A global automotive company wants to enhance its service experience by integrating multiple sources of vehicle and customer data—including sensor data, service history, and financing details—into Salesforce. The goal is to gain a holistic view of customer interactions and vehicle health, trigger alerts based on real-time data, and route cases to the appropriate service channels.
Universal Containers wants to migrate articles from its in-house database as part of a new Lightning Knowledge implementation.
Which factor should a consultant consider as part of the migration strategy?
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to
incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The contact center manager wants to improve the team’s ability to prioritize time-sensitive work while continuing to handle their long-running work.
Which feature should a consultant recommend?
Cloud Kicks (CK) uses Service Cloud to manage its customer support, and its inventory and order data is stored in Snowflake. CK's customers use support to ask about their orders and request replacement items. CK wants to avoid duplicating this data in Salesforce but still provide real-time, actionable insights for support reps.
What should the Service Cloud Consultant recommend so that support reps will have a comprehensive view of their customers' order history?
A consultant is advising Cloud Kicks on developing call center metrics to measure service rep productivity based on a combination of quality and practical metrics.
Which key performance indicator (KPI) usually points to high customer satisfaction?
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that support reps should contribute new Knowledge articles more often.
What should UC do to address this situation?
Universal Containers (UC) frequently receives complex customer issues that require retrieving information from internal knowledge articles not tagged with individual fields. UC needs a service that can process this data and provide accurate, grounded responses.
What should the Service Cloud Consultant recommend?
Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only.
What is the most efficient solution the consultant should use to meet the requirements?
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
TESTED 04 Feb 2026
