Question 1

universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.

Which two strategies should a consultant recommend?

Options :

A : Dashboad folder sharing

B : Org wide default for cases set to private

C : Dynamic dashboards

D : Case Object permissions set to create and read

Answer: B,C

Question 2

Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.

Individual service agents, team leaders, regional directors, and the VP of service should see the

same KPIs calculated using only the data the user can access.

What is the recommended running user to meet the requirements?

Options :

A : Let the dashboard viewers choose

B : The user creating the dashboard

C : The VP of service

D : The dashboard viewer

Answer: D

Question 3

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

What should a consultant recommend to meet this requirement?

Options :

A : Social Persona for Twitter and Facebook.

B : Social Media Marketing message tagging.

C : Social Customer Service for Twitter and Facebook.

D : Einstein Bot social queues.

Answer: C

Question 4

Universal Containers wants to implement a customer service community.

The goal of the community is to enable community members to access, create, and manage cases online.

How should the consultant implement these requirements?

Options :

A : Create a sharing rule to share the contact record with the community member.

B : Change the org-wide default for cases and contacts internal access to private.

C : Set up a sharing set to grant access based on the community member-s contact record.

D : Update the case assignment rule to add the community member to the predefined case team.

Answer: C

Question 5

Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.

What is the recommended feature to meet the requirement?

Options :

A : Create a blocking rule.

B : Enable Assistance Flag Configuration setting.

C : Create sensitive data rules.

D : Enable Sneak Peek Configuration setting.

Answer: D

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