option

servicetestservice

INFO STADISTICS RECORDS
TAKE THE TEST
Title of test:
servicetestservice

Description:
take1take1

Author:
ccppqq
(Other tests from this author)

Creation Date:
22/02/2021

Category:
Others

Number of questions: 256
Share the Test:
Facebook
Twitter
Whatsapp
TAKE THE TEST
Last comments
No comments about this test.
Content:
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 Set up an intuitive Data Category hierarchy Enable and configure wildcards for article searches Require that an article be added when closing a case Restrict the Manage Articles user permission.
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? Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training. Configure the new app m developer org and use an unmanaged package to deploy to production. 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. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers. Cross-train agents on both product lines Enable agents to transfer calls to other agents Implement a customer self-service portal Prioritize customer calls based on their SLA.
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend? Case Skills-based Assignment Rules Omni-channel Queue-based routing Omni-channel Skills-based routing Live Agent Queue-based routing.
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2) Case teams Escalation rules Auto-response rules Workflow rules.
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 a single data category group for each division and provide access using the role hierarchy. 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 separate data category groups for each division and assign the category to a division profile.
The Service Manager at Universal Containers wants to improve the adoption ofpublic Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed? Provide the Service Manager with edit permissions to the standard Knowledge Article reports. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers Create an email alert notification for Case Teams. Create a case report that displays all created or updated cases. Create a case list view that is filtered by My Case Teams. Create a case queue for all created or updated cases.
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received. How would a Consultant address this requirement? Configure Omni-Channel with Least Active Routing Configure Case Assignment Rules Configure Omni-Channel with Most Available Routing Configure Live Agent Skills-based Routing.
An outsourced contact center is losingpart-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers: Provide additional training on tools and process Extend benefits to part-time agents Mix telephony interactions with email and chat Allow shift trading between agents.
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 Web-to-Case with assignment rules Lightning Email with web routing prioritization Omni-Channel with prioritized queues Standard Email-to-Case with assignment rules.
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this? Create an agent profile for each channel grouping. Create a unique case page layout for each channel grouping. Create an agent role for each channel grouping. Create a service cloud console to support all channel groupings.
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers Case closure rules on the original case RMA and FSR escalation requirements Relationship to the primary contact Average incoming case volume Visibility and access to the RMA and FSR records.
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution? A Web Service call-out that retrieves map details from the backend system A mashup integration on the Account page to a third-party mapping service A custom tab of type URL that displays a map image of customer location An outbound message to a middleware platform to provide map details.
What statement is true about the Salesforce Knowledge article lifecycle? Knowledge uses public groups as a way to assign users to specific tasks related to articles Articles CANNOT be published until they are reviewed and validated by a qualified author Approval process CANNOT allow publishing of articles that have specific validation statuses Article permission sets allow agents to participate in the article publishing process.
Universal Containers' support team requires its customers to submit their supportinquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below: * Support attachments up to 30 MB per inquiry * Over 10,000 inquiries per day What solution should a consultant recommend to meet these requirements? Emall-to-Case Web-to-Case Customer Chatter groups On-Demand Email-to-Case.
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers Developers can embed API calls and processes on web pages to automate call handling processes. Developers can integrate with any telephony platform available with little to no need for customization. Agents can use telephony on a wide range of browsers and operating systems while only developing once. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
Which of the following utilize the "Automated Case User" (Choose 3 answers): When a case is created via Web-To-Case this user islisted in the case history When a case is escalated this user is listed in the case history When an email notification is triggered via workflow this user is listed in the case history When a case is automatically assigned using assignment rules this user is listed in the case history When a case is created via Email-To-Case this user is assigned as the case owner.
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA? Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue. Use case auto-response rules to send an email to support managers within one hour of case creation.
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers. Enable Chatter for agent collaboration. Enable Knowledge in a Service Cloud portal. Create auto response templates for emails. Enable Ideas in a Service Cloud portal.
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers Number of Chatter files attached to cases. Number of successful keyword searches. Number of published article views. Number of articles associated to cases. Number of content packs attached to cases.
Universalcontainers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer) Number of approved articles Number of customer ratings Number of article votes Number of archived articles.
SLA says agent must respond within one hour, or if marked "urgent",resolve within one day. How can this best be achieved? Use escalation rules Use case teams to close Use entitlements to define a process and milestones NO LETTER D.
Auto Response rules work on which objects? Accounts and Cases Leads and accounts Accounts and Opportunity Leads and Cases.
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated. Which statement is true about migrating images into Salesforce Knowledge? Include images in an .html file using the image tag and src attribute Ensure that each image does NOT exceed the maximum of 25 MB Convert all images to .jpeg, as this is the only supported file type Upload the images into Salesforce prior to importing the articles.
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers. Ability to prompt callers for the service contract number within IVR menus Ability to specify unique service levels for each customer Ability to enforce service levels with the time-dependent processes Ability to determine if a customer has escalated a case in the past.
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers) If the OWD for sharing cases is Public Read/Write/Transfer They are higher in the Role Hierarchy than a Queue Member They have a Contact Manager Profile All of the above They are members of that Queue.
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers Install an adapter from AppExchange to work with third-party CTI systems Use Apex to create an adapter to work with third-party CTI systems Assign the Salesforce users to the Call Center. Create a SoftPhone layout and assign to user profiles Assign the Salesforce CTI license to Salesforce users.
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation? Create a custom trigger to generate history when cases get escalated between tiers. Create a case report to show the number of cases for each tier and sort them by case owner. Create a case report to show all cases across tiers filtered by an escalation flag. Create an approval process to ensure only the appropriate cases get escalated.
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls? Choose 2 answers On a new tab in the agent's browser On the footer of the Lightning Console On the left sidebar of Salesforce Classic On the Highlights Panel of a Primary tab.
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org? Upload the data into Salesforce and then run data cleansing tools. Cleanse the data outside of Satesfbrce and then migrate the data. Use the Salesforce import wizard to load and cleanse the data. Use the Salesforce data loader to load and cleanse the data.
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2) Useintegrated voice response Bypass entitlement verification Use suggested Knowledge articles Increase the Call-to-Order ratio.
The lifecycle of a Knowledge article consists of five stages. In which order does an article proceed through these stages? Create, approve, publish, consume, feedback Create, consume, feedback, approve, publish Create, feedback, publish, approve, consume Create, publish, feedback, approve, consume.
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution. What should be the first step in configuration andcustomization? Enable Live Agent for the organization Create an iframe to display the chat window Enable Chatter Messenger for the organization Create user profiles or permission sets.
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which measure can satisfy thisrequirement? Net Promoter Score Customer Engagement Score Service-Level Measure Customer Satisfaction.
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers Coach users on minimizing open console tabs. Ensure each laptop has a modern browser installed. Add additional components to the Lightning console. Allow the user to log into Live Agent from multiple browsers.
Which technology will allow a client to enableideas on a public website? There are two correct answers. Customer portalPartner portal Force.com Web Services API Force.com Sites Partner portal Self-service portal.
What method can NOT be leveraged to capture Cases in addition to via the Case tab? Customer Portal Self Service Portal Email to Case Chatter feeds.
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices? Telesales center Telemarketing center Human Resources (HR) help desk Information Technology (IT) help desk.
A company has these requirements for dealing with Cases: - Handled efficiently and by the right agents - Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers Route to agents with the most capacity to take on new work. Route to agents with the most cases closed for that topic. Route to agents with the least amount of active assigned work. Routeto agents staffing the assigned overflow queues.
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2 Offer supports through Facebook and twitter. Enable templates for written responses. Streamline the agent interface. Implement team productivity dashboards.
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly. Which two features should a Consultant recommend? Choose 2 answers Activate quick test Configure LiveMessage Deploy Pre-Chat form Create quickactions.
Universal Containers istraining a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurateand to be able to assist when needed. What Lightning Console feature should a Consultant configure to support this need? Configure Omni-Channel Supervisor tab and 3rd party access. Add theLive Agent Component to the Utility bar. Configure the SOS snap-in for the Lightning Service Console. Configure Live Agent Supervisor tab and Whisper Messages.
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center? Automatic call distributor and interactive voice response Agent skill-based routing and predictive dialer Average handling time and first call resolution time Workforce management and customer satisfaction score.
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers Dynamic list updates Multi -monitor support Quick Text Case hover Keyboard Shortcuts.
What is a benefit of a quality monitoring system? Choose 2 answers Lower the average speed of answer (ASA) Teach new agents how to handle difficult situations Enforce a consistent standard of service for customer interaction Capture inappropriate word usage and generate reports.
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider whendesigning the contact center? Choose 2 answers. Number of closed cases Number of outbound calls per day Number of lead referrals Number of attempts to contact.
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2) It is an intermediary between a telephony system and a Salesforce CRM call center user It utilizes the SoftPhone capability from within the Salesforce application It is a server based software program that controls the behavior of a Salesforce SoftPhone It allows voicemails to be captured and stored as attachments on cases.
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend? Activate Knowledge One within the Salesforce Console for Service. Create a Knowledge Visualforce component on the case detail page. Create a Knowledge Visualforce component within the Salesforce Console for Service. Activate Knowledge One on the case detail page.
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 Page Layouts Omni-Channel Support Processes Record Types Article Types.
Which metric influences customer satisfaction? Choose 2 answers Cost per call After call work Call quality Firstcall resolution.
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform andrequires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement. Which methodology should the Consultant recommend given the requirements? Force.com IDE Waterfall Agile Kanban.
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? Use the lightning knowledge migration tool and choose "include files". Upload the files as documents, then relate them to the migrated articles. Use the files related list on each article to add files to your articles. Post the files to the chatter feed on each article.
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? Open CT1 Embedded Chat Window Social Customer Service Contact Requests.
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 Automatic call distribution Customer community Knowledge base Service cloud console.
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field? A workforce management system A knowledge management system An enterprise resource planning system A third -party mobile application platform.
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers The specific Quick Action must be added to the CaseFeed. The specific Quick Action must be added to the Case record page. Quick Actions must be enabled in the org. Global Actions need to be on the publisher layout.
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3) To provide information planning planned maintenance To provide online security threat information To provide best practices for continuity plans To provide live support for system and data backup To provide live and historical data on system performance.
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement? Create a daily snapshot report of all cases and calculate percentage of escalated cases Create a case report with a custom summary formula to calculate the percentage of escalated cases Create a formula field on the case record to calculate percentage of escalated cases Create a bucket field on a report to calculate the percentage of escalated cases.
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter? Use hashtag (#) to track the customer case and SMEs comments Follow the SMEs to receive automatic updates when they add case comments @mention the SMEs on the case Chatter feed and follow the case Bookmark all the comments related to the issue from SMEs.
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 recordActivity Feed list On the Calendar right hand panel On a utility bar of the Lightning App On a record Highlights Panel.
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue? Assign a user to manually manage incoming email Insert a reference Thread ID in the email subject template Convert to an On-Demand Email-to-Case setup Use Omni-Channel to automatically route inbound email.
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. Knowledge articles created by call center agents. Number of knowledge articles in each data category.
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend? Manually update the corrupt data to correct it. Restore the data using the available backup. Log a Data Recovery case with Salesforce Support. Use Data Loader to delete the corrupt data.
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers Create at least two different article types. Grant managers the Manage Data Categories permission. Create at least two different approval processes. Create at least two different data categories. Grant managers the Manage Salesforce Knowledge permission.
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to relatedobjects in a single view while working on a case. How should the requirement be met? Create a custom view on the Case tab Create a custom Visualforce page Create a custom report Create a custom related list on the case.
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? Mass Transfer Records, change sets, and Visual Studio Code Data loader, change sets, and Force.com Excel Connector Visual Studio Code and change sets Visual Workflow, data loader, and Force.com IDE.
Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze? Choose 2 answers Escalated cases by account month-to-date Time spent by account year-to-date New cases opened by account channel High priority cases opened by account month-to-date.
A contact center manager is looking for ways to overall cost per case. What Salesforce metrics should the contact center manager evaluate? (Choose 2) Average customer satisfaction score by case Total number of cases by origin Average number of activities per case Average number ofarticles attached to a case.
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement? Define Case Auto-Response Rules. Create a Process Builder with Scheduled Actions. Establish Case Assignment Rules. Configure Case Escalation Rules.
Which native Service Cloud solution is used for case satisfaction surveys? Create a Web-to-case form with a custom case type of survey Check the survey option in the case settings Enable the case survey auto-response rule Enable the case survey option on the case object.
Which task should be included in a business continuity plan for a contact center? Choose 3 answers. Route cases to agents in an alternate center. Deliver training on case handling for contingent staff. Disable the Interactive Voice Response (IVR) system. Update the case status field values. Monitor service level agreements (SLAs) and notify customers.
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: * Billing problems account for less than 5% of calls. * Billing data is stored in an external system containing over 20 million records. * Agents do not want to maintain separate login sessions for Salesforce and the billing system. Which two solutions should a consultant recommend? Choose 2 answers Import payment data into Salesforce and add to the contact page layout as a related list. Create a Visualforce page that retrieves payment information via a Web Service call-out. Create a custom tab of type URL that displays a search page from the billing system. Use Lightning Connect to connect and access data in real-time from the billing system.
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers * Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements? Enable Social Customer Service. Enable Salesforce social profile on contacts. Integrate Facebook to its existing Customer Community. Create a Lightning Platform app for Facebook monitoring.
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. Thecompany attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers. Reduce the cost per call Train support agents Hire additional support agents Align agent performance goals with KPIs.
Forwhich purpose should a contact center use Visual Flow? To automate business processes for agents who troubleshoot customer support issues via phone To escalate to the support managerif it has been open for more than 72 hours To assign follow-up tasks to an agent one week after a case is closed. To automatically assign cases to a specific queue based on the customer support level.
Which three are characteristics of Visual Workflow? Choose 3 answers Apex code must be used to update fields in the database. Only one version of a flow can be activated at a time. Elements can be used to pass data to legacy systems. Apex code must be used to pass data to legacy systems. Elements can be used to update fields in the database.
What are two design considerations for a Live Agentimplementation? Choose 2 answers Idle Connection Timeout Chat Character Limit Chat Visitor Browser Chat Window Title.
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement? Scheduled Reports Time-based Workflow Rules Milestone Actions Process Builder Scheduled Actions.
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers Assign Article types tothe Community Configure Content Library permission Enable Public Solutions Publish Articles to external channels Enable Article deliveries.
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone? A sharing rule to ensure record access is granted based on criteria of the case. An organization-wide default of Public Read/Write on the Case object. A sharing set to grant the Customer Community user access to records associated to their Contact record. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers Public Knowledge Chatter Questions Macros Field Service Communities.
Universal Containers needs to ensure it isstaffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below. * Average handle time (AHT) * Adherence to service level agreements (SLAs) Which data source would Universal Containers need in order to gather this information? Choose 3 answers Interactive Voice Response (IVR) Workflow Management (WFM) Automatic Call Distributor (ACD) Entitlements Chat log history.
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers. Display articles with HTML, images, and links. Display articles in a public knowledge base. Publish articles to the Web using Salesforce Publisher. Displayarticles in Salesforce Answers.
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud? Use cases to track the credit requests and route than to regional teams using assignment rules Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules. Design a custom object to track credit requests and route them regionally using assignment rules Enable the self-serviceportal to generate logins for the hospital staff by region.
Which feature should a Consultant configure to allow global Service Reps to callcustomers from within the Lightning Service Console? Open CTI Local Presence Macros Lightning Dialer.
A customer is planning a Service Cloud implementation. The customer's current database has the following number of records: * 10 million cases * 1 million accounts * 3 million contacts When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2) The Salesforce org may be slow during the data import Related lists on the case object may be slow to populate Salesforce reporting speed may be affected Result may be slow when searching for records.
Which solution can be used to improve call deflection? Case routing Web chat Knowledge base Assignment rules Community forum.
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, contract line items, milestones, and entitlements Entitlement processes, contracts, milestones, and milestone actions Entitlement processes, contracts, contract line Items, and entitlements Entitlement processes, milestones, milestone actions, and entitlements.
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases? Implement Macros Enable the support setting for default email templates Enable the support setting for default email templates Implement Quick Text Implement Email-To-Case.
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? Case milestones Entitlements Omni-channel Case escalation.
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2) Verification that sample data has been loaded Approval of test scripts from the business lead Verification of the production migration checklist Fundcustomer approval on training materials.
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this? Percent of cases closed on first contact Percent of cases closed with chatter posts Percent of cases closed with an attached article Percent of cases closed meeting the defined SLA.
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 Purchase History customer satisfaction Survey Service Level Agreement Net promoter Score Customer Support Requests.
Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed? Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case.
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured? Choose 3 answers. Configure data category values for each product Define approval processes for each article type Configure article types for each kind of content Configure workflow rules for each data category Define approval processes for each product.
If you delete a case, which two also get deleted? (Choose two answers) Event Attachments Solution Account.
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement? Milestones Cases Service contracts Assets.
What are three considerations when adding a report chart to a Console Component? Choose 3 answers The report chart is added to the Page Layout. The report is shared with a Chatter Group. The report has a standard Report Type. The report is a Summary or Matrix report. The report contains a chart.
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 Interaction Log Path for Cases Lightning Process Builder Lightning Row for Service.
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 validation rule to ensure cases are owned by a user when closed. Create a Process Builder and Flow to change the owner on closed cases. 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.
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? (Choose 2) Enable the Manage Articles permission for the publisher profile and assign it to users Set the organization-wide default to private and create sharing rules for the FAQ article type Hide the Article Management tab for users who should have read-only access to articles. Create a publisher profile that includes create access on the FAQ article type.
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 theConsultant use for data migration? Plan, Prepare, Test, Execute, Validate Prepare, Plan, Validate, Execute, Text Plan, Prepare, Validate, Execute, Text Prepare, Plan, Text, Execute, Validate.
Universal Containers had tech support and general customer teams that use unique service console applications. Which two configuration should a consultant use when deploying the console? Assign user to public group with access to the service console app Assign users a profile with access to the service console app Assign users a sharing rule with access to the service console app Assign users a permission with access to the service console app.
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs. Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3) Create the custom fields for the slide type Create the data categories and set up the data category values. Set the publication status of the article tame to draft status Set up the article actions and assign publishers to each action Set up a zip file that contains the CSV, HTML, and image files.
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers. Case queues Case assignment rules Case custom reports Case dashboards.
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement? Order Management System Interactive Voice Response Automatic Call Distribution Computer Telephony Integration.
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook? Use the routing queues provided with Salesforce for Twitterand Facebook Enable social profile and add workflow rules to the contact object Use Twitter-to-Case and add workflow rules to the case object Enable social profile and add assignment rules to the case object.
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers Live Agent Web -to -Case Community Chatter Questions.
Using standard case management capabilities, what can be emailed to a customer as a PDFattachment? Products and assets associated to the case Contract details related to the entitlement Articles appearing in the Knowledge sidebar Knowledge articles attached to the case.
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers. Report displays # of articles associated to data categories during past 2 months Report that displays # of new articles created during the past 2 months Create a report that display the # of articles searched during the past 2 months Report that displays # of cases with articles attached during the past 2 months.
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue? Add development resources to the project team to build out the additional requirements. Document the requirements gap and communicate development options to the project team Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline. Adjust the project scope to accommodate new requirements and continue with the original project schedule.
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? Provide a self-help Customer Community. Ask sales reps to respond to support Cases. Add more support phone lines. Limit Customers to 5 Cases per day.
Which case submission processleverages Apex email services? Email-to-Case On-demand Email-to-Case Case submitted using chat Web-to-Case.
Universal Containers wants to provide its customers with more support options. Which three should a Consultant recommend? Choose 3 answers Configure Chatter for public access Add Live Agent to public-facing sites Implement SOS for mobile experience Utilize KCS to manage Knowledge Create a CustomerCommunity.
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal. What is a key consideration whenconfiguring a customer portal? Users can download and view content Users cannot own records Users are not associated with a role in the hierarchy Users can be part of a case team.
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case. Which two features should a Consultant recommend to address this concern? Choose 2 answers Lightning Guided Engagement Visual Workflow Quick Text Macros.
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement? Embed a "Recent Items" Visualforce component into the Salesforce Console for Service. Enable the "History" component within the Salesforce Console for Service. Enable the "Access Recent Items" user permission on the user profiles. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers Number of IVR inquiries without agent involvement Number of cases closed by a self-service user Number of cases created using portal Average call handle time by team.
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members. What should a consultant recommend? Define article types with public sharing settings. Define topics for each knowledge article. Define data categories with custom visibility. Define a custom field to identify the subject.
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records? Contact view page load time Contact related list load time Contact list view edit time Contact report run time.
Universal Banking needsto provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose2 answers. Create three data categories for each product area (Personal Banking, Mortgage, CD). Create two data categories to display information (Question/Answer,Product Info). Create three article types for each product area (Personal Banking, Mortgage, CD). Create two article types to display information (Question/Answer, Product Info).
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 profiles to the associated product article types Assign team-based roles 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.
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers. Leverage Live Agent for web-based chat. Implement Salesforce Knowledge on a portal. Enable service contracts and entitlements. Implement Salesforce Console for Service to support agents.
Universal Containers is implementing a call center using CTI (Computer-telephony integration). Which three items, at a minimum, must be implemented and deployed to ensure success? Choose 3 answers Install CTI adapter using open CTI Configure IVR auto response Configure call center definition Deploy Call Center Directory Assign users to a call center.
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2) Use Web Services API to integrate the external database with Salesforce Create a custom product bug object and import data into Salesforce Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect) Use Bulk API to load the product bug data into Salesforce.
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below: * Support attachments up to 30 MB per inquiry * Over 10,000 inquiries per day What solution should a consultant recommend to meet these requirements? On-Demand Email-to-Case Emall-to-Case Customer Chatter groups Web-to-Case.
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the Consultant suggest? On-Demand Email-to-Case Standard Email-to-Case Omni-Channel routing Web-to-Case forms.
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers: Allow shift trading between agents Extend benefits to part-time agents Mix telephony interactions with email and chat Provide additional training on tools and process.
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console? Local Presence Open CTI Macros Lightning Dialer.
How is the hash mark (e.g., #salesforce) used in chatter? Links the Chatter message to Twitter Indicates a clickable URL hyperlink Indicates the name of a group in which to place the Chatter message Ties the Chatter message to a topic.
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions? Adds a related comment to the case All of the above All of the above Edits the case Reads the case.
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data. Which three Sandbox types can be used to accomplish this? Partial Copy Sandbox Administrator Sandbox Developer Pro Sandbox Full Sandbox.
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2) Require agents to check a box on case when submitting a new suggested article Create a dashboard for articles submitted by agents & approved for publication Measure & reward agents based on the # of new articles submitted for approval Measure & reward agents based on the # of new articles approved for publication.
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? Install Knowledge Base Dashboards and Reports AppExchange package. Create a group of super users that will evaluate and manage articles. Contact Salesforce to send a report on article efficacy. Send out a monthly survey to customers requesting feedback.
How should a Consultant provide Suggested Article functionality to Lightning Service Console users? Add the Knowledge Component to the Service Console. Add the Suggested Article widget to the Case page layout. Create email templates with Knowledge Articles attached. Add the Knowledge tab to the Console app.
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, contracts, contract line Items, and entitlements Entitlement processes, milestones, milestone actions, and entitlements Entitlement processes, contract line items, milestones, and entitlements Entitlement processes, contracts, milestones, and milestone actions.
Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers Service contracts Contacts Products Case history.
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report? Private Branch Exchange Interactive Voice Response Time and Attendance Automatic Call Distributor.
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured? Choose 3 answers. Configure workflow rules for each data category Configure data category values for each product Define approval processes for each product Define approval processes for each article type Configure article types for each kind of content.
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2) Upsell percentage Customer retention Average handle time First call resolution.
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.
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer) Number of article votes Number of archived articles Number of approved articles Number of approved articles.
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter? Bookmark all the comments related to the issue from SMEs @mention the SMEs on the case Chatter feed and follow the case Follow the SMEs to receive automatic updates when they add case comments Use hashtag (#) to track the customer case and SMEs comments.
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement? Scheduled Reports Time-based Workflow Rules Milestone Actions Process Builder Scheduled Actions.
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices? Telemarketing center Information Technology (IT) help desk Human Resources (HR) help desk Telesales center.
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? Use the Files Related List on each article to add files to your articles. Upload the files as Documents, then relate them to the migrated Articles. Post the Files to the Chatter Feed on each Article. Use the Lightning Knowledge Migration Tool and choose 'include files'.
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? Entitlements Case Milestones Case Escalation Omni-Channel.
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases. Which product and license type would meet all of these requirements? Visualforce and Self-Service Portal Force.com Sites with Knowledge and Web-to-Case Force.com Sites with Knowledge and Email-to-Case Force.com Sites and High-Volume Customer Portal.
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this? Create an agent role for each channel grouping. Create an agent profile for each channel grouping. Create a service cloud console to support all channel groupings. Create a unique case page layout for each channel grouping.
Universal Containers wants to provide its customers with more support options. Which three should a Consultant recommend? Choose 3 answers Create a Customer Community Add Live Agent to public-facing sites Configure Chatter for public access Utilize KCS to manage Knowledge Implement SOS for mobile experience.
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements. Which customer requirement would require the use of Email-to-Case? Accepts email attachments larger than 10 MB Accepts attachments from emails Requires the use of Transport Layout Security (TLS) Handles more the 10,000 emails a day.
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend? Restore the data using the available backup. Manually update the corrupt data to correct it. Log a Data Recovery case with Salesforce Support. Use Data Loader to delete the corrupt data.
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.
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? Case Escalation Entitlements and Milestones Salesforce Console Case Assignment.
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement? Configure the agent console and display the articles, case view, and external system custom object Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge Create a custom Visualforce page to display case list view, external system, and knowledge articles Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange It does NOT require a software install for each call center user on a Windows-based PC. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files.
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend? Omni-channel Skills-based routing Case Skills-based Assignment Rules Live Agent Queue-based routing Omni-channel Queue-based routing.
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console? Comments List View Global Search Search Utility Component Comment Search Component.
If you delete a case, which two also get deleted? (Choose two answers) Attachments Solution Event Account.
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution. What should be the first step in configuration and customization? Create user profiles or permission sets Create an iframe to display the chat window Enable Chatter Messenger for the organization Enable Live Agent for the organization.
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal. What is a key consideration when configuring a customer portal? Users cannot own records Users are not associated with a role in the hierarchy Users can download and view content Users can be part of a case team.
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2) Use the data loader to import unstructured articles Create a separate .csv for each article type Map articles with HTML sections to rich text area fields Use change sets to import data categories.
Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel? Contact Salesforce to have Omni Channel enabled. Enable Omni Channel in Setup. Assign Users to Omni Channel permissions. Assign Users to the Omni Channel Feature License.
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend? Define Data Categories with Custom Visibility. Define Article Types with Public Sharing Settings. Define a Custom Field to identify the Subject. Define Topics for each Knowledge article.
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete. What should the Agent recommend to minimize costs? Hire a certified developer to write an apex trigger that creates each new activity. Assign a single agent to create the activities on all new onboarding cases. Add an object-specific custom quick action to create new activities. Provide a macro that will automatically create the activities when executed.
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2) It utilizes the SoftPhone capability from within the Salesforce application It allows voicemails to be captured and stored as attachments on cases It is an intermediary between a telephony system and a Salesforce CRM call center user It is a server based software program that controls the behavior of a Salesforce SoftPhone.
What is a benefit of a customer community? Choose 2 answers. Eliminates the need to track service level agreements Eliminates the need for support agents Enables customers to log inquires without contacting an agent Reduces incoming call volume.
You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do? Returns a link that returns a post with the same reference Deletes posts Tag another chatter user.
What is the capability of case feed? Embed case feed functionality within a visual force page. Switch from case feed to standard detail pages using a console component Enable call control using the CTI case feed publisher. Add custom visual force pages to the case feed page layout.
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers Grant managers the Manage Data Categories permission. Create at least two different data categories. Create at least two different article types. Create at least two different approval processes. Grant managers the Manage Salesforce Knowledge permission.
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers Number of Chatter files attached to cases. Number of content packs attached to cases. Number of articles associated to cases. Number of published article views. Number of successful keyword searches.
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.
Which of the following utilize the "Automated Case User" (Choose 3 answers): When a case is created via Email-To-Case this user is assigned as the case owner When a case is escalated this user is listed in the case history When a case is automatically assigned using assignment rules this user is listed in the case history When a case is created via Web-To-Case this user is listed in the case history When an email notification is triggered via workflow this user is listed in the case history.
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 age report type Create a report using the Case Lifecyle report type Create a report using the Case historical trending report type Create a report using the Case snapshot report type.
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers Configure Success, Warning, and Violation Actions for Milestones. Create a Report of all active Entitlements grouped by Customers. Configure Assignment Rules based on Case Priority. Add the Entitlements related list to the Account Page Layout.
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement? Assets Service contracts Milestones Cases.
UC is in the process of implementing Service Cloud. In which order should the data be migrated? Users, accounts, contacts, cases Users, contacts, accounts, cases Accounts, contacts, cases, users Accounts cases, users, contacts.
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement? Use escalation rules to assign the case to a case queue Use auto-response rules to send an email to the customer Use workflow rules to send an email to the customer Use assignment rules to assign the case to a case queue.
A customer is planning a Service Cloud implementation. The customer's current database has the following number of records: * 10 million cases * 1 million accounts * 3 million contacts When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2) Result may be slow when searching for records Related lists on the case object may be slow to populate Salesforce reporting speed may be affected The Salesforce org may be slow during the data import.
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below. * 2.000 agents are implemented globally 24/7 operations * Open case data will be migrated from a legacy system * New cases will be created in one system only Which deployment method should be recomended? Deploy based on the number of trainers available Deploy in phases using countries as pilots Migrate agents to Force.com Connect Offline during deployment Migrate case data and deploy to all users at office.
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs. Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3) Set the publication status of the article tame to draft status Set up a zip file that contains the CSV, HTML, and image files. Create the custom fields for the slide type Set up the article actions and assign publishers to each action Create the data categories and set up the data category values.
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.
Which solution can be used to improve call deflection? Choose 3 Web chat Assignment rules Knowledge base Community forum Case routing.
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future? Add a Validation Rule that ensures each Case has an entitlement. Add the entitlement related list to account page layouts. Add the entitlement related list to account page layouts. Add the entitlement lookup field to case page layouts.
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers Create a case list view that is filtered by My Case Teams. Create an email alert notification for Case Teams. Create a case queue for all created or updated cases. Create a case report that displays all created or updated cases.
Which document should be created to support the initial planning phase of an implementation project? (Choose 2) Solution design document Project milestones Requirements traceability matrix Project kickoff presentation.
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA? Create a workflow rule to send an email to support managers when a case is created and assigned to a queue. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour. Use case auto-response rules to send an email to support managers within one hour of case creation.
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers. Hire more agents for the contact centers Improve the training provided to existing agents Configure entitlements and milestones to enforce SLAs Track social sentiment across social media outlets.
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people? Public Groups Chatter Groups Mass Email Escalation Rules.
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers. Mass email Salesforce Chat Public groups Communities.
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers. Number of outbound calls per day Number of closed cases Number of attempts to contact Number of lead referrals.
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases? Implement Quick Text Enable the Support Process for default email templates Implement Macros Enable the support setting for default email templates Implement Email-To-Case.
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2) Number of articles attached to a case Number of articles created by agent Number of solutions created by agent Number of solutions created by agent.
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)? # of cases via email Most popular articles of articles per agent Total cases created.
What is a benefit of a quality monitoring system? Choose 2 answers Enforce a consistent standard of service for customer interaction Capture inappropriate word usage and generate reports Lower the average speed of answer (ASA) Teach new agents how to handle difficult situations.
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2) Report on articles followed in Chatter. Report on agent ratings on articles Report on agent feedback on articles Report on the articles attached in cases.
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 Optimized use of resources Reduced support channels Reduced issue resolution time Increased call routing accuracy.
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers Ask contact center managers to review data each quarter to possibly delete. Write an Apex trigger that deletes one case each time a new case is created. Optimize queries to reduce the scope of Cases included with each search. Create a data retention plan that archives or purges Cases at regular intervals.
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers Interactive Voice Response Computer Telephone Integration Social Customer Service Live Agent.
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console? Comment Search Component Comments List View Search Utility Component Global Search.
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2) Mobile access to case information Predictive dialer for outbound calls Visibility into service entitlements Chatter groups for customer.
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers The specific Quick Action must be added to the Case record page. Global Actions need to be on the publisher layout. Quick Actions must be enabled in the org. The specific Quick Action must be added to the Case Feed.
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues? Process Builder Assignment Omni Channel Live Agent Case Assignment Rules.
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers. Which method should a consultant recommend for importing this data into universal containers service cloud instance Java Language Specific Toolkit Bulk Data Transfer API Cloud-to-Cloud Integration Toolkit Data Integration via SOAP API.
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 Configure a Visual Flow Troubleshooting Action Implement Lightning Guided Engagement Define separate Record Types for Tier 1 and Tier 2.
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. 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. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers Create an Entitlement Process. Enable Work Orders. Set up Milestones. Configure Service Contracts.
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers Evolving content-based product lifecycles Rewarding learning, collaboration, sharing and improving. Creating content as a result of solving issues Developing a knowledge base on the experience of an individual.
What statement is true about the Salesforce Knowledge article lifecycle? Knowledge uses public groups as a way to assign users to specific tasks related to articles Article permission sets allow agents to participate in the article publishing process Articles CANNOT be published until they are reviewed and validated by a qualified author Approval process CANNOT allow publishing of articles that have specific validation statuses.
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement? (choose 1 answer) Use a workflow rule to send an email to the product manager Use an escalation rule to move cases into the product manager queue Use Chatter case feed and case teams to monitor cases Use an assignment rule to assign new cases to the product manager.
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. Which two should the company do to address this situation? Choose 2 answers Measure and reward agents based on the number of new articles submitted for approval. Require agents to check a box on the case when submitting a new suggested article. Create a dashboard that includes articles submitted by agents and approved for publication. Measure and reward agents based on the number of new articles approved for publication.
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2) First contact resolution rate Total number of solutions created by agent Average number of knowledge articles published Number of total cases handled.
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information. How should the console be configured to satisfy this requirement? Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type Train users to scroll through the case page layout to look for product related information or customer- related information based on case type.
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review. After the technical review is closed, an agent needs to contact the customers to review the activities. Cases can only be closed after the customer review has been completed. Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. Which three aspects should the consultant consider to meet these requirements? Choose 3 answers Work order and customer contact escalation requirements Total number of account and contact records in the database Visibility and access to the work order records Case closure rules on the original case Account team relationship to the primary contact.
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 with Case Subtabs Account tabs and Cases tab Case tabs with Account subtabs Account tab with Cases related list.
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers Plan and communicate the deployment to all users of the organization in advance. Ensure that at least 60% of the code is covered by unit tests before deploying to production. Select a window of time when users will NOT be making changes to the organization. Migrate a test deployment to a staging environment for a smoother real-life experience. Ensure all users refrain from logging into production for an entire day prior to deployment.
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case. Which solution will create and route the field service dispatch record when the case is saved? Use a validation rule Use an Apex trigger Use a case assignment rule Use a workflow rule with an action.
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers: Custom search Tiered data strategy Divisions Record types Custom indexes.
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements: * Ability for visitors to search Knowledge articles without registering or logging in * Ability for over one million registered customers to securely submit cases and view the status of those cases * Ability to display white papers to registered customers * Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution? Implement Customer Communities with Content. Implement Employee Communities with Content. Implement Partner Communities with Knowledge. Implement Customer Communities with Knowledge.
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel. How can a Consultant implement the functionality with configuration? Remove these fields from the page layout and add the fields to the highlights panel Add the fields to the page layout and add the fields to the highlights panel. Add these fields to the page layout and add the components to the highlights panel Remove these fields from the page layout and add the components to the highlights panel.
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 data migration? Prepare, Plan, Validate, Execute, Text Plan, Prepare, Validate, Execute, Text Plan, Prepare, Test, Execute, Validate Prepare, Plan, Text, Execute, Validate.
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers. Case custom reports Case queues Case dashboards Case assignment rules.
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. Create a dashboard to track and manage call volumes by type. Configure IVR routing to bypass Tier 1 for the product line. Configure Omni-channel to assign cases directly to Tier 2.
What are three considerations when adding a report chart to a Console Component? Choose 3 answers The report contains a chart. The report has a standard Report Type. The report is shared with a Chatter Group. The report chart is added to the Page Layout. The report is a Summary or Matrix report.
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly. Which two features should a Consultant recommend? Choose 2 answers Create quick actions Deploy Pre-Chat form Configure LiveMessage Activate quick test.
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose 2 answers Validation Rules for Article Types to verify all fields during creation Data Category to assign an Article Type to a Reviewer Approval Process that assigns an Article to a Reviewer Queue Knowledge Action to Publish an Article once the Article is approved.
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 Create a group of super users that will evaluate and manage articles Install Knowledge Base Dashboards and Reports AppExchange Package.
The Universal Container 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.
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 articles with the lowest rating Knowledge search query with no results Knowledge articles created by call center agents Number of knowledge articles in each data category.
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 Lightning Service Console to support this requirement? Account tabs and Cases tab Case tabs with Account subtabs Account tabs with Case subtabs Account tab with Cases related list.
Universal Containers' agents need to be more productive when working cases. Agents want to send emails 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.
Which three are characteristics of Flow? Choose 3 answers Only one version of a flow can be activated at a time Apex code must be used to pass data to legacy systems Elements can be used to update fields in the database Apex code must be used to update fields in the database Elements can be used to pass data to legacy systems.
Service Console users work on dozens 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 Case open in tabs Use a second Console session Define a custom List View Add History to the Utility bar.
How can a Contact Center Manager see which Service Representatives have NOT accepted new cases recently using the Lightning Service Console? Cases report sorted by Rep and Case CreatedDate Omni-Channel Supervisor tab Cases report sorted by Rep and Case Owner Omni-Channel Utility Component.
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.
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 mitigate 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 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 edits to case fields. What tool should a consultant recommend to implement this requirement? Auto launch flow Salesforce Console for Service Visualforce custom page Process Builder.
Universal Containers 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? Change Sets Mass Transfer Records Data Import Wizard Data Loader.
What should a consultant recommend to ensure chat requests contain enough information for Customer Service representatives to efficiently respond? Customise the Lightning Console chat page Configure a chat Validation Rule Customise the pre-chat form Configure Lightning Guided Engagement.
Which search mechanism should be used to find case comments from within the Lightning Service Console? Comment Search Component Search Utility Component Comments List View Global Search.
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided with 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? Case Escalation Salesforce Console Case Assignment Entitlements and Milestones.
Cloud Kicks wants 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 Configure Service Contracts Set up Milestones.
Universal Containers (UC) wants to schedule technicians for repair services when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need? Omni Channel Contact Requests Field Service Mobile Connect.
A Service Representative transfers a Chat to another Representative. Which two things will happen? The Chat Transcript and Case are transferred The Customer is shown the new Representative's Name Both Service Reps can chat with the Customer The Customer does not know they were transferred.
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes. How should a consultant deploy these Permission Sets to Production? Use a Change Set Manually re-create the Permission Sets Create an Unmanaged Package Publish a Managed Package.
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 submission during case close Create an email template to send articles as attachments Enable article customisation for open cases Enable suggested articles on new cases Enable agents to create their own personal articles.
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardised contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario? Recommended utilising out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report Assign a global team of experienced agents and leaders to create a common design template and report structure Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardisation.
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 Assign the correct Salesforce users to the Call Center Install an adapter from AppExchange to work with third-part CTI systems Enable Chat in their community to chat with an agent Assign the Salesforce CTI license to Salesforce users Create a softphone layout and assign to user profiles.
Universal Containers has defined a step of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specified amount of time. What approach should a consultant recommend to meet these requirements? Configure Case Escalation Rules Define Entitlements and Milestones Use Process Builder with Scheduled Actions Enable Omni-Channel Routing.
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement? Social Persona for Twitter and Facebook Social Media Marketing message tagging Social Customer Service for Twitter and Facebook Einstein Bot social queues.
Universal Containers' agents need to be more productive when working cases. Agents want to send emails to customers prior to violating 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.
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered? Choose 3 answers Attachments and .html files in Classic Knowledge are moved to the Files object Visualforce pages refer to Classic article types Each article must be associated to a record type Approval process history migrate to Lightning Knowledge Article numbers change during migration.
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? Configure a Visual Flow Troubleshooting Action Implementing Lightning Guided Engagement Define separate Record Types for Tier 1 and Tier 2 Enable Omni-Channel Case assignment.
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 Call Center Definition File creation Service Console case creation configuration Lightning Console enablement CTI Adapter configuration.
Universal Containers wants to migrate articles from its current database as part of a new Salesforce Lightning Knowledge implementation. Which factor should a consultant consider as part of the migration strategy? 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 Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types 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 Ensure that each existing article type has a corresponding Salesforce Knowledge article record type that matches its structure and content.
Report abuse Terms of use
HOME
CREATE TEST
INFO
STADISTICS
RECORDS
Author's Tests