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4. Question No. 1 AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing. What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set? A. Service requests are assigned to a quruc where the technician can accept it. B. Service requests are scheduled using Salesforce Field Service. C. Service requests are asstgred to the technician using Omnt-Channel. D. Service requests art assigned by the support reps to trie technician Answer: C Question No. 2 Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case. What is the recommended level of Case Access for the Case Team Rote? A. Read Only B. Visible in Portal C. Private D. Read/Write Answer: A Question No. 3 Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases. What should a consultant recommend to meet the requirements? A. Recent Items set to Account object. B. Hitory Utility in the Utility bar. C. Actions & Recommendations component. D. Screen flow launched from a global action. Answer: A Question No. 4 Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases. A. in a Private sharing model, only queue members can take ownership or cases in the Queue. B. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.

5. C. In a Private sharing model, only queue members and direct reports can view cases in a Queue. D. In a Public Read Only sharing model, al users can view cases in a Queue. Answer: A, C Question No. 5 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 Answer: B

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