Service Cloud ALL Duplicates Removed

Service Cloud ALL Duplicates Removed
1. Service Cloud Read First
1 of 65. 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 Reply Recommendations
B. Einstein Bots
C. Einstein Article Recommendations
2 of 65. 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. Agile
B. Hybrid
C. Waterfall
3 of 65. 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. Design
B. Enablement
C. Test
*4 of 65. 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. Web-to-Case
B. AppExchange package
C. Email-to-Case
5 of 65. Universal Containers wants to allow customers to send messages to agents in Service
Console via their preferred mobile app.
Which feature should a consultant recommend?
A. OmniStudio
B. Messaging
C. Einstein Bots
6 of 65. 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. Quick Action
C. Apex trigger
*7 of 65. Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The
articles have been attached to closed cases. A new product release will require changes to
dozens of articles. After revising the articles, CK wants to ensure that a prior article version
stays associated with the closed cases.
What is the recommended method to meet the requirements?
A. Use Smart Link to Article to select the prior version.
B. Add "updated" to the name of the new article.
C. Select the 'Flag as new version' checkbox when publishing.
8 of 65. 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. Re-create them manually.
B. Use Salesforce Workbench.
C. Use a change set.
9 of 65. 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.
What should a consultant recommend?
A. Download the PDFs from the chat.
B. Use File Preview in the chat.
C. Ask the customer to send the PDF via email.
10 of 65. 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. Tailoring the objects to expose specific customer data
B. Enhancing user profiles for customer services
C. Optimizing the user interface for improved usability
11 of 65. 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 Capacity-Based Routing
B. Omni-Channel with Queue-Based Routing
C. Omni-Channel with Einstein Case Routing
12 of 65. 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 case escalation rules to route high-priority cases directly to supervisors for
resolution.
C. Create reports to analyze call data in order to understand peak times and ensure
adequate staffing.
13 of 65. 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. Send Email Quick Action to loop in the stakeholders.
B. Use Slack for Service for Case Swarming.
C. Use child Cases to interact with the partner.
14 of 65. 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. Last modified date and terms searched frequently in the last year
B. Last modified date and total number of article views in the last year
C. Original creation date and total number of article views in the last year
15 of 65. The contact center at Universal Containers wants to reduce call volume and resolution
time within Service Cloud.
Which solution should a consultant recommend?
A. Email-to-Case
B. Chat with an agent
C. Knowledge base
16 of 65. 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
17 of 65. 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. Experience Cloud site
B. Einstein Next Best Action
C. Trailhead
18 of 65. 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 the
efficiency of this operation.
What is a recommended Service Cloud feature that improves the process?
A. Macros
B. Quick text
C. Global Quick Action
19 of 65. Universal Containers wants Salesforce to suggest Knowledge articles to agents based
on information about the case.
A. Add the Knowledge related list to the case page layout.
B. Add the Knowledge object to global search objects.
C. Add the Knowledge component on the case Lightning record page.
20 of 65. 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 agents' Presence Status.
B. Use the Most Available routing model.
C. Use Most Cases Closed report.
21 of 65. 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. Assigned Work
B. Agent Detail
C. Agent Work
22 of 65. Which Salesforce resource can be attached to a customer email using standard Case
Management capabilities?
A. Upcoming Milestones for the Case's Entitlement
B. Internal Chatter posts about the Case
C. Knowledge articles suggested by Einstein
23 of 65. How should a consultant configure a report that shows the average number of days
that Cases stay open?
A. Create a report snapshot of the number of open Cases each day.
B. Use the standard Case Age field on the report.
C. Create a formula field on Case to calculate the average age.
24 of 65. 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. Private
C. Read-Only
25 of 65. 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, match appropriate metrics, plan for user feedback, and map
processes.
C. Gather organizational vision, map processes, plan for user feedback, and define metrics.
26 of 65. 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.
A. Create a Quick Action to map case fields to a new article.
B. Use a trigger to automatically create a new article.
C. Develop a globally-shared macro to create a new article.
*****27 of 65. 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, milestones, and entitlements
B. Entitlement processes, contracts, contract line items, and entitlements
C. Entitlement processes, milestones, milestone actions, and entitlements
28 of 65. 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. Service Contracts
B. Milestones
C. Maintenance Plans
29 of 65. 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. Enable and configure Omni-Channel routing.
B. Implement Lightning flow with time-based actions.
C. Define entitlements and milestones.
30 of 65. 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.
31 of 65. 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
32 of 65. 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
33 of 65. Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure
key performance indicators (KPIs) and product support planning within its Service organization.
CK has at least 1,000 closed cases from which it can predict accurate values for fields that are
empty. CK has yet to implement any Einstein AI products.
Which approach should the consultant recommend to start AI efforts at CK?
A. Confirm there are enough closed cases and turn on Einstein Service AI Grounding with
Cases.
B. Review and address Case data issues and set up Einstein Classification Apps.
C. Review and address Case data issues and set up Einstein Article Recommendations.
34 of 65. The cost of providing contact center support has steadily increased. Universal
Containers wants to take cost-saving measures.
What should the consultant recommend?
A. Configure a self-service Knowledge Base.
B. Create auto-response templates for Case emails.
C. Configure Skills-Based Routing for service channels.
35 of 65. 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.
A. Migrate child cases first.
B. Migrate parent cases first.
C. Migrate parent and child cases together.
36 of 65. Metrics show that Universal Containers has a high call abandonment rate using
Service Cloud Voice.
Which strategy should a consultant recommend?
A. Set up self-service Knowledge.
B. Set up assignment rules and case queues.
C. Set up escalation rules.
******37 of 65. 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. Allow comments on Knowledge articles.
C. Create a self-service Help Center.
*****38 of 65. 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. Service Cloud Voice with Tele-pay
B. Einstein Bots with check processing
C. Experience Cloud with payment processing
39 of 65. 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. Navigate a Screen Flow.
B. Execute a macro.
C. Leverage Einstein Case Wrap-Up.
40 of 65. 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.
41 of 65. 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. Actions & Recommendations component
B. Activity analytics tab
C. Case History related list
*****42 of 65. Universal Containers (UC) provides customer support for two separate business
groups. UC requires that cases for each business group have different support processes and
fields.
Which feature should a consultant implement to meet the requirement?
A. Record Types
B. Dynamic Forms
C. Omni-Channel
43 of 65. 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 net promoter scores (NPS).
B. Measure cases with and without articles attached with high CSAT scores
C. Measure cases with and without articles attached based on case status
44 of 65. 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. Prepare a change order to account for the additional requirements and communicate the
new project schedule.
B. Incorporate the additional requirements to the project scope and continue with the
original project schedule.
C. Document the gap in requirements and discuss the schedule and budget impact with the
project team.
45 of 65. 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 local 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 for all customer information across environments and deactivate accounts or
Experience Cloud users associated with the contact.
C. Search and remove all customer information, including records and in unindexed free-text
fields, and refresh sandboxes to ensure no data retention.
46 of 65. Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support
experience. CK wants 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. Messaging for Web
B. AppExchange package
C. Einstein Bots
47 of 65. 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.
48 of 65. 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. Web-to-Case with Einstein Case Classification
B. Web-to-Case with reCAPTCHA enabled
C. On-Demand Email-to-Case Threading
49 of 65. 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. Actions
C. Entitlements
50 of 65. Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants
Omni-Channel 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. Configure Case Assignment rule and Omni-Channel Supervisor.
C. Configure Omni-Channel Queue-Based Routing.
51 of 65. What is a common deflection technique to reduce the number of interactions for a
contact center?
A. Recommend articles during a call from a support agent.

B. Suggest articles for an Email-to-Case question.
C. Recommend articles prior to a chat session.
52 of 65. 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 with a default message when customers log a case letting
them know they should expect a delayed response outside of business hours or on
holidays.
B. 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.
C. 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 hours.
*****53 of 65. 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
**54 of 65. 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 issue resolution time
B. Reduced first contact resolution time
C. Reduced post-interaction time
55 of 65. 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. Slack Connect
B. Email-to-Case
C. Web-to-Case
***56 of 65. 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.
57 of 65. 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. Modify the import parameters to specify HTML encoding.
B. Change the HTML format first to support subfields.
C. Create an HTML file for each rich text area field.
***58 of 65. 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. Set up the Case Deflection component to share Knowledge articles.
B. Create a Macro to send an email with Knowledge articles.
C. Create an auto-response rule that links to Knowledge articles.
59 of 65. 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.
******60 of 65. 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 Cases with Milestones report type.
B. Use the Case Lifecycle report type.
C. Use the Case Historical Trending report type.
******61 of 65. 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. Omni-Channel Supervisor.
B. Flow Orchestrator
C. Chatter
62 of 65. 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 required healthcare compliance standards.
B. Share information about bot security, availability, and confidentiality of healthcare data found
on Salesforce Trust and Einstein Platform Compliance.
C.Create a bot in the production org and use the information captured in Conversation Logs to
confirm that no healthcare data was discussed.
63 of 65. 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 support team on
their behalf.
What should a consultant recommend to meet the requirement?
A. A sharing rule to ensure record access is granted based on the Experience Cloud site
user role hierarchy
B. An organization-wide default of Public Read/Write on the Case object
C. A sharing set to grant the Experience Cloud site user access to records associated to
their Contact record
64 of 65. 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 dynamic action that launches the ERP system with a deep link to the order locator.
B. Use Salesforce Connect and External Objects to represent this information in Salesforce.
C. Create a batch integration process that runs hourly to pull all order updates into Salesforce.
*65 of 65. 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 relay
B. On-Demand Email-to-Case
C. Email-to-Case
2. Service Cloud Read 2nd

1 of 65. 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
**2 of 65. 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
3 of 65. 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.
4 of 65. 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.
5 of 65. 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. All Cases by Customer
B. All Open Cases by Priority
C. Case Resolution Time
6 of 65. 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.
***7 of 65. 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 / Flow Builder
****8 of 65. 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.
**9 of 65. Cloud Kicks uses a console app to support users. Service agents open an Account
workspace tab and multiple sub tabs 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.
10 of 65. 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.
.
11 of 65. 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
12 of 65. 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
13 of 65. 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.
14 of 65. 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.
****16 of 65. Cloud Kicks has recently started using Entitlements within its support process.
Service agents are selecting 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.
*****17 of 65. 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
18 of 65. 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. Provide a toll-free customer support phone number.
C. Create an Experience Cloud site for customers.
19 of 65. 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.
20 of 65. 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.
*22 of 65. 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
23 of 65. 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
24 of 65. 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 utilization
C. Detailed CTI analytics reports, such as wait times and handle times, to review individual
agent performance
25 of 65. 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.
26 of 65. 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?
B. Einstein Article Recommendations
C. Einstein Case Wrap-Up
27 of 65. 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.
28 of 65. 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.
29 of 65. 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 the sandbox in as a preview org so the team can conduct testing prior to the release
being deployed.
30 of 65. 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.
*31 of 65. 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.
*32 of 65. 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.
33 of 65. 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.
34 of 65. 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
35 of 65. 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.
36 of 65. 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.
37 of 65. The service team members at Cloud Kicks (CK) are struggling to collaborate with each
other on Cases. CK also uses Slack internally.
A. Enable and configure Swarming in Slack.
B. Create a case team workspace in Slack.
C. Configure a case notification Slackbot.
38 of 65. 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
39 of 65. 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?
40 of 65. 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. Mark this item for later review.
41 of 65. 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
42 of 65. 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.
43 of 65. 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
44 of 65. 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. Click Publish after the Approval Process.
B. Set the status to Published from the Knowledge approval page.
C. Set the final approval action to 'Lock the record for editing'.
45 of 65. 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.
*****46 of 65. 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
47 of 65. 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.
48 of 65. 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.
*49 of 65. 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
50 of 65. 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
******52 of 65. 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
53 of 65. 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.
54 of 65. 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.
55 of 65. 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.
56 of 65. 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
****57 of 65. 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.
58 of 65. 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.
59 of 65. 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.
**60 of 65. 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.
61 of 65. 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.
62 of 65. 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.
63 of 65. 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
64 of 65. 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.
65 of 65. 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.
3. Service cloud Read 3rd

1 of 65. 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
******2 of 65. 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.
3 of 65. 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.
4 of 65. 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.
5 of 65. 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.
6 of 65. 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.
A. Case auto-response rule
B. OmniStudio
C. Salesforce Chat
7 of 65. 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.
******8 of 65. 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.
9 of 65. 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.
10 of 65. 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.
11 of 65. 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.
*12 of 65. 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
13 of 65. 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
17 of 65. 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.
18 of 65. 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.
19 of 65. 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.
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.
20 of 65. Universal Containers provides phone support to customers. The abandoned call
percentage key performance indicator (KPI) shows a high abandonment rate in recent months.
Which solution should a consultant recommend to address the issue?
A. Configure and set up case assignment rules.
B. Configure and set up escalation rules.
C. Configure and implement Einstein Bots.
21 of 65. 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
22 of 65. 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?
B. Einstein Article Recommendations
C. Action & Recommendations component
23 of 65. 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.
25 of 65. 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
*26 of 65. 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. Service Analytics Predictions
C. Visual Remote Assistant
27 of 65. 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
C. Email-to-Case
28 of 65. 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
30 of 65. Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The
contact center manager wants to improve the team's ability to prioritize time-sensitive work.
A. Set a High Priority skill.
B. Enable Secondary Routing priority.
C. Define Interruptible capacity.
31 of 65. 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
.
***32 of 65. 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
34 of 65. 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.
*35 of 65. 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
36 of 65. Universal Container’s 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. Predefined case teams and use assignment rules.
C. Configure Web-to-Case and use assignment rules.
37 of 65. 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.
39 of 65. 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
***41 of 65. 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 Chatbot
C. Knowledge articles
****43 of 65. 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. Add the Knowledge component to the Case record page.
C. Add the Knowledge related list to the Case record page.
44 of 65. 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.
45 of 65. 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
46 of 65. 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
47 of 65. 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
48 of 65. 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.
49 of 65. 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
*****51 of 65. 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.
52 of 65. 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
53 of 65. 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
56 of 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
59 of 65. 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
:
61 of 65. 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.
62 of 65. 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
64 of 65. 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.
65 of 65. 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.
5.Service Refer Last
SET 1 – SU 22
*2. The Universal Containers sales team has been so successful in signing new customers that
the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
A. Limit Customers to 5 Cases per day.
B. Provide a self-help Customer Community.
C. Add more support phone lines.

D. Ask sales reps to respond to support Cases.
3. A manager would like information on the knowledge base searches conducted by customers
and call center agents. Which two metrics are useful for identifying knowledge article
effectiveness?
Choose 2 answers
A. knowledge search query with no results.
B. Knowledge articles with the lowest rating.
C. Number of knowledge articles in each data category.
D. Knowledge articles created by call center agents.
*4. When Service Reps view a Case, they often need to see the Case History of Other Cases
for that same Account. How should a consultant configure the Lighting Service Console to
support this requirement?
A. Account tabs and Cases tab
B. Case tabs with Account subtabs
C. Account tab with Cases related list
D. Account tabs with Case Subtabs
*5. Universal Container's agent's need to be more productive when cases. Agent wants to send
email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
A. Create a formula to build the macro logic around
B. Add conditional logic to the instructions.
C. Add a formula block to the macro
D. Add multiple ELSE IF blocks after the IF block
6. Which are three characteristics of Visual Workflow/Flow? Choose 3 answers
A. Apex code must be used to update fields in the database.
B. Elements can be used to pass data to legacy systems.

C. Apex code must be used to pass data to legacy systems.
D. Only one version of a flow can be activated at a time.
E. Elements can be used to update fields in the database.
*10. Universal Containers (UC) is updating the Service Cloud console app for its call center
agents. Management is concerned that deploying the new app will disrupt current operations
and impact customer satisfaction. What should the consultant recommend to mitigation these
concerns?
A. Deploy the configured and tested app to production, update the agent's profile to view the
app and take away access to the old app.
B. Configure the new app in a sandbox. Use a change-set to push the configuration to
production for testing and training.
C. Deploy the configuration from a sandbox to production during the next Salesforce version
update so the system only goes down once.
D. Configure the new app in developer org and use an unmanaged package to deploy to
production.
11. Universal Containers wants to display a history of all of today's changes to a case in the
order that occurred on a single page view. This requirement includes comments, emails, and
edit to case fields. What tool should a consultant recommend to implement this requirement?
A. Auto launch flow
B. Salesforce Console for Service
C. Visualforce custom page Questions & Answers PDF Page 6
D. Process Builder
******12. Universal Containers has tested skills-based routing in a sandbox and is ready to
deploy to production. Which two deployment solutions should a consultant use to ensure skills
bases routing is operation in production? Choose 2 answers
A) Change Sets
B) Mass Transfer records
c) Data Import Wizard
d) Data Loader
13. What should a consultant recommend to ensure chat request contain enough information for
customer service representatives to effectively respond?
a. Customize the lightning console chat page
b. Configure a chat validation rule
c. Customize the pre chat form
d. Configure Lightning Guided Engagement
14. Which Search mechanism should be used to find Case Comments from within the Lightning
Service Console?
A. Comment Search Component
B. Comments List View
C. Global Search
D. Search Utility Component
*17. Universal containers wants to schedule technicians for repair services when an agent is
unable to solve customer problem via call center
A. Omni channel
B. Contact Requests
C. field service
D. Mobile connect
*18. A Service Representative transfers a Live Agent Chat to another Representative. Which
two things will happen? Choose 2 answers
A. Both Service Reps can chat with the Customer.
B. The Customer does not know they were transferred.
C. The Chat Transcript and Case are transferred.
D. The Customer is shown the new Representative's Name
****22. Universal Containers is using the Lightning Service Console for managing cases and
wants to add a softphone to enable click-to-call capability. Which three configurations are
needed for the softphone to work in Salesforce? Choose 3 answers Options:
A. Install an adapter from AppExchange to work with third-party CTI systems.

B. Enable Live Agent in their community to chat with an agent.
C. Assign the correct Salesforce users to the Call Center.
D. Create a softphone layout and assign to user profiles.
E. Assign the Salesforce CTI license to Salesforce users
*23. Universal Containers has defined a set of steps that each Case must go through, from
submission to closure. In addition, each step must be completed within a specific amount of
time. What approach should a consultant recommend to meet these requirements?
A. Configure Case Escalation Rules.
B. Define Entitlement and Milestones.
C. Use Process Builder with Scheduled Actions
D. Enable Omni-Channel Routing
***24. Universal Containers has an active presence on Twitter and Facebook. Customers'
requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
A. Social Persona for Twitter and Facebook.
B. Social Media Marketing message tagging.
D. Einstein Bot social queues.
*26. Universal Containers plans to migrate its existing knowledge base into Salesforce
Knowledge.
Which three statements must be considered? Choose 3 answers
A. One .csv import file is uploaded for all article types.
B. Attachments and .html files must be referenced in a corresponding .zip
C. A separate .csv import file is uploaded for each data category.
D. Each article must be associated
E. Article numbers change during migration

*27. If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the
case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps.
How can a consultant configure the Lightning Service Console to support this requirement?
A. Enable Omni-Channel Case assignment
B. Define separate Record Types for Tier 1 and Tier 2
C. Implement Lightning Guided Engagement
29. As part of a new salesforce knowledge implementation, Universal Containers would like to
migrate articles from their current database.
Which factor should a consultant consider as part of the migration strategy?
A. Convert any articles containing HTML into plain text before importing because HTML is NOT
supported to any article field types.
B. Ensure that each existing article type has a corresponding knowledge article type that
matches its structure and content.
C. Verify that each article type has field level security on all fields set to read only prior to import,
in order to prevent any loss of data.
D. Prepare a single .csv file that can be used to migrate all article types at once and include with
a properties file in a.zip for import.
*30. How should a Consultant provide Suggested Article functionality to Lightning Service
Console users?
A. Add the Knowledge Component to the Service Console.
B. Add the Knowledge tab to the Console app.
C. Create email templates with Knowledge Articles attached.
D. Add the Suggested Article widget to the Case page layout
*****34. The Universal Containers contact center offers support through phone, email, public
website, and a Community. The contact center manger wants to demonstrate the success of
recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers
A. Average call handle time by team.

B. Number of cases created - Site by month
C. Number of IVR inquiries without agent involvement.
D. Number of cases closed by a self-service user.
****36. Universal Containers recently implement Service Cloud. The Support Manager notices
that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem?
A. Configure Omni-Channel Routing Model as Most Available
B. Configure Case Assignment Rules to use Queues.
C. Configure Case Assignment Rules to use Users.
D Configure Omni-Channel Routing Model as Least Active.
If you select Least Active, then Omni-Channel routes incoming work items to the agent
with the least amount of open work. If you select Most Available, then Omni-Channel
routes incoming work items to the agent with the greatest difference between work item
capacity and open work items.
*37. The Vice President (VP) of Customer Support for Universal Containers has issued a
mission statement that "We will empower our customers to interact with us in the way of their
choosing." Universal Containers has recently deployed a new toll-free interactive voice
response (IVR) system and knowledge base. The VP has asked the management team to make
additional system enhancements to fulfill this mission statement.
Which three should the consultant recommend to achieve the mission statement? Choose 3
answers
A. Replace the existing "Chat Now" button on the Customer Community with a toll-free phone
number.
B. Create a central "Contact Us" page which provides access to all available channels.
C. Enforce that customers must search the knowledgebase before they can see the Contact Us
page.
D. Optimize the customer community (Experience Cloud site) for mobile devices to have access
to the same support as desktops.
E. Enable customers to be emailed FAQS by accessing the interactive voice response 24 hours
per day.
40.universal containers requires a scheduling solution that will allow managers to coordinate
service managers across territories
a. Field service lightning
b. Lightning Console
C. Salesforce Mobile App
d. Employee Community
*41. After migration from Knowledge to Lightning Knowledge, Authors are unable to create FAQ
article type, but can successfully create Install Notes article type. Support Managers have
confirmed that articles of type FAQ exist in production.
How should a consultant correct this problem?
A) Grant Authors access to FAQ article type
B) Set Article or Wide to Public Read Write
C) Add Authors to the FAQ data category
D) Grant authors access to the FAQ records type
**42. Field engineers often need to access current inventory levels of products the customer has
purchased while at customer sites. Which solution should a consultant recommend to meet this
requirement?
A. Develop and publish a knowledge management system
B. Implement salesforce field service
C. Integrate with an enterprise resource planning system.
45.Universal Containers wants to be able to assign cases based on the same criteria they use
for chat.
A. Chat Queue-based routing
B. Case Skills-based Assignment Rules
C. Omni-channel Queue-based routing
D. Omni-channel Skills-based routing

*46. Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to
speed and fully productive is a priority UC implemented a standardize agent-customer dialog to
assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
A. Lightning Process Builder
B. Interaction Log
C. Lightning Flow for Service
D. Path for Cases
*47. Universal containers IT Policy prevents third-party software from being installed on
employee computers. However, the VP of Service has asked that cases be automatically
created from customer emails.
a) Email-to-Case
b) Web-to-Case
C)An AppExchange package
d) On-Demand Email-to-Case
*50. Universal containers would like for article links to be shareable to different channels for
social interactions.
What solution should a consultant recommend?
A. Set up communication channel layouts in the object manager to use Insert Article into Social
post.
b. Set up Insert Article into Social post and enable the customer community portal
c. Create a chatter group and invite the customer to join with an external chatter user
d. Create a VF page on the customer community portal
*51. Universal Containers is preparing to implement service cloud for its global support team.
Requirements gathering sessions have resulted in a large scale of required deliverables.
What should a consultant recommend as the next step?

A. Organize the requirements from largest to smallest.
B. Prioritize the requirements based on who submitted them.
C. provide a timeline that addresses all the requirements.
D. identify the requirements needed for intialGoLive
53.Universal Container is looking for ways to provide more proactive support and to promote its
brand on the internet with minimal investment. A consultant recommends installing the Social
Customer Start pack. Which two features should the consultant recommend as part of the
deployment?
Choose 2 answers
a) Select two Twitter or Facebook accounts
b) Create and assign permission sets to give agents social account access
c)Retrieve Social Studio credentials
d) Enable the Moderation feature to automatically create cases from posts.
55. Universal containers has determined that case list views are slow to load because of the
large number of cases in the system. Which two actions will improve the performance of the list
views? Choose 2 answers
A. Filter the views by case owner.
B. Restrict visibility of the views.
C. Reduce the number of fields displayed.
D. Remove filter criteria from the views.
**58. Universal Containers wants to allow customers the ability to submit cases and also to see
a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
a) Customer Community Plus
b) Customer Community
c) High Volume Customer Portal
d) Lightning External Apps Starter

*60. Which two capabilities of Lightning Knowledge ensure accurate content in Articles?
Choose 2 answers
A. Approval Process that assigns an Article to a Reviewer Queue.
B. Knowledge Action to Publish an article once the Article is approved.
C. Data Category to assign an article record type to a Reviewer.
*****61. Universal Containers has completed development and testing of its Service Cloud
implementation and plans to migrate functionality from the sandbox environment to the
production environment.
a) Change set and Visual studio code
b) Mass Transfer records, change sets, and Visual Studio Code
c)Visual Workflow, data loader, and Force.com IDE
d)Data loader, change sets, and Force.com Excel Connector
SU22 – SET2
1. Contact Center management must be notified whenever an Open Case has not been touched
for 24 hours.
Which feature should a consultant use to meet this requirement?
A. Scheduled Reports
B. Time-based Workflow Rules Actions
C. Milestone
D. Process Builder Scheduled Actions
****6. A service manager has just configured chat at a company site. Now, the agents cannot
see the chat footer components in the console.
Which configuration option should be verified?
A. Verify that users have access to the chat buttons.
B. Verify that users are assigned the chat user profile.
C. Verify that users have access to the chat public group.

D. Verify that users are assigned the chat feature license.
7. Universal container has been testing an updated service console in sandbox and is ready to
move it to production. Which deployment solution should a consultant use?
a) Change Sets
b) Mass Transfer Records
c) Data Loader
d) Manual Configuration
*8. Universal Containers wants to monitor customers' social media reactions and opinions.
Agents also want to see recent cases that customers logged.
A) Omni channel
b) AppExchange solution
c) Custom lightning component
d) Social Conversation component
*11. Which feature a consultant should recommend to allow a Tier 2 Service Representative to
take over case processing from Tier I and know how far Tier I had progressed in troubleshooting
a. Service Console Macros
b. Lightning Flow component
c. Lightning Guided Engagement
d. Patch for cases
13. Universal containers is implementing a customer community using the customer service
template. One of the requirements is for members to be able to find knowledge articles based
on the product type. How should consultant satisfy this requirement
a. Define article types with sharing settings
b) Enable suggested articles in the community
c) Utilize topic tags for each product type

d) Set the visibility to the data categories
*****24. Metrics show that universal containers has a high call abandonment rate. Which two
strategies should a consultant recommend?
A. Use assignment rules and case queries
B. Simplify the interactive voice response (IVR)
C. Add additional agents to lower average hold time
D. Set up email to case
27. Universal Containers email policy requires that all email traffic remain within its firewall.
Currently, the company has 200 support agents handling email from five different time zones.
A. Web-to-Case
B. Email-to-Case
C. Salesforce for Outlook
D. On-Demand Email-to-Case
*31. Universal Containers wants to unify channels and manage agent workload with omni-
channel routing. What required step should a consultant address before configuring omni
channel? What required step should a consultant address before configuring omni channel?
a. Create SF cases to have omni channel enabled
b. Create the necessary objects in SF
c. Customize service channel settings to define how the org receives work various sources
d. From setup selects omnichannel and select enable omni channel
* UCs is implementing Salesforce Knowledge at its contact center. The contact center has a
dedicated support team for each product that it supports. Contact center agents should only be
able to view articles for the product they support. What solution should a consultant recommend
to meet this requirement?
A. Assign team-based roles to the associated product article types
B. Assign team-based profiles to the associated product article types

C. Assign team-based roles to the associated product data category value
D. Assign team-based profiles to the associated product data category value
*36. Universal Containers wants to import an external knowledge base to lightning knowledge
base using the knowledge importer. How should this be implemented?
A. Multiple Article record types can be imported in the same csv

B. Article record types must be created before the import
C. Each article record type must be in a separate csv
D. Article record types will be created as part of the import
37. Universal Containers is implementing a customer community to provide self-service options

to its B2C customers. Which two features should a consultant recommend?
A. Contracts and SLASs
B. Chatter Answers
C. Contacts
D. Cases
* Universal Containers needs to set up a customer community to provide customers with a self-
service option for support. Which capability can Universal Containers provide its customers via
the customer communities?
A. Allows customers to submit ideas and answers;
B. Allows customers to follow Chatter feeds;
C. Allows customers to search a knowledge base
*Universal Containers support managers want to share product-specific information with their
customer Communities. What should a consultant recommend to meet this requirement?
A. Assign Article types to the Community (available site);
B. Enable Public Solutions;
C. Publish Articles to external channels
*40. Universal Containers wants to implement a customer service community. The goal of the
community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
A. Create a sharing rule to share the contact record with the community member.
B. Change the org-wide default for cases and contacts internal access to private.
C. Set up a sharing set to grant access based on the community member's contact record.
D. Update the case assignment rule to add the community member to the predefined case
team.
*43. Universal Containers wants service console users to be able to view and update product
usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
a) Salesforce connect
b) Custom Objects
c) External Objects
d) Mid tier integration
45.Universal Containers recently rolled out a Salesforce knowledge implementation; however,

users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One
widget in the Salesforce Console. Which two actions should a consultant recommend to
address the lack of quality checking? Choose
2 answers
A. Restrict the Manage Articles user permission
B. Set up an intuitive Data Category hierarchy
C. Enable and configure wildcards for article searches
D. Require that an article be added when closing a case
*46. A Contact Center Manager is implementing a new customer care program

and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
A. Customer Purchase History
B. customer satisfaction Survey
C. Service Level Agreement
D. Net promoter Score
E. Customer Support Requests
52.universal containers wants a mechanism that provides customers access to

product installation guides, FAQs, and warranty information.
What solution should the consultant recommend to meet this request?
a) Deploy a partner central community
b) Configure web to case
c) Create a customer community/Exp cloud site
d) Implement recommended articles
55. Universal containers wants to automate the process of case creation. While conducting a
business process review the consultant learned that in some instances customers provide UC
with digital pictures of the problem, The average attachment size was 34 MB.
a) On Demand Email-to-Case
b) Email-to-case
c) Outlook Integration
d) Web to Case
****56. Universal containers added a channel to the service cloud deployment. UC wants the
functionality to include the ability to log the case thread and store attachments to the case
record.
Which channel should a consultant recommend to meet these requirements?
a) Social Customer Service
b) Chat
c) Web-to-Case
d) Email-to-Case
59.Universal containers would like for articles to be suggested to agents based on information
they are typing into the case. What solution should a consultant recommend?
A. Create a salesforce console for service and enable the knowledge sidebar on the case page
layout.
B. Enable the knowledge sidebar setting in the case support settings.
C. Create a visualforce page called knowledge sidebar on the case page layout.
D. Enable the knowledge sidebar related list on the case page layout.
*60. VP of sales at universal containers wants to reduce call center staffing. One of the
initiatives is to select customers' interaction with a support agent while still providing relevant
answers to the customer.
How can a consultant automate the use of suggested articles to accomplish the goals?
a) Email to case inquiry
b) Web to case question
c) On demand email to case
d) While holding for a support agent
*****What are three best practices that should be used when deploying Salesforce functionality
to production?
Choose 3 answers
A. Plan and communicate the deployment to all users of the organization in advance.
B. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
C. Select a window of time when users will NOT be making changes to the organization.
D. Migrate a test deployment to a staging environment for a smoother real-life experience.
E. Ensure all users refrain from logging into production for an entire day prior to deployment.
*A client's Support Call Center has seen an increase in call volume on a new product line. The
agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
A. Create Knowledge Articles and publish internally and publicly.
B. Create a dashboard to track and manage call volumes by type.
C. Configure IVR routing to bypass Tier 1 for the product line.
D. Configure Omni-channel to assign cases directly to Tier 2.
**The contact center at universal containers wants to increase its profit margins by promoting
call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
m
B. Customer community/Experience cloud site
C. Knowledge base
D. Service cloud console
Service Cloud: Unique's: Must
**Milestones can be added to which three object types?

Choose 3 Answers
A. Service
B. Case
C. Account
D. Work order
E. Entitlement
SP22-4 Unique Questions:

*1. Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an
external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create
cases. External support managers need to view and execute reports with the ability to 'Run as
specified user'.
What is the recommended Experience Cloud license to meet the requirements?
A. Service Cloud Portal
B. Customer Community Login
C. Partner Community Login
D. High Volume Customer Portal
*3. Ursa Major Solar sells highly technical products that require specific expertise for
configuration changes and troubleshooting. A mobile workforce can be dispatched to support
customers. Dispatching a worker comes at a high cost, and available appointment times are
typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-
level support?
A. Workforce Engagement Self Scheduling
B. Omni-Channel Routing
D. Field Service Scheduler
***6. Cloud Kicks (CK) recently implemented Knowledge Centered Support 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 KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
A. Most Revised Articles
B. Most Linked Articles
C. Top Articles sorted descending
D. Search Activity Gaps
*50 - Universal Containers wants to automate case management for the web support team.
When new cases come in from the website, they should be routed to the support team to work
in the order that they are submitted.
A. Lightning Component
B. Contact Request flow
C. Direct Messaging
D. Case queues
*64. (Must Review)

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 chat, social, email, video, and web and are striving for
a consistent customer experience. Agents will be trained in one or two of the new support
methods, in addition to voice support.
What is the recommended solution to meet the requirements?
A. Live Agent and Live Message
B. Knowledge One with Article Recommendations
C. Omni-Channel with Skills-Based Routing
D. Experience Cloud with self-support
*A service center uses multiple channels to support customers, including phone, Email-to-Case,
and Web-to-Case. Support agents frequently fail to capture the necessary information, leading
to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
A. Use a global quick action to capture details.
B. Use Open CTI with Pop to flow to capture details.
C. Use a new customer Path on Contact to capture details.
D. Use an auto-launched flow to capture details.
Su22 – SET2 – Unique:
49 of 65.
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. The company
would like a recommendation on how to maintain its article quality.
A. Smart Links
B. Apex Trigger
C. Approval Process
D. Article Translation
OLD Service Cloud 1.pdf
2 of 65.
Cloud Kicks is preparing to deploy Omni-Channel Routing to dispatch work items to
service agents. The Head of Service wants to know what should be done during high-
volume incidents where over 200,000 cases are opened.
What should a consultant recommend as a solution?

A. Use a Most Available Routing Model which will assign to the agent that will be
available next.
B. Set Work Item Size to Percentage of Capacity to only consume part of an agent’s
capability.
C. Configure as overflow assignee with a user or queue outside the routing
configuration.
D. Use a Least Active Routing Model which will assign to the agent that is the least over
capacity.
4 of 65.
Cloud Kicks wants to optimize its development methodology. Team members want to
visualize the workflow to ensure everyone is aligned. In addition, the team limits the
amount of work in a given state based on capacity and bandwidth.
Which methodology should a content recommend?
A. Extreme Programming
B. Lean Development
C. Scrum
D. Kanban
5 of 65.
Cloud Kicks uses Social Customer Service to create and respond to customer cases.
After closing a case, service agents are seeing duplicate cases when the customer
makes a new social post.
A. Change the Run Apex as User to a service agent profile.
B. In Inbound Setting, set Enable Case Reopen to 3 days.

C. Establish Duplicate Rules to find similar cases.
D. Configure a Macro to close the duplicate case.
13 of 65.
Cloud Kicks needs a way for external customers to easily create cases. Customers will
need to attach files that can often be 40 MB in size.
What is the recommended feature to meet the requirement?
A. Experience Cloud Create Case Form
B. Web-to-Case
C. Contact Request Flow
D. On-Demand Email-to-Case
22 of 65.
Universal Containers initiates cases based on electronic transmissions from power
units. The case management process is as follows:
• A work order is submitted to a field service team to perform a technical review.
• After the technical review is closed, an agent needs to contact the customer to review
the activities.
• Cases can only be closed after the customer review has been completed.
Universal Containers need to determine whether the work order and customer contacts
should be stored as d cases or a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
A. Work order and customer contact escalation requirements
B. Visibility and access to the work order records
C. Total number of account and contact records in the database
D. Account team relationship to the primary contact
E. Case closure rules on the original case
28 of 65.
Ursa Major Solar sends service technicians to customer locations. Customers have
complained about 4-hour long appointment windows and lack of information about the
technician's arrival time.
What is the recommended feature to improve the customer experience?
A. Omni-Channel Routing
B. Incident Management
C. Video Support
D. Appointment Assistant
30 of 65.
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center
call metrics. CK has identified Average Speed of Answer as a leading indicator to
predict Customer Satisfaction.
What should the consultant explain about Average Speed of Answer?
A. It captures the same information as first Call Resolution.
B. It includes blocked and abandoned calls.
C. It is the typical experience of a caller.
D. It is skewed by calls that are quickly answered.
35 of 65.
Cloud Kicks uses the Service Console. Service agents frequently link related cases to
each other. Service agents have asked to see the most recent case feed activity on the
related case without having to manually open the record.
Which feature should a Service cloud consultant recommend to improve the user
experience?
A. Macro to open related cases
B. Customized case hovers
C. Quick Actions added to the page
D. Actions & Recommendations component
36 of 65.
Cloud Kicks (CK) uses Classic Knowledge and wants to make it more efficient for
service agents to create articles on Case closure. CK wants to pre-populate draft
articles with details such as the Source Case, Title, Details, and Data Category.
A. Use a Quick Text Response.
B. Use Apex to pre-populate fields.
C. Use a Login Screen Flow.
D. Use a Global Quick Action.
39 of 65.
Cloud Kicks (CK) provides varying levels of support based on the customer's Service
Contract. For customers with a Gold Service Contract, agents must provide a response
to each customer contact within 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?
A. No Recurrence
B. Sequential
C. Independent
D. Auto-Add
42 of 65.
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 would a consultant recommend addressing this problem?
A. Create a Case Macro.
B. Define Case Escalation Rules.
C. Activate a Validation Rule.
D. Configure Process Builder.
44 of 65.
Cloud Kicks wants to easily turn social network posts into cases to respond to customer
complaints. Support agents will need to respond to posts on Facebook, Twitter, and
Instagram.
What is the recommended license to meet the requirements?
A. Service Cloud User feature license
B. Einstein Reply Recommendations
C. Einstein Social Insights add-on
D. Social Service Pro add-on
51 of 65.
AW Computing would like to interact with customers on Facebook and Twitter.
Where are the conversations tracked in Salesforce?
A. Case Chatter feed
B. Social Post record
C. Case activity feed
D. Case notes related list
57 of 65.
AW Computing provides on-site support for its customers' products. Field technicians
install, repair, and provide preventive maintenance as part of warranty terms. As part of
these services, technicians must have readily available replacement parts to utilize.
How should the availability and consumption on the parts be tracked to ensure an
accurate inventory of parts for each technician?
A. Utilize Salesforce CPQ module.
B. Create asset records for each part.
C. Use Salesforce Field Service.
D. Integrate with an ERP application.
62 of 65.
Ursa Major Solar's support department would like to implement an entitlement process
to ensure customers receive the appropriate support based on their service- level
agreements (SLAs).
Which two features need to be configured as part of the implementation?
Choose 2 answers
A. Workflow Actions
B. Milestones
C. Assignment Rule
D. Escalation Rule
OLD - Service Cloud 3.pdf
1. Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service
Contract includes the same level of Entitlements for response time and business hours on both
Cases and Work Orders. CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?
A. Work Orders created from a Case automatically inherit the Entitlement Process.
B. Assign the Work Order to the same Case as the Entitlement Process.
C. Create an Apex Trigger to assign the Entitlement Process to Work Order.
D. Set up separate Entitlement Processes for Case and Work Order.
5. Cloud Kicks is planning to use Case Teams to help swarm 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. Read Only
B. Read/Write
C. Visible in Portal
D. Private
8. Dreamhouse Realty would like to provide a user-friendly way for clients to apply for a home
loan through an Experience site. Many times, clients do not complete all of the information and
a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
A. Use email-to-case for the client to submit the relevant information to the specialist.
B. Add a custom Lightning component to the site and the Case Lightning record page.
C. Post a web-to-case form on the site and assign the case to the specialist for completion.
D. Create a screen-based flow accessible from the Experience site and internally.
*11. Universal Containers runs a support operation with multiple call centers. The Support
Manager wants to measure the first-call resolution by call center location, agent, and calendar
month.
Which reporting solution should the consultant recommend?
A. Create a reporting snapshot that includes fields for call center location, agent, calendar
month, and first-call resolution.
B. Create a joined report that includes fields for call center location, agent, calendar month, and
first-call resolution.
C. Create a matrix report that includes fields for call center location, agent, calendar month, and
first-call resolution.
D. Create a list view report that includes fields for call center location, agent, calendar month,
and first-call resolution.
16. AW Computing sells and supports personal computers and printers. There are times when
support reps are unable to solve the customer's product issues over the phone. In those
instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by
technicians with the appropriate skill set?
A. Service requests are assigned by the support reps to the technician.
B. Service requests are scheduled using Salesforce Field Service.
C. Service requests are assigned to a queue where the technician can accept it.
D. Service requests are assigned to the technician using Omni-Channel.
25. Cloud Kicks is migrating its knowledge base from Classic Knowledge into Lightning
Knowledge. After the migration, an integration process that manages the articles' lifecycle by
archiving and deleting articles of a certain designation now fails.
What are two reasons the integration is failing?
Choose 2 answers
A. The Article Type field is no longer accessible via SOQL or the API.
B. Only Published articles are available in the API.
C. URL formats for articles differ between Classic and Lightning Knowledge.
D. Users must have Modify All permission to delete archived articles.
33. Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp.
Support agents will need to easily switch between multiple customer conversations.
Which two features will help meet the requirements?
Choose 2 answers
A. Messaging
B. Social Customer Service
C. Chat
D. Service Console
38. Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items.
Which feature should a Service Cloud consultant recommend?
A. Personalized navigation menu
B. Omni-Channel Utility widget
C. Actions & Recommendations component
D. Global Shared Macro

42. Ursa Major Solar provides onsite support for customers' solar panels. Dispatched
technicians work in a specific geography during set hours of the day. Management wants to
minimize the number of rescheduled appointments by ensuring technicians have the required
products to complete repairs.
Which feature should a Service Cloud consultant recommend?
A. Field Service Inventory
B. Service Appointment Bundling
C. Operating Hours and Shifts
D. Work Order Assignment
43. Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to
modify cases to the appropriate users. CK needs to understand the differences between a
Private and Public Read Only organization-wide defaults sharing model on cases.
Which two Queue behaviors should CK consider?
Choose 2 answers
A. In a Private sharing model, only queue members and direct reports can view cases in a
Queue.
B. In a Private sharing model, only queue members can take ownership of cases in the Queue.
C. In a Public Read Only sharing model, all users can view cases in a Queue.
D. In a Public Read Only sharing model, all users can take ownership of cases in the Queue.
47. Ursa Major Solar sells industrial equipment and provides support through voice channels as
well as mobile technicians.
When incidents occur, high-priority customers have a dedicated phone number to call.
Technicians must then be rerouted from the next scheduled work location to the high-priority
customer site.
What is the recommended solution?
A. Field Service
B. Workforce Engagement
D. Incident Management
51. Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge.
Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into
a hierarchy that is 10 levels deep.
A. Assign up to 10 data categories per category group to each article.
B. Reorganize into a hierarchy with 6 or fewer levels.
C. Consolidate into 3 or fewer category groups.
D. Organize up to 200 categories in each category group.
58. Cloud Kicks is preparing to migrate to Service Cloud from another system. The current
system has thousands of help articles such as FAQs, step-by- step guides, and troubleshooting
guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?
A. Salesforce Platform
B. WDC Only User
C. Knowledge Only User
D. Salesforce
63. Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement
project, a self-service portal in Experience Cloud and public Knowledge base were added.
When reviewing service KPIs, management at CK found a 10% increase in case resolution time
and is considering reverting the changes.
What is the likely reason for the KPI change?
A. Customers must spend additional time registering for the portal.
B. Self-service deflects easy cases, leaving more complex cases for agents.
C. Agents do not have access to the same Knowledge articles as customers.
D. Customers are spending additional time searching for answers.

64. Service Agents report that there are so many buttons and components on the Case layout
that it is difficult for them to remember which features should be used.
How can a consultant address this concern?
A. Configure Path for Cases.
B. Improve Validation Rule messages.
C. Implement record types and page layouts.
D. Use Einstein Next Best Action.
65. Cloud Kicks uses Next Best Action to recommend actions that services agents can take
when working on a customer case. Multiple service agents work on the same case. Service
agents need to understand when actions were started, paused, resumed and completed.
What should a consultant recommend service agents use?
A. Recommendation Strategy Metrics related list.
B. History tab on the Actions & Recommendations component.
C. Paused flow interviews Lightning Component.
D. Einstein Next Best Action Strategy Builder.
OLD - Service Cloud 4.pdf
*33. Universal Containers wants to reduce the amount of time support agents spend creating cases.
Case
creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB
by the customer.
Which two features should the consultant suggest?
Choose 2 answers
A. Standard Email-to-Case Wrong?
C. Apex Email Service
D. Web-to-Case forms.
Service Cloud MCQs 1.pdf (Harsha)
*35. Universal Containers wants to notify Support Managers when a new case has been untouched
for more than two business days.
Ans- Define Case Auto-Response Rules..

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1. Service Cloud Read First

9 of 65. Universal Containers is using WhatsApp to provide support to customers in Service

*****38 of 65. A business-to-consumer (B2C) company wants to decrease service costs.

A. Recommend articles during a call from a support agent.

2. Service Cloud Read 2nd

38 of 65. A contact center manager wants to measure improvements to capacity planning

53 of 65. Universal Containers recently deployed a Salesforce Knowledge implementation and

**60 of 65. Universal Containers implemented Case Management to support business-to-

3. Service cloud Read 3rd

34 of 65. Universal Containers is initiating a program to improve customer satisfaction. As part

5.Service Refer Last

What should a consultant recommend to address this problem?

A. Limit Customers to 5 Cases per day.

B. Provide a self-help Customer Community.

C. Add more support phone lines.

A. knowledge search query with no results.

B. Knowledge articles with the lowest rating.

C. Number of knowledge articles in each data category.

D. Knowledge articles created by call center agents.

A. Account tabs and Cases tab

B. Case tabs with Account subtabs

C. Account tab with Cases related list

D. Account tabs with Case Subtabs

A. Create a formula to build the macro logic around

B. Add conditional logic to the instructions.

C. Add a formula block to the macro

D. Add multiple ELSE IF blocks after the IF block

6. Which are three characteristics of Visual Workflow/Flow? Choose 3 answers

A. Apex code must be used to update fields in the database.

B. Elements can be used to pass data to legacy systems.

D. Only one version of a flow can be activated at a time.

E. Elements can be used to update fields in the database.

A. Auto launch flow

B. Salesforce Console for Service

C. Visualforce custom page Questions & Answers PDF Page 6

B) Mass Transfer records

c) Data Import Wizard

a. Customize the lightning console chat page

b. Configure a chat validation rule

c. Customize the pre chat form

d. Configure Lightning Guided Engagement

A. Comment Search Component

B. Comments List View

D. Search Utility Component

A. Both Service Reps can chat with the Customer.

B. The Customer does not know they were transferred.

C. The Chat Transcript and Case are transferred.

D. The Customer is shown the new Representative's Name

A. Install an adapter from AppExchange to work with third-party CTI systems.

C. Assign the correct Salesforce users to the Call Center.

D. Create a softphone layout and assign to user profiles.

E. Assign the Salesforce CTI license to Salesforce users

A. Configure Case Escalation Rules.

B. Define Entitlement and Milestones.

C. Use Process Builder with Scheduled Actions

D. Enable Omni-Channel Routing

What should a consultant recommend to meet this requirement?

A. Social Persona for Twitter and Facebook.