Question 1

Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.

In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.

What is the recommended feature to meet the requirements?

Options :

A : Lead Assignment Rules

B : Queue-Based Routing

C : Skills-Based Routing

D : Lightning Flow for Service

Answer: C

Question 2

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi

a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

Options :

A : Assign a global team of experienced agents and leaders to create a common design template and report structure.

B : Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

C : Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D : Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Answer: A

Question 3

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?

Options :

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

Answer: C

Question 4

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?

Options :

A : Define Case Auto-Response Rules.

B : Establish Case Assignment Rules.

C : Create a Process Builder with Scheduled Actions.

D : Configure Case Escalation Rules.

Answer: D

Question 5

universal containers is implementing a customer community using the

customer service template.One of the requiremnets is for members to be able

to find knowledge articles based on the product type.How should consultant

satisfy this requirement

Options :

A : Define article types with sharing settings

B : Enable suggested artciels in the community

C : Utilize topic tags for each product type

D : Set the visibility to the data categories

Answer: C

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