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 Sales Contact Center Manager would like to assess the ROI of the Contact Center.
Which three 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.
Sunrays Limited (SL) wants to schedule technicians for repair services when an agent n unable to solve the customer's problem via the call center.
What functionnality should the consultant recommend to satisfy the SL's need? Field Service Contact Requests Omni Channel Mobile Connect.
The contact center at SQS Global Services offers support through phone, email, public website, and community. The contact center manager wants to demonstrate the success of recent self-service initiaves to executive management.
Which two reports should the contact center manager present to executive management? choose 2 A number of cases closed by self-service users. A number of cases created using Communities by month. Average call handle time by the team A number of knowledge articles created each month.
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivitu and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers? Configure Case Feed page layouts Create Salesforce Classic Quick Actions Add a Visual force page to the Case layout Configure the Case highlights panel.
The Contact Center at Windwards Institute (WI) wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 Knowledge Base Customer Community Automatic Call Distribution Service Cloud Console.
The contact center manager at Sunrays Limited (SL) is concerned that the first call resoluton rate for their team is too low and would likte to see improvement in this metric.
What should a consultant recommend to improve this metric? Skills-based routing Private branch exchange Workforce management Interactive voice response.
The lifecycle consists of five stages.
In which order does an article proceed through these stages? Create, approve, publish, consume, feedback Create, feedback, publish, approve, consume Create, publish, feedback, approve, consume Create, consume, feedback, approve, publish.
The Service Desk at SQS Global Services is considering implementing a Service Console and is considerig using Lightning Experience.
Which three features are available only in Classic? Choose 3 Dynamic list updates Multi-monitor support Keyboard Shortcuts Quick Text Case hover.
Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers Filter the views by case owner. Reduce the number of fields displayed. Restrict visibility of the views. Remove filter criteria from the views.
Sunrays Limited (SL) manages three teams. Each team provides support for a specific product. Agents have concerns about seeing search results for other products when searching the Knowledge Base.
The Service Manager originally provided the teams with full access to all articles.
Which solution will ensure each team sees only the relevant article type for its product? Create a data category for each product and assign them to each team based on their product specialization. Create an article action for each record type and assign them to each team based on their product specialization. Create a permission set for each record type and assign them to each team based on their product specialization Create a page layout for each article type and assign them to each team based on their product specialization.
Support Managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
What features should a consultant configure to meet this requirement? Omni-Channel Supervisor Case Feed Push Notifications Next Best Actions.
The support management team at Sunrays Limited (SL) 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 Set up a Salesforce Customer Community that will allow customers to create cases online Create reports to analyze call date in order to understand peak times and encsure adequate staffing 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.
The Support Manager at SQS Global Services has determined that there are five common case types that are always resolved during the first call.
Additionally, the Support Manager noticed that Support Agents are sending similar emails to the customer for each case.
Which three solutions can a Consultant implement to minimize the time it takes a Support Agent to create emails for these cases ? Choose 3 Enable the Support Setting for default email templates Implement Macros Implement Quick Text Enable the Support Process for default email templates Implement Email-to-Case.
The Support Manager at Sunrays Limited (SL) is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? choose 2 Use a data tool to update the owner field on closed cases. Create a case validation rule to ensure cases are owned by a user when closed. Create a case assignment rule to ensure cases are owned by a user when closed. Create a Process Builder and Flow to change the owner on closed cases.
SQS Global Services (SGS) has four internal divisions that use salesforce knowledge.
Compliance requirements mandate that each division should only have accounts to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement? choose 1 Create a single data category group for each division and provide access using ths role hierarchy. Create a sharing rule for each division to provide access based on the criteria of the article. Create separate data category groups for each division and assign the category to a division profile. Create a sharing rule for each division to provide access using the role hierarchy.
The Sunrays Limited (SL) Contact Ce,ter has Customer Support Agents who speak Spanish and wants all cases where Spanish is the prefered language to be handled by these agents in real-time.
Sunrays Limited (SL) allows customers to contact agents through phone and chat.
Which solution should be implemented to support this? Omni-Channel Case Auto-Response Rules Visual Workflow Case Assignment Rules.
The Finplanner Associates (FA) hired agents for an expansion of the contact center.
Getting agents up to speed and fully productive is a priority. FA implemented a standardized agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 A path for Cases Lightning Flow for Service Lightning Process Builder Interaction Log.
The Vice President (VP) of Customer Support for SQS Global Services has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing. "SQS Global Services has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement.
Which three should the consultant recommend to achieve the mission statement? Choose 3 Create a central "Contact Us" page that provides access to all available channels Optimize the customer community for mobile devices to have access to the same support as desktops Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day Replace the existing "Chat Now" button on the Customer Community with a toll-free phone number Enforce that customers must search the knowledge base before they can see the Contact Us page.
The VP of Service at Sunrays Limited (SL) is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend? Choose 2 Average Handle Time First Call Resolution Service Level Agreements Time to Answer.
The SQS Global Services Sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem? Provide a self-help customer community Limit customers to 5 cases per day Add more support phone lines Ask sales reps to respond to support cases.
Sunrays Limited (SL) created a new mobile app that enables customers to place orders and track fulfillment. SL wants to quickly embed customer service into the new mobie app.
Which two features should be added to meet this requirement? Choose 2 Field Service Lightning Service Cloud SOS Chatter Groups Salesforce Knowledgebase.
Windwards Institute (WI) is currently live with Sales Cloud and in the process of implementing Service Cloud. We want to create a sandbox to test its Service Cloud implementation with real Sales Cloud date.
Which three Sandbox types can be used to accomplish this? choose 3 Partial Copy Sandbox Full Sandbox Developer Pro Sandbox Test Sandbox Administrator Sandbox.
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to:
- Monitor Facebook fan page for new posts and comments from customers
- Link new posts and comments to new posts and comments from customers
- Respond to posts from the existing Salesforce Console for Service
- Create and link social personas to contacts
Whats should a consultant recommend to meet these requirements? Enable Social Customer Service Create a Lightning Platform app for Facebook monitoring Integrate Facebook into its existing Customer Community Enanble Salesforce social profile on contacts.
Bloomington Caregivers (BC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number.
The customer should be able to click the link and be redirected to the resolved case in BC's Community.
Which three features must be configured to accomplish this ? choose 3 Email Alert Email Template Workflow Rule Assigment Rule Email Relay.
SQS global Services agents often to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement? Enable the "history"component whitin the Salesforce Console for Service Embed a "Recent Items" Visual force component into the Salesforce Console for Service Enable the "Access Recent Items" user permission on the user profils Create a custome list view for cases, contracts, and orders and pin them to the sidebar.
Sunrays Limited (SL) is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investement.
A consultant recommends installing the Social Customer Service Start Pack.
Which two features should the consultant recommend as a part of deployment? choose 2" Select two Twitter and Facebook accounts Retrieve Social Studio Credentials Create and assign permission sets to give agents social accounts access Enable the Moderation feature to automatically create cases from posts.
Universal Containers' contact center has experienced an increased number of customer questions due to a growing product protfolio.
Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 Community Chatter Questions Web-to-Case Live Agent.
Windwards Institute (WI) contact center would like to measure and communicate case escalation rates to management.
Which solution should a consultant recommend to meet this requirement? Create a bucket field on a report to calculate the percentage of escalated cases Create a formula field on the case record to calculate the percentage of escalated cases Create a daily snapshot report of all cases and calculate the percentage of escalated cases Create a case report with a custom summary formula to calculate the percentage of escalated cases.
SQS Global Services requires a scheduling solution that will allow managers to coordinate Service engineers across multiple Territories.
What solution should a consultant recommend? Field Service Lightning Employee Community Lightning Console Salesforce Mobile App.
After migrating from knowledge to ligthning knowledge, authors are unable to create an FAQ article type, but can successfully create an install Notes Article type. Support Managers have confirmed that articles of type 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 Add authors to the FAQ Data Category Set Article Org Wide Defaults to Public Read/Write.
Which search mechanism should be used to find case comments from within the Lightning Service Console? Global Search Comments List View Search Utility Component Comment Search component.
Sunrays Limited (SL) has completed the development and testing of its service cloud imlementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality? Visual Studio Code and changesets Visual Studio Code, Data loader, Force.com IDE Data loader, Changesets, and force.com Excel Connector Mass Transfer Records, changesets, and Visual Studio Code.
Windwards Institute (WI) 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 trhee Salesforce productivity features should be used to accomplish this requirement? choose 3 Publisher Actions Macros Quick Text Chatter Omni-Channel.
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should be a consultant recommend implementing to resolve this issue? Embedded Chat Window Open CTI Contact Requests Social Customer Service.
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements? Use Salesforce Flow for notifications and case teams to monitor cases. Use escalation rules for notifications and case teams to monitor cases. Use escalation rules for notifications and account teams to monitor cases. Use Salesforce Flow for notifications and account teams to monitor cases.
|
