Question 1

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

Options :

A : Prepare a change order to account for the additional requirements and communicate the new project schedule,

B : Incorporate the additional requirements to the project scope and continue with the original project schedule.

C : Document the gap in requirements and discuss the schedule and budget impact with the project team.

Answer: C

Question 2

Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution. What is the recommendeo report change to meet the requirements7

Options :

A : Filter or Cosed When Created equals true

B : Filter on Status equals Ctosea Resolved

C : Filter where Dete/Time Opened equals Created Date

D : Filter where Closed Date equals Created Date

Answer: A

Question 3

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

Options :

A : Comment Search Component

B : Comments List View

C : Global Search

D : Search Utility Component

Answer: C

Question 4

Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.What should a consultant recommend to meet the requirements?

Options :

A : Configuration a Validation Rule to block on-click calling.

B : Set the Contact Do not Call field value to true.

C : Configure Dialer to use Voicemail Crop by default.

D : Use Dynamic Forms to conditionally hide the one-click field.

Answer: D

Question 5

Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.What should a consultant recommend to meet the requirements?

Options :

A : Recent Items set to Account object.

B : Hitory Utility in the Utility bar.

C : Actions & Recommendations component.

D : Screen flow launched from a global action.

Answer: A

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