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Title of test: FALLOS Description: FALLOS serv Author: FALLOS Other tests from this author Creation Date: 07/11/2024 Category: Art Number of questions: 56

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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 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. 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. 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 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. 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. 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 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. 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. 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 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. 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.. Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers. Install an adapter from AppExdiange to work with third-party CTI systems. Enable Live Agent in their community to chat with an agent. Assign the correct Salesforce users to the Call Center. Create a softphone layout and assign to user profiles. Assign the Salesforce CTI license to Salesforce users. A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation. What are two recommended Service Cloud features that work togethe' to improve the process? Choose 2 answers. Quick Text Macros Global Quick Action Email Templates. Metrics show that Universal Containers has a high call abandonment rate. Which two strategies should a consultant recommend? Choose 2 answers. Simplify the interactive voice response (IVR) tree. Set up Email-to-Case. Use Assignment rules and case queues. Add additional agents to lower average hold time. 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? Service Cloud Portal. Customer Community Login. High Volume Customer Portal. Partner Community Login. Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system. When implementing Salesforce, what solution should a consultant recommend for this scenario? Email-to-Case Salesforce for Outlook Web-to-Case On-Demand Email-to-Case. Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm? Dynamic Form. Apex Trigger. Quick Action. Scheduled flow. Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros. What two solutions can a consultant suggest to meet the agent's requirements? Choose 2 answers: Add multiple ELSE IF blocks after the IF block Add conditional logic to the instructions Create a formula to build the macro logic around Add a formula block to the macro. Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend? Chat Queue-based routing. Case Skills-based Assignment Rules. Omni-channel Queue-based routing. Omni-channel Skills-based routing. 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? Assign team-based roles to the associated product article types Assign team-based profiles to the associated product article types Assign team-based roles to the associated product data category value Assign team-based profiles to the associated product data category value. Universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default. Which two strategies should a consultant recommend? Dashboad folder sharing Org wide default for cases set to private Dynamic dashboards Case Object permissions set to create and read. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers. Approval Process that assigns an Article to a Reviewer Queue. Knowledge Action to Publish an Article once the Article is approved. Validation Rules for article record types to verify all fields during creation. Data Category to assign an article record type to a Reviewer. A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers. CTI Adapter configuration. Lightning Console enablement. Call Center Definition File creation. Service Console case creation configuration. Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history. Which type of Community license should be used to meet these requirements? Customer Community Plus Customer Community High Volume Customer Portal Lightning External Apps Starter. 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. Data Import Wizard Change Sets Data Loader Mass Transfer Records. Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram. What is the recommended license to meet the requirement? Service Cloud User feature license Einstein Reply Recommendations Einstein Social Insights add-on Social Service Pro add-on. Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers. Omni-Channel Publisher Actions Macros Quick Text Chatter. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers. Approval Process that assigns an Article to a Reviewer Queue. Knowledge Action to Publish an Article once the Article is approved. Validation Rules for article record types to verify all fields during creation. Data Category to assign an article record type to a Reviewer.. The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answers. Customer community Knowledge base Service cloud console Automatic call distribution. Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram. What is the recommended license to meet the requirement? Service Cloud User feature license. Einstein Reply Recommendations Einstein Social Insights add-on Social Service Pro add-on. 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.. 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 all 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. As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces. Which KPI should help explain the disparity? Track not promoter scores as part of an automated survey after case closure for every cote. Benchmark the average cases per agent versus the team average across each case channel Track the average calls per day, average cases per agent, and average cases per case type. Measure difference in CSAT ol cases with and without articles attached. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers Approval Process that assigns an Article to a Reviewer Queue. Knowledge Action to Publish an Article once the Article is approved. Validation Rules for article record types to verify all fields during creation. Data Category to assign an article record type to a Reviewer. Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next. Which Knowledge dashboard should a consultant use? Most Revised Articles Most Linked Articles Top Articles sorted descending Search Activity Gaps. The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answers Service cloud console Knowledge base Automatic call distribution Customer community / Experience Cloud Site. A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers. CTI Adapter configuration Lightning Console enablement Call Center Definition File creation Service Console case creation configuration. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answers. Increased call deflection Increased call routing accuracy Reduced issue resolution time Reduced support channels Optimized use of resources. 1 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. A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers CTI Adapter configuration Lightning Console enablement Call Center Definition File creation Service Console case creation configuration. 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? Upload the files as Documents, then relate them to the migrated Articles. Use the Lightning Knowledge Migration Tool and choose 'include files'. Use the Files Related List on each article to add files to your articles. Post the Files to the Chatter Feed on each Article. 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? Implement Field Service Lightning. Integrate with an enterprise resource planning system. Develop and publish a knowledge management system Configure Visual Flows on Salesforce mobile. Universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend Contracts and SLASs Chatter Answers Contacts Cases. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have 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 are likely to be receptive to the offer? Validation Rules Einstein Next Best Action Service Analytics Predictions Einstein Reply Recommendations. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have 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 are likely to be receptive to the offer? Validation Rules Einstein Next Best Action Service Analytics Predictions Einstein Reply Recommendations. 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. 8 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? Service Cloud Portal Customer Community Login High Volume Customer Portal Partner Community Login. Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers. Install an adapter from AppExdiange to work with third-party CTI systems. Enable Live Agent in their community to chat with an agent. Assign the correct Salesforce users to the Call Center. Create a softphone layout and assign to user profiles. Assign the Salesforce CTI license to Salesforce users. Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement? Milestone Actions Time-based Workflow Rules Scheduled Reports Process Builder Scheduled Actions. 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? Choose 2 answers. Enable Omni-Channel Case assignment Configure a Visual Flow Troubleshooting Action Implement Lightning Guided Engagement Define separate Record Types for Tier 1 and Tier 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? Use a global quick action to capture details. Use an auto-launched flow to capture details. Use a new customer Path on Contact to capture details. Use Open CTI with Pop to flow to capture details. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers Approval Process that assigns an Article to a Reviewer Queue. Knowledge Action to Publish an Article once the Article is approved. Validation Rules for article record types to verify all fields during creation. Data Category to assign an article record type to a Reviewer.. Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes. What are two recommended service console features that work together to improve the process ? Choose 2 answers Quick Action Outbound Sales Dialer Macros History Utility.

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