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The Universal Containers sales team has been sosuccessful 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?
A . Limit Customers to 5 Cases per day.
B . Provide a self-help Customer Community.
C . Add more support phone lines.
D . Ask sales reps to respond to support Cases.
Answer: B
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered? Choose 3 answers
A . Attachments and .html files in Classic Knowledge are moved to the Files object.
B . Visualforce pages refer to Classic article types.
C . Each article must be associated to a record type.
D . Approval process history migrate to Lightning Knowledge.
E . Article numbers change during migration.
Answer: A,C,D
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?
A . Add the entitlement related list to account page layouts.
B . Add the entitlement lookup field to case page layouts.
C . Add a Validation Rule that ensures each Case has an entitlement.
D . Add a Validation Rule that ensures each Account has an entitlement.
Answer: A
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?
A . Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
B . 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.
C . Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
D . 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 forimport.
Answer: D
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
Answer: B, D
Which solution should a consultant recommend?
A . Enable the knowledge sidebar related list on the case page layout.
B . Create a visual force page called knowledge sidebar on the case page layout.
C . Enable the knowledge sidebar setting in the case support settings.
D . Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
E . Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
Answer: D
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
A . The report chart is added to the Page Layout.
B . The report is shared with a Chatter Group.
C . The report is a Summary or Matrix report.
D . The report contains a chart.
E . The report hasa standard Report Type.
Answer: C,D
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
A . Replaces the need for an email channel
B . Eliminates tracking of customer entitlements
C . Uncovers gaps in the knowledge base
D . Reduces incoming call volume
Answer: C,D
Universal Containers wants to letits 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
Answer: B
Which method can be used to route cases from social channels?
A . use Twitter-to-case and add workflow rules to the case object.
B . Enable Social Customer Service and add assignment rules to the case object.
C . Enable Social Network Profile and add workflow rules to the contact object.
D . Enable Social Network Profile and add assignment rules to the case object.
Answer: B