Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
- A . Configure Process Builder
- B . Activate a Validation Rule
- C . Define Case Escalation Rules
- D . Create a Case Macro
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 . CTI Adapter configuration
- B . Lightning Console enablement
- C . Call Center Definition File creation
- D . Service Console case creation configuration
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?
- A . Omni-Channel
- B . Entitlements
- C . Case Escalation
- D . Case Milestones
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management? Choose 2 answers
- A . Number of cases closed by self-service users.
- B . Average call handle time by team.
- C . Number of Knowledge articles created each month.
- D . Number of cases created using Communities by month.
Which three are characteristics of Visual Workflow? Choose 3 answers
- A . Apex code must be used to update fields in the database.
- B . Elements can be used to pass data to legacy systems.
- C . Apex code must be used to pass data to legacy systems.
- D . Only one version of a flow can be activated at a time.
- E . Elements can be used to update fields in the database.
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
- A . Knowledge search query with no results.
- B . Knowledge articles with the lowest rating.
- C . Number of knowledge articles in each data category.
- D . Knowledge articles created by call center agents.
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 case teams to monitor cases.
- B . Use Process Builder for notifications and account teams to monitor cases.
- C . Use escalation rules for notifications and account teams to monitor cases.
- D . Use escalation rules for notifications and case teams to monitor cases.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
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 . Number of calls offered
- B . Agent utilization
- C . Quality monitoring score
- D . Schedule adherence
Universal Containers (UC) wants to schedule for repair service 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?
- A . omni Channel
- B . Contact Request
- C . Field Service
- D . Mobile Connect
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?
- A . Define case auto-response rules.
- B . Estabalish case assignment rules.
- C . Use Flow Builder to create a flow with scheduled path.
- D . Configure case escalation 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 . Push Notifications
- B . Case Feed
- C . Omni-channel Supervisor
- D . Next Best Actions
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
- A . Customer community
- B . Knowledge base
- C . Service cloud console
- D . Automatic call distribution
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?
- A . Social Persona for Twitter and Facebook.
- B . Social Media Marketing message tagging.
- C . Social Customer Service for Twitter and Facebook.
- D . Einstein Bot social queues.
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
- A . Create Synonym Groups.
- B . Create Article Translation.
- C . Enable Suggested Articles.
- D . Add Data Category Groups.
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?
- A . Change the org-wide default for cases and contacts internal access to private.
- B . Update the case assignment rule to add the site member to the predefined case team.
- C . Create a sharing rule to share the contact record with the site member.
- D . Set up a sharing set to grant access based on the site member’s contact record.
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A . Select two Twitter or Facebook accounts.
- B . Create and assign permission sets to give agents social account access.
- C . Retrieve Social Studio credentials.
- D . Enable the Moderation feature to automatically create cases from posts.
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 . Contact Salesforce to send a report on article efficacy.
- B . Send out a monthly survey to customers requesting feedback.
- C . Install Knowledge Base Dashboards and Reports AppExchange package.
- D . Create a group of super users that will evaluate and manage articles.
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement.
Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A . Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- B . Create a central "Contact Us" page which provides access to all available channels.
- C . Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- D . Optimize the customer community for mobile devices to have access to the same support as desktops.
- E . Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A . Configure Case Escalation Rules.
- B . Define Entitlement and Milestones.
- C . Use Process Builder with Scheduled Actions
- D . Enable Omni-Channel Routing.
Milestones can be added to which three object types? Choose 3 Answers
- A . Work order
- B . Case
- C . Service
- D . Entitlement
- E . Account
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 . Omni-Channel
- B . Publisher Actions
- C . Macros
- D . Quick Text
- E . Chatter
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
- A . Allow Comments on Knowledge articles.
- B . Implement Case Assignment Rules.
- C . Enable Chat in an Experience Cloud site.
- D . Create a self-service Help Center.
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
- A . Service Cloud Portal
- B . Customer Community Login
- C . High Volume Customer Portal
- D . Partner Community Login
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing.
What required step Should a consultant address before configuring Omni Channel?
- A . Customize service channel settings to define how the organization receives work from various
- B . Create a Salesforce Case to have Omni-Channel enabled.
- C . Create the necessary objects in Salesforce.
- D . From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A . Add the Knowledge related list to the Case record page.
- B . Add the Knowledge tab to the Service Console.
- C . Add Knowledge Data Categories to each Case.
- D . Add the Knowledge Component to the Case record page.
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 Escalation
- D . Case Assignment
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A . The Customer is shown the new Rep’s name
- B . Both Service Reps can chat with the customer
- C . The chat transcripts and case are transferred
- D . The Customer doesn’t know they were transferred
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?
- A . Web-to-Case
- B . Outlook Integration
- C . Email-to-Case
- D . On-Demand Email-to-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?
- A . Visual Studio Code and change sets
- B . Mass Transfer Records, change sets, and Visual Studio Code
- C . Visual Workflow, data loader, and Force.com IDE
- D . Data loader, change sets, and Force.com Excel Connector
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?
- A . Create Knowledge Articles and publish internally and publicly.
- B . Configure IVR routing to bypass Tier 1 for the product line.
- C . Configure Omni-channel to assign cases directly to Tier 2.
- D . Create a dashboard to track and manage call volumes by type.
Universal Containers ‘IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A . Email-to-Case
- B . web-to-Case
- C . An AppExchange package
- D . On-Demand Email-to-Case
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?
- A . Implement Field Service Lightning.
- B . Integrate with an enterprise resource planning system.
- C . Develop and publish a knowledge management system
- D . Configure Visual Flows on Salesforce mobile.
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?
- A . Create separate data category groups for each division and assign the category to a division profile.
- B . Create a sharing rule for each division to provide access using the role hierarchy.
- C . Create a sharing rule for each division to provide access based on criteria of the article.
- D . Create a single data category group for each division and provide access using the role hierarchy.
Metrics show that Universal Containers has a high call abandonment rate.
Which two strategies should a consultant recommend? Choose 2 answers
- A . Simplify the interactive voice response (IVR) tree.
- B . Set up Email-to-Case.
- C . Use Assignment rules and case queues.
- D . Add additional agents to lower average hold time.
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?
- A . Select Flag as new version’ checkbox when publishing.
- B . Use Smart Link to Article to select the prior version.
- C . Enable Knowledge User for Service Agents.
- D . Use the Clone option to create a new article.
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?
- A . Account tabs and Cases tab
- B . Case tabs with Account subtabs
- C . Account tab with Cases related list
- D . Account tabs with Case Subtabs
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?
- A . Omni-Channel Routing
- B . Visual Remote Assistant
- C . Workforce Engagement Self Scheduling
- D . Field Service Scheduler
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A . Web-to-Case
- B . Embedded Chat Service
- C . Customer Community
- D . Case Assignment Rules
Which search mechanism should be used to find case comments from within the lightning service console?
- A . Search utility component
- B . Comment search component
- C . Comments list view
- D . Global search
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?
- A . 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.
- B . Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- C . Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D . Configure the new app in developer org and use an unmanaged package to deploy to production.
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A . Add the Knowledge Component to the Service Console.
- B . Add the Knowledge tab to the Console app.
- C . Create email templates with Knowledge Articles attached.
- D . Add the Suggested Article widget to the Case page layout.
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A . Service Console Macros
- B . Lightning Guided Engagement
- C . Path for Cases
- D . Lightning Flow Component
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A . Increased call deflection
- B . Increased call routing accuracy
- C . Reduced issue resolution time
- D . Reduced support channels
- E . Optimized use of resources
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?
- A . Create a macro to send an email with the article to the customer.
- B . Create a workflow email alert to send the article to the customer.
- C . Create an auto-response rule to send the article to the customer.
- D . Create a Lightning email template to send the article to the customer.
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 . Enable Keyboard shortcuts
- B . Define criteria-based record page components
- C . Configure Macros
- D . Create multiple Console layouts
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
- A . Create a case assignment rule to ensure cases are owned by a user when closed.
- B . Use a data tool to update the owner field on closed cases.
- C . Create a Process Builder and Flow to change the owner on closed cases.
- D . Create a case validation rule to ensure cases are owned by a user when closed.
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.
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 . Prepare, Plan, Test, Execute, Validate
- B . Plan, Prepare, Test, Execute, Validate
- C . Prepare, Plan, Validate, Execute, Test
- D . Plan, Prepare, Validate, Execute, Test
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented? Choose 2 answers
- A . Article Record Types must be created before the import.
- B . Each Article Record Type must be in a separate CSV.
- C . Article Record Types will be created as part of the import.
- D . Multiple Article Record Types can be imported in the same CSV.
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
- A . Service Cloud Portal
- B . Customer Community Login
- C . High Volume Customer Portal
- D . Partner Community Login
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A . Assign a global team of experienced agents and leaders to create a common design template and report structure.
- B . Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- C . Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
- D . Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
- A . Entitlement processes, milestones, milestone actions, and entitlements
- B . Entitlement processes, contracts, contract line Items, and entitlements
- C . Entitlement processes, contract line items, milestones, and entitlements
- D . Entitlement processes, contracts, milestones, and milestone actions
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
- A . Omni-Channel
- B . Page Layouts
- C . Record Types
- D . Support Processes
- E . Article Types
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
- A . On a utility bar of the Lightning App
- B . On a record Highlights Panel
- C . On a record Activity Feed list
- D . On the Calendar right hand panel
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?
- A . Define Case Auto-Response Rules.
- B . Establish Case Assignment Rules.
- C . Create a Process Builder with Scheduled Actions.
- D . Configure Case Escalation Rules.
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A . Enable Work Orders.
- B . Create an Entitlement Process.
- C . Set up Milestones.
- D . Configure Service Contracts.
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 Case Assignment Rules to use Queues.
- B . Configure Omni-Channel Routing Model as Most Available.
- C . Configure Case Assignment Rules to use Users.
- D . Configure Omni-Channel Routing Model as Least Active.
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A . Approval Process that assigns an Article to a Reviewer Queue.
- B . Knowledge Action to Publish an Article once the Article is approved.
- C . Validation Rules for article record types to verify all fields during creation.
- D . Data Category to assign an article record type to a Reviewer.
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method 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?
- A . On-Demand Email-to-case
- B . Standard email to case
- C . Web to case forms
- D . Omni channel routing
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable.
Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A . All open Cases by Priority
- B . All open cases by Channel
- C . All Cases closed Month-to-date
- D . Case resolution time
- E . All Cases by Customer
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?
- A . Create a report using the Case Lifecyle report type
- B . Create a report using the Case age report type
- C . Create a report using the Case snapshot report type
- D . Create a report using the Case historical trending report type
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 . Enable Omni-Channel Case assignment
- B . Define separate Record Types for Tier 1 and Tier 2
- C . Implement Lightning Guided Engagement
- D . Configure a Visual Flow Troubleshooting Action
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ….
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.
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer’s email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
- A . Use a global quick action to capture details.
- B . Use an auto-launched flow to capture details.
- C . Use a new customer Path on Contact to capture details.
- D . Use Open CTI with Pop to flow to capture details.
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?
- A . Lookup Filter
- B . Auto-Add Milestones
- C . Cross-Object Formula
- D . Approval Process
Universal Containers is preparing to implement Service Cloud for its global Support team.
Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A . Prioritize the requirements based on who submitted them.
- B . Identify the requirements needed for initial GoLive.
- C . Provide a timeline that addresses all the requirements.
- D . Organize the requirements from largest to smallest.
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 . Customer Purchase History
- C . Customer Support Requests
- D . Net promoter Score
- E . Service Level Agreement
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
- A . Enable article customization for open cases.
- B . Enable agents to create their own personal articles.
- C . Enable suggested articles on new cases.
- D . Enable article submission during case close.
- E . Create an email template to send articles as PDF attachments.
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?
- A . Knowledge One with Article Recommendations
- B . Experience Cloud with self-support
- C . Omni-Channel with Skills-Based Routing.
- D . Live Agent and Live Message
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A . Configure Lightning Guided Engagement.
- B . Configure a Live Chat Validation Rule.
- C . Customize the Pre-chat form.
- D . Customize the Lightning Console chat page.