Service Cloud Consultant

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

View Answer

Answer: A,B

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.

View Answer

Answer: C

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?
A . Create a bucket field on a report to calculate the percentage of escalated cases
B . Create a case report with a custom summary formula to calculate the percentage of escalated cases
C . Create a formula field on the case record to calculate percentage of escalated cases
D . Create a daily snapshot report of all cases and calculate percentage of escalated cases

View Answer

Answer: B

A contact center manager wants to measure the impact of a new customer care program.

What can be used to measure an increase in customer satisfaction? Choose 2 answers.
A . Service level agreement
B . First call resolution
C . Average handle time
D . Customer satisfaction survey

View Answer

Answer: B,D

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

View Answer

Answer: D

Universal Containers wants to measure the efficiency of its contact center .

Which three metrics should the contact center manager analyze? Choose 3 answers
A . Number of open cases per day
B . Number of new customers added
C . Number of closed cases on first call
D . Average number of days to close cases
E . Number of cases escalated

View Answer

Answer: A,D,E

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.

View Answer

Answer: A

Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case .

How should this requirement be met?
A . Create a custom related list on the case.
B . Create a custom view on the Case tab.
C . Create a custom Visualforce page.
D . Create a custom report.

View Answer

Answer: C

Universal Containers’ support management team has noticed an increase in wait times over the last several months when customers call in for support .

Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
A . Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
B . Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
C . Set up analytical snapshots to capture key case information and create historical trending reports.
D . Set up a Salesforce Customer Community that will allow customers to create cases online.

View Answer

Answer: A,D

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

View Answer

Answer: A,B