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Total 261 Questions | Updated On: Nov 18, 2024

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Question 1

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?

A : Standard Email-to-Case with assignment rules

B : Lightning Email with web routing prioritization

C : Omni-Channel with prioritized queues

D : Standard Web-to-Case with assignment rules

Answer: A

Question 2

What are three necessary steps to test that the Omm-Channel implementation is routing correctly? Choose 3 answers

A : Change the owner to a queue associated with the routing configuration,

B : Log in as a user who is enabled for Omni-Channel access.

C : Enable Debug Omni Channel routing configuration in SttUp.

D : Open the Omni-Channel Supervisor tab.

E : Open the record you want to route.

Answer: A,B,E

Question 3

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet the requirements?

A : Lookup Filter

B : Auto-Add Milestones

C : Cross-Object Formula

D : Approval Process

Answer: A

Question 4

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem

A : Configure Case Assignment Rules to use Queues.

B : Configure Omni-Channel Routing Model as Most Available.

C : Configure Case Assignment Rules to use Users.

D : Configure Omni-Channel Routing Model as Least Active.

Answer: A

Question 5

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 : Agile

B : Hybrid

C : Waterfall

Answer: A

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Total 261 Questions | Updated On: Nov 18, 2024

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