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ERASED TEST, YOU MAY BE INTERESTED ON Service Cloud 3

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Title of test: Service Cloud 3 Description: Service Cloud 3 Author: Service Cloud 3 Other tests from this author Creation Date: 07/11/2024 Category: Others Number of questions: 60

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Universal Containers wants to implement a customer service community. The goal of the community is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements? Create a sharing rule to share the contact record with the community member. Change the org-wide default for cases and contacts internal access to private. Set up a sharing set to grant access based on the community member's contact record. Update the case assignment rule to add the community member to the predefined case team. universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend. Contracts and SLASs Chatter Answers Contacts Cases. The Vice President (VP) of Customer 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. 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. 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. A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management. What is the recommended method to decrease the time it takes to close cases? Create Synonym Groups. Create Article Translation. Enable Suggested Articles. Add Data Category Groups. Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions. What is the recommended feature to meet the requirement? Create a blocking rule. Enable Assistance Flag Configuration setting. Create sensitive data rules. Enable Sneak Peek Configuration setting. 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 wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement? Embedded Chat Service Web-to-CaM Experience Cloud site Case Assignment Rules. Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases. In a Private sharing model, only queue members can take ownership or cases in the Queue. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue. In a Private sharing model, only queue members and direct reports can view cases in a Queue. In a Public Read Only sharing model, al users can view cases in a Queue. Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next. Which Knowledge dashboard should a consultant use? Most Revised Articles Most Linked Articles Top Articles sorted descending Search Activity Gaps. Universal 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. 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. 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? Configure Process Builder Activate a Validation Rule Define Case Escalation Rules Create a Case Macro. DreamMouse 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. 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. 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 phone call 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 customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines. CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support. What is the recommended solution to meet the requirements? Knowledge One with Article Recommendations. Experience Cloud with self-support. Omni-Channel with Skills-Based Routing. Live Agent and Live Message. Universal Containers has 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. Which two features should a Consultant recommend? Choose 2 answers Facebook Messaging Escalation Rules Chat Case Auto-Response. 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 up 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. Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, 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. Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days. Which approach should a consulatant implement? Define case auto-response rules. Use Flow Builder to create a flow with a scheduled path. Establish case assignment rules. Configure case escalation rules. 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. 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. . Universal Containers wants Service Console users to be able to view and update product usage data that is stored 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 is considering a Knowledge-Centered Support (KCS) 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. What are three necessary steps to test that the Omm-Channel implementation is routing correctly? Choose 3 answers Change the owner to a queue associated with the routing configuration. Log in as a user who is enabled for Omni-Channel access. Enable Debug Omni Channel routing configuration in SttUp. Open the Omni-Channel Supervisor tab. Open the record you want to route. 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 wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center. Contact Requests. Omni channel. Mobile connect. Field service. A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers. Knowledge search query with no results. Knowledge articles with the lowest rating. Number of knowledge articles in each data category. Knowledge articles created by call center agents. Cloud Kicks 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 to capture 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. Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product. What is the recommended method to meet the requirement? Article Translation Data Category Groups Chatter Answers Data Category Visibility. As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces. Which KPI should help explain the disparity? Track not promoter scores as part of an automated survey after case closure for every cote. Benchmark the average cases per agent versus the team average across each case channel Track the average calls per day, average cases per agent, and average cases per case type. Measure difference in CSAT ol cases with and without articles attached. universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents. Which two features should a consultant integrate of the Service Console? Choose 2 answers Lightning Flow for service Interaction Log Lightning Process Builder Path for Cases. A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations? Create Knowledge Articles and publish internally and publicly. Configure IVR routing to bypass Tier 1 for the product line. Configure Omni-channel to assign cases directly to Tier 2. Create a dashboard to track and manage call volumes by type. Universal Containers 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 recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem? Configure Case Assignment Rules to use Queues. Configure Omni-Channel Routing Model as Most Available. Configure Case Assignment Rules to use Users. Configure Omni-Channel Routing Model as Least Active. Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce. What is the recommended license for the specialists? Knowledge Only User Satesforce WDC Only User Salesforce Platform. Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information. How should the consultant recommend the report be created? Build a Summary report on Products and Activities. Set up a reporting snapshot of the case, contact and activity objects. Create a Custom Report type with activities as the primary object. Customize the My Teams Calls this week standard report. 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. 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. Which three are characteristics of Visual Workflow? Choose 3 answers. Apex code must be used to update fields in the database. Elements can be used to pass data to legacy systems. Apex code must be used to pass data to legacy systems. Only one version of a flow can be activated at a time. Elements can be used to update fields in the database. 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. 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 ReadWrite. Add Authors to the FaQ Data Category. Grant Authors access to the FaQ record type. Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians. When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site. What is the recommended solution? Visual Remote Assistant Field Service Workforce Engagement Incident Management. 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. Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth. Which methodoogy should a consultant recommend? Extremen Programming Lean Development Scrum Kanban. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console? Omni-Channel Utility Component Cases report sorted by Rep and Case Owner Cases report sorted by Rep and Case CreatedDate Omni-Channel Supervisor tab. 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. If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement? Enable Omni-Channel Case assignment Define separate Record Types for Tier 1 and Tier 2 Implement Lightning Guided Engagement Configure a Visual Flow Troubleshooting Action. 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. What are three considerations when adding a report chart to a Console Component? Choose 3 answers. The report is shared with a Chatter Group. The report contains a chart. The report has a standard Report Type. The report is a Summary or Matrix report. The report chart is added to the Page Layout. 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. 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 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. 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 the contact center manager present to executive management? Choose 2 answers. Average call handle time by team. Number of cases created using Communities. Number of IVR inquiries without agent involvement. Number of cases closed by a self-service user. 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. 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. 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 Chat in an Experience Cloud site. Create a self-service Help Center. Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers On a utility bar of the Lightning App On a record Highlights Panel On a record Activity Feed list On the Calendar right hand panel.

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