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Salesforce Service-Cloud-Consultant Exam Overview:
| Detail | Information |
|---|---|
| Exam Cost | $200 USD |
| Total Time | 105 minutes |
| Available Languages | English, Japanese, Spanish, French, German |
| Passing Marks | 68% |
Salesforce Certified Service cloud consultant Exam Topics Breakdown
| Exam Topics | Percentage |
|---|---|
| Industry Knowledge and Expertise | 15% |
| Implementation Strategies | 12% |
| Service Cloud Solution Design | 15% |
| Knowledge Management and Collaboration | 12% |
| Contact Center Industry Knowledge | 10% |
| Case Management | 10% |
| Integration and Data Management | 11% |
| Service Cloud Analytics and Reporting | 10% |
| Community Setup and Management | 5% |
Few More SERVICE-CLOUD-CONSULTANT Exact Exam Questions:
Question # 1
Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.
A. Experience Cloud Create Case Form
B. Web-to-Case
C. Contact Request Flow
D. On-Demand Email-to-Case
Answer: D
Question # 2
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.
Answer: B
Question # 3
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a consultant recommend to meet this requirement?
A. Implement Salesforce Field Service
B. Configure visual Flows on Salesforce mobile
C. Integrate with an enterprise resource planning system
D. Develop and publish a knowledge management system
Answer: C
Question # 4
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?
A. On-Demand Email-to-Case
B. Email-to-Case
C. Web-to-Case
D. Outlook Integration
Answer: B
Question # 5
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?
A. Social Customer Service
B. Einstein Bots
C. Digital Engagement Messaging
D. Chat for Web and In-App
Answer: C
Question # 6
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses. Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents. What should a consultant recommend to meet the requirements?
A. Use custom labels to manage quick text translations.
B. Share a folder with quick text for each translation.
C. Share each quick text individually to Public Groups.
Answer: B
Explanation:
Sharing a folder containing quick text translations for each language with the appropriate groups of service agents ensures that agents have access to common responses in the necessary languages. This approach facilitates efficient communication with customers worldwide and streamlines the management of translated quick texts.
Question # 7
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the console. Which configuration option should be verified?
A. Verify that users have access to the Chat buttons.
B. Verify that users are assigned the Chat feature license.
C. Verify that users have access to the Chat public group.
D. Verify that users are assigned the Chat user profile.
Answer: B
Question # 8
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?
A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
B. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
C. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
D. Prepare a single .csv file that can be used to migrate all article types at once and include with a properties file in a.zip for import
Answer: B
Question # 9
If a case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a consultant configure the Lightning Service Console to support this requirement?
A. Define separate Record Types for Tier 1 and Tier 2
B. Configure a Visual Flow Troubleshooting Action
C. Implement Lightning Guided Engagement
D. Enable Omni-Channel Case assignment
Answer: C
Question # 10
Cloud Kicks recently deployed an Omni-Channel implementation in Lightning. A set of service agents that handle security-related issues have complained that Case records are not being routed to them correctly.
What are three necessary steps to test that the Omni-Channel implementation is routing correctly? (Choose three.)
A. Enable Debug Omni-Channel routing configuration in Setup.
B. Open the Omni-Channel Supervisor tab.
C. Log in as a user who is enabled for Omni-Channel access.
D. Open the record you want to route.
D. Change the owner to a queue associated with the routing configuration.
Answer: B,C,D
Question # 11
How should a consultant configure a report that shows the average number of days that Cases stay open?
A. Create a formula field on Case to calculate the average age.
B. Create a report snapshot of the number of open Cases each day.
C. Use the standard Case age field on the report.
Answer: A
Explanation:
To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times.
Question # 12
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information. How should the consultant recommend the report be created?
A. Build a Summary report on Products and Activities.
B. Set up a reporting snapshot of the case, contact and activity objects.
C. Create a Custom Report type with activities as the primary object.
D. Customize the My Teams Calls this week standard report.
Answer: D
Question # 13
Universal Containers wants to migrate articles from its current database as part of a new Salesforce Lightning Knowledge Implementation.
Which factor should a consultant consider as part of the migration strategy?
A. Prepare a single .csv file that can be used to migrate all article types at once and include with a .properties filed in a .zip for Import.
B. Ensure that each existing article type has a corresponding Salesforce knowledge article record type that matches its structure and content.
C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
D. Verify that each article type has field-level security on all fields set to read-only prior to import, in order to prevent any loss of data.
Answer: B
Question # 14
Ursa Major Solar’s support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation? Choose 2 answers
A. Workflow Actions
B. Milestones
C. Assignment Rule
D. Escalation Rule
Answer: B,D
Explanation:
Milestones and Escalation Rules are two features that need to be configured as part of theentitlement process implementation. Milestones are time-dependent steps that representrequired service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert orreassigning the case. Verified References: : Milestones : : Escalation Rules
Question # 15
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?
A. Incident Management
B. Field Service
C. Workforce Engagement
D. Visual Remote Assistant
Answer: B
Question # 16
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
A. Social Customer Service for Twitter and Facebook.
B. Social Media Marketing message tagging.
C. Social Persona for Twitter and Facebook.
D. Einstein Bot social queues.
Answer: C
Question # 17
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?
A. Case report grouped by Call Center
B. Case History report grouped by Call Center
C. Dynamic Dashboard grouped by Call Center
Answer: C
Explanation:
A Dynamic Dashboard enables personalized data visualization for each viewer based on their Salesforce role or user specifics. For tracking first-call resolution by call center, a Dynamic Dashboard can be configured to display monthly historical metrics relevant to each call center. This approach allows the support manager to view data specific to each call center, ensuring the metrics are accurate and tailored to the manager's needs for analysis and decision-making.
Question # 18
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?
A. Change the Run Apex As User to a service agent profile.
B. In Inbound Setting, set Enable Case Reopen to 3 days.
C. Establish Duplicate Rules to find similar cases.
D. Configure a Macro to close the duplicate case
Answer: C
Question # 19
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
A. Restrict visibility of the views
B. Reduce the number of fields displayed
C. Filter the views by case owner
D. Remove filter criteria from the views
Answer: B,C
Question # 20
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
A. Customer satisfaction Survey
B. Customer Purchase History
C. Customer Support Requests
D. Net promoter Score
D. Service Level Agreement
Answer: A,B,D
Question # 21
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.The external service agents and external support managers use Experience Cloud to create cases.External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
A. Service Cloud Portal
B. Customer Community Login
C. High Volume Customer Portal
D. Partner Community Login
Answer: A
Question # 22
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
A. On a utility bar of the Lightning App
B. On a record Highlights Panel
C. On a record Activity Feed list
D. On the Calendar right hand panel
Answer: A,B
Question # 23
A consultant has been hired to integrate a client's phone system with the Service Console.
What is the consultant required to do during this integration?
A. Enable the Lightning Console.
B. Configure the CTI Adapter.
C. Add the utility bar to the app.
Answer: B
Explanation:
During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service Console for improved agent efficiency.
Question # 24
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?
A. Enable Case Merge.
B. Set up duplicate rules on Case.
C. Create an autolaunched Flow
D. Create an autolaunched Flow
Answer: A
Explanation:
To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.
Question # 25
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent’s product specialization?
A. Create a permission set for each record type; assign permissions to service agents.
B. Create a page layout for each record type; assign layouts to service agents.
C. Create an article action for each record type; assign record types to service agents.
D. Create a data category for each product; assign data categories to service agents.
Answer: D
Question # 26
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
A. Prioritize the requirements based on who submitted them.
B. Identify the requirements needed for initial GoLive.
C. Provide a timeline that addresses all the requirements.
D. Organize the requirements from largest to smallest.
Answer: B
Explanation:
Identifying the requirements needed for initial GoLive is the recommended next step after gathering a large set of required deliverables for implementing Service Cloud. Identifying the requirements needed for initial GoLive involves prioritizing the requirements based on their importance, urgency, complexity, and dependency. This can help determine the scope and timeline of the project, as well as the resources and budget needed. Identifying the requirements needed for initial GoLive can also help avoid scope creep, manage expectations, and ensure a successful implementation. Verified References: Service Cloud Consultant Certification Guide & Tips, Project Management Best Practices
Question # 27
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
A. Create a report using the Case Age report type
B. Create a report using the Case Age report type
C. Create a report using the Case Snapshot report type.
D. Create a report using the Case Lifecycle report type.
Answer: D
Question # 28
Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
What should a consultant recommend?
A. Organize up to 200 categories in each category group.
B. Consolidate into 3 or fewer category groups.
C. Reorganize Into a hierarchy with 6 or fewer levels.
D. Assign up to 10 data categories per category group to each article.
Answer: D
Salesforce Service-Cloud-Consultant Frequently Asked Questions
Question # 1
Cloud Kicks provides support to customers in email, social, and chat channels. Managerswant to find a way to improve service agent efficiency.A recent study found agents spend a lot of time searching for articles, manually copyingtext from the article, and pasting it into responses.What should a consultant recommend as a solution?
A. Set up quick text options in the utility bar to add article links.
B. Configure Lightning Knowledge component and related list actions.
C. Configure Lightning Knowledge component to auto attach article PDF.
Question # 2
Universal Containers has recently implemented Chat and is looking for recommendationsabout how to improve agents’ ability to find the appropriate answer while chatting withcustomers.What should a consultant recommend to meet this requirement?
A. Einstein Reply Recommendations
B. Einstein Article Recommendations
C. Action & Recommendations component
Question # 3
Cloud Kicks customers need a method to create cases without a login. Managers areconcerned that public options will increase the number of spam cases created.What is the recommended option to prevent the creation of spam cases?
A. On-Demand Email-to-Case Threading
B. Web-to-Case with Einstein Case Classification
C. Web-to-Case with reCAPTCHA enabled
Question # 4
Service agents at Cloud Kicks frequently encounter duplicate cases from the samecustomers in different channels.Management would like to provide a method for service agents to handle duplicates anddelete one of the cases.Which action should a consultant recommend?
A. Enable Case Merge.
B. Set up duplicate rules on Case.
C. Create an autolaunched Flow,
Question # 5
Universal Containers (UC) is implementing Service Cloud within its North America callcenter to validate key use cases, system capabilities, andintegration patterns. The UC leadership team is concerned that the upcoming SalesforceRelease schedule may impact the implementation project'sdevelopment 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 therelease is deployed.
B. Disable updates to the sandbox so the team can continue using the solution without theupdates from the release.
C. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior tothe release being g deployed.
Question # 6
Universal Containers’ leadership wants to reduce the level of effort required to get the rightpeople involved to resolve service issues more quickly.What should the consultant recommend to distribute cases?
A. Create queues with support agents and use assignment rules.
B. Predefine case teams and use assignment rules.
C. Configure Web-to-Case and use assignment rules,
Question # 7
In the build phase of a Service Cloud implementation for Universal Containers, whichactivity should a consultant prioritize to ensure the system aligns with the client's businessprocesses and requirements?
A. Configure, develop, and test the application in a sandbox environment.
B. Develop training materials after configuring the application to prepare for user adoption.
C. Migrate data to the sandbox environment and verify successful migration.
Question # 8
Universal Containers wants to allow customers to send messages to agents in ServiceConsole via their preferred mobile app.Which feature should a consultant recommend?
A. Einstein Bots
B. OmniStudio
C. Messaging
Question # 9
Universal Containers (UC) plans to implement a chatbot within its healthcare division toincrease case deflection, reduce wait times, and save agents time so they can work onmore complexissues.The UC stakeholder has raised a risk about the Health Insurance Portability andAccountability Act (HIPAA) and other common compliance standards when using chatbots. What should a consultant do to address the risk?
A. Conduct a discovery session with the stakeholder to ensure the voice and tone of thebot meet the required healthcare compliance standards.
B. Create a bot in the production org and use the information captured in ConversationLogs to confirm that no healthcare data was discussed.
C. Share Information about bot security, availability, and confidentiality of healthcare datafound on Salesforce Trust and Einstein Platform Compliance.
Question # 10
An organization has requested guidance on how to delete customers’ personal data whenthey are no longer associated with the company to stay compliant with global dataprotection andprivacy regulations.Which solution should the consultant recommend to meet the requirement?
A. Search for all customer information in production and manually edit the fields of eachrecord to scramble the data so that it is no longer searchable
B. Search and remove all customer information, including records and in unindexedfreetext fields, and refresh sandboxes to ensure no data retention.
C. Search for all customer information across environments and deactivate accounts orExperience Cloud users associated with the contact.
Question # 11
Case closure time at Cloud Kicks (CK) is too high although CK already enabled KnowledgeManagement.What should the consultant recommend to decrease case closure time?
A. Add data category groups.
B. Create synonym groups.
C. Enable Suggested Articles.
Question # 12
The support manager at Universal Containers wants to see monthly historical metrics forfirst-call resolution by call center.Which analytics solution should the consultant recommend?
A. Case report grouped by Call Center
B. Case History report grouped by Call Center
C. Dynamic Dashboard grouped by Call Center
Question # 13
Cloud Kicks uses Einstein Next Best Action to help service agents when working on acustomer case. Multiple service agents work on the same case.What should a consultant configure to show service agents when items were started,paused,resumed, and completed?
A. Case History related list
B. Actions & Recommendations component
C. Activity analytics tab
Question # 14
Universal Containers has decided to implement a Web-to-Case form on its website socustomers can submit support requests instead of calling the customer service center. Theproduct owner has asked the consultant to create the implementation plan and researchsolutions.What should the consultant do before creating an implementation plan?
A. Review Service Setup Assistant for Web-to-Case.
B. Review guidelines and limits for Web-to-Case.
C. Review Einstein Conversation Mining for Web-to-Case.
Question # 15
Universal Containers wants Salesforce to suggest Knowledge articles to agents based oninformation about the case.Which solution should a consultant recommend?
A. Add the Knowledge object to global search objects.
B. Add the Knowledge component on the case Lightning record page.
C. Add the Knowledge related list to the case page layout.
Question # 16
Universal Containers has a well-defined support process for cases which includes thefollowing statuses:* New* Assigned* In Progress* Waiting On Customer* ClosedThe support manager has noticed an increase in the average age of a case and wants tounderstand how long a case is in each status.Which report type should the consultant consider when collecting data for the supportmanager?
A. Case Lifecycle
B. Cases with Milestones
C. Case History
Question # 17
A recent review of customer satisfaction surveys revealed that the support center does apoor job of upselling new products tocustomers. Customers report dissatisfaction when calling for service issues and receiving asales pitch instead. However, customers thathave been upsold new products are two times more likely to remain a customer.What is the recommended method to ensure upselling only occurs when customers arelikely to be receptive to the offer?
A. Einstein Next Best Action
B. Service Analytics Predictions
C. Visual Remote Assistant
Question # 18
Cloud Kicks provides support to customers across the world and uses LightningExperience. Service agents have a set of common responses.Managers would like to consolidate the responses as quick text, translate them to multiplelanguages, and share them with the correct groups of service agents.What should a consultant recommend to meet the requirements?
A. Use custom labels to manage quick text translations.
B. Share a folder with quick text for each translation.
C. Share each quick text individually to Public Groups.
Question # 19
Universal Containers (UC) has a service-level agreement (SLA) with customers thatrequires an agent to take ownership of and respond toincoming cases within 2 hours of case creation.Which best practice will help UC meet its SLA?
A. Assign cases to queues and use Escalation Rules to escalate cases that remainunassigned to an agent within 1 hour.
B. Use Flow Builder to assign a task to all members of a queue if a case remainsunassigned to any agent within 1 hour.
C. Use case auto-response rules to send an email to support managers within 1 hour ofcase creation.
Question # 20
Cloud Kicks has a Service Cloud implementation with several channels. Executives wantquick access to agent, team, and call center key performance indicators (KPIs). Servicemanagers need to see data about their teams as well.How should the consultant display the data quickly?
A. Create reports from Cases and display on a dashboard.
B. Migrate the data to a data lake and request a dashboard.
C. Use Einstein Analytics for Service Cloud,
Question # 21
A business-to-consumer (B2C) company wants to decrease service costs. Currently,customers pay invoices and update their contact Information by mailing paper payslipsback to thecompany.What is the recommended solution to meet the requirements?
A. Experience Cloud with payment processing
B. Einstein Bots with check processing
C. Service Cloud Voice with Tele-pay
Question # 22
How should a consultant configure a report that shows the average number of days thatCases stay open?
A. Create a formula field on Case to calculate the average age.
B. Create a report snapshot of the number of open Cases each day.
C. Use the standard Case age field on the resort.
Question # 23
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, andChangeManagement process to provide a foundation for its auditing and governance needs. CKalso wantsinteractive recommendations for every department during this process.Besides implementing Incident Management and Service Cloud for Slack, what should aconsultantrecommend for the full solution?
A. Implement flow orchestration with Work Guides
B. Implement a third-party app from AppExchange.
C. Implement Guidance for Success and Knowledge articles.
Question # 24
At Universal Containers, support agents need to verify that customers are eligible toreceivesupport when they create the case.Where can a support agent verify that a customer is allowed to receive support?
A. Milestones
B. Entitlements
C. {0} Actions
Question # 25
Which feature can a consultant deploy to route cases from social channels within a limitedtimeframe?
A. Use custom case assignment rules.
B. Implement an Apex solution.
C. Use a third-party app from AppExchange.
Question # 26
Universal Containers wants to direct cases based on the same criteria it applies toMessaging for In-App and Web (MIAW).Which feature should a consultant recommend?
A. Omni-Channel Routing
B. Milestones & Entitlements processes
C. Case Assignment rules
Question # 27
Cloud Kicks wants to offer its customers a more personalized, flexible service experiencebeyond emails, phone calls, and chatbots.What should the consultant recommend to meet this requirement?
A. Social media
B. Messaging apps
C. Salesforce Knowledge
Question # 28
The support management team at Universal Containers has noticed an increase in waittimesover the last several months when customers call in for support.What should a consultant recommend to help decrease customer wait times?
A. Set up analytical snapshots to capture key case Information and create historicaltrending reports.
B. Create reports to analyze data in order to understand peak times and ensure adequate.
C. Create case escalation rules to route high-priority cases directly to supervisors forresolution.
Question # 29
What is a common deflection technique to reduce the number of interactions for a contactcenter?
A. Suggest articles for an Email-to-Case question.
B. Recommend articles prior to a Chat session.
C. Recommend articles during a call from a support agent.
Question # 30
Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases atone time using list views.Which Service Console productivity tool should a consultant recommend?
A. Run a macro on each case.
B. Use a mass Quick Action.
C. Use a keyboard shortcut.
Question # 31
Universal Containers is initiating a program to improve customer satisfaction. As part of theprogram, customers must be surveyed after the case is closed to ensure the customer issatisfied and the issue has been resolved.Which solution should a consultant recommend to meet this requirement?
A. Use auto-response rules to send an email to the customer.
B. Use Escalation Rules to assign the case to a case queue.
C. Use Flow Builder to send an email to the customer.
Question # 32
A contact center manager wants to measure improvements to capacity planning operationsafter the implementation of a new workforce management system.Which metric should a consultant use to assess the success of the new workforcemanagement system?
A. Number of closed cases
B. Agent utilization
C. Deflection rate
Question # 33
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.Which benefit can be expected from KCS adoption?
A. Reduced administrative overhead
B. Reduced need for self-service
C. Reduced issue resolution time
Question # 34
Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wantsOmniChannel to route cases to agents who speak the customer's preferred language andhave the rightknowledge to solve the issue.Which solution should a consultant recommend to meet the requirements?
A. Configure Omni-Channel Skills-based Routing.
B. Configure Case Assignment rule and Omni-Channel Supervisor.
C. Configure Omni-Channel Queue-Based Routing.
Question # 35
Cloud Kicks has recently started using Entitlements within its support process. Serviceagents are selecting entitlements with similar names thatare incorrectly associated with the account assigned on the case.What should a consultant recommend to meet the requirements and help service agents?
A. Enable lookup filters.
B. Configure a Quick Action.
C. Set OWD sharing to Private.
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