Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.
What should a consultant recommend to meet the requirements?

• A.Configuration a Validation Rule to block on-click calling.
• B.Set the Contact Do not Call field value to true.
• C.Configure Dialer to use Voicemail Crop by default.
• D.Use Dynamic Forms to conditionally hide the one-click field.

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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 is the typical experience of a caller.
• C.It includes blocked and abandoned calls.
• D.It is askewed by calls that are quickly answered

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Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

• A.Salesforce Console
• B.Entitlements and Milestones
• C.Case Escalation
• D.Case Assignment

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Which search mechanism should be used to find case comments from within the lightning service console?

• A.Search utility component
• B.Comment search component
• C.Comments list view
• D.Global search

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Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?

• A.Postpone the release to the production org so the team can finish the project before the release is deployed.
• B.Disable updates to the sandbox so the team can continue using the solution without the updates from the release.
• C.Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.

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