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Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.

What should a consultant recommend as the next step?

A Prioritize the requirements based on who submitted them.
B Identify the requirements needed for initial GoLive.
C Provide a timeline that addresses all the requirements.
D Organize the requirements from the largest to smallest.

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 Define separate Record Types for Tier 1 and Tier 2
B Configure a Visual Flow Troubleshooting Action
C Implement Lightning Guided Engagement
D Enable Omni-Channel Case assignment

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

A Each Article Record Type must be in a separate CSV.
B Article Record Types must be created before the import.
C Article Record Types will be created as part of the import.
D Multiple Article Record Types can be imported in the same CSV.

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?

A Use the Lightning Knowledge Migration Tool and choose 'include files'.
B Use the Files Related List on each article to add files to your articles.
C Post the Files to the Chatter Feed on each Article.
D Upload the files as Documents, then relate them to the migrated Articles.

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.)

A Assign the Salesforce CTI license to Salesforce users.
B Create a softphone layout and assign to user profiles.
C Install an adapter from AppExchange to work with third-party CTI systems.
D Assign the correct Salesforce users to the Call Center.
E Enable Chat in their Experience Cloud Site to chat with an agent.

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?

A Social Customer Service
B Web-to-Case
C Email-to-Case
D Chat

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?

A Add History to the Utility bar.
B Define a custom List View.
C Use a second Console session.
D Keep all Case open in tabs.

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

A Simplify the interactive voice response (IVR) tree.
B Use Assignment rules and case queues.
C Set up Email-to-Case.
D Add additional agents to lower average hold time.

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

Which solution should a consultant recommend?

A Set up Insert Article into Social post and enable the customer portal.
B Set up communication channel layouts in the object manager to use Insert Article into Social post.
C Create a Visualforce page on the customer portal.
D Create a Chatter group and invite the customer to join with an external chatter user.

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?

A Visual Workflow, data loader, and Force.com IDE
B Data loader, change sets, and Force.com Excel Connector
C Mass Transfer Records, change sets, and Visual Studio Code
D Visual Studio Code and change sets

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?

A Lightning Flow Component
B Lightning Guided Engagement
C Path for Cases
D Service Console Macros

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

A Global Search
B Comments List View
C Comment Search Component
D Search Utility Component

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

A Case
B Service
C Entitlement
D Work Order
E Account

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 availability.
C Configure an 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.

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?

A Configure Case Assignment Rules to use Queues.
B Configure Omni-Channel Routing Model as Least Active.
C Configure Case Assignment Rules to use Users.
D Configure Omni-Channel Routing Model as Most Available.

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?

A Add Authors to the FAQ Data Category.
B Set Articles Org Wide Default to Public ReadWrite.
C Grant Authors access to the FAQ record type.
D Grant Authors access to the FAQ article type.

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?

A Use Process Builder with Scheduled Actions.
B Enable Omni-Channel Routing.
C Configure Case Escalation Rules.
D Define Entitlements and Milestones.

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.)

A Enable Debug Omni-Channel routing configuration in Setup.
B Open the Omni-Channel Supervisor tab.
C Log in as a user who is enabled for Omni-Channel access.
D Open the record you want to route.
E Change the owner to a queue associated with the routing configuration.

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?

A On-Demand Email-to-Case
B Email-to-Case
C Web-to-Case
D Outlook Integration

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 Add the Knowledge related list to the Case record page.
B Add the Knowledge tab to the Service Console.
C Add the Knowledge Component to the Case record page.
D Add Knowledge Data Categories to each Case.

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?

A Create a report using the Case Age report type.
B Create a report using the Case Historical Trending report type.
C Create a report using the Case Snapshot report type.
D Create a report using the Case Lifecycle report type.

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 Omni-Channel Utility widget
B Global Shared Macro
C Actions & Recommendations component
D Personalized navigation menu

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

A Account
B Work Order
C Case
D Service

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?

A Create a Process Builder with Scheduled Actions.
B Define Case Auto-Response Rules.
C Configure Case Escalation Rules.
D Establish Case Assignment Rules.

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?

A Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
B Configure the new app in developer org and use an unmanaged package to deploy to production.
C Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
D 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.

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