Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.

However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are

professional and accurate and that the managers are able to assist when needed.

Which Lightning Console feature should a consultant configure to support this need?

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?

The support management team at Universal Containers has noticed an increase in wait times

over the last several months when customers call in for support.

What should a consultant recommend to help decrease customer wait times?

Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on cases.

What is a consideration of this approach?

Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants to avoid a large volume of invalid cases.

Which tool should the consultant use to meet the requirements?

Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and

Asia. UC wants standardized reporting across worldwide contact centers’ key performance indicators (KPIs).

Which approach should a consultant recommend in this scenario?

Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.

Which mobile development option should the consultant recommend?

Which solution should a consultant design so the average number of days that Cases stay open can be easily reported?

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.

Which analytics solution should the consultant recommend?

Universal Containers is considering additional channels for its customers to communicate directly with customer support reps. Currently, customers are able to open support tickets through social media, web chat, phone, and SMS.

In addition to Digital Engagement, what should a consultant recommend to meet the requirement?

Universal Containers (UC) has regional contact centers around the world. UC has

implemented Service Cloud with the organization wide default for Cases set to Private. The UC role

hierarchy is set up by region. Support managers want to see support metrics for their region by

default. UC needs a scalable solution.

Which strategy should a consultant recommend?

A customer service organization wants to implement an at-scale Incident Management process with its internal development teams across businesses. The development teams use Jira as their development system of record, and the service organization is in Service Cloud.

What should a Service Cloud Consultant recommend exploring?

Universal Containers wants to ensure the contracted service level requirements for its customers are being met.

What should a consultant configure to meet this requirement?

The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally.

What should the consultant recommend?

Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.

Which solution should a consultant recommend to meet the requirement?

Universal Healthcare aims to implement Agentforce Service Agent to assist patients' common inquiries and provide medication summaries. It should handle sensitive tasks such as confirming patient identity via email or phone before retrieving medical history.

How should the Service Cloud Consultant approach the Agentforce Service Agent's action configuration?

Ursa Major Solar's support department would like to implement a process to ensure customers receive the appropriate support based on their service-level agreements (SLAs).

Which feature should the consultant configure as part of the implementation?

Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support

reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick

texts. Quick texts are unique to each product line.

How should the administrator ensure support reps only have access to quick texts for their specific product line?

A Service Cloud Consultant is working with a telecommunications client. The client aims to improve first-contact resolution by 30% through implementing new case automation and Agentforce Service Agent. The client expects the changes to enhance customer satisfaction but is concerned about adoption and system complexity.

What should the consultant do first to help manage concerns and align expectations?

A growing retail company wants to modernize its legacy on-premises contact center, which is costly, hard to scale, and lacks support for new digital channels. The company wants to reduce overhead, scale easily during seasonal spikes, and give service reps real-time customer insights.

What should a Service Cloud Consultant recommend?

The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin

has identified hundreds of cases that are closed but still owned by a queue.

Which solution should a consultant recommend?

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.

Which primary object should a consultant select to create a new Omni-Channel report type?

Service agents need to send emails with attachments to customers based on the case details.

Which Lightning Service Console feature should a consultant use to meet the requirement?

A travel agency wants to offer self-service for customers, so that customers can create new travel reservations and modify existing bookings. These tasks often require integration with external booking systems and adherence to unique business logic.

A business-to-consumer (B2C) company wants to decrease service costs. Currently,

customers pay invoices and update their contact Information by mailing paper payslips back to the

company.

What is the recommended solution to meet the requirements?

Support managers have requested the ability to provide real-time feedback to agents

during customer chat sessions.

Which feature should a consultant configure to meet this requirement?

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.

Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed-upon response times via the portal.

Universal Containers wants to allow customers to send messages to agents in Service

Console via their preferred mobile app.

Which feature should a consultant recommend?

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases

and add related records to the case.

What is the recommended level of case access for the Case Team role?

Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?

A consultant has been hired to integrate a client's phone system with the Service Console.

What is the consultant required to do during this integration?

Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.

This includes providing access to job information such as benefits, internal job openings, and

mandatory employee training.

What should the consultant recommend to meet the requirements?

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority

cases. Lower Priority cases have different response times. The service center uses Omni-Channel to

manage work items. However, many recently created, high-priority cases exceed the service

deadline.

Which setting should a consultant configure to meet the requirements?

Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with

its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most

effective for case communication while documenting the conversation history.

Which feature should the consultant recommend to meet the requirement?

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a

customer case. Multiple service agents work on the same case.

What should a consultant configure to show service agents when items were started, paused,

resumed, and completed?

Universal Containers wants to add functionality to its Service Cloud implementation so

customers are able to add digital files to case records.

Which functionality should a consultant recommend to meet these requirements?

Universal Containers has recently implemented an Experience Cloud site to allow its

customers to create and update their cases online. Customers should only be able to access the cases

where they are listed as the contact, including cases created by the their behalf. support team on

What should a consultant recommend to meet the requirement?

Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.

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

Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product

specialization?

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).

Which feature should a consultant recommend?

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.

What should a Service Cloud Consultant recommend that UC's Salesforce Admin do in this scenario?

Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right

knowledge to solve the issue.

Which solution should a consultant recommend to meet the requirements?

Support supervisors at Cloud Kicks want to view key performance indicators (KPIs) and see graphs and data about their Service Cloud Voice contact centers.

How can they track call volume, average handle time, average speed to answer, and more metrics?

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency

of the support team. The company uses key performance indicators (KPIs) to measure the success of

the implementation.

Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive

language. CK wants a way to prevent abusive customers from starting future chat sessions.

What is the recommended feature to meet the requirement?

A consultant is advising Cloud Kicks on developing call center metrics to measure service rep productivity based on a combination of quality and practical metrics.

Which key performance indicator (KPI) usually points to high customer satisfaction?

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.

What should the consultant recommend to meet the requirement?

Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.

Which solution should the consultant recommend?

Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume. Leadership would like to see the impact of surges on internal metrics.

Which key performance indicator (KPI) should the consultant report on to meet the requirement?

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only

have access to its own articles when performing a search.

Which solution should a consultant recommend to meet this requirement?

Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered.

What should the consultant recommend to prevent duplicate records from being created?

Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to

use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.

Which feature should a consultant recommend to address this requirement?

Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the

confines of the service-level agreements (SLAs).

Which feature should the consultant consider?

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on

information about the case.

Which solution should a consultant recommend?

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.

Which prerequisite should the consultant consider?

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents’ daily call volume, including related case and contact information.

How should the consultant recommend the report be created?

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial

data are stored in other systems.

Which solution should a consultant recommend for integration?

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which benefit can be expected from KCS adoption?

Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.

Following best practices, how should a consultant deploy these permission sets to production?

Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training purposes.

What should the consultant recommend?

Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the

Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.

What should a consultant recommend to automate the Approval Process?

Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates. Individual service reps, 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?

What should a consultant consider when implementing Salesforce Messaging functionality in a new Service Cloud instance?

Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.

What should the consultant recommend to distribute cases?

Cloud Kicks uses Einstein Next Best Action to help service reps when working on a customer case. Multiple service reps work on the same case.

What should a consultant configure to show service reps when items were started, paused, resumed, and completed?

Support reps at Cloud Kicks handle three unique types of customer issues. Support rep turnover is high, so there are many inexperienced reps on the front lines. Management would like a way for all reps to gather information relevant to the specific issue in a user-friendly interface and ensure Einstein Next Best Action is displayed.

Following best practices, how should the admin configure Service Cloud to meet these requirements?

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will

assist in strategic decision-making.

Which type of report should the consultant include to meet the requirement?

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge

management for its support agents. Several months after the implementation, CK management

notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a

decrease; however, many customers have provided testimonials about great support experiences.

Which KPI could help explain the disparity?

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.

Which reporting solution should the consultant recommend?

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its

contact center for the first time. The project requires quick iterations and speedy completion. UC has

requested frequent updates from the project team for check-ins and refinement.

Which methodology should the consultant recommend given the requirements?

A large retail company wants to optimize its customer service operations by using AI to analyze conversation transcripts across all service channels. The goal is to extract common contact reasons, predict customer sentiment, and deliver personalized recommendations to service reps during live interactions.

Which solution should a Service Cloud Consultant use to meet these requirements?

An Agentforce Service Agent needs to access and update Case records, retrieve information from Knowledge articles, and run flows to automate certain processes for unauthenticated customer sessions.

Universal Containers (UC) is considering replacing its traditional chatbot with Agentforce Service Agent to enhance customer engagement. Its current bot frequently struggles with understanding follow-up questions and maintaining context across a multi-turn conversation, leading to frustrated customers.

What core capability of Agentforce Service Agent directly addresses UC's challenge?

Cloud Kicks support agents are getting too many emails due to case ownership changes.

What should the admin recommend to solve the issue?

Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.

What should a consultant recommend that CK do next?

Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The contact center manager wants to improve the team’s ability to prioritize time-sensitive work while continuing to handle their long-running work.

Which feature should a consultant recommend?

In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?

Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.

The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.

What should a consultant do to address the risk?

Universal Containers wants to help customers resolve issues by browsing Knowledge

articles and submitting a case if they need more Information.

What should the consultant recommend to meet the requirements?

Cloud Kicks uses Omni-Channel to route cases to service reps based on location. At times, certain locations are over capacity while other locations have available capacity. Managers would like the ability to respond to these situations.

What should a consultant recommend as a solution?

Universal Container's support department wants to ensure its AI agents' responses consistently reflect the company's brand voice and preferred communication style, while also being explicitly instructed on what types of responses to avoid. This level of control is crucial for maintaining brand consistency in customer interactions.

What would be the most appropriate use of AI agents to address this requirement?

Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give

customers access to their agreed upon response times via the portal.

Which solution should a consultant recommend?

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to

customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that

have been upsold new products are two times more likely to remain a customer.

What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A Service Cloud Consultant has deployed a new Agentforce Service Agent. The AI agent is not receiving messages.

Which steps did the consultant most likely miss in the configuration process?

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.

What should the consultant recommend to handle the new cases?