A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.Which report type should the consultant recommend when creating a report?

Use the Case Lifecycle report type.

Use the Cases with Milestones report type.

Use the Case Lifecycle report type.

Use the Case Historical Trending report type.

Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.What should a consultant do to address the risk?

Share information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.

Share information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf.What should a consultant recommend to meet the requirement?

A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

An organization-wide default of Public Read/Write on the Case object

A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved.Which approach should the consultant recommend to streamline the process?

Use Salesforce Connect and External Objects to represent this information in Salesforce.

Create a dynamic action that launches the ERP system with a deep link to the order locator.

Use Salesforce Connect and External Objects to represent this information in Salesforce.

Create a batch integration process that runs hourly to pull all order updates into Salesforce.

What is a common deflection technique to reduce the number of interactions for a contact center?

Recommend articles prior to a Chat session.

Recommend articles during a call from a support agent.

Suggest articles for an Email-ta-Case question.

Recommend articles prior to a Chat session.

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.How should a consultant meet this requirement?

Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours or on holidays.

Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business hours.

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 toSalesforce for go-live.Which approach should a consultant use for data migration?

Plan, Prepare, Test, Execute, Validate

Prepare, Plan, Test, Validate, Execute

Plan, Prepare, Execute, Test, Validate

Plan, Prepare, Test, Execute, Validate

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.Which reporting solution should the consultant recommend?

Create a report using Grouping.

Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within itsService organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.Which approach should the consultant recommend to start AI efforts at CK?

Review and address Case data issues and set up Einstein Classification Apps.

Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.

Review and address Case data issues and set up Einstein Classification Apps.

Review and address Case data issues and set up Einstein Article Recommendations.

The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.What should the consultant recommend?

Configure a self-service Knowledge Base.

Create auto-response templates for Case emails.

Configure Skills-Based Routing for service channels.

Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.What should a consultant recommend?

Migrate parent and child cases together.

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology.Which benefit can be expected?

Reduced first contact resolution time

Salesforce Certified Service Cloud Consultant Practice Test 7

The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.

Which solution allows product managers to quickly see and review the cases that are created for their products?

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Salesforce Certified Service Cloud Consultant Practice Test 7

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Salesforce Certified Service Cloud Consultant Practice Tests

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