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ERASED TEST, YOU MAY BE INTERESTED ONSF SC

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Title of test:
SF SC

Description:
questions

Author:
Captyn
(Other tests from this author)

Creation Date:
12/03/2024

Category:
Others

Number of questions: 29
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Content:
SQS Global Services wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases a day, as well as sllowing attachement documents under 25 MB by the customer. Which method should the consultant suggest ? Standard Email-to-Case Apex Email Service Web-to-Case forms On-Demand Email-to-case.
A company has these requirements for dealing with Cases: - handled efficiently and by the right agents - Distributing the load so that agents do NOT have to manually select the next Case to work. Which two Omni-Channel features will assist in this routing and distribution? Choose 2 The route to agents with the least amount of active assigned work The route to agents with the most capacity to take on new work The route to agents with the most cases closed for that topic The route to agents staffing the assigned overflow queues.
A company is planning for migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate to? Last modified date and number of recent article views. Last modified date and frequent search terms Original creation date and an average rating of articles Original creation date ans the total number of article views.
A company provides customer support for new products and for routine maintenance of existing products These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be acptured. Which two features would meet this requirement? Record types Support Processes Approval Processes Support Types.
A company receives support requests through a variety of email addresses and web forms for different parts of the business. Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives? Case Assignment Rules, Queues, Public Groups, Omni-Channel Case Assignment Rules, Queues, Chatter Groups, Live Agent Escalation Rules, Queues, Chatter Groups, Omni-Channel Escalation Rules, Queues, Public Groups, Live Agent.
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are the two key considerations for this integration? Choose 2 CTI Adapter configuration Call Center Definition File creation Lightning Console enablement Service Console case creation configuration.
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and speedy project completion. The company has requested frequent project updates for check-ins and refinement. Which methodology should the Consultant recommend to meet the given requirements? Agile Kanban Lightning Platform Waterfall.
Which two capabilities of Lightning Knowledge ensure accurate content in articles? Choose 2 answers Approval Process that assigns an Article to a Reviewer Queue. Validation Rules for article record types to verify all fields during creation. Knowledge-Action to Publish an Article once the Artcle is approved Service Level Agreement Data Category to assign an article record type to a Reviewer.
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 access the success of the workforce management system? Choose 2 Agent utilization Schedule adherence Quality manitoring score A number of calls offered.
A customer is planning a Service Cloud implementation. The customer's current database has the following number of records: - 50 million cases - 1 million accounts - 8 million contacts Which two implications should be considered when planning to migrate this data into Salesforce? Choose 2 Salesforce reporting speed can be affected Results can be slow when searching for records Related lists on the case object may NOT populate The salesforce org can be slow during data migration.
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a cusultant recommend to prevent this scenario from happening in the future? Add the entitlement-related list to account page layouts Add the entitlement lookup field to case page layouts Add validation Rule that ensures each Case has an entitlement Add validation Rule that ensures each Account has an entitlement.
A manager has noticed an increase in the average case age. This is negatively impacting customer satisfaction. Yhe manager wants to compare the amount of time cases have spent within each status during their lifecycle. Which reporting solution should be recommended? Create a report using the Case lifecycle report type Create a report using the Case Age report type Create a report using the Case Historical Trending report type Create a report using the Case Snapshot report type.
Dreamscape Flowers (DF) agents need to be more productive when working cases. Agents want to send emails 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 Add a formula block to the macro Create a formula to build the macro logic around Add conditional logic to the instructions Create a bulk macro Add multiple ELSE IF blocks after the IF block.
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 The Chat Transcript and Case are transferred The Customer is shown the new Representative's Name Both Service Reps can chat with the Customer The Customer does not know they were transferred.
An Inside Slaes Contact Center Manager would like to assess the ROI of the Contact Center. Which threee metrics should the Manager use to assess the ROI? Choose 3 A number of leads created Opportunities per channel Cost per call A number of sales queues Average queue time per agent.
Contact Center management must be motified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement? Time-based Workflow Rules Process Builder Scheduled Actions Scheduled Reports Milestones Actions.
Business users have requested that the Salesforce Administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on. How should this be accomplished? Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console. Build a Custom Visual force page with the list view and assign it to the console sidebar. Recommend opening the case list view in a separate browser tab and use the window alongside the case view. Configure the Case list under custom console components so users can view the list view along with the case view.
Customer support agents want the ability to view customer-related information along with case information on all cases except product-related cases. For product-related cases, the agents want to view product information alongside case information. How should the console be configured to satisfy this requirement? Create separate record type and page layouts for product-related and other cases and configure console components to show customer- or product-related information. Assign record type based on case type. Configure two consoles for agents: one for product-related cases and one for other cases. Allow agents to choose the console based on the case type. Train users to scroll through the case page layout to look for product-related information or customer-related information based on case type. Configure both customer information and product-related information under-console components in the case page layout. Hide the product-related information if the cases are NOT product-related.
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 ressource planning system Develop and publish a knowledge management system Configure Visual Flows on Salesforce mobile.
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console? Omni-Channel Supervisor tab Omni-Channel Utility Component Cases report sorted by Rep and Case Owner Cases report sorted by Rep and Case Created Date.
SQS Global Services wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation? Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly Deliver the entire project simultaneously so as to present UC with a completed solution Schedule a meeting with the UC executives at the start of the project to generate all the requirements Set a cutoff date of 1.5 months before user acceptance testing for any change requests.
A Service Manager has recently implemented Salesforce knowledge. Which three metrics should the Manager use to measure the success of the implementations? Choose 3 The number of published article views The number of articles associated with cases The number of successful keyword searches The number of Chatter files attached to cases The number of content packs attached to cases.
When Service Reps view a case, they often need to see the case history of other cases for that same account. How should a Consultant configure the Lightning Service Console to support this requirement? Account tab with Cases related list Account tabs and Cases tab Case tabs with Account subtabs Account tabs with Case Subtabs.
If a case connot be resolved after Tier 1 has performed its 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? Implement Lightning Guided Engagement Enable Omni-Channel Case assignment Define separate Record Types for Tier 1 and Tier 2 Configure a Visual Flow Troubleshooting Action.
In order to satisfy the internal Enterprise Security requirements, SQS Global Services would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit. What should a Consultant recommend to support this exercise? Use a Full copy sandbox for the DR exercise Use a Developer Pro sandbox for the DR exercise Use a Partial sandbox for the DR exercise Allow the exercise to be done in a Production instance.
Milestones can be added to which three Object types? Choose 3 Case Work Order Entitlement Account Service.
One business unit at SQS Global Services has been using Service Cloud for several years. While migrating anoher business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption to existing records. The most recent data backup available is more than 90 days old. Which option should tne Consultant recommend? Manually update the corrupt data to correct it Use Data Loader to delete the corrupt data Log a Data Recovery case with Salesforce Support Restore the data using the available backup.
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users? Enable Keyboard shortcuts Define criteria-based record page components Configure Macros Create multiple Console layouts.
Support agents need to verufy tat customers are eligible to receive customer support before they can update. Which two objects are used to verify that a customer is entitled to receive support? Choose 2 Contacts Service contracts Products Case histry.
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