Serv Cloud Part 2

Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used. How can a consultant address this concern'. Improve Validation Rule messages. Use Einstein Next Best Action. Configure Path for Cases. Implement record types and pege layouts.

CloudKicks (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.

The Universal Containers 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?. Limit Customers to 5 Cases per day. Provide a self-help Customer Community. Add more support phone lines. Ask sales reps to respond to support Cases.

Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue. What is the recommended feature to meet the requirements?. Self Service Knowledge. Workforce Engagement. Incident Management. Video Support.

UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?. Change set. Manually re create the Permission sets. Create an Unmanaged package. Publish a Managed package.

A manager has noticedan increase in average case age. This is negatively impacting customer satisfaction The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?. Create 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.

A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company. What is the recommended solution to meet the requirements?. Field Service with Integrated Payments. Experience Cloud with Customer Account Portal template. Einstein Bots with Credit Card Payments. Service Cloud Voice with Tele-pay.

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 helpdecrease customer wait times? Choose 2 answers: 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. Create reports to analyze call data in order to understand peak times and ensure adequate staffing. Create case escalation rules to route high priority cases directly to supervisors for resolution.

Ursa Major Solar provides onsite support for customers' solar panels. Dispatchedtechnicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to completerepairs. Which feature should a Service Cloud consultant recommend?. Field Service Inventory. Work Oder Assignment. Operating Hours and Shifts. Service Appointment Bundling.

Cloud Kicks uses the Service Console, Service agents frequently 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 consultant recommend to improve the user experience?. Macro to open related cases. Customized case hovers. Quick Actions added to the case page. Actions and Recommendations component.

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?. Keep all open in tabs. Use a second Console session. Define a custom List View. Add History to the Utility bar.

Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?. Auto launch flow. Salesforce Console for Service. Visualforce custom page. Process Builder.

Universal Containers (UC) wants to automate the process of casecreation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. Which solution should a consultant recommend?. Web-to-Case. Outlook Integration. Email-to-Case. On-Demand Email-to-Case.

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. Social Customer Service. Service Console. Messaging. Chat.

The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should thecontact center manager present to executive management? Choose 2 answers. Average call handle time by team. Number of cases created - - Site by month. Number of IVR inquiries without agent involvement. Number of cases closed by a self-service user.

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 phonecall 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.

Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact within the 24 hours. CK plans to use Milestones. What is the recommended Milestone Recurrence Type to meet the requirements?. No Resource. Sequential. Independent. Auto-Add.

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality toinclude the ability to log the case thread and store attachments to the case record. Which channel should a consultant recommend to meet these requirements?. Email-to-case. Social Customer Service. Chat. Web-to-case.

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology. Which two benefits can be expected from KCS adoption? Choose 2 answers. A knowledge article life cycle that is implemented correctly the first time and does not need to change. A knowledge article life cycle that evolves based on usage and demand. Reduced issue resolution time. Reduced first contact resolution.

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.

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 article type. Set article Org Wide Default to Public Read Write. Add Authors to the FaQ Data Category. Grant Authors access to the FaQ record type.

VP of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers. What should a consultant configure to satisfy this request ?. Create a macro to send an email with the article to customer. create an auto response rule to send the article to the customer. create a workflow email alert to send the article to the customer. create a lightning email template to send article to customer.

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?. Web-to-Case. Email-to-Case. Salesforce for Outlook. On-Demand Email-to-Case.

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the Which configuration option should be verified?. Verify that users have access to the Chat public group. Verify that users are assigned the Chat user profile. Verify that users have access to the Chat buttons. Verify that users are assigned the Chat feature license.

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements?. Allow Comments on Knowledge articles. Implement Case Assignment Rules. Enable Chain an Experience Cloud site. Create a self-service Help Center.

Which search mechanism should be used to find case comments from within the lightning service console?. Search utility component. Comment search component. Comments list view. Global search.

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Textfields. Which three best practices should a consultant recommend? Choose 3 answers. Import the records and create a workflow rule to change the data type. Standardize all rows to match Salesforce data types. Import the records and use Duplicate Management. Deduplicate the data before importing into Salesforce,. Install the Data Quality Analysis Dashboards from the AppExchange.

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?. Push Notifications. Case Feed. Omni-channel Supervisor. Next Best Actions.

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 hierare that is 10 levels deep What should a consultant recommend?. Organize up to 200 categories in each category group. Consolidate into 3 or fewer category groups. Reorganize Into a hierarchy with 6 or fewer levels. Assign up to 10 data categories per category group to each article.

Milestones can be added to which three object types Choose 3 Answers. Work order. Case. Service. Entitlement. Account.

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. How should a consultant configure this requirement?. Add the Knowledge related list to the Case record page. Add the Knowledge tab to the Service Console. Add Knowledge Data Categories to each Case. Add the Knowledge Component to the Case record page.

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles,CK wants to see that a prior article version was associated with the closed cases. What is the recommended method to meet the requirements?. Select Flag as new version' checkbox when publishing. Use Smart Link to Article to select the prior version. Enable Knowledge User for Service Agents. Use the Clone option to create a new article.

Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post. What should a consultant recommend?. Change the Run Apex As User to a service agent profile. In Inbound Setting, set Enable Case Reopen to 3 days. Establish Duplicate Rules to find similar cases. Configure a Macro to close the duplicate case.

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 in any article field types. 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. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. Prepare a single .cv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? Choose 2 answers. Article Record Types must be created before the import. Each Article RecordType must be in a separate CSV. Article Record Types will be created as part of the import. Multiple Article Record Types can be imported in the same CSV.

Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?. Create a salesforce console for service and enable the knowledge sidebar on the case page layout. Enable the knowledge sidebar setting in the case support settings. Create a visualforce page called knowledge sidebar on the case page layout. Enable the knowledge sidebar related list on the case page layout.

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day. Whichtwo features should a Consultant recommend? Choose 2 answers. Facebook Messaging. Escalation Rules. Chat. Case Auto-Response.

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?. Entitlement processes, milestones, milestone actions, and entitlements. Entitlement processes, contracts, contract line Items, and entitlements. Entitlement processes, contract line items, milestones, and entitlements. Entitlement processes, contracts, milestones, and milestone actions.

universal containers receives partner data in excel format. the excel data is all text ,but needs to be imported into existing Salesforce date number and text fileds. Which 3 best practices should a consultant recommend?. Import the records and use duplicate management. Deduplicate the data before importing into SF. Install data quality analysis dashboards from the appexchange. Standardize all rows to match salesforce data types. Import records and cretae a a worflow rule to change the data type.

What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?. Create a page layout for each record type; assign layouts to service agents. Create a data category for each product; assign data categories to service agents. Create a permission set for each record type; assign permissions to service agents. Create an article action for each record type; assign record types to service agents.

Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure to everyone is aligned. In addition, the team limits the amount of WOrK in a given state on capacity Which methodology should a consultant recommend?. Extreme Programming. Lean Development. Scrum. Kanban.

what approach should a consultant use to ensure that knowledge search only display articles for a service agents product specialization?. Create an article action for each record type; assign record types to service agents. Create a page layout for each record type ;assign layouts to serve agents. Create a permission set for each record type ;assign permissions to service agents. create a data category for each product assign data categories to service agents.

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month Which reporting solution should the Consultant recommend?. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs Which two features need to be configured as part of the implementation? Choose 2 answers. Workflow Actions. Milestones. Assignment Rule. Escalation Rule.

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality. What is the recommended method to meet the requirements?. Smart Links. Apex Trigger. Approval Process. Article Translation.

After migration from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create 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 FAQ article type. Set Article Or Wide to Public Read Write. Add Authors to the FAQ data category. Grant authors access to the FAQ records type.

Cloud Kids (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting. Which consideration should the administrator be aware of when making this change?. Data Category Visibility of All Categories provides Public Read/Write access. Data Categories no longer control access to articles. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access. Data Category Visibility of AM Categories provides Public Read Only access.

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.

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?. 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. Create a sharing rule for each division to provide access based on criteria of the article. Create a single data category group for each division and provide access using the role hierarchy.

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. 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. Ensure all users refrain from logging into production for an entire day prior to deployment. Migrate a test deployment to a staging environment for a smoother real-life experience.

universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged. Omni channel. Appexchange solution. Custom lightning component. Social Conversation component.

Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. What solution should the consultant recommend to meet this request?. Create a Customer Experience Cloud site. Implement Recommended Articles. Configure Web-to-Case. Deploy a PartnerCentral Community.

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 provideresponses that only the agent can view. What is the recommended solution to meet the requirements?. Screen Flow. Einstein Case Routing. Case Escalation Rules. Omni-Channel Supervisor.

Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders. CK would like an efficient method to manage the setup. What is the recommended configuration to meet the requirements?. Set up separate Entitlement Process for Case and Work Order. Assign the Work Order to the same Case as the Entitlement Process. Create or Apex Trigger to assign the Entitlement Process to Work Order. Work Orders created from Case automaticall inherit the Entitlement Process.

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier and know how far Tier had progressed in troubleshooting?. Service Console Macros. Lightning Guided Engagement. Path for Cases. Lightning Flow Component.

Field engineers often need to access current inventory levels of products the customer has purchased while at Which solution should a Consultant recommend to meet this requirement?. Implement Field Service Lightning. Integrate with an enterprise resource planning system. Develop and publish knowledge management system. Configure Visual Flows on Salesforce mobile.

Cloud Kicks has implemented a review process for all new knowledge articles. Eacharticle must be reviewed and approved by a subject matter expert before becoming available to users. Which step is necessary to make articles visible in all the selected channels?. The Approval Process will automatically Publish. Approve articles from the Knowledge approval page to Publish. Agents must click Publish after the Approval Process. Set the final approval action to "Lock the record for editing".

UniversalContainers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend toaddress the lack of quality checking? Choose 2 answers. Restrict the Manage Articles user permission. Set up an intuitive Data Category hierarchy. Enable and configure wildcards for article searches. Require that an article be added when closing a case.

Cloud Kicks (CK) has a service performance aasnboard to manage its entire support organization. Now, СК would like to understand performance from different perspectives, such as by product Hine or case close date quarter. What is the recommended solution to meet the requirements'. Configure e dashboard refresh schedule. Ensure View All Data is not assigned to users. Use a Dynamic Dashboard based on running user. Add multiple Dashboard Filters.

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. Set the Contact Do not Call field value to true. Configure Dialer to use Voicemail Crop by default. Use Dynamic Forms to conditionally hide the one-click field.

Universal containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object. Which three aspect should the consultant consider to meet the requirements? Choose 3 answers. Workorder and customer contact escalation requirements. Visibility and access to the work order records. Total number of account and contact records in the database. Account team relationship to the primary contact. Case closure rules on the original case.

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.

Universal Containers has defined a set of steps that each Case must go through, from submission to closure Inaddition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements?. Configure Case Escalation Rules. Define Entitlement and Milestones. Use Process Builder with Scheduled Actions. Enable Omni-Channel Routing.

UrsaMajor Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical's arrival time. What is the recommended feature to improve the customer experience?. Omni-Channel Routing. Incident Management. Video Support. Appointment Assitant.

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.

UniversalContainers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?. Contact Salesforce to send a report on article efficacy. Send out a monthly survey to customers requesting feedback. Install Knowledge Base Dashboards and Reports AppExchange package. Create a group of super users that will evaluate and manage articles.

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.