Question 1

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

Options :

A : Enable Keyboard shortcuts

B : Define criteria-based record page components

C : Configure Macros

D : Create multiple Console layouts

Answer: A

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

Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.

What is the recommended license for the specialists?

Options :

A : Knowledge Only User

B : Satesforce

C : WDC Only User

D : Salesforce Platform

Answer: A

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

Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements?

Choose 2 answers

Options :

A : Add multiple ELSE IF blocks after the IF block

B : Add conditional logic to the instructions

C : Create a formula to build the macro logic around

D : Add a formula block to the macro

Answer: C,D

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