UW Protecto Bots - Part 2

What statement is true about the Salesforce Knowledge article lifecycle?. A. Approval process CANNOT allow publishing of articles that have specific validation statuses. B. Articles CANNOT be published until they are reviewed and validated by a qualified author. C. Knowledge uses public groups as a way to assign users to specific tasks related to articles. D. Article permission sets allow agents to participate in the article publishing process.

Which metric influences customer satisfaction? Choose 2 answers. A. After call work. B. First call resolution. C. Call quality. D. Cost per call.

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2). A. Use change sets to import data categories. B. Use the data loader to import unstructured articles. C. Create a separate .csv for each article type. D. Map articles with HTML sections to rich text area fields.

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?. A. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type. B. 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. C. 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. D. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

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. A. Number of Chatter files attached to cases. B. Number of content packs attached to cases. C. Number of published article views. D. Number of successful keyword searches. E. Number of articles associated to cases.

What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2). A. Total number of solutions created by agent. B. Average number of knowledge articles published. C. First contact resolution rate. D. Number of total cases handled.

Milestones can be added to which three object types? Choose 3 Answers. A. Service. B. Work order. C. Account. D. Case. E. Entitlement.

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?. A. Assign team-based profiles to the associated product article types. B. Assign team-based profiles to the associated product data category value. C. Assign team-based roles to the associated product article types. D. Assign team-based roles to the associated product data category value.

Which configuration item must be created when implementing Lightning Knowledge?. A. File Types. B. Attachment Types. C. Record Types. D. Article Types.

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem. A. Configure Omni-Channel Routing Model as Most Available. B. Configure Omni-Channel Routing Model as Least Active. C. Configure Case Assignment Rules to use Users. D. Configure Case Assignment Rules to use Queues.

Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval. What should a consultant recommend to automate the approval process?. A. Workflow. B. A Process Builder. C. Validation rule. D. Assignment rule.

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers. A. Schedule adherence. B. Agent utilization. C. Quality monitoring score. D. Number of calls offered.

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?. A. Salesforce console. B. Entitlements and milestones. C. Case assignment. D. Case escalation.

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. A. Relationship to the primary contact. B. Average incoming case volume. C. Case closure rules on the original case. D. Visibility and access to the RMA and FSR records. E. RMA and FSR escalation requirements.

All of the following objects may have a queue EXCEPT: A. Accounts. B. Custom Objects. C. Leads. D. 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?. A. Use hashtag (#) to track the customer case and SMEs comments. B. Follow the SMEs to receive automatic updates when they add case comments. C. @mention the SMEs on the case Chatter feed and follow the case. D. Bookmark all the comments related to the issue from SMEs.

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. A. Ability to specify unique service levels for each customer. B. Ability to enforce service levels with the time-dependent processes. C. Ability to determine if a customer has escalated a case in the past. D. Ability to prompt callers for the service contract number within IVR menus.

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. A. Route to agents with the most capacity to take on new work. B. Route to agents with the most cases closed for that topic. C. Route to agents with the least amount of active assigned work. D. Route to agents staffing the assigned overflow queues.

Universal Containers would like for article to be different channel for social interactions. What solution should a consultant recommend?. A. Set up insert Article into Social post and enable the customer community portal. B. Create a Chatter group and invite the customer to join with an external chatter user. C. Create a Visualforce page on the customer community portal. D. Set up communication channel layouts in the object manager to use Insert Article into Social post.

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2). A. It is a server based software program that controls the behavior of a Salesforce SoftPhone. B. It utilizes the SoftPhone capability from within the Salesforce application. C. It is an intermediary between a telephony system and a Salesforce CRM call center user. D. It allows voicemails to be captured and stored as attachments on cases.

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2). A. Only one inbound email address can be used for Email-to-Case. B. Assignment, escalation, and workflow rules are processed on inbound emails. C. Follow-up emails related to a case will update the case comments. D. Follow-up emails and attachments related to a case are attached to the case.

What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2). A. Replaces the need for an email channel. B. Uncovers gaps in the knowledge base. C. Reduces incoming call volume. D. Eliminates tracking of customer entitlements.

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers. A. Chatter. B. Publisher Actions. C. Omni-Channel. D. Macros. E. Quick Text.

Universal Containers is training 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 accurate and to be able to assist when needed. What Lightning Console feature should a Consultant configure to support this need?. A. Configure Live Agent Supervisor tab and Whisper Messages. B. Configure the SOS snap-in for the Lightning Service Console. C. Add the Live Agent Component to the Utility bar. D. Configure Omni-Channel Supervisor tab and 3rd party access.

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: * Agents need to collaborate with other teams. * The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?. A. Use Process Builder for notifications and account teams to monitor cases. B. Use escalation rules for notifications and account teams to monitor cases. C. Use escalation rules for notifications and case teams to monitor cases. D. Use Process Builder for notifications and case teams to monitor cases.

Which of the following utilize the "Automated Case User" (Choose 3 answers): A. When a case is created via Email-To-Case this user is assigned as the case owner. B. When a case is escalated this user is listed in the case history. C. When a case is created via Web-To-Case this user is listed in the case history. D. When an email notification is triggered via workflow this user is listed in the case history. E. When a case is automatically assigned using assignment rules this user is listed in the case history.

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. A. Create at least two different approval processes. B. Grant managers the Manage Salesforce Knowledge permission. C. Create at least two different article types. D. Grant managers the Manage Data Categories permission. E. Create at least two different data categories.

Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers. A. Enable article deliveries. B. Assign article types to the communities. C. Publish articles to external channels. D. Configure content library permissions. E. Enable public solutions.

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?. A. Use a second Console session. B. Define a custom List View. C. Add History to the Utility bar. D. Keep all open in tabs.

To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?. A. Assign article managers to public groups and specific publication states to each group. B. Assign article managers to public groups and specific article actions to each group. C. Assign article managers to publication teams and specific publication states to each team. D. Assign article managers to publication teams and specific article actions to each team.

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?. A. Add the fields to the page layout and add the fields to the highlights panel. B. Remove these fields from the page layout and add the fields to the highlights panel. C. Remove these fields from the page layout and add the components to the highlights panel. D. Add these fields to the page layout and add the components to the highlights panel.

What process is a use case for Visual workflow? Choose 3 answers. A. Decision-based troubleshooting for representatives. B. Field validation during case creation. C. Caller verification and creation of a new case. D. Cross-self promotions for representatives. E. Assignment of email to a case queue based on subject.

Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2). A. Is available for users in the partner portal. B. Indicates when records and lists are changed by others. C. Allows Chatter Messenger to be used between agents. D. Displays records and their related items as tabs on one screen.

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?. A. Process Builder. B. Visual Workflow. C. Lightning Knowledge. D. Macros.

Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires 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?. A. Kanban. B. Agile. C. Force.com IDE. D. Waterfall.

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. A. Case closure rules on the original case. B. Visibility and access to the work order records. C. Work order and customer contact escalation requirements. D. Total number of account and contact records in the database. E. Account team relationship to the primary contact.

Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?. A. Knowledge articles attached to the case. B. Contract details related to the entitlement. C. Products and assets associated to the case. D. Articles appearing in the Knowledge sidebar.

Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers. A. Data Categories and Article Types. B. Service Console Profile Assignments. C. Data Categories and Article Actions. D. Service Console Knowledge Components.

The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks. Which feature should a Consultant implement to address this concern?. A. Collapsible Sidebar Components. B. Configure Macros. C. Console Keyboard Shortcuts. D. Multiple Monitors Components.

Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this. Which solution should a Consultant recommend?. A. RESTful services with GET, POST, or PUT. B. Schedule batch Apex processing job. C. Visualforce page APEX SOAP async callout. D. Workflow-driven outbound messaging.