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Universal Containers wants to provide its resellers a secure portal where they can share
their customer accounts, submit and track the status of their cases, and view reports and
dashboards.
Which solution should a consultant recommend?
A. Employee Community
B. Partner Experience site
C. Customer Experience site
Explanation: For providing resellers with a secure portal to share customer accounts, submit and track cases, and view reports, implementing a Partner Experience site is recommended. This solution offers a collaborative platform tailored for partners, enhancing communication, case management, and access to vital information, strengthening the partnership ecosystem.
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 selfservice
via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?
A. Implement Case Swarming.
B. Implement Einstein Bots.
C. Implement Skills-Based Routing.
Explanation: For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to
meet changing customer expectations while also uplifting agent skill sets and
organizational success.
In which order would a consultant work through a high-level discussion and planning
session with
CK?
A. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
B. Gather organizational vision, map processes, plan for user feedback, and define metrics.
C. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
Explanation: In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback. This structured approach ensures alignment with organizational goals, efficiency in processes, measurable outcomes, and continuous improvement based on feedback.
Universal Containers is implementing Service Cloud to make the workflow more efficient
and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have
access to
the right customer information?
A. Optimizing the user interface for improved usability
B. Tailoring the objects to expose specific customer data
C. Enhancing user profiles for customer services
Explanation: When setting up Service Cloud, optimizing the user interface for improved
usability is crucial to ensure service agents have access to the right customer information.
A well-designed UI enhances navigation and access to relevant data, enabling agents to
resolve customer issues more efficiently and effectively, improving overall service quality
and customer satisfaction.
Universal Containers wants to add functionality to its Service Cloud implementation so
customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?
A. Email-to-Case
B. Web-to-Case
C. Slack Connect
Explanation: To add functionality allowing customers to attach digital files to case records, Web-to-Case is recommended. This feature enables customers to submit cases through a web form, including the capability to attach files, facilitating the collection of additional information that can assist in case resolution.
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