Universal Containers (UC) wants to improve case management by assigning cases to agents
based on their relevant product specialization. UC also wants to automatically assign agents to the
next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on
information about the case.
Which solution should a consultant recommend?
Cloud Kicks ' development team must manage multiple projects that compete for limited
resources. The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with
customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of
effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?
A Service Cloud Consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks executives. The dashboard needs to provide insights that will assist in decision-making.
Universal Containers wants service managers to see a real-time dashboard to understand the current state of their service teams. The managers should be able to see which service reps are online, their current presence status, how long they ' ve been logged in, and their capacity utilization for both primary and interruptible work.
Which Omni Supervisor element(s) should the Service Cloud Consultant recommend for this purpose?
Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant has created a Case History report to track the history of standard and custom fields on cases and solutions where field histories are set up for tracking.
What should the consultant keep in mind when working on this report type?
Cloud Kicks is changing its case management system to Salesforce. All active accounts,
contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?
Universal Containers wants to migrate articles from its in-house database as part of a new Lightning Knowledge implementation.
Which factor should a consultant consider as part of the migration strategy?
Universal Containers has technical support and general customer service teams that use unique Service Console applications.
Which configuration should a consultant use when deploying the console?
