Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates. Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

1. A. Let the dashboard viewers choose
2. B. The user creating the dashboard
3. C. The VP of service
4. D. The dashboard viewer

Correct Answer: D

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production. Which two deployment solutions should a consultant use to ensure skills-based routing is operational in
Production
Choose 2 answers

1. A. Data Import Wizard
2. B. Change Sets
3. C. Data Loader
4. D. Mass Transfer Records

Correct Answer: BC

vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?

1. A. Create a macro to send an email with the article to customer
2. B. create an auto response rule to send the article to teh customer
3. C. create a workflow email alert to send the artilce to the customer
4. D. create a lightning email template to sned artilce to customer

Correct Answer: D

The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

1. A. Create a report using the Case Lifecyle report type
2. B. Create a report using the Case age report type
3. C. Create a report using the Case snapshot report type
4. D. Create a report using the Case historical trending report type

Correct Answer: A

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

1. A. Assign team-based roles to the associated product article types
2. B. Assign team-based profiles to the associated product article types
3. C. Assign team-based roles to the associated product data category value
4. D. Assign team-based profiles to the associated product data category value

Correct Answer: C