UW Protecto Bots - Part 1

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers. A. Use Visualforce to create a wizard for each process. B. Use Visual Workflow to streamline the process. C. Organize the fields on the page layout to match each process. D. Create a custom object for each step in the process.

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). A. Enable the Manage Articles permission for the publisher profile and assign it to users. B. Set the organization-wide default to private and create sharing rules for the FAQ article type. C. Create a publisher profile that includes create access on the FAQ article type. D. Hide the Article Management tab for users who should have read-only access to articles.

Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?. A. Adds an activity or sends an email from the case record. B. Adds a related comment to the case. C. Edits the case. D. All of the above. E. Reads the case.

KCS (knowledge centered support) what is it? Choose 2 Answers. A. Standard for managing customer support and delivery. B. Share knowledge with the business partners. C. Method for social media management. D. Process for creating and maintaining knowledge.

Which solution can be used to improve call deflection?. A. Web chat. B. Community forum. C. Knowledge base. D. Case routing. E. Assignment rules.

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?. A. Next Best Actions. B. Push Notifications. C. Omni-channel Supervisor. D. Case Feed.

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?. A. Integrate Facebook to its existing Customer Community. B. Enable Salesforce social profile on contacts. C. Enable Social Customer Service. D. Create a Lightning Platform app for Facebook monitoring.

From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers). A. They have a Contact Manager Profile. B. All of the above. C. If the OWD for sharing cases is Public Read/Write/Transfer. D. They are higher in the Role Hierarchy than a Queue Member. E. They are members of that Queue.

Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?. A. Assignment rules. B. Validation rules. C. Auto-response rules. D. Workflow rules.

Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers. A. High priority cases opened by account month to date. B. Time spent by account year to date. C. New cases opened by the account channel. D. Escalated cases by account month to date.

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?. A. Configure Macros. B. Enable Keyboard shortcuts. C. Create multiple Console layouts. D. Define criteria-based record page components.

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production. How should a consultant correct this problem?. A. Grant Authors access to the FAQ record type. B. Grant Authors access to the FAQ article type. C. Set Article Org Wide Default to Public ReadWrite. D. Add Authors to the FAQ Data Category.

For which purpose should a contact center use visual workflow?. A. To assign follow-up tasks to an agent one week after a case is closed. B. To escalate a case to the support manager if it has been open for more than 72 hours. C. To automatically assign cases to a specific queue based on the customer support level. D. To automate business processes for agents who troubleshoot customer support issues via phone.

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. A. Add the Entitlements related list to the Account Page Layout. B. Create a Report of all active Entitlements grouped by Customers. C. Configure Success, Warning, and Violation Actions for Milestones. D. Configure Assignment Rules based on Case Priority.

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 recommended?. A. Migrate case data and deploy to all users at office. B. Deploy in phases using countries as pilots. C. Deploy based on the number of trainers available. D. Migrate agents to Force.com Connect Offline during deployment.

Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?. A. Normalize database. B. Develop data map. C. Enable data validation rules. D. Perform data cleaning.

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?. A. Use case auto-response rules to send an email to support managers within one hour of case creation. B. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour. C. 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. D. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

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. A. customer satisfaction Survey. B. Net promoter Score. C. Customer Support Requests. D. Customer Purchase History. E. Service Level Agreement.

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. A. Lightning Console enablement. B. Service Console case creation configuration. C. CTI Adapter configuration. D. Call Center Definition File creation.

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. A. Create a data retention plan that archives or purges Cases at regular intervals. B. Optimize queries to reduce the scope of Cases included with each search. C. Write an Apex trigger that deletes one case each time a new case is created. D. Ask contact center managers to review data each quarter to possibly delete.

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?. A. Requires the use of Transport Layout Security (TLS). B. Accepts email attachments larger than 10 MB. C. Handles more the 10,000 emails a day. D. Accepts attachments from emails.

Using Import Wizard, how many Asset records can you import at a time?. A. 1000. B. 50,000. C. You cannot import Assets via Import Wizard. D. 5000. E. 100,000.

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers. A. Average Call Handle Time. B. Number of Portal Logins per Day. C. Knowledge Article Usage. D. Escalated Calls. E. Cases by Support Channels.

Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge. Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge? Choose 2 answers. A. Configure the Visualforce page to use the Lightning Design System. B. Rename the Visualforce page to "Lightning Knowledge". C. Remove Apex code references to the ArticleType field. D. Remove Apex code references to the Article RecordType field.

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). A. Use Chatter case feed and case teams to monitor cases. B. Use an assignment rule to assign new cases to the product manager. C. Use a workflow rule to send an email to the product manager. D. Use an escalation rule to move cases into the product manager queue.

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?. A. Create an agent role for each channel grouping. B. Create an agent profile for each channel grouping. C. Create a unique case page layout for each channel grouping. D. Create a service cloud console to support all channel groupings.

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?. A. Upload the files as documents, then relate them to the migrated articles. B. Use the lightning knowledge migration tool and choose "include files". C. Use the files related list on each article to add files to your articles. D. Post the files to the chatter feed on each article.

The VP of Service at Universal Containers is looking for ways to reduce contact center costs. Which two metrics should the Consultant recommend? Choose 2 answers. A. First Call Resolution. B. Time to Answer. C. Service-Level Agreements. D. Average Handle Time.

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. A. Contacts. B. Service contracts. C. Products. D. Case history.

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. Which approach should be used for the data migration?. A. Plan, Prepare, Validate, Execute, Test. B. Plan, Prepare, Test, Execute, Validate. C. Prepare, Plan, Test, Execute, Validate. D. Prepare, Plan, Validate, Execute, Test.

Which three are characteristics of Visual Workflow? Choose 3 answers. A. Apex code must be used to update fields in the database. B. Only one version of a flow can be activated at a time. C. Elements can be used to update fields in the database. D. Apex code must be used to pass data to legacy systems. E. Elements can be used to pass data to legacy systems.

When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers. A. Case assignment rules. B. Case dashboards. C. Case queues. D. Case custom reports.

Which technology will allow a client to enable ideas on a public website? There are two correct answers. A. Force.com Web Services API. B. Force.com Sites. C. Customer portalPartner portal. D. Self-service portal. E. Partner portal.

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system. When implementing Salesforce, what solution should a consultant recommend for this scenario?. A. On-Demand Email-to-Case. B. Web-to-Case. C. Salesforce for Outlook. D. Email-to-Case.

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?. A. Send out a monthly survey to customers requesting feedback. B. Contact Salesforce to send a report on article efficacy. C. Install Knowledge Base Dashboards and Reports AppExchange package. D. Create a group of super users that will evaluate and manage articles.

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. A. Escalated cases by account month-to-date. B. New cases opened by account channel. C. Time spent by account year-to-date. D. High priority cases opened by account month-to-date.

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?. A. Define separate Record Types for Tier 1 and Tier 2. B. Enable Omni-Channel Case assignment. C. Implement Lightning Guided Engagement. D. Configure a Visual Flow Troubleshooting Action.

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge. Which three statements must be considered? Choose three answers. A. Each article must be associated to an article type. B. Attachments and .html files must be referenced in a corresponding .zip file. C. One .csv import file is uploaded for all article types. D. A separate .csv import file is uploaded for each article type. E. A separate .csv import file is uploaded for each data category.

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: A. Mix telephony interactions with email and chat. B. Extend benefits to part-time agents. C. Allow shift trading between agents. D. Provide additional training on tools and process.

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?. A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. B. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. D. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?. A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. B. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. D. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

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?. A. Web-to-Case. B. Customer Chatter groups. C. Emall-to-Case. D. On-Demand Email-to-Case.

Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?. A. Add the Submit Feedback button to articles. B. Allow agents to create Knowledge articles when closing a case. C. Add the Submit Feedback button on the Solutions tab. D. Require agents to create Knowledge articles when opening a case.

A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console. Which configuration option should be verified?. A. Verify that users have access to the chat public group. B. Verify that users are assigned the chat user profile. C. Verify that users have access to the chat buttons. D. Verify that users are assigned the chat feature license.

A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console. Which configuration option should be verified?. A. Verify that users have access to the chat public group. B. Verify that users are assigned the chat user profile. C. Verify that users have access to the chat buttons. D. Verify that users are assigned the chat feature license.

Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?. A. Marketing. B. Enterprise Resource Planning (ERP). C. Order Fulfillment. D. Telephony.

What are two benefits of deploying Knowledge in Customer Communities?. A. Eliminates tracking of customer entitlements. B. Uncovers gap in the knowledge base. C. Reduces incoming call volume. D. Replaces the need for an email channel.

A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?. A. Send an email reminder to update the article status to Published on the start date. B. Create a workflow rule to update the article status to Published on the article start date. C. Create a task related to the article with a reminder set for the article start date. D. Set the article publish date to automatically display the article on the start datE.