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Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?

A. Add History to the Utility bar. B. Define a custom List View. C. Use a second Console session. D. Keep all Case open in tabs. Suggest a...
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The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a consultant recommend to correct this problem? (Choose two.)

A. Create a case assignment rule to ensure cases are owned by a user when closed. B. Create a case validation rule to ensure cases are owne...
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Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a consultant migrate the file attachments?

A. Use the Lightning Knowledge Migration Tool and choose 'include files'. B. Use the Files Related List on each article to add file...
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After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production. How should a consultant correct this problem?

A. Add Authors to the FAQ Data Category. B. Set Articles Org Wide Default to Public ReadWrite. C. Grant Authors access to the FAQ record ty...
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Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. What should the consultant recommend to mitigate these concerns?

A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training. B. Configure the ...
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Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? (Choose three.)

A. Increased call deflection B. Reduced support channels C. Reduced issue resolution time D. Increased call routing accuracy E. Optimized u...
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Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the Consultant suggest?

A. Standard Email-to-Case B. Omni-Channel routing C. Web-to-Case forms D. On-Demand Email-to-Case Suggest answer: D Reference:
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Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: • Agents need to collaborate with other teams. • The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?

A. Use Salesforce Flow for notifications and case teams to monitor cases. B. Use escalation rules for notifications and case teams to monit...
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Universal Containers uses a custom object to track Projects. When the status of a Project is changed from "In Progress" to "On Hold", the business wants the Project owner to be automatically assigned to an "On Hold" queue. What capability can be used to accomplish this?

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Get Cloudy Consulting wants to create a custom team solution that can be used on a custom Loan object. The Loan custom object must be set to Private in the Org-Wide Defaults, and any user added to the Custom Team object should have Read Only access to the corresponding Loan record. Additionally, if the Custom Team record is marked as “Primary” then the corresponding user should have Read/Edit access to the corresponding Loan record. What are two methods for fulfilling these requirements? (Choose two.)

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