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Cloud Kicks recently deployed an Omni-Channel implementation in Lightning. A set of service agents that handle security-related issues have complained that Case records are not being routed to them correctly. What are three necessary steps to test that the Omni-Channel implementation is routing correctly? (Choose three.)
Answer: ABC
Cloud Kicks uses the Service Console and work items to route cases to available agents. Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?
Answer: A
A. Omni-Channel Utility widget Reasoning: The Omni-Channel Utility widget allows service agents to manage their incoming and accepted work items in real time. It provides visibility into cases, chats, and other work routed through Omni-Channel, making it the ideal solution for tracking both incoming and active cases. Why Not the Other Options? B. Global Shared Macro → Macros help automate repetitive tasks but do not provide visibility into accepted or incoming work items. C. Actions & Recommendations component → This is used to guide agents through processes, not to manage incoming or accepted work. D. Personalized navigation menu → This allows agents to access records quickly but does not provide visibility into their queue or incoming work. The Omni-Channel Utility widget is specifically designed for managing case routing and workload, making it the best fit for this use case.
Source: Adapted from community discussion — billythegoat
Milestones can be added to which two Object types? (Choose two.)
Answer: BC
When Service Reps view a case, they often need to see the case history of other cases for that same account. How should a consultant configure the Lighting Service Console to support this requirement?
Answer: C
Cloud Kicks is preparing to deploy Omni-Channel Routing to dispatch work items to service agents. The Head of Service wants to know what should be done during high-volume incidents where over 200,000 cases are opened. What should a consultant recommend as a solution?
Answer: C
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?
Answer: A
The answer is C. This is also a duplicate question of #30. Salesforce Classic supports sending emails with Knowledge Articles converted into PDFs which can then be sent using a Macro. In Salesforce Lightning you have to map the record type for the Knowledge articles you want to share and then add the Email channel, this is not a Lightning email template. https://help.salesforce.com/s/articleView?id=000384525&type=1
Source: Adapted from community discussion — N1ck_Nam3
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML. What is the recommended method to import the how-to guides into Salesforce Knowledge?
Answer: A
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?
Answer: D
Not A "to production for testing and training" (Testing shouldn't be in Production) Not B "unmanaged package" "Unmanaged packages should not be used to migrate components from a sandbox to production organization." D: already configured and tested, Profile updates can be performed in Production.
Source: Adapted from community discussion — duffdaddy
A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request. Which feature will help CK users archive and access the case information from an External Object?
Answer: C
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases. What is the recommended method to meet the requirements?
Answer: C
chatgpt says D is the answer Given that Cloud Kicks wants to see that a prior article version was associated with closed cases even after revising the articles, the recommended method would be: D. Use Smart Link to Article to select the prior version. Smart Links ensure that users are directed to the correct version of an article, based on the article channel, version, and URL name. This would allow CK to trace back to the prior version of the article that was associated with a particular closed case.
Source: Adapted from community discussion — Paul421
Keyboard:J Kmove between questionsA–Dselect an answerRshow or hide the answer← →change page
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