Question 1

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?

Options :

A : Agile

B : Hybrid

C : Waterfall

Answer: A

Question 2

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?

Options :

A : Navigate a Screen Flow.

B : Execute a macro.

C : Leverage Einstein Case Wrap-Up.

Answer: A

Question 3

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?

Options :

A : Standard Email-to-Case with assignment rules

B : Lightning Email with web routing prioritization

C : Omni-Channel with prioritized queues

D : Standard Web-to-Case with assignment rules

Answer: A

Question 4

Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.

Which methodoogy should a consultant recommend?

Options :

A : Extremen Programming

B : Lean Development

C : Scrum

D : Kanban

Answer: B

Question 5

Universal Containers wants to be able to assign cases based on the same criteria they use for chat .

Which feature should a consultant recommend?

Options :

A : Chat Queue-based routing

B : Case Skills-based Assignment Rules

C : Omni-channel Queue-based routing

D : Omni-channel Skills-based routing

Answer: D

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