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.
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?
A. Use the most available routing model.
B. Use Most Cases Closed report.
C. Use the agents’ Presence Status.
Explanation: To assign cases based on agents' product specialization and ensure even distribution of case workload, using Omni-Channel's "Most Available" routing model is suitable. This model assigns work based on agents' capacity and specialization, balancing the workload among agents while ensuring cases are matched with the appropriate expertise.
Service Console users work on dozens of cases at a time and often need to update a case
they worked on earlier in the day.
What should a consultant recommend?
A. Add History to the Utility bar.
B. Create a custom dashboard.
C. Keep all cases open in tabs.
Explanation: For Service Console users who need to efficiently revisit cases worked on earlier, adding the History component to the Utility Bar is recommended. This provides quick access to recently viewed records, enabling users to navigate back to previous cases without keeping all cases open in tabs, enhancing productivity and case management efficiency.
Universal Containers wants to develop a new Case Management solution. The end-to-end
solution will include integrations with third-party systems.
Following best practices, which development and deployment path should a consultant
recommend?
A. Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.
B. Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.
C. Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.
Explanation: Following best practices for developing a new Case Management solution that includes third-party integrations, it's advisable to use separate sandboxes for different stages of development. This approach allows for isolated environments to develop, test, and validate features before deployment to production, minimizing risks and ensuring that new functionalities meet user requirements and work as expected in an integrated ecosystem.
Universal Containers wants to direct cases based on the same criteria it applies to
Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?
A. Omni-Channel Routing
B. Milestones & Entitlements processes
C. Case Assignment rules
Explanation: To direct cases with the same criteria applied to Messaging for In-App and Web (MIAW), utilizing Omni-Channel Routing is recommended. This feature enables the distribution of cases based on predefined criteria, ensuring that cases are routed to the appropriate agents or queues for efficient resolution, mirroring the strategy used for MIAW.
Cloud Kicks is planning to provide different levels of support to customers in order to
ensure its agents are working within the
confines of the service-level agreements (SLAs).
Which feature should the consultant consider?
A. Entitlements
B. Case Management
C. Service Contracts
Explanation: To provide different levels of support and ensure adherence to service-level agreements (SLAs), utilizing Entitlements is recommended. Entitlements define customers' rights to specific support services and SLAs, enabling Cloud Kicks to manage and enforce different support levels effectively, ensuring that agents deliver the appropriate level of service to each customer.
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