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?

• A.Global Shared Macro
• B.Omni-Channel Utility widget
• C.Actions & Recommendations component
• D.Personalised navigation menu

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Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

• A.Case closure rules on the original case
• B.Visibility and access to the work order records
• C.Work order and customer contact escalation requirements
• D.Total number of account and contact records in the database
• E.Account team relationship to the primary contact

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As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

• A.Track not promoter scores as part of an automated survey after case closure for every cote.
• B.Benchmark the average cases per agent versus the team average across each case channel
• C.Track the average calls per day, average cases per agent, and average cases per case type.
• D.Measure difference in CSAT ol cases with and without articles attached.

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Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

• A.Article Record Types must be created before the import.
• B.Article Record Types will be created as part of the import.
• C.Multiple Article Record Types can be imported in the same CSV.
• D.Each Article Record Type must be in a separate CSV.

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To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

• A.Add the Knowledge related list to the Case record page.
• B.Add the Knowledge tab to the Service Console.
• C.Add Knowledge Data Categories to each Case.
• D.Add the Knowledge Component to the Case record page.

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