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NEW QUESTION 74
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
Answer: C
NEW QUESTION 75
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?
- A. Manual configuration
- B. Change Sets
- C. Mass Transfer Records
- D. Data Loader
Answer: B
NEW QUESTION 76
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. Prepare, Plan, Validate, Execute, Test
- C. Plan, Prepare, Test, Execute, Validate
- D. Plan, Prepare, Validate, Execute, Test
Answer: D
NEW QUESTION 77
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Utilize an AppExchange package to handle customer surveys
- B. Create a validation rule for case survey email templates
- C. Enable the case survey object for the customer portal
- D. Modify the user interface settings for the case survey sidebar
Answer: A
NEW QUESTION 78
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts.
Which feature will help the support agent send this question to the right group of people?
Choose one answer
- A. Chatter groups
- B. Public groups
- C. Escalation rule
- D. Mass email
Answer: A
NEW QUESTION 79
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 service cloud console to support all channel groupings.
- D. Create a unique case page layout for each channel grouping.
Answer: D
NEW QUESTION 80
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement
- A. Set the visibility to the data categories
- B. Enable suggested artciels in the community
- C. Utilize topic tags for each product type
- D. Define article types with sharing settings
Answer: C
NEW QUESTION 81
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
- B. Create an API integration between Salesforce and the telephony system.
- C. Implement an on demand telephony solution provided by a vendor.
- D. Use a computer telephony integration (CTI) adapter that supports its telephony system.
Answer: D
NEW QUESTION 82
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
- A. Set the final approval action to "Lock the record for editing".
- B. Agents must click Publish after the Approval Process.
- C. The Approval Process will automatically Publish.
- D. Approve articles from the Knowledge approval page to Publish.
Answer: B
NEW QUESTION 83
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign user to public group with access to the service console app
- B. Assign users a sharing rule with access to the service console app
- C. Assign users a permission with access to the service console app
- D. Assign users a profile with access to the service console app
Answer: C,D
NEW QUESTION 84
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers
- A. Report on the articles attached to cases
- B. Report on the articles followed in Chatter
- C. Report on agent ratings on articles
- D. Report on agent feedback on articles
Answer: A,C
NEW QUESTION 85
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 Queues.
- D. Configure Case Assignment Rules to use Users.
Answer: A
NEW QUESTION 86
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. Add Data Category Groups.
- B. Create Article Translation.
- C. Create Synonym Groups.
- D. Enable Suggested Articles.
Answer: D
NEW QUESTION 87
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
- A. Predictive dialer for outbound calls
- B. Visibility into service entitlements
- C. Mobile access to case information
- D. Chatter groups for customer
Answer: B,C
NEW QUESTION 88
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. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
- B. 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.
- C. Use case auto-response rules to send an email to support managers within one hour of case creation.
- D. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
Answer: A
NEW QUESTION 89
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. A third -party mobile application platform
- B. A knowledge management system
- C. An enterprise resource planning system
- D. A workforce management system
Answer: C
NEW QUESTION 90
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
- A. Implement Customer Communities with Content.
- B. Implement Partner Communities with Knowledge.
- C. Implement Employee Communities with Content.
- D. Implement Customer Communities with Knowledge.
Answer: D
NEW QUESTION 91
Using Import Wizard, how many Asset records can you import at a time?
- A. 0
- B. 1
- C. 50,000
- D. 100,000
- E. You cannot import Assets via Import Wizard
Answer: E
NEW QUESTION 92
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. Create a Report of all active Entitlements grouped by Customers.
- B. Configure Assignment Rules based on Case Priority.
- C. Configure Success, Warning, and Violation Actions for Milestones.
- D. Add the Entitlements related list to the Account Page Layout.
Answer: B,D
NEW QUESTION 93
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
- A. Email to care with Site
- B. On-demand email to case
- C. Email to case with web to case
- D. On-demand email to case with sites
Answer: C
NEW QUESTION 94
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
- A. Lightning Flow for service
- B. Path for Cases
- C. Interaction Log
- D. Lightning Process Builder
Answer: A,C
NEW QUESTION 95
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
- A. Open CTI
- B. Macros
- C. Local Presence
- D. Lightning Dialer
Answer: D
NEW QUESTION 96
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for 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. Omni-Channel routing
- D. Web-to-Case forms
Answer: A
NEW QUESTION 97
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