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Title of test: Service Cloud 1 Description: Service Cloud Author: Autor Other tests from this author Creation Date: 07/11/2024 Category: Art Number of questions: 60

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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. 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 5panish. In CK's industry, the time to contact 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. 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 Kidcs (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 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 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. 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. 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 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. Cloud Kicks uses the Service Console, Service agents freguently 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 consulatant recommend to improve the user experince? Macro to open related cases Customized case hovers Quick Actions added to the case page Actions and Recommendations component. 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. 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. A manager has noticed an 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 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. . 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 CT1. 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 Text fields. 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. 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. Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents. What should a consulant recommend to meet the requiements? Use translation Workbech 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. 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. DynamicDahsbaord by Call Center Reporting Snapshots by call center Report Subscriptions by call center Case report grouped by call center. 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 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 AppExdiange 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. 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. Universal Containers has been 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. Universal Containers 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. 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 Service Cloud Voice with Tele-pay Einstein Bots with Credit Card Payments. 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 Record Type 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 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. 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. Milestones can be added to which three object types? Choose 3 Answers: Work order Case Service Entitlement Account. 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 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 to recently opened subtabs with other users to swarm on cases. What should a consultant recommend to meet the requirements? Recent Items set to Account object. Hitory Utility in the Utility bar. Actions & Recommendations component. Screen flow launched from a global action. Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution. What is the recommendeo report change to meet the requirements? Filter on Closed When Created equals true Filter on Status equals Ctosea Resolved Filter where Dete/Time Opened equals Created Date Filter where Closed Date equals Created Date. A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l 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 Cloud features that work togethe' to improve the process? Choose 2 answers. Quick Text Macros Global Quick Action Email Temp ates. Cloud Kicks has implemented a review process for all new knowledge articles. Each article 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". 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. 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 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 Rote? Read Only Visible in Portal Private Read/Write. 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. 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 delete one 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. 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 resource planning system. Develop and publish a knowledge management system Configure Visual Flows on Salesforce mobile. 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 Partner Central Community. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. 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 VP of Worldwide Support design a global template to provide a clear vision and standardization. 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 (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. 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. 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. 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 hierarc 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. 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. What approach should a consultant use to ensure that knowledge search only display articles for a servcie 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 servce agents. Create a permission set for each record type ;assignpermisisons to service agents. Create a data category for each product assign data categories to service agents. 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. Manuallyre create the Permission sets. Create an Unmanaged package. Publish a Managed package. Universal Containers 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 to address 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. 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 (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. 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: 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. Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement? Web-to-Case. Emebedded Chat Service. Customer Community. Case Assignment Rules. 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. 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. Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter. What is the recommended solution to meet the requirements? Configure e deshboerd refresh schedule. Ensure View All Data is not assigned to users. Use a Dynamic Dashboard based on running user. Add multiple Dashboard Filters. 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. 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 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-Domand Emali-to-Case. Apex Email Service. Web-to-Case forms. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when 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. 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 a consultant address before configuring 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.

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