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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 golive.
Which approach should a consultant use for data migration?
A. Prepare, Plan, Test, Validate, Execute
B. Plan, Prepare, Execute, Test, Validate
C. Plan, Prepare, Test, Execute, Validate
Explanation: For data migration to Salesforce, including active accounts, contacts, and historical cases, the recommended approach is to Plan, Prepare, Test, Execute, and Validate. This structured approach ensures thorough preparation, testing for accuracy, execution of the migration, and validation of the data post-migration, ensuring a smooth transition to Salesforce with accurate and complete data.
A customer submitted a case that is routed to a service desk agent at Universal
Containers. After the agent responds to the case, they realize the customer is ineligible for
support.
Which solution should the consultant recommend to prevent this scenario from happening
in the future?
A. Add the Case's Entitlement related list to the Case Lightning Record Page.
B. Add the related Contact's Entitlement related list to the Case Lightning Record Page.
C. Add the related Account's Entitlement related list to the Case Lightning Record Page.
Explanation: To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring compliance with support policies.
Cloud Kicks frequently works with distribution partners who have complex issues that need
immediate attention. To solve the issues, Tier 2 support often needs to engage other teams
within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?
A. Omni-Channel routing
B. Case escalation
C. Swarming
Explanation: For addressing complex issues requiring immediate attention and collaboration across multiple teams, recommending the swarming approach, particularly facilitated through Slack for Service, is advised. Swarming enables cross-functional teams to come together quickly to solve issues, leveraging collective expertise and improving resolution times for complex cases.
Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge
base for customers that will have 2,500 articles. The
company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?
A. Topics for objects
B. Data Category groups
C. Screen Flow
Explanation: Using Data Category groups allows Cloud Kicks to organize their large volume of articles by product, making it easier for users to find relevant information. This method enhances the searchability and user experience of the public knowledge base by categorizing articles in a way that aligns with the company's product lines.
Universal Containers is migrating from 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 Files Related List on each article to add files to the articles.
B. Use the Lightning Knowledge Migration Tool and choose ‘include files’.
C. Upload the files as Documents, then relate them to the migrated articles.
Explanation: When migrating to Lightning Knowledge, file attachments from Classic Knowledge articles do not automatically transfer. To migrate these file attachments, consultants can manually add files to the corresponding Lightning Knowledge articles using the Files Related List. This approach ensures that all relevant attachments are associated with the correct articles, maintaining the integrity and usefulness of the Knowledge base post-migration.
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