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Title of test: Service Cloud 2 Description: Service Cloud Hasta pregunta 120 Author: Service Cloud Other tests from this author Creation Date: 07/11/2024 Category: Art Number of questions: 60

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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 a Case automaticallv inherit the Entitlement Process. Universal containers is implementing a customer community using the customer service template.One of the requiremnets 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 artciels in the community. Utilize topic tags for each product type. Set the visibility to the data categories. 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 SLA levels 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. 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 witin 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 to include 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. 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 1 had progressed in troubleshooting? Service Console Macros. Lightning Guided Engagement. Path for Cases. Lightning Flow Component. Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened. Use a Most Aavailable 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. 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. 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. 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' 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. 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. 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. Work order and customer contact escalation requiements. Visibility and accesst to the work order records. Total number of accound and contact records in the database. Accoun team relationship to the primary contact. Case closure rules on the original case. What should a consultant recommend service agents use? Einstein Next Best Action Strategy Builder. History tab on the Actions & Recommendations component. Paused now interviews Lightning Component. Recommendation Strategy Metrics related list. 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. 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 answer: The Amde Type field is no longer accessible via SOQi 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' lifecyde by archiving and. what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond? Customize the lightning console chat page. Configure a chat validation rule. Customize the pre chat form. ConfigureLightningGuided Engagement. 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. 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 provoded on a periodic basis and renewed annually? Do Service Agents need to determine whether a customer is eligible for support? Will customers access selft service resources through Experince Cloud?. 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. 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 to view 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. When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the 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. 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 provide responses 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. Universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default. Which two strategies should a consultant recommend? Dashboad folder sharing Org wide default for cases set to private Dynamic dashboards Case Object permissions set to create and read. 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. Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers. Filter the views by case owner. Restrict visibility of the views. Reduce the number of fields displayed. Remove filter criteria from the views. 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 (UC) hired in an expansion 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. Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians 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 complete repairs. Which feature should a Service Cloud consultant recommend? Field Service Inventory. Work Oder Assignment. Operating Hours and Shifts. Service Appointment Bundling. 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 Ru!e messages. Use Einstein Next Best Action. Configure Path for Cases. Implement record types and pege layouts. Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a 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. Milestones can be added to which three object types? Choose 3 Answers Account Work Order Case Service Entitlement. 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. 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. 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. 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. 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 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 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. 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. 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. VP of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request? Create a macro to send an email with the article to customer Create an auto response rule to send the article to teh customer Create a workflow email alert to send the artilce to the customer Create a lightning email template to sned artilce to customer. A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the console. 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. 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. 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. 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. Cloud Kicks uses the 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. 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. 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 l had progressed in troubleshooting? Lighining Row Component. Lightning Guided Engagement. Service Console Macros. Path for Cases. Universal Containers (UC) wants to automate the process of case creation. 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. 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. 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. Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to 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. 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. 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 .csv 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 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. 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 to ensure 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. 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 Anwer? It captures the same informaion as First Call Resolution. It includes blocked and abandoned calls. It is the typical experience of a caller. It is askewed by calls that are quickly answered. 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.

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