Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?

• A.Dynamic Form
• B.Apex Trigger
• C.Quick Action
• D.Scheduled flow

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The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

• A.Create an auto-response rule to send the article to the customer.
• B.Create a Lightning email template to send the article to the customer.
• C.Create a macro to send an email with the article to the customer.
• D.Create a workflow email alert to send the article to the customer.

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Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.
Which reporting solution should a consultant recommend?

• A.Custom Report Types with Reports and Dashboards
• B.Knowledge Base Reports and Dashboard Package Installation
• C.Knowledge Dashboard Pack for CRM Analytics Installation

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Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?

• A.It captures the same informaion as First Call Resolution.
• B.It includes blocked and abandoned calls.
• C.It is the typical experience of a caller.
• D.It is skewed by calls that are quickly answered

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Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?

• A.Macro to open related cases
• B.Customized case hovers
• C.Quick Actions added to the case page
• D.Actions and Recommendations component

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