Serv Cloud Part 1

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 consultant address beforeconfiguring omni channel ?. Create SF cases to have omni channel enabled. 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.

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 experiences. 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.

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.

universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents Which two features should a consultant integrate of the Service Console? Choose 2 answers. Lightning Flow for service. Interaction Log. Lightning Process Builder. Path for Cases.

Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. Which two features should the consultant suggest? Choose 2 answers. Standard Email-to-case. On-Demand Email-to-Case. Apex Email Service. Web-to-Case forms.

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?. Create a macro to send an email with the article to the customer. Create a workflow email alert to send the article to the customer. Create an auto-response rule to send the article to the customer. Create a Lightning email template to send the article to the customer.

Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chatsessions. What is the recommended feature to meet the requirement?. Create a blocking rule. Enable Assistance Flag Configuration setting. Create sensitive data rules. Enable Sneak Peek Configuration setting.

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 deleteone of the cases. Which action should a Service Cloud consultant recommend?. Enable Case Merge. Create an auto-launched flow. Configuration a blocking duplicate rule. Set a validation rule.

Universal Containers has tested skills-based routing in a sandbox and is ready to deployto 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.

A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers. Both Service Reps can chat with the Customer. The Customer does not know they were transferred. The Chat Transcript and Case are transferred. The Customer is shown the new Representative's Name.

Which three are characteristics of Visual Workflow? Choose 3 answers. Apex code must be used to update fields in the database. Elements can be used to pass data to legacy systems. Apex code must be used to pass data to legacy systems. Only one version of a flow can be activated at a time. Elements can be used to update fields in the database.

Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or Spanish. In CK's industry, the time tocontact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual. What is the recommended feature to meet the requirements?. Lead Assignment Rules. Queue-Based Routing. Skills-Based Routing. Lightning Flow for Service.

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.

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. How can a consultant automate the use of suggested articles to accomplish this goal?. An email to case inquiry. On-demand email to case. While holding for a support agent. Web-to-case question.

Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product. What is the recommended method to meet the requirement?. Article Translation. Data Category Groups. Chatter Answers. Data Category Visibility.

Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days. Which approach should a consultant implement?. Define case auto-response rules. Use Flow Builder to create a flow with a scheduled path. Establish case assignment rules. Configure case escalation rules.

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 Lifecyle report type. 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.

Universal Containers wants to implement a customer service community. The goal of the community is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?. Create a sharing rule to share the contact record with the community member. Change the org-wide default for cases and contacts internal access to private. Set up a sharing set to grant access based on the community member's contact record. Update the case assignment rule to add the community member to the predefined case team.

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?. Assign a global team of experienced agents and leaders to create a common design template and report structure. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting. Recommend that the VPof Worldwide Support design a global template to provide a clear vision and standardization.

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.

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes toresolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management. What is the recommended method to decrease the time it takes to close cases?. Create Synonym Groups. Create Article Translation. Enable Suggested Articles. Add Data Category Groups.

Milestones can be added to which two Object types? Choose 2 answers. Account. Work Order. Last. Case.

What are three necessary steps to test that the Omni-Channel implementation is routing correctly? Choose 3 answers. Change the owner to a queue associated with the routing configuration,. Log in as a user who is enabled for Omni-Channel access. Enable Debug Omni Channel routing configuration in StUp. Open the Omni-Channel Supervisor tab. Open the record you want to route.

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. Which approach should be used for the data migration?. Prepare, Plan, Test, Execute, Validate. Plan, Prepare, Test, Execute, Validate. Prepare, Plan, Validate, Execute, Test. Plan, Prepare, Validate, Execute, Test.

Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce. What is the recommended license for the specialists?. Knowledge Only User. Salesforce. WDC Only User. Salesforce Platform.

What are three considerations when adding a report chart to a Console Component? Choose 3 answers. The report is shared with a Chatter Group. The report contains a chart. The report has a standard Report Type. The report is a Summary or Matrix report. The report chart is added to the Page Layout.

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?. Comment Search Component. Comments List View. Global Search. Search Utility Component.

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. Create reports to analyze call data in order to understand peak times and ensure adequate staffing. Create a case escalation rules to route high-priority cases directly to supervisors for resolution. Set up analytical snapshots to capture key case information and create historical trending reports. Set up a Salesforce Customer Community that will allow customers to create cases online.

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.

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?. Add the Knowledge Component to the Service Console. Add the Knowledge tab to the Console app. Create email templates with Knowledge Articles attached. Add the Suggested Article widget to the Case page layout.

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers. On a utility bar of the Lightning App. On a record Highlights Panel. On a record Activity Feed list. On the Calendar right hand panel.

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement? Choose 3 answers. customer satisfaction Survey. Customer Purchase History. Customer Support Requests. Net promoter Score. Service Level Agreement.

Cloud Kicks pride support to customers across the work and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consolidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents. What should a consultant recommend to meet the requirements?. Use translation Workbench to localize each Quick Text. Set the Organization- Wide default to Public Ready Only. Share the Folder with Quick text for each language. Share each Quick Text individually to Public Groups.

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'. Lookup Filter. Auto-Add Milestones. Cross-Object Formula. Approval Process.

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information. How should the consultant recommend the report be created?. Build a Summary report on Products and Activities. Set up a reporting snapshot of the case, contact and activity objects. Create a Custom Report type with activities as the primary object. Customize the My Teams Calls this week standard report.

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.

Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriateusers. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases. in a Private sharing model, only queue members can take ownership or cases in the Queue. In a Public Read Only sharing model, all users can take ownership of cases in the Queue. In a Private sharing model, only queue members and direct reports can view cases in a Queue. In a Public Read Only sharing model, al users can view cases in a Queue.

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 Bot.

Cloud Kicks is preparing to deploy Omni-Channel Resolution to dispatch work items to service agents. The Head of Service wants to know what should be done during high volume incidents where over 200,000 cases are opened. Use a Most available Routing Model which will assign to the agent that be available next. Set Work Item Size Percentage of Capacity to only consume part of an agent's availability. Configure an Overflow Assignee with a user or queue outside the routing configuration. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?. Omni-Channel Utility Component. Cases report sorted by Rep and Case Owner. Cases report sorted by Rep and Case Created Date. Omni-Channel Supervisor tab.

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.

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 toview 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 is launching a full line of new products and Service Cloud should support the following requirements: 1. Agents need to collaborate with other teams. 2. The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?. Use Process Builder for notifications and case teams to monitor cases. Use Process Builder for notifications and account teams to monitor cases. Use escalation rules for notifications and account teams to monitor cases. Use escalation rules for notifications and case teams to monitor cases.

Cloud Kicks (CK) provides customized support based on productline and plans to expand from voice-only support Support agents are certified on one or more specific product lines. CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agentswill be trained in one or two of the new support methods, in addition to voice support. What is the recommended solution to meet the requirements?. Knowledge One with Article Recommendations. Experience Cloud with self-support. Omni-Channel with Skills-Based Routing. Live Agent and Live Message.

Universal containers has determined that case list views are slow to load because of thelarge 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. Restrict visibility of the views. Reduce the number of fields displayed. Remove filter criteria from the views.

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 cane 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 wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?. Embedded Chat Service. Web-to-CaM. Experience Cloud site. Case Assignment Rules.

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?. Email-to-Case. web-to-Case. An AppExchange package. On-Demand Email-to-Case.

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.

What should a consultant recommend service agents use?. Einstein Next Best Action Strategy Guilder. History tab on the Actions & Recommendations component. Paused now interviews Lightning Component. Recommendation Strategy Metrics related list.

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 managersneed 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.

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.

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 the consultant recommend implementing to resolve this issue?. Contact Requests. Social Customer Service. Embedded Chat Window. Open CTI.

A recent work task entiys Va service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around I 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 Ctoud features that work togethe' to improve the process' Choose 2 answers. Quick Text. Macros. Global Quick Action. Email Templates.

Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates. Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access. What is the recommended running user to meet the requirements?. Let the dashboard viewers choose. The user creating the dashboard. The VP of service. The dashboard viewer.

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 recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem. Configure Case Assignment Rules to use Queues. Configure Omni-Channel Routing Model as Most Available. Configure Case Assignment Rules to use Users. Configure Omni-Channel Routing Model as Least Active.

universal containers is implementing a customer community using the customer service template. One of the requirements is for members to be able to find knowledge articles based on the product type. How should consultant satisfy this requirement. Define article types with sharing settings. Enable suggested articles in the community. Utilize topic tags for each product type. Set the visibility to the data categories.

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.

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering successful implementation?. set a cutoff date of 1.5 months before user acceptance testing for any change requests. 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.

Cloud Kicks usesthe Service Console and work items to route cases to available agents. Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?. Global Shared Macro. Omni-Channel Utility widget. Actions & Recommendations component. Personalised navigation menu.

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?. Create Knowledge Articles and publish internally and publicly. Configure IVR routing to bypass Tier 1 for the product line. Configure Omni-channel to assign cases directly to Tier 2. Create a dashboard to track and manage call volumes by type.

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.

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers. Knowledge search query with no results. Knowledge articles with the lowest rating. Number of knowledge articles in each data category. Knowledge articles created by call center agents.

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 Answer?. It captures the same information as First Call Resolution. It includes blocked and abandoned calls. It is the typical experience of a caller. It is skewed by calls that are quickly answered.

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?. Enable Omni-Channel Case assignment. Define separate Record Types for Tier 1 and Tier 2. Implement Lightning Guided Engagement. Configure a Visual Flow Troubleshooting Action.