Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

• A.Most Linked Articles
• B.Most Revised Articles
• C.Search Activity Gaps
• D.Top Articles sorted descending

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Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.
Which mobile development option should the consultant recommend?

• A.Create two custom mobile apps, one for Apple and the other for Android.
• B.Explain that community users can access the site through a web browser.
• C.Use Salesforce Mobile Publisher to create a common app for both Apple and Android.

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Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

• A.Use case auto-response rules to send an email to support managers within one hour of case creation.
• B.Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
• C.Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
• D.Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

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Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

• A.Lightning Process Builder
• B.Path for Cases
• C.Lightning Row for Service
• D.Interaction Log

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Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

• A.Use a global quick action to capture details.
• B.Use an auto-launched flow to capture details.
• C.Use a new customer Path on Contact to capture details.
• D.Use Open CTI with Pop to flow to capture details.

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