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Title of test: Cloud Service 4 Description: Cloud Service 4 -TEST 4 Author: Cloud Service 4 Other tests from this author Creation Date: 07/11/2024 Category: Others Number of questions: 59

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Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted. Which approach should a Consultant implement? Lightning Component Contact Request flow Direct Messaging Case queues. Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need? Omni Channel Contact Request Field Service Mobile Connect. 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? Chat for Web and In-App Digital Engagement Messaging Social Customer Service Einstein Bo. After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production. How shoud a consultant correct this problem? Grant Authors acess to FAQ artcle type Set Article Or Wide to Public Read Write Add Authors to the FAQ data category Grant authors access to the FAQ records type. AW Computing would like to interact with customers on facebook and Twitter. Where are the conservations tracked in Salesforce? Case Chatter feed Social Post record Case activity feed Case notes related list. 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? Social Persona for Twitter and Facebook. Social Media Marketing message tagging. Social Customer Service for Twitter and Facebook. Einstein Bot social queues. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories. What solution should a consultant recommend? Field Service Lightning Lightning Console Salesforce Mobile App Employee Community. Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered? Choose 3 answers. Attachments and .html files in Classic Knowledge are moved to the Files object. Visualforce pages refer to Classic article types. Each article must be associated to a record type. Approval process history migrate to Lightning Knowledge. Article numbers change during migration. A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases. What is the recommended method for managers to coach agents? Use Omni-Channel Supervisor to monitor agents' chat sessions. Use an Einstein Bots Chat to handle common issues. Use skills-based routing in Salesforce Messaging. Use Einstein Chat Insight to identify areas to improve. Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical's arriaval time. What is the recommended feature to improve the customer experince? Omn-Channel Routing Incident Management Video Support Appointment Assitant. What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond? Configure Lightning Guided Engagement. Configure a Live Chat Validation Rule. Customize the Pre-chat form. Customize the Lightning Console chat page. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers. Number of calls offered Agent utilization Quality monitoring score Schedule adherence. Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the consultant suggest? On-Demand Email-to-case Standard email to case Web to case forms Omni channel routing. 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? Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content. 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. 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. Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step. What should a consultnat recommend to address this problem? Define case escalation rules Configure flow Builder /Process Builder Activate a validation rule Create a Case Macro. The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues. What are two places the messages can be routed to? Choose 2 answers Chatter Group Web Chat Einstein Bots Call Center Agent. Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days. Which approach should a consultant implement? Define case auto-response rules. Estabalish case assignment rules. Use Flow Builder to create a flow with scheduled path. Configure case escalation rules. Service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required. Define criteria-based record page components Create multiple console layouts Enable keyboard shortcuts Configure Macros. Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack. Which two feature should the consultant recommend as part of the deployment? Select two Twitter or Facebook accounts. Create and assign permission sets to give agents social account access. Retrieve Social Studio credentials. Enable the Moderation feature to automatically create cases from posts. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement? Define Case Auto-Response Rules. Establish Case Assignment Rules. Create a Process Builder with Scheduled Actions. Configure Case Escalation Rules. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement? Define Case Auto-Response Rules. Establish Case Assignment Rules. Create a Process Builder with Scheduled Actions. Configure Case Escalation Rules. 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? Reorganize Into a hierarchy with 6 or fewer levels. Assign up to 10 data categories per category group to each article. Organize up to 200 categories in each category group. Consolidate into 3 or fewer category groups. universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ? Create the necessary objects in SF Customize service channel settings to define how the org receives work various sources From setup select omnichannel and select enable omni channel Create SF cases to have omni channel enabled. Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend? An AppExchange package On-Demand Email-to-Case Web-to-Case Email-to-Case. The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers Number of Knowledge articles created each month. Average call handle time by team. Number of cases closed by self-service users. Number of cases created using Communities by month. Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails. What are two reasons the integration is fading? Choose 2 answers URL formats for articles dIffer between Classic and Lightning Knowledge. Users must have Modify AM permission to delete archived articles. Only Published articles are available in the API. After the migration, an integration process that manages the articles' lifecyde by archiving and The Amde Type field is no longer accessible via SOQi or the API. Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record. Which feature should a Service Cloud consulatant recommend to improve the user experince? Actions and Recommendations component Macro to open related cases Customized case hovers Quick Actions added to the case page. Universal Containers would like for article to be different channel for social interactions. What solution should a consultant recommend? Create a Chatter group and invite the customer to join with an external chatter user. Set up communication channel layouts in the object manager to use Insert Article into Social post. Create a Visualforce page on the customer community portal. Set up insert Article into Social post and enable the customer community portal. 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? Configuration a Validation Rule to block on-click calling. Use Dynamic Forms to conditionally hide the one-click field. Set the Contact Do not Call field value to true. Configure Dialer to use Voicemail Crop by default. Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution. What is the recommendeo report change to meet the requirements? Filter or Cosed When Created equals true Filter on Status equals Ctosea Resolved Filter where Closed Date equals Created Date Filter where Date/Time Opened equals Created Date. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers Agent utilization Quality monitoring score Schedule adherence Number of calls offered. Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet the requirements? Cross-Object Formula Approval Process Lookup Filter Auto-Add Milestones. Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a consultant suggest to help decrease customer wait times? Choose 2 answers: Set up analytical snapshots to capture key case information and create historical trending reports Create case escalation rules to route high priority cases directly to supervisors for resolution Set up a Salesforce Customer Community that will allow customers to create cases online Create reports to analyze call data in order to understand peak times and ensure adequate staffing. Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'. What is the recommended feature to improve productivity? Quick Text Lightning Utility Bar Macros Service Console. What are three considerations when adding a report chart to a Console Component? Choose 3 answers The report chart is added to the Page Layout. The report has a standard Report Type. The report contains a chart. The report is a Summary or Matrix report. The report is shared with a Chatter Group. What should a consultant recommend service agents use? Einstein Next Best Action Strategy Guilder. History tab on the Actions & Recommendations comporent. Paused now interviews Lightning Component. Recommendation Strategy Metrics related list. 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? Create a report using the Case age report type Create a report using the Case snapshot report type Create a report using the Case historical trending report type Create a report using the Case Lifecyle report type. Universal Containers wants to be able to assign cases based on the same criteria they use for chat . Which feature should a consultant recommend? Omni-channel Skills-based routing Chat Queue-based routing Omni-channel Queue-based routing Case Skills-based Assignment Rules. Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents. Which two features should a consultant integrate into the Service Console? Choose 2 answers. Path for Cases Interaction Log Lightning Process Builder Lightning Row for Service. What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers. Ensure that at least 60% of the code is covered by unit tests before deploying to production. Migrate a test deployment to a staging environment for a smoother real-life experience. Ensure all users refrain from logging into production for an entire day prior to deployment. Plan and communicate the deployment to all users of the organization in advance. Select a window of time when users will NOT be making changes to the organization. Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. What should the consultant recommend to mitigation these concerns? Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training. Configure the new app in developer org and use an unmanaged package to deploy to production. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once. DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission. How should the administrator configure Salesforce to meet the requirements? Post a web to case form on the site and assign the case to the specialist for completion. Use email to case for the client to submit the relevant information to the specialist. Add a custom Lightning component to the site and the Case Lightning record page. Create a screen-based flow accessible from the Experience site and internaly. Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements? Choose 2 answers Messaging Social Customer Service Chat Service Console. Universal Containers wants to be able to assign cases based on the same criteria they use for chat . Which feature should a consultant recommend? Case Skills-based Assignment Rules Omni-channel Queue-based routing Chat Queue-based routing Omni-channel Skills-based routing. Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view. What is the recommended solution to meet the requirements? Omni-Channel Supervisor Screen Flow Case Escalation Rules Einstein Case Routing. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario? Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report. Assign a global team of experienced agents and leaders to create a common design template and report structure. Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements? Use Process Builder with Scheduled Actions. Configure Case Escalation Rules. Define Entitlement and Milestones. Enable Omni-Channel Routing. 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? 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 Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content. 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. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types. Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases. Which action should a Service Cloud consultant recommend? Create an auto-launched flow. Configuration a blocking duplicate rule. Enable Case Merge. Set a validation rule. Universal containers is implementing a customer community using the customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type. How should consultant satisfy this requirement? Set the visibility to the data categories. Enable suggested artciels in the community. Utilize topic tags for each product type. Define article types with sharing settings. Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend? Email-to-Case Salesforce for Outlook Web-to-Case On-Demand Email-to-Case. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments? Use the Lightning Knowledge Migration Tool and choose 'include files'. Post the Files to the Chatter Feed on each Article. Use the Files Related List on each article to add files to your articles. Upload the files as Documents, then relate them to the migrated Articles. After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production. How should a consultant correct this problem? Grant Authors access to the FaQ record type Grant Authors access to the FAQ article type. Set article Org Wide Default to Public ReadWrite. Add Authors to the FaQ Data Category. Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. What is the recommended method to improve the support experience while providing expert-level support? Workforce Engagement Self Scheduling. Visual Remote Assistant. Field Service Scheduler. Omni-Channel Routing. 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. Web-to-Case. On-Demand Email-to-Case. Contact Request Flow. Experience Cloud Create Case Form. Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers. Support Processes Article Types Page Layouts Record Types Omni-Channel. DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission. How should the administrator configure Salesforce to meet the requirements? Post a web to case form on the site and assign the case to the specialist for completion. Use email to case for the client to submit the relevant information to the specialist. Add a custom Lightning component to the site and the Case Lightning record page. Create a screen-based flow accessible from the Experience site and internaly. tt. 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? It is askewed by calls that are quickly answered. It includes blocked and abandoned calls. It is the typical experience of a caller. It captures the same informaion as First Call Resolution. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement? Define Case Auto-Response Rules. Establish Case Assignment Rules. Create a Process Builder with Scheduled Actions. Configure Case Escalation Rules.

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