Certified Service Cloud ConsultantPreview

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?

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented? (Choose two.)

Universal Containers is migrating from Classic 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?

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 three.)

Universal Containers (UC) 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?

Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

Metrics show that Universal Containers has a high call abandonment rate.
Which two strategies should a consultant recommend? (Choose two.)

Universal Containers would like for article links to be shareable to different channels for social interactions.

Which solution should a consultant recommend?

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.
What should be used for migration functionality?

Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier 1 had progressed in troubleshooting?

Which search mechanism should be used to find case comments from within the Lightning Service Console?

Milestones can be added to which three Object types? (Choose three.)

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?

Universal Containers recently implemented Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem?

After migrating 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?

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 specified amount of time.
What approach should a consultant recommend to meet these requirements?

Cloud Kicks recently deployed an Omni-Channel implementation in Lightning. A set of service agents that handle security-related issues have complained that Case records are not being routed to them correctly.

What are three necessary steps to test that the Omni-Channel implementation is routing correctly? (Choose three.)

Universal Containers (UC) 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.
Which solution should a consultant recommend?

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Knowledge Articles displayed on the Case record page.
How should a consultant configure this requirement?

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 reporting solution should be recommended?

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?

Milestones can be added to which two Object types? (Choose two.)

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

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 mitigate these concerns?