissions and access controls in the production environment.
Question #:75
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.
Answer: B
Explanation
To prevent agents from responding to cases from customers who are ineligible for support, adding the related
Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to
quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring
compliance with support policies.
Question #:76
Universal Containers (UC) wants to report on how many customers with Service Contracts have specific
entitlements to determine if UC's
support offerings should be adjusted.
Which feature should the consultant recommend?
A. Build a joined report.
B. Build a dashboard.
C. Build a custom report type.

Answer: C
Explanation
Creating a custom report type allows for more flexibility in reporting by combining different objects and their
relationships, such as Service Contracts and Entitlements in this case. Universal Containers can use a custom
report type to specifically analyze customers with Service Contracts and their associated entitlements,
providing insights into support offerings and potential adjustments.
Question #:77
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues
with the service, such as a power outage, UMS needs to provide service agents, operations teams, and
customers with full visibility into the issue.
What is the recommended feature to meet the requirements?
A. Incident Management
B. Workforce Engagement
C. Field Service Management
Answer: A
Explanation
Incident Management in Salesforce is designed to provide visibility and coordination during service
disruptions or issues. For Ursa Major Solar, this feature would allow service agents, operations teams, and
customers to have a centralized view and updates on power outages or service issues, facilitating
communication and resolution efforts across all stakeholders involved in the incident.
Question #:78
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 using the role hierarchy.
B. Create a sharing rule for each division to provide access based on the article category.
C. Create a single data category group for each division and provide access using the role hierarchy.
Answer: C
Explanation

Salesforce Knowledge uses data categories to organize articles, making it easier to manage and access relevant
content. By creating a single data category group for each division and controlling access through the role
hierarchy, each division will only see articles categorized under their specific group. This setup ensures
compliance with the requirement that divisions access only their own articles, leveraging Salesforce's robust
security and access control features.
Question #:79
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 flow orchestration with Work Guides
B. Implement a third-party app from AppExchange.
C. Implement Guidance for Success and Knowledge articles.
Answer: A
Explanation
For a full Incident Management, Swarming, and Change Management process that includes interactive
recommendations, implementing flow orchestration with Work Guides is recommended. Work Guides provide
step-by-step guidance and can orchestrate complex processes across departments, ensuring adherence to
auditing and governance requirements while offering interactive, context-specific recommendations.
Question #:80
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 Category Visibility of All Categories provides Public Read-Only access.
B. Data Category Visibility of Custom overrides organization-wide default sharing access.
C. Data Categories no longer control access to articles.
Answer: C
Explanation

Upon enabling 'Use standard Salesforce sharing' in Knowledge Settings, it's crucial to understand that Data
Category Visibility will no longer control access to articles. Instead, standard Salesforce sharing rules and
permissions will govern article access, making it important to carefully configure these settings to maintain the
desired level of access control and visibility based on the organization's requirements.
Question #:81
Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails,
phone calls, and chatbots.
What should the consultant recommend to meet this requirement?
A. Social media
B. Messaging apps
C. Salesforce Knowledge
Answer: B
Explanation
To offer a more personalized and flexible service experience, integrating messaging apps into the service
strategy is recommended. Messaging apps allow for asynchronous, convenient communication that can
enhance customer engagement and satisfaction by catering to their preferences for quick, informal interactions.
Question #:82
Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send
an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this
step.
What should a consultant recommend to address this problem?
A. Create a Case Macro.
B. Create a Validation Rule.
C. Create an action on Case,
Answer: A
Explanation
To address the issue of agents forgetting to update the Case Status after sending an email, creating a Case
Macro that automates the process of sending the email and updating the status is recommended. This ensures
consistency in case management and adherence to support processes, enhancing service quality and
managerial oversight.
Question #:83

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on
information about the case.
A. Add the Knowledge object to global search objects.
B. Add the Knowledge component on the case Lightning record page.
C. Add the Knowledge related list to the case page layout.
Answer: B
Explanation
To enable Salesforce to suggest Knowledge articles to agents based on case information, adding the
Knowledge component to the case Lightning record page is recommended. This component dynamically
suggests relevant articles to agents as they work on cases, improving efficiency and providing agents with
quick access to helpful information for case resolution.
Question #:84
Cloud Kicks' development team must manage multiple projects that compete for limited
resources. The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
A. Test
B. Design
C. Enablement
Answer: B
Explanation
Before beginning the build phase, especially in a dynamic environment with multiple projects and limited
resources, it's crucial to complete the Design step. This involves defining the architecture, user experience, and
functional requirements, ensuring that the development team has a clear blueprint to follow, which can adapt
to changes and prioritize urgent work efficiently.
Question #:85
A consultant has been hired to integrate a client's phone system with the Service Console.
What is the consultant required to do during this integration?
A. Enable the Lightning Console.

B. Configure the CTI Adapter.
C. Add the utility bar to the app.
Answer: B
Explanation
During the integration of a client's phone system with the Service Console, configuring the Computer
Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone
system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service
Console for improved agent efficiency.
Question #:86
Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include
integrations with third-party systems.
Following best practices, which development and deployment path should a consultant recommend?
A. Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user
acceptance and integration testing in production.
B. Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in
production.
C. Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then
move the features to production.
Answer: C
Explanation
Following best practices for developing a new Case Management solution that includes third-party
integrations, it's advisable to use separate sandboxes for different stages of development. This approach allows
for isolated environments to develop, test, and validate features before deployment to production, minimizing
risks and ensuring that new functionalities meet user requirements and work as expected in an integrated
ecosystem.
Question #:87
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?
A. Configure Omni-Channel Skills-based Routing.
B.

B. Configure Case Assignment rule and Omni-Channel Supervisor.
C. Configure Omni-Channel Queue-Based Routing.
Answer: A
Explanation
To meet the requirement of routing cases based on language proficiency and knowledge area, Omni-Channel
Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who
possess the specific skills required to handle the case, such as language fluency and product expertise,
ensuring efficient and effective case resolution.
Question #:88
Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and
categories require approval. Both the
Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to
submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?
A. Update the Approval Process to Auto-launch.
B. Create a Lightning Web Component action for Approval Process.
C. Create an autolaunched Flow.
Answer: C
Explanation
An autolaunched Flow can automate the approval process for Salesforce Knowledge articles by triggering the
submission for approval based on specific criteria, such as article type or category. This method ensures that
articles requiring approval are automatically sent through the approval process, reducing the reliance on agents
to remember to submit articles manually. It streamlines the publishing workflow, ensuring compliance with
Knowledge-Centered Support (KCS) practices and organizational requirements.
Question #:89
Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of
agent messaging sessions with
customers. After discussions with leadership and the customer service team, the consultant determines that the
biggest gains with the least amount of
effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?
A.

A. Einstein Reply Recommendations
C. Einstein Case Wrap-Up
Answer: A
Explanation
Einstein Reply Recommendations use AI to suggest responses to agents during messaging sessions,
automating standard replies and improving efficiency. This feature helps reduce the time spent by agents on
crafting responses, thereby enhancing the quality of customer interactions with minimal configuration effort.
Question #:90
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?
A. Use the most available routing model.
B. Use Most Cases Closed report.
C. Use the agents’ Presence Status.
Answer: A
Explanation
To assign cases based on agents' product specialization and ensure even distribution of case workload, using
Omni-Channel's "Most Available" routing model is suitable. This model assigns work based on agents'
capacity and specialization, balancing the workload among agents while ensuring cases are matched with the
appropriate expertise.
Question #:91
The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and
calendar month.
Which reporting solution should the consultant recommend?
A. Create a report using Grouping.
B. Create a reporting snapshot.
C. Create a joined report.

Answer: C
Explanation
To measure first-call resolution by channel, agent, and calendar month, a joined report is recommended. This
type of report allows the combination of related reports into a single report with multiple blocks, enabling the
analysis of data across different dimensions such as communication channels, individual agent performance,
and timeframes, providing a comprehensive view of first-call resolution metrics.
Question #:92
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.
Answer: A
Explanation
In the build phase of a Service Cloud implementation, prioritizing the configuration, development, and testing
of the application in a sandbox environment is crucial. This ensures that the system is aligned with the client's
business processes and requirements before deployment, facilitating a smooth transition and successful
implementation.
Question #:93
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 and trained support agents 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.
Answer: C
Explanation
Configuring a Case list view filtered by "My Case Teams" allows product managers to quickly see and review

cases associated with their product teams. This solution leverages the predefined case teams for each product,
making it easy for product managers to filter and access relevant cases, improving visibility and involvement
in the case management process.
Question #:94
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.
Answer: A
Explanation
To meet the SLA of responding to incoming cases within 2 hours, assigning cases to queues and using
Escalation Rules to escalate unassigned cases within 1 hour is the best practice. This approach ensures that
cases are promptly assigned to the appropriate agents, and escalation rules help to prioritize and alert agents or
managers to cases at risk of breaching the SLA, facilitating timely responses.
Question #:95
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 live agents during normal business hours and
observes holidays.
How should a consultant meet this requirement?
A. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct
Omni-Channel agents to sign off at the end of business
B. 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. hours or on holidays.
C. 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 agents are unavailable.

Answer: C
Explanation
To meet the requirement of directing cases to live agents only during business hours and considering holidays,
configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is
recommended. This ensures that customers are directed to submit a case form when live agent support is not
available, maintaining service expectations.
Question #:96
A service manager at Cloud Kicks has received complaints from customers who speak languages other than
English that their cases are taking a
long time to be resolved. After investigation, the consultant has determined that these work items fail to be
assigned to the correct agents.
What should the consultant recommend that the service manager do first?
A. Review Assigned Work.
B. Review Queues Backlog.
C. Review Skills Backlog.
Answer: C
Explanation
Reviewing the Skills Backlog allows the service manager to identify any mismatches or delays in assigning
cases to agents with the appropriate language skills. Addressing issues in the skills assignment process can
help reduce resolution times for non-English speaking customers by ensuring cases are directed to the right
agents.
Question #:97
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. Omni-Channel
B. Record Types
C. Dynamic Forms
Answer: B
Explanation

For Universal Containers to manage different support processes and fields for two separate business groups,
implementing Record Types is recommended. Record Types allow the creation of distinct page layouts for
each business group, enabling customization of support processes and fields to meet the specific needs of each
group, ensuring effective and organized case management.
Question #:98
Universal Containers has a case handling process that requires each case to go through a
series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?
A. Define entitlements and milestones.
B. Enable and configure Omni-Channel routing.
C. Implement Lightning flow with time-based actions.
Answer: A
Explanation
To manage a case handling process that requires each case to go through a series of time-bound steps, defining
entitlements and milestones is the recommended solution. This setup allows for the specification of service
levels, tracking progress against defined milestones, and ensuring cases progress in a timely manner from
submission to closure.
Question #:99
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?
A. Case assignment rules
B. Omni-Channel
C. Case team
Answer: B
Explanation
To ensure service agents handling both chat and case processing are assigned an appropriate number of issues,
Omni-Channel is the solution. Omni-Channel's capacity management features ensure that agents are not

overloaded with work items, maintaining a manageable workload and improving efficiency and response
times.
Question #:100
Universal Containers wants to allow customers to send messages to agents in Service
Console via their preferred mobile app.
A. Einstein Bots
B. OmniStudio
C. Messaging
Answer: C
Explanation
To enable customers to send messages via their preferred mobile app to agents in the Service Console, the
"Messaging" feature in Salesforce is recommended. This feature integrates various messaging platforms with
the Service Cloud, allowing agents to communicate with customers through their preferred channels,
enhancing customer experience and engagement.
Question #:101
What should a consultant recommend to ensure chat requests contain sufficient information for service agents
to respond effectively?
A. Customize Intents using Einstein Chatbots.
B. Customize the Lightning Console chat page.
C. Customize the pre-chat form.
Answer: C
Explanation
Customizing the pre-chat form allows for the collection of sufficient information from customers before a chat
session begins. This ensures that service agents have the context and details needed to respond effectively,
improving the efficiency and quality of chat interactions.
Question #:102
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,
Answer: A
Explanation
To efficiently distribute cases and get the right people involved for quicker resolution, creating queues that
group support agents by expertise or function and utilizing assignment rules to automatically route cases to the
appropriate queues is recommended. This approach streamlines case distribution, ensuring cases are handled
by agents best equipped to resolve them promptly.
Question #:103
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 the release is
deployed.
B. Disable updates to the sandbox so the team can continue using the solution without the updates from the
release.
C. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release
being g deployed.
Answer: C
Explanation
Opting the sandbox in as a preview org allows the UC team to test new Salesforce features and updates in a
controlled environment before they are deployed to the production org. This proactive approach helps identify
and address potential issues, ensuring that the implementation project is not adversely affected by upcoming
Salesforce releases.
Question #:104
Universal Containers (UC) has created a new partner onboarding process that requires an agent 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 a cost-effective method for agents to create these activities?
A. Execute a macro
B. Navigate a Screen Flow.
C. Leverage Einstein Case Wrap-Up.
Answer: A
Explanation
To efficiently create multiple activities related to the new partner onboarding process, executing a macro is a
cost-effective method. Macros automate repetitive tasks, allowing agents to quickly generate the required
activities for each step of the onboarding process, saving time and reducing manual effort.
Question #:105
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North
America, Europe, and
Asia. UC wants standardized reporting across worldwide contact centers’ key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?
A. Assign a global team of experienced analysts to create a standard report template.
B. Ask leadership, management, and agents in all regions to vote on the standard report template.
C. Request that the VP of worldwide support design a standard report template to provide a clear vision,
Answer: A
Explanation
For Universal Containers to achieve standardized reporting across its worldwide contact centers, assembling a
global team of experienced analysts to develop a standard report template is recommended. This approach
ensures that the template reflects a comprehensive understanding of global KPIs, facilitating consistent
performance measurement and comparison across all regions.
Question #:106
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and
fully productive is
a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?
A. In-App Guidance

B. Einstein Next Best Action
C. Actions & Recommendations
Answer: B
Explanation
To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console
is recommended. This feature provides agents with contextually relevant suggestions and standardized
dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality
customer service.
Question #:107
What is a common deflection technique to reduce the number of interactions for a contact center?
A. Suggest articles for an Email-to-Case question.
B. Recommend articles prior to a Chat session.
C. Recommend articles during a call from a support agent.
Answer: B
Explanation
A common deflection technique to reduce contact center interactions is to recommend Knowledge articles to
customers before they initiate a Chat session. This proactive approach can resolve customer queries without
the need for direct agent interaction, improving efficiency and customer satisfaction by providing immediate
solutions.
Question #:108
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?
A. Enable Chat in an Experience Cloud site.
B. Create a self-service help Center
C. Allow comments on Knowledge articles.
Answer: B
Explanation

To help customers resolve issues by browsing Knowledge articles and submitting a case if needed, creating a
self-service help center is advised. This can be achieved using Experience Cloud, providing a centralized
platform where customers can access Knowledge articles, FAQs, and submit cases directly, enhancing the
self-service experience.
Question #:109
Universal Containers’ support team requires its customers to submit their support inquiries via free form email
(Outlook, Gmail, Yahoo, etc.).
Additional requirements are listed below:
* Support attachments up to 25 MB per inquiry
* Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements?
A. On-Demand Email-to-Case
B. Heroku Connect
C. Email-to-Case
Answer: A
Explanation
For supporting attachments up to 25 MB and handling under 2,500 inquiries per day via free-form email,
On-Demand Email-to-Case is the recommended solution. On-Demand Email-to-Case processes emails and
attachments without requiring an email server, and is suitable for the specified volume and attachment size
requirements, ensuring efficient case creation from customer emails.
Question #:110
Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has
recently received complaints from customers who have set their communication preferences to email only or
text only.
What is the most efficient solution the consultant should use to meet the requirements?
A. Remove the phone number from the page layout.
B. Use Dynamic Forms to hide the phone number.
C. Set the Contact Do Not Call field value to True.
Answer: C
Explanation

To address customer complaints about receiving calls despite preferences for email or text communication,
setting the 'Do Not Call' field value to True on Contact records is the most efficient solution. This ensures that
Lightning Dialer respects communication preferences, preventing calls to customers who have opted out,
thereby enhancing customer satisfaction and adherence to communication preferences.
Question #:111
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 Cases with Milestones report type.
C. Use the Case Lifecycle report type.
Answer: C
Explanation
For analyzing the time spent within each case status during the case lifecycle, the Case Lifecycle report type is
recommended. This report provides a detailed view of the duration cases spend in each status, helping to
identify bottlenecks and areas for process improvement to reduce average case age and enhance customer
satisfaction.
Question #:112
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. Add "updated" to the name of the new article.
B. Use Smart Link to Article to select the prior version.
C. Select the Flag as new version checkbox when publishing.
Answer: C
Explanation

To ensure that prior versions of Knowledge articles remain associated with closed cases after updates,
selecting the "Flag as new version" checkbox when publishing the revised articles is recommended. This
approach maintains the link between closed cases and the specific article versions referenced at the time,
preserving the accuracy of historical case resolutions.
Question #:113
Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge
Migration Tool and noticed that none of
the article file attachments were migrated.
How can a consultant migrate the file attachments?
A. Use the Files Related List on each article to add files to the articles.
B. Use the Lightning Knowledge Migration Tool and choose ‘include files’.
C. Upload the files as Documents, then relate them to the migrated articles.
Answer: A
Explanation
When migrating to Lightning Knowledge, file attachments from Classic Knowledge articles do not
automatically transfer. To migrate these file attachments, consultants can manually add files to the
corresponding Lightning Knowledge articles using the Files Related List. This approach ensures that all
relevant attachments are associated with the correct articles, maintaining the integrity and usefulness of the
Knowledge base post-migration.
Question #:114
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 web, SMS, Facebook Messenger, and
WhatsApp.
What should the consultant recommend to handle the new cases?
A. Implement Case Swarming.
B. Implement Einstein Bots.
C. Implement Skills-Based Routing.
Answer: B
Explanation
For handling a high volume of simple cases such as password resets and order inquiries across multiple
channels, implementing Einstein Bots is recommended. Bots can automate responses to these common

inquiries, providing self-service options for customers and reducing the case load on human agents.
Question #:115
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.
Answer: B
Explanation
To improve agent efficiency in finding and using articles, configuring the Lightning Knowledge component
and related list actions is advisable. This setup allows agents to easily search for, preview, and insert links to
relevant Knowledge articles directly into their responses without leaving their workspace. This streamlined
approach reduces the time spent on manual copying and pasting, enhancing productivity and ensuring
consistent use of approved content.
Question #:116
Universal Containers’ customers prefer speaking to a live support agent for complex product issues. This
results in a high volume of phone calls
and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?
A. Embedded Chat window
B. Contact requests
C. Web-to-Case
Answer: A
Explanation
To address customer dissatisfaction with long hold times for phone support, embedding a Chat window on the
company's website or customer portal is recommended. This provides an alternative real-time communication
channel, allowing customers to quickly connect with live support agents for complex issues without the need
for phone calls, reducing wait times and improving customer satisfaction.

Question #:117
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,
Answer: A
Explanation
To address the issue of duplicate cases from the same customers in different channels, enabling the Case
Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases,
ensuring a consolidated view of customer issues and preventing redundant work.
Question #:118
Universal Containers wants to provide its resellers a secure portal where they can share their customer
accounts, submit and track the status of their cases, and view reports and dashboards.
A. Employee Community
B. Partner Experience site
C. Customer Experience site
Answer: B
Explanation
For providing resellers with a secure portal to share customer accounts, submit and track cases, and view
reports, implementing a Partner Experience site is recommended. This solution offers a collaborative platform
tailored for partners, enhancing communication, case management, and access to vital information,
strengthening the partnership ecosystem.
Question #:119
Universal Containers wants to automate the process of case creation. While conducting a business process
review, the consultant learned that customers sometimes upload digital pictures of

the problem.
Following best practices, which solution should a consultant recommend?
A. Email-to-Case
B. AppExchange package
C. Web-to-Case
Answer: A
Explanation
For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the
best practice solution. It allows customers to send emails with attachments, which are automatically converted
into cases, including the digital pictures, streamlining the case creation process and improving response times.
Question #:120
Universal Containers is launching a full line of new products, and Service Cloud should support the following
requirements:
* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?
A. Use Salesforce Flow for notifications and Case Teams to monitor cases,
B. Use Escalation Rules for notifications and Case Teams to monitor cases.
C. Use Salesforce Flow for notifications and Account Teams to monitor cases.
Answer: B
Explanation
To meet the requirements of collaboration and alerting the product development team on high-priority cases
for specific products, utilizing Escalation Rules for notifications and Case Teams for case monitoring is
recommended. This approach ensures that critical cases are escalated and visible to the necessary teams for
timely and collaborative resolution.
Question #:121
Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle
security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

A. Open the relevant record being routed.
B. Debug Omni-Channel routing from Setup.
C. Open the Omni-Channel Supervisor tab.
Answer: C
Explanation
To validate that Omni-Channel routing is functioning correctly, especially when agents report incorrect case
routing, the first step should be to open the Omni-Channel Supervisor tab. This tool provides real-time
visibility into the routing and handling of work items, allowing consultants to monitor and troubleshoot
routing configurations and ensure that cases are directed to the appropriate agents based on predefined criteria.
Question #:122
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. the
What is a recommended Service Cloud feature that improves the process?
A. Macros
B. Global Quick Action
C. Quick text
Answer: A
Explanation
To improve the efficiency of the repetitive task of closing cases and sending surveys, using Macros in Service
Cloud is recommended. Macros automate repetitive tasks with a single click, significantly reducing the time
required per case and increasing overall operational efficiency, especially with a high volume of cases.
Question #:123
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30
minutes.
What should the agent do next?
A. End the messaging session with the customer.
B. Mark the messaging session as customer Inactive.

C. Leave the messaging session with the customer open.
Answer: A
Explanation
In situations where a customer stops responding during a messaging session, it's practical for service agents to
end the session after an appropriate wait time. This action helps in managing agent workload efficiently and
ensures that resources are allocated to active engagements. Ending the session also allows for proper session
management and reporting, contributing to accurate metrics on customer interactions.
Question #:124
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article
quality. CK plans to allow all service agents to create articles.
What should the consultant recommend to create a vetting workflow to reduce the number of low-quality
articles?
A. Flow with notifications
B. Reports and dashboards
C. Approval process
Answer: C
Explanation
To maintain article quality while increasing the number of Knowledge articles, implementing an approval
process for article creation is recommended. This process allows for the vetting of articles by subject matter
experts or managers before publication, ensuring that only high-quality content is made available in the
knowledge base.
Question #:125
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles
from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?
A. Change the HTML format first to support subfields.
B. Create an HTML file for each rich text area field.
C. Modify the import parameters to specify HTML encoding.
Answer: B

Explanation
For importing how-to guides written in HTML into Salesforce Knowledge, creating an HTML file for each
rich text area field in the Knowledge article format is recommended. This method ensures that the HTML
content is properly mapped and displayed within Salesforce Knowledge articles, preserving the formatting and
structure of the original guides.
Question #:126
Universal Containers case managers receive a high volume of new cases daily and would like to improve
efficiency across multiple teams with
multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all
case managers, regardless of the case
manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?
A. Implement Einstein Article Recommendations.
B. Implement Skills-Based Routing.
C. Implement Queue-Based Routing
Answer: B
Explanation
Skills-Based Routing is an advanced feature in Salesforce Service Cloud that directs cases to the most
qualified case managers based on their skills and expertise. By implementing Skills-Based Routing, Universal
Containers can ensure that cases are assigned to case managers with the appropriate product knowledge,
improving case resolution efficiency and quality. This method optimizes resource allocation and enhances
customer satisfaction by matching cases with the best-suited case managers.
Question #:127
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
Answer: C
Explanation

To identify which Knowledge articles are used most often by call center agents, creating a report that tracks
the number of Knowledge articles attached to cases is recommended. This provides insights into which articles
are most frequently utilized in case resolutions, informing content optimization and training efforts.
Question #:128
Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system.
Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?
A. Add images to an HTML file.
B. Ensure each image is less than 25 MB.
C. Change all images to JPEG files.
Answer: B
Explanation
When moving images into Salesforce Knowledge, it's important to ensure that each image file size does not
exceed Salesforce's maximum file size limit, which is typically 25 MB. Adhering to this constraint ensures that
images can be successfully uploaded and displayed within Knowledge articles.
Question #:129
Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation
must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.
Which feature should the consultant suggest?
A. Web-to-Case
B. On-Demand Email-to-Case
C. Email-to-Case
Answer: A
Explanation
For handling up to 5,000 new cases per day with the capability for customers to attach files under 10 MB,
Web-to-Case is the recommended feature. This allows customers to submit cases directly through a web form,
including file attachments, efficiently scaling case creation capabilities while reducing the workload on
support agents.
Question #:130
Using the Lightning Service Console, how can a contact center manager see which service agents are currently

available to accept new cases?
A. Omni-Channel Analytics
B. Omni-Channel Utility component
C. Omni-Channel Supervisor tab
Answer: C
Explanation
The Omni-Channel Supervisor tab in the Lightning Service Console provides real-time visibility into the status
of service agents, including who is currently available to accept new cases. This feature allows contact center
managers to monitor and manage agent availability and workload effectively, ensuring efficient case
distribution.
Question #:131
Support is divided by product line at Universal Containers. Each product line has its own support reps, queue,
articles, and record types. Support
reps only work within their product line. To help standardize communications with customers, the support
administrator would like to implement quick
texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product
line?
A. Create a folder for each product line and share them with public groups.
B. Set the organization-wide default to Private and create sharing rules to share them with roles.
C. Add a permission set for Read access to the appropriate product line.
Answer: A
Explanation
By creating a separate folder for quick texts for each product line and sharing these folders with respective
public groups associated with each product line's support reps, Universal Containers can ensure that support
reps have access only to the quick texts relevant to their product line. This approach maintains organized
access control and supports standardization while catering to the unique needs of each product line.
Question #:132
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?
A. Waterfall
B. Hybrid
C. Agile
Answer: C
Explanation
Given the requirements for quick iterations, speedy completion, and frequent updates, the Agile methodology
is recommended. Agile allows for adaptive planning, evolutionary development, early delivery, and
continuous improvement, facilitating rapid response to changes and ensuring close collaboration with the
client for regular feedback and refinement.
Question #:133
Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would
like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.
Which reporting solution should a consultant recommend?
A. Custom Report Types with Reports and Dashboards
B. Knowledge Base Reports and Dashboard Package Installation
C. Knowledge Dashboard Pack for CRM Analytics Installation
Answer: B
Explanation
For Universal Containers to report on trends in Knowledge Searching, User Activity, and Data Category
Usage, installing the Knowledge Base Reports and Dashboard package is recommended. This package
provides pre-built reports and dashboards specifically designed for analyzing Knowledge usage and
performance, enabling UC's analytics team to gain insights into Knowledge program effectiveness.
Question #:134
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?
Answer: B
Explanation
Asking whether support is provided on a periodic basis and renewed annually helps determine the need for
Service Contracts in addition to Entitlements. Service Contracts are suitable for situations where support is
tied to specific terms and conditions, such as annual support agreements, whereas Entitlements define the
types of support a customer is entitled to.
Question #:135
Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list
views.
Which Service Console productivity tool should a consultant recommend?
A. Run a macro on each case.
B. Use a mass Quick Action.
C. Use a keyboard shortcut.
Answer: B
Explanation
For managers at Cloud Kicks who need to update the Case Type field for multiple cases at once using list
views, utilizing a mass Quick Action is the recommended Service Console productivity tool. Mass Quick
Actions allow users to make updates to multiple records simultaneously from a list view, streamlining the
process of updating case information and enhancing efficiency in case management workflows.
Question #:136
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents
have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and
share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?
A. Use custom labels to manage quick text translations.
B. Share a folder with quick text for each translation.
C. Share each quick text individually to Public Groups.

Answer: B
Explanation
Sharing a folder containing quick text translations for each language with the appropriate groups of service
agents ensures that agents have access to common responses in the necessary languages. This approach
facilitates efficient communication with customers worldwide and streamlines the management of translated
quick texts.
Question #:137
Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers.
Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?
A. SMS Long Code
B. SMS Enhanced
C. SMS Short Code
Answer: A
Explanation
For sending SMS messages between 175 and 255 characters, using SMS Long Code is recommended. Long
Codes are standard telephone numbers used for longer text message communications, suitable for more
detailed SMS interactions with customers while providing a more personalized experience.
Question #:138
Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot
group of users revealed they would like
a quick way to navigate the console, including changing tabs, saving records, and searching.
What is the recommended feature to improve productivity?
A. Keyboard shortcuts
B. Quick text
C. Custom macros
Answer: A
Explanation

Keyboard shortcuts in the Lightning Service Console enable service agents to quickly navigate the console,
change tabs, save records, and perform searches without relying on mouse clicks. This feature enhances
productivity by allowing agents to perform common actions more efficiently, addressing the feedback from the
pilot group of users.
Question #:139
Support managers have requested the ability to provide real-time feedback to agents
during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
A. Chatter
B. Omni-Channel Supervisor
C. Flow Orchestrator
Answer: B
Explanation
To enable support managers to provide real-time feedback to agents during customer chat sessions,
configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat
sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality
of customer interactions.
Question #:140
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity
trends.
Which primary object should a consultant select to create a new Omni-Channel report type?
A. Agent Detail
B. Agent Work
C. Assigned Work
Answer: B
Explanation
To monitor agent productivity trends, creating a new report type based on the "Agent Work" object is
recommended. This object captures detailed information about the work assigned to and completed by agents,
enabling the generation of daily reports that provide insights into productivity trends and areas for
improvement.

Question #:141
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate
attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The
team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?
A. Omni-Channel routing
B. Case escalation
C. Swarming
Answer: C
Explanation
For addressing complex issues requiring immediate attention and collaboration across multiple teams,
recommending the swarming approach, particularly facilitated through Slack for Service, is advised.
Swarming enables cross-functional teams to come together quickly to solve issues, leveraging collective
expertise and improving resolution times for complex cases.
Question #:142
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?
A. Create a dashboard using Reporting Snapshots.
B. Create a dashboard for each support manager.
C. Create a Dynamic Dashboard.
Answer: C
Explanation
For a scalable solution that allows support managers to see regional support metrics by default, creating a
Dynamic Dashboard is advisable. Dynamic Dashboards display data according to the viewer's access
permissions and role hierarchy, enabling each support manager to view metrics specific to their region
automatically, without the need for multiple individual dashboards.
Question #:143

Universal Containers requires that users have the ability to view specific cases, as determined by the Product
Type field on the case. When a
case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?
A. Case teams
B. Case swarms
C. Account teams
Answer: A
Explanation
Case teams in Salesforce allow for collaborative case management by enabling a group of users to work on
cases together. By using case teams, Universal Containers can specify which users have access to cases based
on the Product Type field. Additionally, workflow rules or process builders can be configured to send emails
to case team members when a case is created or closed, ensuring that only those with access to the case are
notified, thus meeting the requirements.
Question #:144
A contact center manager wants to measure improvements to capacity planning operations after the
implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
A. Number of closed cases
B. Agent utilization
C. Deflection rate
Answer: B
Explanation
Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it
measures the percentage of time agents spend handling customer interactions compared to their available time.
Improvements in agent utilization indicate a more efficient allocation of resources and better capacity
planning.
Question #:145
Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit
support requests instead of calling the customer service center. The product owner has asked the consultant to
create the implementation plan and research solutions.

What should the consultant do before creating an implementation plan?
A. Review Service Setup Assistant for Web-to-Case.
B. Review guidelines and limits for Web-to-Case.
C. Review Einstein Conversation Mining for Web-to-Case.
Answer: B
Explanation
Before creating an implementation plan for Web-to-Case, reviewing the guidelines and limits for this feature is
essential. Understanding these constraints ensures that the implementation aligns with Salesforce's capabilities
and limitations, facilitating a smooth and effective deployment of the Web-to-Case form.
Question #:146
Universal Containers (UC) has a policy that requires all email traffic to remain within its
firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from
customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?
A. Email-to-Case
B. deg -Demand Email-to-Case
C. Email relay
Answer: A
Explanation
For Universal Containers, which requires all email traffic to remain within its firewall and handles a high
volume of cases with attachments, Email-to-Case is the recommended solution. Email-to-Case allows emails
to be converted into cases within Salesforce while keeping email data secure within the company's firewall,
accommodating the need for security and efficiency in handling customer cases.
Question #:147
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs)
to ensure that its customer support
center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
A.

A. All Cases by Customer
B. All Open Cases by Priority
C. Case Resolution Time
Answer: C
Explanation
Case Resolution Time is a critical KPI for understanding support center costs. It measures the average time
taken to resolve customer cases, directly impacting labor costs and resource allocation. By monitoring and
optimizing Case Resolution Time, executive management can identify efficiency improvements, manage
staffing requirements more effectively, and ultimately reduce the cost of operating the customer support
center.
Question #:148
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 View All for the Case object and field-level security.
B. Configure Case Team with Read Write and field-level security.
C. Configure OWD for the Case object and implement Salesforce Shield.
Answer: B
Explanation
To meet the requirements of different access levels for account managers and support engineers, configuring
Case Teams with appropriate roles and applying field-level security to the Personal Identifiable Information
(PII) data field is advisable. This approach allows for granular control over access to case information and PII
data, ensuring that each role has the necessary permissions while maintaining data privacy and security.
Question #:149
To help service agents 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 consultant configure this requirement?
A. Add the Knowledge tab to the Service Console.
B.

B. Add the Knowledge component to the Case record page.
C. Add the Knowledge related list to the Case record page.
Answer: B
Explanation
To assist service agents in finding relevant Knowledge articles for new cases, adding the Knowledge
component to the Case record page in the Lightning Service Console is recommended. This component
dynamically suggests articles based on case details, aiding agents in providing accurate and efficient
responses.
Question #:150
Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call
completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight
about agent efficiency.
Which metric should a consultant recommend to track the efficiency of individual agents?
A. Total Emails Sent
B. Call Abandonment
C. After Conversation Work Time
Answer: C
Explanation
To track the efficiency of individual agents using the Service Cloud Voice Dialer, focusing on the "After
Conversation Work Time" metric is recommended. This metric measures the time spent by agents on
follow-up tasks after a call has ended, providing insights into how efficiently agents manage their post-call
responsibilities and contributing to an overall understanding of agent productivity.
Question #:151
Universal Containers is training a new set of service agents. 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
agents' 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. Chat Supervisor tab and Whisper Messages
B. Incident Management tab and Whisper Messages

C. Omni-Channel Supervisor and Whisper Messages
Answer: C
Explanation
To enable contact center managers to monitor messaging sessions and provide guidance to service agents,
configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup
allows managers to oversee agent-customer interactions in real-time and offer discreet advice to agents during
messaging sessions, ensuring professionalism and accuracy in responses.
Question #:152
Universal Containers has technical support and general customer service teams that use unique Service
Console applications.
Which configuration should a consultant use when deploying the console?
A. Assign the app to the User profile.
B. Assign a permission set granting the Service User license.
C. Assign the Service User license to their User record.
Answer: A
Explanation
Assigning the Service Console application to the User profile ensures that users within specific profiles have
access to the appropriate console based on their role and responsibilities. This configuration allows for a
customized experience, ensuring that technical support and general customer service teams have access to the
tools and information relevant to their unique workflows.
Question #:153
Service Console users work on dozens of cases at a time and often need to update a case they worked on
earlier in the day.
A. Add History to the Utility bar.
B. Create a custom dashboard.
C. Keep all cases open in tabs.
Answer: A
Explanation

For Service Console users who need to efficiently revisit cases worked on earlier, adding the History
component to the Utility Bar is recommended. This provides quick access to recently viewed records, enabling
users to navigate back to previous cases without keeping all cases open in tabs, enhancing productivity and
case management efficiency.
Question #:154
A 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 Call Center
B. Lightning Dialer
C. Service Cloud Softphone Layout
Answer: A
Explanation
When integrating a client's phone system with Salesforce, using the Service Cloud Call Center (also known as
Salesforce Call Center) is recommended. This feature facilitates the integration of telephony systems with
Salesforce, enabling agents to manage calls directly within the Service Cloud interface, enhancing efficiency
and providing a unified customer service experience.
Question #:155
What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud
instance?
A. It should be deployed with Experience Builder.
B. It is incompatible with Einstein Bots.
C. It should be routed via Omni-Channel,
Answer: C
Explanation
When implementing Salesforce Chat functionality, it's important to integrate it with Omni-Channel for routing.
This ensures that chat requests are distributed based on agent availability and workload, aligning with overall
service channel management and ensuring efficient handling of customer inquiries.
Question #:156
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution
by call center.
Which analytics solution should the consultant recommend?

A. Case report grouped by Call Center
B. Case History report grouped by Call Center
C. Dynamic Dashboard grouped by Call Center
Answer: C
Explanation
A Dynamic Dashboard enables personalized data visualization for each viewer based on their Salesforce role
or user specifics. For tracking first-call resolution by call center, a Dynamic Dashboard can be configured to
display monthly historical metrics relevant to each call center. This approach allows the support manager to
view data specific to each call center, ensuring the metrics are accurate and tailored to the manager's needs for
analysis and decision-making.
Question #:157
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, Execute, Test, Validate
C. Plan, Prepare, Test, Execute, Validate
Answer: C
Explanation
For data migration to Salesforce, including active accounts, contacts, and historical cases, the recommended
approach is to Plan, Prepare, Test, Execute, and Validate. This structured approach ensures thorough
preparation, testing for accuracy, execution of the migration, and validation of the data post-migration,
ensuring a smooth transition to Salesforce with accurate and complete data.
Question #:158
Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to
interact with customers. The VP of
support and services has asked for additional system improvements to facilitate customer self-service.
A. Have customers search the Knowledge base for solutions.
B.

B. Provide a toll-free customer support phone number.
C. Create an Experience Cloud site for customers.
Answer: C
Explanation
An Experience Cloud site can serve as a self-service customer portal, providing access to a knowledge base,
support resources, and community forums where customers can find answers, log cases, and interact with each
other and the organization. This solution aligns with the goal of facilitating customer self-service and
complements the existing CTI system, Knowledge base, and Einstein Chatbots.
Question #:159
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?
A. Escalation rules
B. Apex trigger
C. Quick Action
Answer: C
Explanation
For agents wanting to launch a Slack Swarm for difficult cases, recommending the creation of a Quick Action
in Service Cloud is suitable. This Quick Action can be configured to initiate a swarm in Slack, pulling in
experts from multiple departments efficiently, enhancing collaboration and problem-solving for complex
cases.
Question #:160
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. Einstein Next Best Action
B.

B. Service Analytics Predictions
C. Visual Remote Assistant
Answer: A
Explanation
To ensure upselling occurs only when customers are likely to be receptive, implementing Einstein Next Best
Action is recommended. This tool uses AI to suggest the most appropriate actions or offers to service agents
based on customer context and interaction history, increasing the likelihood of a positive response to upselling
efforts while maintaining customer satisfaction.
Question #:161
Which advantage does Salesforce provide with the OpenCTI framework?
A. Developers can Integrate with any telephony platform available with minimal need for customization.
B. Agents can use telephony on a wide range of browsers and operating systems while only developing
once.
C. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
Answer: B
Explanation
Salesforce's OpenCTI (Computer Telephony Integration) framework offers the advantage of allowing agents
to use telephony across various browsers and operating systems without the need for multiple developments.
This cross-platform compatibility ensures a consistent user experience and simplifies telephony integration
within Salesforce, enhancing efficiency and accessibility for service agents.
Question #:162
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
A. Knowledge articles suggested by Einstein
B. Upcoming Milestones for the Case's Entitlement
C. Internal Chatter posts about the Case
Answer: A
Explanation
Salesforce enables the attachment of Knowledge articles suggested by Einstein to customer emails as part of
standard Case Management capabilities. This feature leverages Einstein's AI to suggest relevant articles based
on case context, allowing agents to provide helpful information and resources directly to customers, enhancing

support quality and efficiency.
Question #:163
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where
customers have used abusive
language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
A. Create sensitive data rules.
B. Enable Assistance Flag Configuration setting.
C. Create an IP blocking rule.
Answer: C
Explanation
To prevent customers who use abusive language from starting future chat sessions, creating an IP blocking
rule is the recommended feature. This allows administrators to block specific IP addresses from accessing the
chat service, effectively preventing abusive customers from initiating new sessions and maintaining a positive
and safe environment for both customers and service agents.
Question #:164
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
Answer: B
Explanation
When support agents need to verify customer eligibility for support upon case creation, Entitlements should be
used. Entitlements define the types of support a customer is entitled to receive, based on factors like product or
service level agreements, enabling agents to quickly verify and ensure compliance with support policies.
Question #:165
The cost of providing contact center support has steadily increased. Universal Containers

wants to take cost-saving measures.
A. Configure a self-service Knowledge Base.
B. Configure Skills-Based Routing for service channels.
C. Create auto-response templates for Case emails.
Answer: A
Explanation
To reduce the cost of providing contact center support, configuring a self-service Knowledge Base is
advisable. This enables customers to find answers to their queries without needing to contact support agents
directly, potentially reducing the volume of support inquiries and associated costs, while also improving
customer satisfaction through quick self-resolution.
Question #:166
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge
management for its support agents. Several months after the implementation, CK management
notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a
decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?
A. Measure cases with and without articles attached with high CSAT scores.
B. Measure cases with and without articles attached with high net promoter scores (NPS),
C. Measure cases with and without articles attached based on case status.
Answer: A
Explanation
To understand the disparity in customer satisfaction reports, measuring cases with and without Knowledge
articles attached, and correlating them with high Customer Satisfaction (CSAT) scores can provide insights.
This KPI could reveal whether the use of Knowledge articles directly impacts customer satisfaction, helping to
explain the inconsistency between KPIs and customer testimonials.
Question #:167
Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software
engineering team would like to track their projects within Salesforce.

Which solution should the consultant recommend?
A. Create a new Case record type.
B. Enable Feed Tracking.
C. Install an AppExchange app.
Answer: C
Explanation
For the software engineering team at Cloud Kicks to track projects within Salesforce, an AppExchange app
dedicated to project management would be the most suitable solution. These apps are designed to handle
project tracking functionalities, including task assignments, progress tracking, and collaboration features,
tailored to project management needs. This approach allows for a specialized tool that integrates with
Salesforce, providing a seamless experience for the engineering team without repurposing or overextending
the functionality of Service Cloud case management.
Question #:168
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and
Web (MIAW).
A. Omni-Channel Routing
B. Milestones & Entitlements processes
C. Case Assignment rules
Answer: A
Explanation
To direct cases with the same criteria applied to Messaging for In-App and Web (MIAW), utilizing
Omni-Channel Routing is recommended. This feature enables the distribution of cases based on predefined
criteria, ensuring that cases are routed to the appropriate agents or queues for efficient resolution, mirroring the
strategy used for MIAW.
Question #:169
Universal Containers wants to implement best practices for its customer support teams and
has decided to follow a Knowledge Centered Support (KCS) methodology.
Which benefit can be expected?
A. Reduced post-interaction time

B. Reduced first contact resolution time
C. Reduced issue resolution time
Answer: C
Explanation
Adopting a Knowledge Centered Support (KCS) methodology can lead to reduced issue resolution time as a
key benefit. KCS emphasizes the creation, maintenance, and effective use of a knowledge base, enabling faster
access to solutions and reducing the time needed to resolve customer issues.
Question #:170
Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service
reps have worked with the same
customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?
A. Deduplicate the data before importing into Salesforce.
B. Import the records and create a Flow to change the data type.
C. Import the records and use Duplicate Management.
Answer: A
Explanation
The best practice to ensure clean data in Salesforce when importing customer data from Excel files is to
deduplicate the data before the import process. This involves identifying and merging duplicate records,
ensuring that only unique and accurate data is imported into Salesforce. This proactive step prevents data
quality issues and maintains the integrity of the Salesforce database.
Question #:171
An organization has requested guidance on how to delete customers’ personal data when they are no longer
associated with the company to stay compliant with global data protection and
privacy regulations.
Which solution should the consultant recommend to meet the requirement?
A. Search for all customer information in production and manually edit the fields of each record to
scramble the data so that it is no longer searchable
B. Search and remove all customer information, including records and in unindexed freetext fields, and
refresh sandboxes to ensure no data retention.
C.

C. Search for all customer information across environments and deactivate accounts or Experience Cloud
users associated with the contact.
Answer: B
Explanation
To comply with global data protection and privacy regulations, the consultant should recommend
systematically searching for and removing all customer personal data from production and sandbox
environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes
to eliminate any residual data, ensuring compliance and safeguarding customer privacy.
Question #:172
A business-to-consumer (B2C) company wants to decrease service costs. Currently,
customers pay invoices and update their contact Information by mailing paper payslips back to the
company.
What is the recommended solution to meet the requirements?
A. Experience Cloud with payment processing
B. Einstein Bots with check processing
C. Service Cloud Voice with Tele-pay
Answer: A
Explanation
To decrease service costs and modernize the process of paying invoices and updating contact information,
implementing an Experience Cloud site with integrated payment processing capabilities is recommended. This
allows customers to manage their accounts and transactions online, reducing reliance on paper-based processes
and enhancing overall efficiency.
Question #:173
Universal Containers wants to add functionality to its Service Cloud implementation so
customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?
A. Email-to-Case
B. Web-to-Case
C. Slack Connect

Answer: B
Explanation
To add functionality allowing customers to attach digital files to case records, Web-to-Case is recommended.
This feature enables customers to submit cases through a web form, including the capability to attach files,
facilitating the collection of additional information that can assist in case resolution.
Question #:174
How should a consultant configure a report that shows the average number of days that Cases stay open?
A. Create a formula field on Case to calculate the average age.
B. Create a report snapshot of the number of open Cases each day.
C. Use the standard Case age field on the resort.
Answer: A
Explanation
To report the average number of days that Cases stay open, creating a formula field on the Case object to
calculate the age of each case is effective. This formula can calculate the difference between the case creation
date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this
data to calculate the average age of cases, providing insights into case resolution times.
Question #:175
Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to
agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their
teams as well.
How should the consultant display the data quickly?
A. Create reports from Cases and display on a dashboard.
B. Migrate the data to a data lake and request a dashboard.
C. Use Einstein Analytics for Service Cloud,
Answer: C
Explanation
For providing executives and service managers with quick access to agent, team, and call center KPIs, utilizing
Einstein Analytics for Service Cloud is recommended. This solution offers advanced analytics and
visualization capabilities, enabling the creation of dashboards that provide real-time insights tailored to
different organizational levels, based on their data access.
Question #:176

Universal Containers wants to notify support managers when a new case has been untouched for more than 2
business hours.
Which approach should a consultant implement?
A. Establish Case Assignment rules.
B. Create a Flow with a scheduled path.
C. Configure Case Escalation rules.
Answer: C
Explanation
Case Escalation Rules can be configured to escalate cases that have not been touched within a specified
timeframe, such as 2 business hours. This ensures that support managers are notified when a case remains
untouched beyond the set threshold, allowing for timely intervention and improved case management.
Question #:177
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only
support. Support agents are certified on one or more specific product lines. CK
would like to provide support through multiple channels. CK wants to ensure a consistent customer
experience.
Which solution should the consultant recommend to meet the requirements?
A. Omni Channel with Queue-Based Routing
B. Omni-Channel with Capacity-Based Routing
C. Omni-Channel with Einstein Case Routing
Answer: C
Explanation
To meet the requirements of providing support through multiple channels with a consistent customer
experience, Omni-Channel with Einstein Case Routing is recommended. This solution uses AI to route cases
to the most appropriate agent based on their certification and product line expertise, ensuring that customers
receive knowledgeable and consistent support across all channels.

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Web: www.dumpscollection.com [ Total Questions: 177]

A. Focus on scalability for handling high inquiry volume.

B. Work on integrating with social media platforms.

C. Emphasize continuous monitoring of chat.

B. Quick text template

C. Custom case actions

Success Guaranteed, 100% Valid 1 of 82

entitlements with similar names that

are incorrectly associated with the account assigned on the case.

A. Enable lookup filters.

B. Configure a Quick Action.

C. Set OWD sharing to Private.

and improve customer support.

the right customer information?

A. Optimizing the user interface for improved usability

B. Tailoring the objects to expose specific customer data

C. Enhancing user profiles for customer services

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yet to implement any Einstein Al products.

Which approach should the consultant recommend to start. Al efforts at CK?

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.

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Which feature should a consultant use to meet this request?

Which feature should a consultant recommend to address this requirement?

A. Reports and Dashboards

B. Entitlements and Milestones

customer case. Multiple service agents work on the same case.

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resumed, and completed?

A. Case History related list

B. Actions & Recommendations component

C. Activity analytics tab

A. The report must be used on a Dashboard.

B. The report must have a standard Report Type.

C. The report must contain a chart.

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

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How should the consultant resolve this issue?

B. Enable Read/Write/Create permissions for Knowledge articles.

C. Add the Manage Salesforce Knowledge permission to the user's profile.

A. Develop custom Knowledge reports and dashboards.

B. Create a review board to evaluate and manage Knowledge articles.

C. Install the Knowledge Base Dashboards & Reports AppExchange package.

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Which solution should a consultant recommend to meet this requirement?

A. Use auto-response rules to send an email to the customer.

B. Use Escalation Rules to assign the case to a case queue.

C. Use Flow Builder to send an email to the customer.

billing problem. The following considerations need to be taken into account:

* Billing data is stored in an external system containing over 20 million records.

Which solution should a consultant recommend?

C. Configure Salesforce Connect and External Objects to the billing system.

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experience. CK Ants to allow asynchronous conversations, conversations across devices, and

What should a consultant recommend to provide these newer capabilities?

B. Messaging for Web