Serv cloud part 3

Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'. What is the recommended feature to improve productivity?. Quick Text. Service Console. Lightning Utility Bar. Macros.

A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?. The Customer is shown the new Rep's name. Both Service Reps can chat with the customer. The chat transcripts and case are transferred. The Customer doesn't know they were transferred.

Cloud Kicks wants to view cases resolved on the first cal. Pecs have been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show first call resolution. What is the recommended report change to meet the requirements?. Filter or Closed When Created equals true. Filter on Status equals Closed Resolved. Filter where Date/Time Opened equals Created Date. Filter where Closed Date equals Created Date.

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Which two steps should be completed to meet this request? Choose 2 answers. Enable Work Orders. Create an Entitlement Process. Set up Milestones. Configure Service Contracts.

UniversalContainers wants to let its customers interact real-time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement?. Web-to-Case. Embedded Chat Service. Customer Community. Case Assignment Rules.

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answers. Customer community. Knowledge base. Service cloud console. Automatic call distribution.

Universal Containers wants Service Console users to be able to view and update product usage data that isstored in an external system. Which two features should a consultant recommend to provide this functionality? Choose 2 answers. Salesforce Connect. Custom Objects. Middle-tier integration. External Objects.

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers. Omni-Channel. Page Layouts. Record Types. Support Processes. Article Types.

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. How should a Consultant accomplish this?. Standard Email-to-Case with assignment rules. Lightning Email with web routing prioritization. Omni-Channel with prioritized queues. Standard Web-to-Case with assignment rules.

Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles lifesycles by archieving deleting articles of a certain designation now fails. What are two reasons the integration is fading? Choose 2 answers. The Amde Type field is no longer accessible via SOQL or the API. Only Published articles are available in the API. URL formats for articles differ between Classic and Lightning Knowledge. Users must have Modify AM permission to delete archived articles. After the migration, an integration process that manages the articles' lifecycle by archiving and.

Agents at Universal Containers are required to update the case statusto Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. What should a consultant recommend to address this problem?. Configure Process Builder. Activate Validation Rule. Define Case Escalation Rules. Create a Case Macro.

Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links torecently opened subtabs with other users to swarm on cases. What should a consultant recommend to meet the requirements?. Recent Items set to Account object. History Utility in the Utility bar. Actions & Recommendations component. Screen flow launched from a global action.

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers. Approval Process that assigns an Article to a Reviewer Queue. Knowledge Action to Publish an Article once the Article is approved. Validation Rules for article record types to verify all fields during creation. Data Category to assign an article record type to a Reviewer.

Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. What is the recommended method to improve the support experience while providing expert-level support?. Omni-Channel Routing. Visual Remote Assistant. Workforce Engagement Self Scheduling. Field Service Scheduler.

Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval. What should a consultant recommend to automate the approval process?. Workflow. Assignment rule. A Process Builder. Validation rule.

Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case. What is the recommended level of Case Access for the Case Team Role?. Read Only. Visible in Portal. Private. Read/Write.

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers. CTI Adapter configuration. Lightning Console enablement. Call Center Definition File creation. Service Console case creation configuration.

A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfactionwhen calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?. Validation Rules. Einstein Next Best Action. Service Analytics Predictions. Einstein Reply Recommendations.

AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing. What should be implemented tonsure the repairs are completed in a timely manner by technicians with the appropriate skill set?. Service requests are assigned to a queue where the technician can accept it. Service requests are scheduled using Salesforce Field Service. Service requests are assigned to the technician using Omni-Channel. Service requests art assigned by the support reps to trie technician.

Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier I had progressed in troubleshooting?. Lightining Row Component. Lightning Guided Engagement. Service Console Macros. Path for Cases.

universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center. Omni channel. Contact Requests. field service. Mobile connect.

Universal Containers is considering a Knowledge-Centered Support (KS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answers. Increased call deflection. Increased call routing accuracy. Reduced issue resolution time. Reduced support channels. Optimized use of resources.

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?. Customize service channel settings to define how the organization receives work from various. Create a Salesforce Case to have Omni-Channel enabled. Create the necessary objects in Salesforce. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production. Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?. Change Sets. Mass Transfer Records. Data Import Wizard. Data Loader.

service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required. Define criteria-based record page components. Create multiple console layouts. Enable keyboard shortcuts. Configure Macros.

Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?. Dynamic Form. Apex Trigger. Quick Action. Scheduled flow.

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement?. Web-to-Case. Embedded Chat Service. Customer Community. Case Assignment Rules.

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers. Simplify the interactive voice response (IVR) tree. Set up Email-to-Case. Use Assignment rules and case queues. Add additional agents to lower average hold time.

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

Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size. Experience Cloud Create Case Form. Web-to-Case. Contact Request Flow. On-Demand Email-to-Case.

Universal Containers (UC) hired in anexpansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents. Which two features should a consultant integrate into the Service Console? Choose 2 answers. Lightning Process Builder. Interaction Log. Lightning Row for Service. Path for Cases.

Dream House Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission. How should the administrator configure Salesforce to meet the requirements?. Create a screen-based flow accessible from the Experience site and internaly. Add a custom Lightning component to the site and the Case Lightning record page. Post a web to case form on the site and assign the case to the specialist for completion. Use email to case for the client to submit the relevant information to the specialist.

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?. Configure Lightning Guided Engagement. Configure a Live Chat Validation Rule. Customize the Pre-chat form. Customize the Lightning Console chat page.

Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLAlevels using macros. What two solutions can a consultant suggest to meet the agent's requirements? Choose 2 answers. Add multiple ELSE IF blocks after the IF block. Add conditional logic to the instructions. Create a formula to build the macro logic around. Add a formula block to the macro.

Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack. Which two feature should the consultant recommend as part of the deployment?. Select two Twitter or Facebook accounts. Create and assign permission sets to give agents social account access. Retrieve Social Studio credentials. Enable the Moderation feature to automatically create cases from posts.

to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page. Add the knowledge related list to the case record page. Add the knowledge tab to the service console. Add knowledge component to case record page. Add knowledge data categories to each case.

Universal Containers hasbeen testing an updated Service Console in a sandbox and is ready to move it to Production. Which deployment solution should a consultant use?. Change Sets. Mass Transfer Records. Data Loader. Manual configuration.

what should a consultant recommend to ensure chat request contain enough information for customer service representatives to effectively respond?. Customize the lightning console chat page. Configure a chat validation rule. Customize the pre chat form. Configure Lightning Guided Engagement.

universal containers is implementing a customer community to provide self service options to its B2C customers. Which two features should a consultant recommend. Contracts and SLASs. Chatter Answers. Contacts. Cases.

Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes. What is the likely reason for the KPI change?. Self-service deflects easy cases, leaving more complex cases for agents. Customers are spending additional time searching for answers. Agents do not have access to the same Knowledge articles as customers. Customers must spend additional time registering for the portal.

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?. Prioritize the requirements based on who submitted them. Identify the requirements needed for initial GoLive. Provide a timeline that addresses all the requirements. Organize the requirements from largest to smallest.

the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend. Dynamic Dashboard by Call Center. Reporting Snapshots by call center. Report Subscriptions by call center. Case report grouped by call center.

The Support Manager at Universal Containers 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 answers. Create a case assignment rule to ensure cases are owned by a user when closed. Use a data tool to update the owner field on closed cases. Create a Process Builder and Flow to change the owner on closed cases. Create a case validation rule to ensure cases are owned by a user when closed.

Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?. Omni-Channel. Entitlements. Case Escalation. Case Milestones.

universal containers has regional contact centers around theworld. Support Managers have asked to see support metrics for their region by default. Which two strategies should a consultant recommend?. Dashboard folder sharing. Org wide default for cases set to private. Dynamic dashboards. Case Object permissions set to create and read.

The Vice President (VP) ofCustomer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers 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 answers. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number. Create a central "Contact Us" page which provides access to all available channels. Enforce that customers must search the knowledgebase before they can see the Contact Us page. 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.

Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution Which question should be asked to determine the preferred solution?. Do multiple versions of the entitlements need to be created and maintained?. IT support provided on a periodic basis and renewed annually?. Do Service Agents need to determine whether a customer is eligible for support?. Will customers access self service resources through Experience Cloud?.

Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. What should the consultant recommend to mitigation these concerns?. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once. Configure the new app in developer org and use an unmanaged package to deploy to production.

Universal Containers would like for article to be different channel for social interactions. What solution should a consultant recommend?. Set up communication channel layouts in the object manager to use Insert Article into Social post. Set un insert Article into social post and enable the customer community portal. Create a Chatter group and invite the customer to join with an external chatter user. Create a Visualforce page on the customer community portal.

The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues. What are two places the messages can be routed to? Choose 2 answers. Chatter Group. Web Chat. Einstein Bots. Call Center Agent.

When Service Reps view a Case, they often need to see the Case History of other Casesfor that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?. Account tabs and Cases tab. Case tabs with Account subtabs. Account tab with Cases related list. Account tabs with Case Subtabs.

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers. Install an adapter from AppExchange to work with third-party CTI systems. Enable Live Agent in their community to chat with an agent. Assign the correct Salesforce users to the Call Center. Create a softphone layout and assign to user profiles. Assign the Salesforce CTI license to Salesforce users.

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

Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record. A service center uses multiple channels to support customers. including phone. Email-to-Case. and Web-to-Case. Support agents frequently fail tocapture the necessary information, leading to an inconsistent customer experience. What is the recommended method to consistently capture new caller details?. Use a global quick action to capture details. Use an auto-launched flow to capture details. Use a new customer Path on Contact to capture details. Use Open CTI with Pop to flow to capture details.

Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact support managers are noticing that many agents are forgetting to perform this step. What should a consultant recommend to address this problem. Define case escalation rules. Configure flow Builder /Process Builder. Activate a validation rule. Create a Case Macro.

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers. Enable article customization for open cases. Enable agents to create their own personal articles. Enable suggested articles on new cases. Enable article submission during case close. Create an email template to send articles as PDF attachments.

Universal containers wants to be able to assign cases based on the same criteria they use for chat Which feature should a consultant recommend?. Chat Queue-based routing. Case Skills-based Assignment Rules. Omni-channel Queue-based routing. Omni-channel Skills-based routing.

Universal Container wants to let its customers interact real time with support agents from their computers and manne devices What feature should a consultant recommend to meet this requirement?. Web-to-Case. Embedded Chat Service. Customer Community. Case Assignment Rules.

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

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers. All open Cases by Priority. All open cases by Channel. All Cases closed Month-to-date. Case resolution time. All Cases by Customer.

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management. Choose 2 answers. Number of cases closed by self-service users. Average call handle time by team. Number of Knowledge articles created each month. Number of cases created using Communities by month.

Ursa Major Solar sells industrial equipment and provide support through voice channels as well mobile technicians When incident occur, high-priority customer have a dedicated phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-priority customer site. What is the recommended solution?. Visual Remote Assistant. Field Service. Workforce Engagement. Incident Management.

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages. Which Service Cloud feature should the Consultant recommend to address this requirement?. Salesforce Console. Entitlements and Milestones. Case Escalation. Case Assignment.

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?. Visual Studio Code and change sets. Mass Transfer Records, change sets, and Visual Studio Code. Visual Workflow, data loader, and Force.com IDE. Data loader, change sets, and Force.com Excel Connector.

Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live. Which approach should the consultant use for date migration?. Prepare, plan, Test, execute, validate. Plan, prepare, test, execute, validate. Plan, prepare, validate, execute, test. Prepare, plan, validate, execute, test.