Question 1

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 2

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

Options :

A : All open Cases by Priority

B : All open cases by Channel

C : All Cases closed Month-to-date

D : Case resolution time

E : All Cases by Customer

Answer: A,B,D

Question 3

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?

Options :

A : Web-to-Case

B : Outlook Integration

C : Email-to-Case

D : On-Demand Email-to-Case

Answer: C

Question 4

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 5

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Options :

A : Contact Salesforce to send a report on article efficacy.

B : Send out a monthly survey to customers requesting feedback.

C : Install Knowledge Base Dashboards and Reports AppExchange package.

D : Create a group of super users that will evaluate and manage articles.

Answer: C

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