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Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.

What should the consultant recommend to meet this requirement?

ASocial media

BMessaging apps

CSalesforce Knowledge

Question 2

Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.

Which approach should a consultant implement?

AEstablish Case Assignment rules.

BCreate a Flow with a scheduled path.

CConfigure Case Escalation rules.

Question 3

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?

AEmploy standard topics and actions for general inquiries, and create custom topics and actions using Apex, Flow, or Prompt Builder for sensitive tasks.

BImplement only custom actions for all patient interactions to ensure complete control over data privacy and security from the outset.

CUtilize standard actions for all tasks, as they are pre-configured to handle sensitive data securely without additional setup and are industry best practices.

Question 4

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?

AActivity analytics tab

BCase History related list

CActions & Recommendations component

Question 5

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?

AImplement Case Swarming.

BImplement Einstein Bots.

CImplement Skills-Based Routing.

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