Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
A. Service Cloud Portal
B. Customer Community Login
C. High Volume Customer Portal
D. Partner Community Login
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?
A. Omni-Channel
B. Social Conversation Component
C. AppExchange solution
D. Custom Lightning Component
Which application will allow a client to enable Ideas on a public website?
A. Partner portal
B. Self-service portal
C. Sites
D. Customer portal
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
A. Assign user to public group with access to the service console app
B. Assign users a permission with access to the service console app
C. Assign users a sharing rule with access to the service console app
D. Assign users a profile with access to the service console app
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
B. Use Web Services API to integrate the external database with Salesforce
C. Create a custom product bug object and import data into Salesforce
D. Use Bulk API to load the product bug data into Salesforce
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
A. Open CTI
B. Macros
C. Local Presence
D. Lightning Dialer
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
A. Use an escalation rule to move cases into the product manager queue
B. Use Chatter case feed and case teams to monitor cases
C. Use an assignment rule to assign new cases to the product manager
D. Use a workflow rule to send an email to the product manager
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers
A. Dynamic list updates
B. Quick Text
C. Multi -monitor support
D. Keyboard Shortcuts
E. Case hover
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
A. Number of Portal Logins per Day
B. Knowledge Article Usage
C. Average Call Handle Time
D. Cases by Support Channels
E. Escalated Calls
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
A. Enable Chatter for agent collaboration.
B. Create auto response templates for emails.
C. Enable Knowledge in a Service Cloud portal.
D. Enable Ideas in a Service Cloud portal.
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