Universal Containers: Improving Customer Service with Salesforce, Exams of Advanced Education

Download Universal Containers: Improving Customer Service with Salesforce and more Exams Advanced Education in PDF only on Docsity! Salesforce Service Cloud Exam bank questions and answers 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. - CORRECT ANSWER Answer: C The Universal Containers sales team has been so successful 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. - CORRECT ANSWER Answer: B 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. - CORRECT ANSWER Answer: A, B 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 - CORRECT ANSWER Answer: C 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. - CORRECT ANSWER Answer: A, B, D Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in theday.What configuration should a consultant recommend? A. Keep all open in tabs. B. Use a second Console session. C. Define a custom List View. D. Add History to the Utility bar. - CORRECT ANSWER Answer: D How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console? A. Omni-Channel Utility Component B. Cases report sorted by Rep and Case Owner A. Salesforce Console B. Entitlements and Milestones C. Case Escalation D. Case Assignment - CORRECT ANSWER Answer: B 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. - CORRECT ANSWER Answer: B,C 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 - CORRECT ANSWER Answer: C 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 aretransferred D. The Customer doesn't know they were transferred - CORRECT ANSWER Answer: A, C Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.How should a consultant deploy these Permission Sets to Production? A. Use a Change Set B. Manually re-create the Permission Sets C. Create an Unmanaged Package D. Publish a Managed Package - CORRECT ANSWER Answer: A 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. - CORRECT ANSWER Answer: C, D, E 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. Assignteamsineachmajorcontactcentertodesignasolutionuniquetoitsneedsandhavean analyst build a combinedreport. C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwideprocess and reporting. D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization. - CORRECT ANSWER Answer: A Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-callcapability.Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers A. Install an adapter from AppExdiange to work with third-party CTI systems. B. Enable Live Agent in their community to chat with an agent.C. AssignthecorrectSalesforceuserstotheCallCenter.D. Createasoftphonelayoutandassigntouserprofiles. E. Assign the Salesforce CTI license to Salesforceusers. - CORRECT ANSWER Answer: A, C, D 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. - CORRECT ANSWER Answer: B 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 tor Twitter and Facebook. B. Social Media Marketing message tagging. C. Social Customer Service for Twitter and Facebook. D. Einstein Bot social queues. - CORRECT ANSWER Answer: A Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.What two solutions can a consultant suggest to meet the agent's requirements?Choose 2 answers A. Add multiple ELSE IF blocks after the IF block B. Add conditional logic to the instructions D. Reduced support channelsE. Optimized use of resources - CORRECT ANSWER Answer: C, D, E 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, andentitlements D. Entitlement processes, contracts, milestones, and milestone actions - CORRECT ANSWER Answer: A 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. - CORRECT ANSWER Answer: A, D Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time. What functionality should the consultant recommend implementing to resolve this issue? A. Contact Requests B. Social Customer Service C. Embedded Chat Window D. Open CT1 - CORRECT ANSWER Answer: C 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. - CORRECT ANSWER Answer: B 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 3answers A. Replacetheexisting"ChatNow"buttonontheCustomerCommunitywithatoll-freephone 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. Optimizethecustomercommunityformobiledevicestohaveaccesstothesamesupportas desktops. E. EnablecustomerstobeemailedFAQsbyaccessingtheinteractivevoi - CORRECT ANSWER Answer: B, C, D 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 aqueue.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. - CORRECT ANSWER Answer: A, B Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend? A. Createalistviewreportthatincludesfieldsforcallcenterlocation,agent,calendarmonth,and first-call resolution. B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. C. Createajoinedreportthatincludesfieldsforcallcenterlocation,agent,calendarmonth,andfirst- call resolution. D. Createamatrixreportthatincludesfieldsforcallcenterlocation,agent,calendarmonth,andfirst- call resolution. - CORRECT ANSWER Answer: D Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.What solution should a consultant recommend? A. Field Service Lightning B. Lightning Console C. Salesforce Mobile App D. Employee Community - CORRECT ANSWER Answer: A After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.How should a consultant correct this problem A. Grant Authors access to the FAQ article type. B. Set article Org Wide Default to Public ReadWrite. C. Add Authors to the FaQ Data Category. D. Grant Authors access to the FaQ record type - CORRECT ANSWER Answer: D 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. Omni-Channel routing B. Standard Email-to-Case C. Web-to-Case forms D. On-Demand Email-to-Case - CORRECT ANSWER Answer: B Universal Containers would like for article to be different channel for social interactions. What solution should a consultant recommend? A. Set up communication channel layouts in the object manager to use Insert Article into Social post. B. Set up insert Article into Social post and enable the customer community portal. C. Create a Chatter group and invite the customer to join with an external chatter user. D. Create a Visualforce page on the customer community portal. - CORRECT ANSWER Answer: B 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. чсю.ю. D. Organize the requirements from largest tosmallest. - CORRECT ANSWER Answer: B 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. Createseparatedatacategorygroupsforeachdivisionandassignthecategorytoadivision 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. Createasingledatacategorygroupforeachdivisionandprovideaccessusingtherolehierarchy. - CORRECT ANSWER Answer: D 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. - CORRECT ANSWER Answer: B,D 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 - CORRECT ANSWER Answer: B Universal Containers has determined that case list views are slow to load because of the large number of cases in thesystem. Which two actions will improve the performance of the list views? Choose 2 answers A. Restrict visibility of the views B. Reduce the number of fields displayed C. Filter the views by case owner D. Remove filter criteria from the views - CORRECT ANSWER Answer: B,C 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 - CORRECT ANSWER Answer: B Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.How should a Consultant accomplish this? A. Standard Email-to-Case with assignment rules B. Lightning Email with web routing prioritization C. Omni-Channel with prioritized queues D. Standard Web-to-Case with assignment rules - CORRECT ANSWER Answer: A Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.Which type of Community license should be used to meet these requirements? A. Customer Community Plus B. Customer Community C. High Volume Customer Portal D. Lightning External Apps Starter - CORRECT ANSWER Answer: B 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 D. Entitlement E. Account - CORRECT ANSWER Answer: A, B, D Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.How would a Consultant address this requirement? A. Configure Case Assignment Rules B. Configure Omni-Channel with Most Available Routing C. Configure Live Agent Skills-based Routing D. Configure Omni-Channel with Least Active Routing - CORRECT ANSWER Answer: B The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles. Which solution will ensure each team sees only the relevant article type for their product? A. Create an article action for each record type and assign them to each team based on their product specialization B. Create a permission set for each record type and assign them to each team based on their product specialization C. Createapagelayoutforeacharticletypeandassignthemtoeachteambasedontheirproduct specialization D. Createadatacategoryforeachproductandassignthemtoeachteambasesontheirproduct specialization - CORRECT ANSWER Answer: D Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues? A. Omni Channel B. Process Builder Assignment C. Live Agent D. Case Assignment Rules - CORRECT ANSWER Answer: A 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 registeredcustomers 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 Partner Communities with Knowledge. B. Implement Customer Communities with Content. C. Implement Employee Communities with Content. D. Implement Customer Communities with Knowledge. - CORRECT ANSWER Answer: D 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 - CORRECT ANSWER Answer: D What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond? A. Customize the lightning console that page. B. Configure a chat validation rule .C. Customize the pre-chat form. D. Configure lightning guided engagement. - CORRECT ANSWER Answer: C Support agents need to verify that customers are eligible to receive customer support before they can update theWhich two objects are used to verify that a customer is entitled to receive support? Choose 2 answers A. Contacts B. Products C. Service contracts D. Case history - CORRECT ANSWER Answer: A, C Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend? A. Web-to-Case B. Email-to-Case C. Salesforce for Outlook D. On-Demand Email-to-Case - CORRECT ANSWER Answer: B A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.Which configuration option should be verified? A. Verify that users have access to the chat buttons. B. Verify that users are assigned the chat user profile. C. Verify that users have access to the chat public group. D. Verify that users are assigned the chat feature license. - CORRECT ANSWER Answer: D Universal containers wants to implement Omni channel within service cloud for its representatives. What is the first step required to configure Omni channel? A. Contact salesforce to have Omni channel enabled. B. Enable Omni channel in setup. A. Set up an intuitive Data Category hierarchy B. Restrict the Manage Articles user permission C. Enable and configure wildcards for article searches D. Require that an article be added when closing acase - CORRECT ANSWER Answer: A, B Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards. Which solution should a consultant recommend? A. Employee Community B. Partner Community C. Reseller Community D. Customer Community - CORRECT ANSWER Answer: B What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers A. Ensure that at least 60% of the code is covered by unit tests before deploying to production. B. Plan and communicate the deployment to all users of the organization in advance. C. Select a window of time when users will NOT be making changes to the organization. D. Ensure all users refrain from logging into production for an entire day prior to deployment. E. Migrate a test deployment to a staging environment for a smoother real-life experience. - CORRECT ANSWER Answer: B, C, E 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. Entitlements and milestones B. Case escalation C. Case assignment D. Salesforce console - CORRECT ANSWER Answer: A Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takestoo much time to end the chat and close the case.Which two features should a Consultant recommend to address this concern? Choose 2 answers A. Visual Workflow B. Lightning Guided Engagement C. Quick Text D. Macros - CORRECT ANSWER Answer: C, D How should a consultant provide suggested article functionality to lightning service console users? A. Add the suggested article widget to the case page layout. B. Add the knowledge component to the service console. C. Create email templates with knowledge articles attached. D. Add the knowledge tab to the console app. - CORRECT ANSWER Answer: B Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone? A. AsharingsettogranttheCustomerCommunityuseraccesstorecordsassociatedtotheirContact record. B. An organization-wide default of Public Read/Write on the Case object. C. AsharingruletoensurerecordaccessisgrantedbasedontheCustomerCommunityuserrole hierarchy. D. A sharing rule to ensure record access is granted based on criteria of the case. - CORRECT ANSWER Answer: D Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. Which two solutions should a consultant recommend? Choose 2 answers A. Use Lightning Connect to connect and access data in real-time from the billing system. B. ImportpaymentdataintoSalesforceandaddtothecontactpagelayoutasarelatedlist. C. Create a Visualforce page that retrieves payment information via a Web Service call-out. D. Create a custom tab of type URL that displays a search page from the billing system. - CORRECT ANSWER Answer: C, D 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. Use the files related list on each article to add files to your articles. B. Post the files to the chatter feed on each article. C. Upload the files as documents, then relate them to the migrated articles. D. Use the lightning knowledge migration tool and choose "include files". - CORRECT ANSWER Answer: A Which feature should a consultant configure to allow global service reps to call customers from within the lightning serviceconsole? A. Open CTI B. Lightning dialer C. Local presence D. Macros - CORRECT ANSWER Answer: B B. Create a report using the case snapshot report type. C. Create a report using the case age reporttype .D. Create a report using the case lifecycle report type. - CORRECT ANSWER Answer: D Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers A. Allows customers to customize their user interface B. Allows customers the ability to collaborate C. Allows customers to customize reports anddashboards D. Allows customers to search a knowledge base. - CORRECT ANSWER Answer: B,D What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers A. Evolving content-based product lifecycles B. Creating content as a result of solving issues C. Rewarding learning, collaboration, sharing and improving. D. Developing a knowledge base on the experience of anindividual - CORRECT ANSWER Answer: B,C UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured? Choose 3 answers. A. Configure workflow rules for each data category B. ConfigurearticletypesforeachkindofcontentC. Define approval processes for each article type D. Define approval processes for each product E. Configure data category values for each product - CORRECT ANSWER Answer: A, B, E Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultantrecommend? A. Activate Knowledge One within the Salesforce Console for Service. B. Create a Knowledge Visualforce component on the case detail page. C. Activate Knowledge One on the case detail page. D. Create a Knowledge Visualforce component within the Salesforce Console for Service. - CORRECT ANSWER Answer: A Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers A. Escalated cases by account month to date B. High priority cases opened by account month to date C. Time spent by account year to date D. New cases opened by the account channel - CORRECT ANSWER Answer: A, B Which solution can be used to improve call deflection? A. Knowledge base B. Community forum C. Assignment rules D. Web chatE. Case routing - CORRECT ANSWER Answer: D UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation? A. Createacasereporttoshowallcasesacrosstiersfilteredbyanescalationflag. B. Create an approval process to ensure only the appropriate cases get escalated. C. Create a case report to show the number of cases for each tier and sort them by case owner. D. Create a custom trigger to generate history when cases get escalated between tiers. - CORRECT ANSWER Answer: A Which native Service Cloud solution is used for case satisfaction surveys? A. Create a Web-to-case form with a custom case type of survey B. Enable the case survey option on the caseobject C. Enable the case survey auto-response rule D. Check the survey option in the case settings - CORRECT ANSWER Answer: A Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed? A. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue B. ConfigureSalesforceTwitterforceandworkflowrulesfornegativeproductsentimentsthat automatically create a contact and a case C. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case D. IntegrateServicecloudwithGoogleAnalyticsanduseworkflowrulesforcaseandcontactcreation based on key values - CORRECT ANSWER Answer: A KCS (knowledge centered support) what is it? Choose 2 Answers A. Standard for managing customer support and delivery B. Method for social media management C. Share knowledge with the business partners D. Process for creating and maintaining knowledge - CORRECT ANSWER Answer: C, D Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: • Monitor Facebook fan page for new posts and comments from customers • Link new posts and comments to an existing customer record • Respond to posts from the existing Salesforce Console for Service • Create and link social personas to contacts What should a consultant recommend to meet these requirements? A. Create a Lightning Platform app for Facebook monitoring. B. Enable Social Customer Service. C. Integrate Facebook to its existing Customer Community. D. Enable Salesforce social profile on contacts. - CORRECT ANSWER Answer: D Universal containers wants to provide its 20 million customers with a portal where they can: - Submit inquiries,- Monitor the status of those inquiries,- View their contact information.To meet these requirements, which type of portal license would be most appropriate for the customers? A. Customer Community B. Partner Community C. Employee Community D. Sites - CORRECT ANSWER Answer: A A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? (Choose 2) A. Hide the Article Management tab for users who should have read-only access to articles. B. Set the organization-wide default to private and create sharing rules for the FAQ article type C. Enable the Manage Articles permission for the publisher profile and assign it to users D. Create a publisher profile that includes create access on the FAQ article type. - CORRECT ANSWER Answer: C, D UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records? A. Contact list view edit time B. Contact report run time C. Contact view page load time D. Contact related list load time - CORRECT ANSWER Answer: B Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2) A. Chatter groups for customer B. Mobile access to case information C. Visibility into service entitlements D. Predictive dialer for outbound calls - CORRECT ANSWER Answer: B,C A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2answers A. Number of cases created sorted by order B. Number of cases by type by owner C. Number of cases in each status D. Number of solutions created per agent - CORRECT ANSWER Answer: A, B 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 a service cloud console to support all channel groupings. B. Create an agent profile for each channel grouping. C. Create a unique case page layout for each channel grouping. D. Create an agent role for each channel grouping. - CORRECT ANSWER Answer: C Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved? A. Customerviewofcasetab B. Custom Visual force page C. Custom report D. Custom related list - CORRECT 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 - CORRECT ANSWER Answer: B,D Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2) A. Escalation rules B. Case teams C. Workflow rules D. Auto-response rules - CORRECT ANSWER Answer: B,C 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 determine if a customer has escalated a case in the past B. Ability to specify unique service levels for each customer D. @mention the SMEs on the case Chatter feed and follow the case - CORRECT 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 - CORRECT ANSWER Answer: A, D, E Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers. A. Remove formula fields from filter criteria. B. Remove unnecessary columns from the reports. C. Remove date boundaries from filter criteria. D. Remove dashboards based on long-running reports. - CORRECT ANSWER Answer: A 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 - CORRECT ANSWER Answer: A, B Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers A. Assign the Salesforce users to the Call Center. B. Install an adapter from AppExchange to work with third-party CTI systems C. Use Apex to create an adapter to work with third-party CTI systems D. Create a SoftPhone layout and assign to user profiles E. Assign the Salesforce CTI license to Salesforce users - CORRECT ANSWER Answer: A, B, D Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers. A. Integration with Field service teams and apps B. Strategies to maximize call deflection C. Performance for high volume of interactions D. Integration with Lead Generation team and apps - CORRECT ANSWER Answer: C, D 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.Createacasereportwithacustomsummaryformulatocalculatethepercentageofescalated 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 - CORRECT ANSWER Answer: B 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 is an intermediary between a telephony system and a Salesforce CRM call center user C. It utilizes the SoftPhone capability from within the Salesforce application D. It allows voicemails to be captured and stored as attachments on cases - CORRECT ANSWER Answer: B,C At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling ofthese cases? A. Build a repository of Knowledge articles related to integration and share it with the customer. B. Enable Chatter case feed and add product development team members to the case team. C. Create a related child case and assign the child case to the product development team. D. Create a private Chatter group with customers and invite key individuals to join the group. - CORRECT ANSWER Answer: D 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. - CORRECT ANSWER Answer: A Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution? A. An outbound message to a middleware platform to provide map details B. A mashup integration on the Account page to a third-party mapping service C. A Web Service call- out that retrieves map details from the backend system D. A custom tab of type URL that displays a map image of customer location - CORRECT ANSWER Answer: B B. Computer Telephone Integration C. Social Customer Service D. Live Agent - CORRECT ANSWER Answer: C, D Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers A. Use a community template to set up their customer community. B. Enable web -to -case on their public website. C. Enable Live Agent in their community to chat with an agent. D. Add the Question action to Chatter in the community publisher. - CORRECT ANSWER Answer: A, D The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve thismetric? A. Skills -based routing B. Private branch exchange C. Workforce management D. Interactive voice response - CORRECT ANSWER Answer: A Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers A. Email Alert B. Email Relay C. Email Template D. Assignment Rule E. Workfl - CORRECT ANSWER Answer: A, C, E A company frequently has issues with customers that need complex, hands-on technical supportwith high-priority issues in difficult-to-visit locales.What should be recommended for reliable, real-time support to customers with these restrictions? A. Customer Community B. Field Service Lightning C. SOS Video Chat D. Salesforce Knowledge - CORRECT ANSWER Answer: C 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 Tier2. D. Create a dashboard to track and manage call volumes by type. - CORRECT ANSWER Answer: A The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this? A. Case Auto -Response Rules B. Omni -Channel C. Case Assignment Rules D. Visual Workflow - CORRECT ANSWER Answer: B Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend? A. Implement an adapter using the Telephony API. B. Move to a cloud -based telephony system. C. Implement an adapter built on Open CTI. D. Build an adapter using the telephony vendor's toolkit. - CORRECT ANSWER Answer: C 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.ThereportissharedwithaChatterGroupC.ThereportisaSummaryorMatrixreport.D. The report contains a chart. E. The report has a standardReport Type. - CORRECT ANSWER Answer: C, D A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend? A. Define Article Types with Public Sharing Settings. B. Define Data Categories with Custom Visibility. C. Define Topics for each Knowledge article. D. Define a Custom Field to identify the Subject. - CORRECT ANSWER Answer: C Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs). Which two approaches can be used to accomplish this goal? Choose 2 answers A. Representing metrics such as first-response and resolution time on cases B. Monitoring the case escalation rule queue to confirm service levels are met C. Identifying the customer contact associated with a particular stage of a service contract Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data. Which three Sandbox types can be used to accomplish this? A. Partial Copy Sandbox B. Administrator Sandbox C. Developer Pro Sandbox D. Full Sandbox - CORRECT ANSWER Answer: A, C, D The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for thesecases? A. Implement Quick Text B. Enable the Support Process for default email templates C. Implement Macros D. Implement Email-To-Case E. Enable the support setting for default email templates - CORRECT ANSWER Answer: A, C, E 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. Grant managers the Manage Salesforce Knowledge permission. B. Create at least two different data categories. C. Create at least two different article types. D. Create at least two differentapproval processes. E. Grant managers the Manage Data Categories permission. - CORRECT ANSWER Answer: A, C, D Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze? Choose 2 answers A. High priority cases opened by account month-to-date B. Time spent by account year-to-date C. Escalated cases by account month-to-date D. New cases opened by account channe - CORRECT ANSWER Answer: A, C What statement is true about the Salesforce Knowledge article lifecycle? A. Approval process CANNOT allow publishing of articles that have specific validation statuses B. Article permission sets allow agents to participate in the article publishing process C. Articles CANNOT be published until they are reviewed and validated by a qualified author D. Knowledge uses public groups as a way to assign users to specific tasks related to articles - CORRECT ANSWER Answer: B Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases. Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers? A. Configure the Case highlights panel B. Add a Visualforce page to the Case layout C. Create Salesforce Classic Quick Action D. Configure Case Feed page layouts - CORRECT ANSWER Answer: D Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue? A. Insert a reference Thread ID in the email subject template B. Use Omni-Channel to automatically route inbound email C. Assign a user to manually manage incoming email D. Convert to an On-Demand Email-to-Case setup - CORRECT ANSWER Answer: A Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2answers A. Ensure each laptop has a modern browser installed. B. Coach users on minimizing open console tabs. C. Allow the user to log into Live Agent from multiple browsers. D. Add additional components to the Lightning console. - CORRECT ANSWER Answer: A, B Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers A. Enable templates for written responses. B. Increase the number of agents. C. Improve the agent interface. D. Employ surveys to confirm customer satisfaction. - CORRECT ANSWER Answer: A, D Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose 2 answers A. Data Category to assign an Article Type to a Reviewer B. Validation Rules for Article Types to verify all fields during creation In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit. What should a Consultant recommend to support this exercise? A. Allow the exercise to be done in a Production instance B. Use a Full copy sandbox for the DR exercise C. Use a Partial sandbox for the DR exercise D. Use a Develope - CORRECT ANSWER Answer: B Which three processes are uses case for Visual Workflow? Choose 3 answers A. Cross-sell promotions for agents B. Decision-based troubleshooting for agents C. Assignment of email to a case queue based onsubject D. Caller verification and creation of a new case E. Field validation during case creation - CORRECT ANSWER The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers A. Create a case queue for all created or updated cases. B. Create a case report that displays all created or updated cases. C. Create an email alert notification for Case Teams. D. Create a case list view that is filtered by My Case Teams. - CORRECT ANSWER Answer: A, C Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated. Which statement is true about migrating images into Salesforce Knowledge? A. Ensure that each image does NOT exceed the maximum of 25 MB B.UploadtheimagesintoSalesforcepriortoimportingthearticles C.Convertallimagesto.jpeg,asthisistheonlysupportedfiletype D. Include images in an .html file using the image tag and src attribute - CORRECT ANSWER Answer: D 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. Service Console Knowledge Components B. Service Console Profile Assignments C. Data Categories and Article Actions D. Data Categories and Article Types - CORRECT ANSWER Answer: A, D Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers A. Salesforce Knowledgebase B. Chatter GroupsC. Field Service LightningD. Service Cloud SOS - CORRECT ANSWER Answer: C, D The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.Which two solutions should a Consultant recommend? Choose 2 answers A. Knowledge Base B. Customer Community C. Automatic Call Distribution D. Service Cloud Console - CORRECT ANSWER Answer: A, B A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate? A. Last modified date and frequent search terms B. Last modified date and number of recent article views C. Original creation date and average rating of articles D. Original creation date and total number of article views - CORRECT ANSWER Answer: B Milestones can be added to which three Object types? Choose 3 answers A. Entitlement B. Work Order C. Service D. Case E. Account - CORRECT ANSWER Answer: A, B, D What are two design considerations for a Live Agent implementation? Choose 2 answers A. Chat Visitor Browser B. Chat Window Title C. Chat Character Limit D. Idle Connection Timeout - CORRECT ANSWER Answer: A, D Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning ServiceConsole? A. Open CTI B. Macros A. Omni-channel Skills-based routing B. Live Agent Queue-based routing C. Omni-channel Queue-based routing D. Case Skills-based Assignment Rules - CORRECT ANSWER Answer: B 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. Lightning Knowledge C. Macros D. Visual Workflow - CORRECT ANSWER Answer: A Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement? A. Create a Dashboard for each Region. B. Create a single Dashboard with a Region filter. C. Create a Dashboard for each CaseTeam. D. Create a single Dashboard with a Case Team filter. - CORRECT ANSWER Answer: B Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting? A. Service Console Macros B. Lightning Guided Engagement C. Path for Cases D. Lightning Flow Component - CORRECT ANSWER Answer: B A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.Which methodology should the Consultant recommend to meet the given requirements? A. Kanban B. Lightning Platform C. Agile D. Waterfall - CORRECT ANSWER Answer: C Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below: Support attachments up to 30 MB perinquiry Over 10,000 inquiries per day What solution should a consultant recommend to meet these requirements? A. Emall-to-Case B. Customer Chatter groups C. Web-to-Case D. On-Demand Email-to-Case - CORRECT ANSWER Answer: A Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge? Choose 2 answers A. Remove Apex code references to the Article RecordType field. B. Configure the Visualforce page to use the Lightning Design System. C. Rename the Visualforce page to "Lightning Knowledge" D. Remove Apex code references to the ArticleTypefield. - CORRECT ANSWER Answer: B,C A company receives support requests through a variety of email addresses and web forms for different parts of thebusiness.Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives? A. Case Assignment Rules, Queues, Chatter Groups, Live Agent B. Case Assignment Rules, Queues, Public Groups, Omni-Channel C. Escalation Rules, Queues, Chatter Groups, Omni-Channel D. Escalation Rules, Queues, Public Groups, Live Agent - CORRECT ANSWER Answer: B A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue? A.Adjustthedatesintheprojectplantoaccountfortheadditionalrequirementsandcommunicate the new timeline. B. Add development resources to the project team to build out the additional requirements. C.Adjusttheprojectscopetoaccommodatenewrequirementsandcontinuewiththeoriginal project schedule D. Document the requirements gap and communicate development options to the project team - CORRECT ANSWER Answer: D A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3) A. Create the data categories and set up the data category values. B. Set up a zip file that contains the CSV, HTML, and image files. C. Create the custom fields for the slide type D. Set up the article actions and assign publishers to each action E. Set the publication status of the article tame to draft status - CORRECT ANSWER Answer: A, B, D E. Update case assignment rules to route more cases to Agent A - CORRECT ANSWER Answer: A, C, D 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? A. Mass Email B. Chatter Groups C. Public Groups D. Escalation Rules - CORRECT ANSWER Answer: B All of the following objects may have a queue EXCEPT: A. Accounts B. Cases C. Leads D. Custom Objects - CORRECT ANSWER Answer: A An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers: A. Mix telephony interactions with email and chat B. Extend benefits to part-time agents C. Provide additional training on tools and process D. Allow shift trading between agents - CORRECT ANSWER Answer: B,D Auto Response rules work on which objects? A. Leads and Cases B. Leads and accounts C. Accounts and Opportunity D. Accounts and Cases - CORRECT ANSWER Answer: A Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions? A. Reads the case B. Adds a related comment to the case C. Adds an activity or sends an email from the case record D. Edits the case E. All of the above - CORRECT ANSWER Answer: D Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2) A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect) B. Use Web Services API to integrate the external database with Salesforce C. Create a custom product bug object and import data into Salesforce D. Use Bulk API to load the product bug data into Salesforce - CORRECT ANSWER Answer: A, B For which purpose should a contact center use Visual Flow? A. To assign follow-up tasks to an agent one week after a case is closed. B. To automatically assign cases to a specific queue based on the customer support level C. To escalate to the support manager if it has been open for more than 72 hours D. To automate business processes for agents who troubleshoot customer support issues via phone - CORRECT ANSWER Answer: D From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers) A. They are members of that Queue B. They have a Contact Manager Profile C. If the OWD for sharing cases is Public Read/Write/Transfer D. They are higher in the Role Hierarchy than a Queue Member E. All of the above - CORRECT ANSWER Answer: A, D If you delete a case, which two also get deleted? (Choose two answers) A. Account B. Solution C. Event D. Attachments - CORRECT ANSWER Answer: C, D In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers A. Use Visualforce to create a wizard for each process B. Organize the fields on the page layout to match each process C. Use Visual Workflow to streamline the process D. Create a custom object for each step in the process - CORRECT ANSWER Answer: B,C Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.How should the requirement be met? A. Create a custom report B. Create a custom related list on thecase C. Create a custom view on the Case tab D. Create a custom Visualforce page - CORRECT ANSWER Answer: B Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listedbelow.* Agent users in Canada can only view articles pertaining to Canadian products* AgentusersintheUScanonlyviewarticlespertainingtoUS-basedproducts. How should article visibility be configured to enforce the compliance rules? A. Create geography-based roles to restrict access using data categories B. Create geography-based profiles to restrict access by mapping article types C. Create geography-based profiles to restrict access using data categories D. Create geography-based roles to restrict access by mapping article types - CORRECT ANSWER Answer: A Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers. A. Create three article types for each product area (Personal Banking, Mortgage, CD). B. Create three data categories for each product area (Personal Banking, Mortgage, CD). C. Create two data categories to display information (Question/Answer, Product Info). D. Create two article types to display information (Question/Answer, Product Info). - CORRECT ANSWER Answer: B,D Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first - call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers. A. Reduce the cost per call B. Train support agents C. Align agent performance goals with KPIs D. Hire additional support agents - CORRECT ANSWER Answer: B,C Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.What is the best solution? A. Create multiple agent console applications and configure the Iayout based on the user's requirements. B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements. C. Create case page layouts for each interaction channel and assign them to different agent profiles. D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need. - CORRECT ANSWER Answer: B Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2) A. First call resolution B. Average handle time C. Upsell percentage D. Customer retention - CORRECT ANSWER Answer: A, B Which task should be included in a business continuity plan for a contact center? Choose 3 answers. A. Route cases to agents in an alternate center. B. Disable the Interactive Voice Response (IVR) system. C. Deliver training on case handling for contingentstaff. D. Update the case status field values. E. Monitor service level agreements (SLAs) and notify customers. - CORRECT ANSWER Answer: A, C, E Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites? A. Telephony B. Order Fulfillment C. Enterprise Resource Planning (ERP) D. Marketing - CORRECT ANSWER Answer: B Which support channel requires the smallest amount of agent work time? A. Web to case B. Email to case C. Web self service D. Chat - CORRECT ANSWER Answer: C Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2) A. Map articles with HTML sections to rich text area fields B. UsechangesetstoimportdatacategoriesC. Createaseparate.csvforeacharticletype D. Use the data loader to import unstructuredarticles - CORRECT ANSWER Answer: A, D Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers A. Itactsasanintermediarybetweentelephonysystems,thesalesforceCallCenterapplication,and Salesforce user interface B. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files D. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange E. It does NOT require a software install for each call center user on a Windows-based PC. - CORRECT ANSWER Answer: A, C, D Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers A. Answers can be exposed to partner portal users Which application will allow a client to enable Ideas on a public website? A. Partner portal B. Self-service portal C. Sites D. Customer portal - CORRECT ANSWER Answer: C When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers. A. Case queues B. Case custom reports C. Case assignment rules D. Case dashboards - CORRECT ANSWER Answer: A, C When a Self Service Portal User adds a Case Comment the following actions take place: A. An email is automatically sent to the case owner B. A Workflow rules is activated C. An Assignment Rule is Activated D. None of the above - CORRECT ANSWER Answer: A What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2) A. Increase the Call-to-Order ratio B. Use integrated voice response C. Bypass entitlement verification D. Use suggested Knowledge articles - CORRECT ANSWER Answer: B,D What process is a use case for Visual workflow? Choose 3 answers A. Field validation during case creation B. Cross-self promotions for representatives C. Assignment of email to a case queue based onsubject D. Decision-based troubleshooting for representatives E. Caller verification and creation of a new case - CORRECT ANSWER Answer: A, D, E What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2) A. Numberofcasesescalatedbyagent B. Numberofarticlescreatedbyagent C. Number of articles attached to a case D. Number of solutions created by agent - CORRECT ANSWER Answer: B,C What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2) A. First contact resolution rate B. Number of total cases handled C. Total number of solutions created by agent D. Average number of knowledge articles published - CORRECT ANSWER Answer: A, B What is the primary function of a private branch exchange (PBX)? A. To receive multiple calls at one time B. To use speech recognition to direct calls C. To report the caller's background information D. To mate calls to differentagents - CORRECT ANSWER Answer: A Salesforce Service Cloud Exam bank questions and answers 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. - CORRECT ANSWER Answer: C The Universal Containers sales team has been so successful 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. - CORRECT ANSWER Answer: B 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. - CORRECT ANSWER Answer: A, B 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 - CORRECT ANSWER Answer: C 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. - CORRECT ANSWER Answer: A, B, D Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in theday.What configuration should a consultant recommend? A. Keep all open in tabs. B. Use a second Console session. C. Define a custom List View. D. Add History to the Utility bar. - CORRECT ANSWER Answer: D How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console? A. Omni-Channel Utility Component B. Cases report sorted by Rep and Case Owner A. Salesforce Console B. Entitlements and Milestones C. Case Escalation D. Case Assignment - CORRECT ANSWER Answer: B 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. - CORRECT ANSWER Answer: B,C 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 - CORRECT ANSWER Answer: C 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 aretransferred D. The Customer doesn't know they were transferred - CORRECT ANSWER Answer: A, C Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.How should a consultant deploy these Permission Sets to Production? A. Use a Change Set B. Manually re-create the Permission Sets C. Create an Unmanaged Package D. Publish a Managed Package - CORRECT ANSWER Answer: A 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. - CORRECT ANSWER Answer: C, D, E 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. Assignteamsineachmajorcontactcentertodesignasolutionuniquetoitsneedsandhavean analyst build a combinedreport. C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwideprocess and reporting. D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization. - CORRECT ANSWER Answer: A Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-callcapability.Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers A. Install an adapter from AppExdiange to work with third-party CTI systems. B. Enable Live Agent in their community to chat with an agent.C. AssignthecorrectSalesforceuserstotheCallCenter.D. Createasoftphonelayoutandassigntouserprofiles. E. Assign the Salesforce CTI license to Salesforceusers. - CORRECT ANSWER Answer: A, C, D 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. - CORRECT ANSWER Answer: B 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 tor Twitter and Facebook. B. Social Media Marketing message tagging. C. Social Customer Service for Twitter and Facebook. D. Einstein Bot social queues. - CORRECT ANSWER Answer: A Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.What two solutions can a consultant suggest to meet the agent's requirements?Choose 2 answers A. Add multiple ELSE IF blocks after the IF block B. Add conditional logic to the instructions D. Reduced support channelsE. Optimized use of resources - CORRECT ANSWER Answer: C, D, E 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, andentitlements D. Entitlement processes, contracts, milestones, and milestone actions - CORRECT ANSWER Answer: A 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. - CORRECT ANSWER Answer: A, D Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time. What functionality should the consultant recommend implementing to resolve this issue? A. Contact Requests B. Social Customer Service C. Embedded Chat Window D. Open CT1 - CORRECT ANSWER Answer: C 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. - CORRECT ANSWER Answer: B 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 3answers A. Replacetheexisting"ChatNow"buttonontheCustomerCommunitywithatoll-freephone 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. Optimizethecustomercommunityformobiledevicestohaveaccesstothesamesupportas desktops. E. EnablecustomerstobeemailedFAQsbyaccessingtheinteractivevoi - CORRECT ANSWER Answer: B, C, D 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 aqueue.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. - CORRECT ANSWER Answer: A, B Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend? A. Createalistviewreportthatincludesfieldsforcallcenterlocation,agent,calendarmonth,and first-call resolution. B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. C. Createajoinedreportthatincludesfieldsforcallcenterlocation,agent,calendarmonth,andfirst- call resolution. D. Createamatrixreportthatincludesfieldsforcallcenterlocation,agent,calendarmonth,andfirst- call resolution. - CORRECT ANSWER Answer: D Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.What solution should a consultant recommend? A. Field Service Lightning B. Lightning Console C. Salesforce Mobile App D. Employee Community - CORRECT ANSWER Answer: A After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.How should a consultant correct this problem A. Grant Authors access to the FAQ article type. B. Set article Org Wide Default to Public ReadWrite. C. Add Authors to the FaQ Data Category. D. Grant Authors access to the FaQ record type - CORRECT ANSWER Answer: D 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. Omni-Channel routing B. Standard Email-to-Case C. Web-to-Case forms D. On-Demand Email-to-Case - CORRECT ANSWER Answer: B Universal Containers would like for article to be different channel for social interactions. What solution should a consultant recommend? A. Set up communication channel layouts in the object manager to use Insert Article into Social post. B. Set up insert Article into Social post and enable the customer community portal. C. Create a Chatter group and invite the customer to join with an external chatter user. D. Create a Visualforce page on the customer community portal. - CORRECT ANSWER Answer: B 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. чсю.ю. D. Organize the requirements from largest tosmallest. - CORRECT ANSWER Answer: B 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. Createseparatedatacategorygroupsforeachdivisionandassignthecategorytoadivision 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. Createasingledatacategorygroupforeachdivisionandprovideaccessusingtherolehierarchy. - CORRECT ANSWER Answer: D 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. - CORRECT ANSWER Answer: B,D 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 - CORRECT ANSWER Answer: B Universal Containers has determined that case list views are slow to load because of the large number of cases in thesystem. Which two actions will improve the performance of the list views? Choose 2 answers A. Restrict visibility of the views B. Reduce the number of fields displayed C. Filter the views by case owner D. Remove filter criteria from the views - CORRECT ANSWER Answer: B,C 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 - CORRECT ANSWER Answer: B Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.How should a Consultant accomplish this? A. Standard Email-to-Case with assignment rules B. Lightning Email with web routing prioritization C. Omni-Channel with prioritized queues D. Standard Web-to-Case with assignment rules - CORRECT ANSWER Answer: A Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.Which type of Community license should be used to meet these requirements? A. Customer Community Plus B. Customer Community C. High Volume Customer Portal D. Lightning External Apps Starter - CORRECT ANSWER Answer: B 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 D. Entitlement E. Account - CORRECT ANSWER Answer: A, B, D Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.How would a Consultant address this requirement? A. Configure Case Assignment Rules B. Configure Omni-Channel with Most Available Routing C. Configure Live Agent Skills-based Routing D. Configure Omni-Channel with Least Active Routing - CORRECT ANSWER Answer: B The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles. Which solution will ensure each team sees only the relevant article type for their product? A. Create an article action for each record type and assign them to each team based on their product specialization B. Create a permission set for each record type and assign them to each team based on their product specialization C. Createapagelayoutforeacharticletypeandassignthemtoeachteambasedontheirproduct specialization D. Createadatacategoryforeachproductandassignthemtoeachteambasesontheirproduct specialization - CORRECT ANSWER Answer: D Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues? A. Omni Channel B. Process Builder Assignment C. Live Agent D. Case Assignment Rules - CORRECT ANSWER Answer: A 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 registeredcustomers 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 Partner Communities with Knowledge. B. Implement Customer Communities with Content. C. Implement Employee Communities with Content. D. Implement Customer Communities with Knowledge. - CORRECT ANSWER Answer: D 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 - CORRECT ANSWER Answer: D What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond? A. Customize the lightning console that page. B. Configure a chat validation rule .C. Customize the pre-chat form. D. Configure lightning guided engagement. - CORRECT ANSWER Answer: C Support agents need to verify that customers are eligible to receive customer support before they can update theWhich two objects are used to verify that a customer is entitled to receive support? Choose 2 answers A. Contacts B. Products C. Service contracts D. Case history - CORRECT ANSWER Answer: A, C Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend? A. Web-to-Case B. Email-to-Case C. Salesforce for Outlook D. On-Demand Email-to-Case - CORRECT ANSWER Answer: B A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.Which configuration option should be verified? A. Verify that users have access to the chat buttons. B. Verify that users are assigned the chat user profile. C. Verify that users have access to the chat public group. D. Verify that users are assigned the chat feature license. - CORRECT ANSWER Answer: D Universal containers wants to implement Omni channel within service cloud for its representatives. What is the first step required to configure Omni channel? A. Contact salesforce to have Omni channel enabled. B. Enable Omni channel in setup. A. Set up an intuitive Data Category hierarchy B. Restrict the Manage Articles user permission C. Enable and configure wildcards for article searches D. Require that an article be added when closing acase - CORRECT ANSWER Answer: A, B Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards. Which solution should a consultant recommend? A. Employee Community B. Partner Community C. Reseller Community D. Customer Community - CORRECT ANSWER Answer: B What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers A. Ensure that at least 60% of the code is covered by unit tests before deploying to production. B. Plan and communicate the deployment to all users of the organization in advance. C. Select a window of time when users will NOT be making changes to the organization. D. Ensure all users refrain from logging into production for an entire day prior to deployment. E. Migrate a test deployment to a staging environment for a smoother real-life experience. - CORRECT ANSWER Answer: B, C, E 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. Entitlements and milestones B. Case escalation C. Case assignment D. Salesforce console - CORRECT ANSWER Answer: A Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takestoo much time to end the chat and close the case.Which two features should a Consultant recommend to address this concern? Choose 2 answers A. Visual Workflow B. Lightning Guided Engagement C. Quick Text D. Macros - CORRECT ANSWER Answer: C, D How should a consultant provide suggested article functionality to lightning service console users? A. Add the suggested article widget to the case page layout. B. Add the knowledge component to the service console. C. Create email templates with knowledge articles attached. D. Add the knowledge tab to the console app. - CORRECT ANSWER Answer: B Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone? A. AsharingsettogranttheCustomerCommunityuseraccesstorecordsassociatedtotheirContact record. B. An organization-wide default of Public Read/Write on the Case object. C. AsharingruletoensurerecordaccessisgrantedbasedontheCustomerCommunityuserrole hierarchy. D. A sharing rule to ensure record access is granted based on criteria of the case. - CORRECT ANSWER Answer: D Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. Which two solutions should a consultant recommend? Choose 2 answers A. Use Lightning Connect to connect and access data in real-time from the billing system. B. ImportpaymentdataintoSalesforceandaddtothecontactpagelayoutasarelatedlist. C. Create a Visualforce page that retrieves payment information via a Web Service call-out. D. Create a custom tab of type URL that displays a search page from the billing system. - CORRECT ANSWER Answer: C, D 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. Use the files related list on each article to add files to your articles. B. Post the files to the chatter feed on each article. C. Upload the files as documents, then relate them to the migrated articles. D. Use the lightning knowledge migration tool and choose "include files". - CORRECT ANSWER Answer: A Which feature should a consultant configure to allow global service reps to call customers from within the lightning serviceconsole? A. Open CTI B. Lightning dialer C. Local presence D. Macros - CORRECT ANSWER Answer: B B. Create a report using the case snapshot report type. C. Create a report using the case age reporttype .D. Create a report using the case lifecycle report type. - CORRECT ANSWER Answer: D Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers A. Allows customers to customize their user interface B. Allows customers the ability to collaborate C. Allows customers to customize reports anddashboards D. Allows customers to search a knowledge base. - CORRECT ANSWER Answer: B,D What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers A. Evolving content-based product lifecycles B. Creating content as a result of solving issues C. Rewarding learning, collaboration, sharing and improving. D. Developing a knowledge base on the experience of anindividual - CORRECT ANSWER Answer: B,C UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured? Choose 3 answers. A. Configure workflow rules for each data category B. ConfigurearticletypesforeachkindofcontentC. Define approval processes for each article type D. Define approval processes for each product E. Configure data category values for each product - CORRECT ANSWER Answer: A, B, E Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultantrecommend? A. Activate Knowledge One within the Salesforce Console for Service. B. Create a Knowledge Visualforce component on the case detail page. C. Activate Knowledge One on the case detail page. D. Create a Knowledge Visualforce component within the Salesforce Console for Service. - CORRECT ANSWER Answer: A Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers A. Escalated cases by account month to date B. High priority cases opened by account month to date C. Time spent by account year to date D. New cases opened by the account channel - CORRECT ANSWER Answer: A, B Which solution can be used to improve call deflection? A. Knowledge base B. Community forum C. Assignment rules D. Web chatE. Case routing - CORRECT ANSWER Answer: D UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation? A. Createacasereporttoshowallcasesacrosstiersfilteredbyanescalationflag. B. Create an approval process to ensure only the appropriate cases get escalated. C. Create a case report to show the number of cases for each tier and sort them by case owner. D. Create a custom trigger to generate history when cases get escalated between tiers. - CORRECT ANSWER Answer: A Which native Service Cloud solution is used for case satisfaction surveys? A. Create a Web-to-case form with a custom case type of survey B. Enable the case survey option on the caseobject C. Enable the case survey auto-response rule D. Check the survey option in the case settings - CORRECT ANSWER Answer: A Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed? A. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue B. ConfigureSalesforceTwitterforceandworkflowrulesfornegativeproductsentimentsthat automatically create a contact and a case C. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case D. IntegrateServicecloudwithGoogleAnalyticsanduseworkflowrulesforcaseandcontactcreation based on key values - CORRECT ANSWER Answer: A KCS (knowledge centered support) what is it? Choose 2 Answers A. Standard for managing customer support and delivery B. Method for social media management C. Share knowledge with the business partners D. Process for creating and maintaining knowledge - CORRECT ANSWER Answer: C, D Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: • Monitor Facebook fan page for new posts and comments from customers • Link new posts and comments to an existing customer record • Respond to posts from the existing Salesforce Console for Service • Create and link social personas to contacts What should a consultant recommend to meet these requirements? A. Create a Lightning Platform app for Facebook monitoring. B. Enable Social Customer Service. C. Integrate Facebook to its existing Customer Community. D. Enable Salesforce social profile on contacts. - CORRECT ANSWER Answer: D Universal containers wants to provide its 20 million customers with a portal where they can: - Submit inquiries,- Monitor the status of those inquiries,- View their contact information.To meet these requirements, which type of portal license would be most appropriate for the customers? A. Customer Community B. Partner Community C. Employee Community D. Sites - CORRECT ANSWER Answer: A A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? (Choose 2) A. Hide the Article Management tab for users who should have read-only access to articles. B. Set the organization-wide default to private and create sharing rules for the FAQ article type C. Enable the Manage Articles permission for the publisher profile and assign it to users D. Create a publisher profile that includes create access on the FAQ article type. - CORRECT ANSWER Answer: C, D UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records? A. Contact list view edit time B. Contact report run time C. Contact view page load time D. Contact related list load time - CORRECT ANSWER Answer: B Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2) A. Chatter groups for customer B. Mobile access to case information C. Visibility into service entitlements D. Predictive dialer for outbound calls - CORRECT ANSWER Answer: B,C A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2answers A. Number of cases created sorted by order B. Number of cases by type by owner C. Number of cases in each status D. Number of solutions created per agent - CORRECT ANSWER Answer: A, B 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 a service cloud console to support all channel groupings. B. Create an agent profile for each channel grouping. C. Create a unique case page layout for each channel grouping. D. Create an agent role for each channel grouping. - CORRECT ANSWER Answer: C Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved? A. Customerviewofcasetab B. Custom Visual force page C. Custom report D. Custom related list - CORRECT 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 - CORRECT ANSWER Answer: B,D Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2) A. Escalation rules B. Case teams C. Workflow rules D. Auto-response rules - CORRECT ANSWER Answer: B,C 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 determine if a customer has escalated a case in the past B. Ability to specify unique service levels for each customer D. @mention the SMEs on the case Chatter feed and follow the case - CORRECT 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 - CORRECT ANSWER Answer: A, D, E Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers. A. Remove formula fields from filter criteria. B. Remove unnecessary columns from the reports. C. Remove date boundaries from filter criteria. D. Remove dashboards based on long-running reports. - CORRECT ANSWER Answer: A 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 - CORRECT ANSWER Answer: A, B Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers A. Assign the Salesforce users to the Call Center. B. Install an adapter from AppExchange to work with third-party CTI systems C. Use Apex to create an adapter to work with third-party CTI systems D. Create a SoftPhone layout and assign to user profiles E. Assign the Salesforce CTI license to Salesforce users - CORRECT ANSWER Answer: A, B, D Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers. A. Integration with Field service teams and apps B. Strategies to maximize call deflection C. Performance for high volume of interactions D. Integration with Lead Generation team and apps - CORRECT ANSWER Answer: C, D 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.Createacasereportwithacustomsummaryformulatocalculatethepercentageofescalated 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 - CORRECT ANSWER Answer: B 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 is an intermediary between a telephony system and a Salesforce CRM call center user C. It utilizes the SoftPhone capability from within the Salesforce application D. It allows voicemails to be captured and stored as attachments on cases - CORRECT ANSWER Answer: B,C At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling ofthese cases? A. Build a repository of Knowledge articles related to integration and share it with the customer. B. Enable Chatter case feed and add product development team members to the case team. C. Create a related child case and assign the child case to the product development team. D. Create a private Chatter group with customers and invite key individuals to join the group. - CORRECT ANSWER Answer: D 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. - CORRECT ANSWER Answer: A Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution? A. An outbound message to a middleware platform to provide map details B. A mashup integration on the Account page to a third-party mapping service C. A Web Service call- out that retrieves map details from the backend system D. A custom tab of type URL that displays a map image of customer location - CORRECT ANSWER Answer: B B. Computer Telephone Integration C. Social Customer Service D. Live Agent - CORRECT ANSWER Answer: C, D Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers A. Use a community template to set up their customer community. B. Enable web -to -case on their public website. C. Enable Live Agent in their community to chat with an agent. D. Add the Question action to Chatter in the community publisher. - CORRECT ANSWER Answer: A, D The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve thismetric? A. Skills -based routing B. Private branch exchange C. Workforce management D. Interactive voice response - CORRECT ANSWER Answer: A Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers A. Email Alert B. Email Relay C. Email Template D. Assignment Rule E. Workfl - CORRECT ANSWER Answer: A, C, E A company frequently has issues with customers that need complex, hands-on technical supportwith high-priority issues in difficult-to-visit locales.What should be recommended for reliable, real-time support to customers with these restrictions? A. Customer Community B. Field Service Lightning C. SOS Video Chat D. Salesforce Knowledge - CORRECT ANSWER Answer: C 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 Tier2. D. Create a dashboard to track and manage call volumes by type. - CORRECT ANSWER Answer: A The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this? A. Case Auto -Response Rules B. Omni -Channel C. Case Assignment Rules D. Visual Workflow - CORRECT ANSWER Answer: B Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend? A. Implement an adapter using the Telephony API. B. Move to a cloud -based telephony system. C. Implement an adapter built on Open CTI. D. Build an adapter using the telephony vendor's toolkit. - CORRECT ANSWER Answer: C 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.ThereportissharedwithaChatterGroupC.ThereportisaSummaryorMatrixreport.D. The report contains a chart. E. The report has a standardReport Type. - CORRECT ANSWER Answer: C, D A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend? A. Define Article Types with Public Sharing Settings. B. Define Data Categories with Custom Visibility. C. Define Topics for each Knowledge article. D. Define a Custom Field to identify the Subject. - CORRECT ANSWER Answer: C Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs). Which two approaches can be used to accomplish this goal? Choose 2 answers A. Representing metrics such as first-response and resolution time on cases B. Monitoring the case escalation rule queue to confirm service levels are met C. Identifying the customer contact associated with a particular stage of a service contract Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data. Which three Sandbox types can be used to accomplish this? A. Partial Copy Sandbox B. Administrator Sandbox C. Developer Pro Sandbox D. Full Sandbox - CORRECT ANSWER Answer: A, C, D The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for thesecases? A. Implement Quick Text B. Enable the Support Process for default email templates C. Implement Macros D. Implement Email-To-Case E. Enable the support setting for default email templates - CORRECT ANSWER Answer: A, C, E 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. Grant managers the Manage Salesforce Knowledge permission. B. Create at least two different data categories. C. Create at least two different article types. D. Create at least two differentapproval processes. E. Grant managers the Manage Data Categories permission. - CORRECT ANSWER Answer: A, C, D Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze? Choose 2 answers A. High priority cases opened by account month-to-date B. Time spent by account year-to-date C. Escalated cases by account month-to-date D. New cases opened by account channe - CORRECT ANSWER Answer: A, C What statement is true about the Salesforce Knowledge article lifecycle? A. Approval process CANNOT allow publishing of articles that have specific validation statuses B. Article permission sets allow agents to participate in the article publishing process C. Articles CANNOT be published until they are reviewed and validated by a qualified author D. Knowledge uses public groups as a way to assign users to specific tasks related to articles - CORRECT ANSWER Answer: B Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases. Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers? A. Configure the Case highlights panel B. Add a Visualforce page to the Case layout C. Create Salesforce Classic Quick Action D. Configure Case Feed page layouts - CORRECT ANSWER Answer: D Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue? A. Insert a reference Thread ID in the email subject template B. Use Omni-Channel to automatically route inbound email C. Assign a user to manually manage incoming email D. Convert to an On-Demand Email-to-Case setup - CORRECT ANSWER Answer: A Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2answers A. Ensure each laptop has a modern browser installed. B. Coach users on minimizing open console tabs. C. Allow the user to log into Live Agent from multiple browsers. D. Add additional components to the Lightning console. - CORRECT ANSWER Answer: A, B Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers A. Enable templates for written responses. B. Increase the number of agents. C. Improve the agent interface. D. Employ surveys to confirm customer satisfaction. - CORRECT ANSWER Answer: A, D Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose 2 answers A. Data Category to assign an Article Type to a Reviewer B. Validation Rules for Article Types to verify all fields during creation In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit. What should a Consultant recommend to support this exercise? A. Allow the exercise to be done in a Production instance B. Use a Full copy sandbox for the DR exercise C. Use a Partial sandbox for the DR exercise D. Use a Develope - CORRECT ANSWER Answer: B Which three processes are uses case for Visual Workflow? Choose 3 answers A. Cross-sell promotions for agents B. Decision-based troubleshooting for agents C. Assignment of email to a case queue based onsubject D. Caller verification and creation of a new case E. Field validation during case creation - CORRECT ANSWER The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers A. Create a case queue for all created or updated cases. B. Create a case report that displays all created or updated cases. C. Create an email alert notification for Case Teams. D. Create a case list view that is filtered by My Case Teams. - CORRECT ANSWER Answer: A, C Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated. Which statement is true about migrating images into Salesforce Knowledge? A. Ensure that each image does NOT exceed the maximum of 25 MB B.UploadtheimagesintoSalesforcepriortoimportingthearticles C.Convertallimagesto.jpeg,asthisistheonlysupportedfiletype D. Include images in an .html file using the image tag and src attribute - CORRECT ANSWER Answer: D 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. Service Console Knowledge Components B. Service Console Profile Assignments C. Data Categories and Article Actions D. Data Categories and Article Types - CORRECT ANSWER Answer: A, D Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers A. Salesforce Knowledgebase B. Chatter GroupsC. Field Service LightningD. Service Cloud SOS - CORRECT ANSWER Answer: C, D The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.Which two solutions should a Consultant recommend? Choose 2 answers A. Knowledge Base B. Customer Community C. Automatic Call Distribution D. Service Cloud Console - CORRECT ANSWER Answer: A, B A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate? A. Last modified date and frequent search terms B. Last modified date and number of recent article views C. Original creation date and average rating of articles D. Original creation date and total number of article views - CORRECT ANSWER Answer: B Milestones can be added to which three Object types? Choose 3 answers A. Entitlement B. Work Order C. Service D. Case E. Account - CORRECT ANSWER Answer: A, B, D What are two design considerations for a Live Agent implementation? Choose 2 answers A. Chat Visitor Browser B. Chat Window Title C. Chat Character Limit D. Idle Connection Timeout - CORRECT ANSWER Answer: A, D Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning ServiceConsole? A. Open CTI B. Macros A. Omni-channel Skills-based routing B. Live Agent Queue-based routing C. Omni-channel Queue-based routing D. Case Skills-based Assignment Rules - CORRECT ANSWER Answer: B 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. Lightning Knowledge C. Macros D. Visual Workflow - CORRECT ANSWER Answer: A Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement? A. Create a Dashboard for each Region. B. Create a single Dashboard with a Region filter. C. Create a Dashboard for each CaseTeam. D. Create a single Dashboard with a Case Team filter. - CORRECT ANSWER Answer: B Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting? A. Service Console Macros B. Lightning Guided Engagement C. Path for Cases D. Lightning Flow Component - CORRECT ANSWER Answer: B A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.Which methodology should the Consultant recommend to meet the given requirements? A. Kanban B. Lightning Platform C. Agile D. Waterfall - CORRECT ANSWER Answer: C Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below: Support attachments up to 30 MB perinquiry Over 10,000 inquiries per day What solution should a consultant recommend to meet these requirements? A. Emall-to-Case B. Customer Chatter groups C. Web-to-Case D. On-Demand Email-to-Case - CORRECT ANSWER Answer: A Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge? Choose 2 answers A. Remove Apex code references to the Article RecordType field. B. Configure the Visualforce page to use the Lightning Design System. C. Rename the Visualforce page to "Lightning Knowledge" D. Remove Apex code references to the ArticleTypefield. - CORRECT ANSWER Answer: B,C A company receives support requests through a variety of email addresses and web forms for different parts of thebusiness.Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives? A. Case Assignment Rules, Queues, Chatter Groups, Live Agent B. Case Assignment Rules, Queues, Public Groups, Omni-Channel C. Escalation Rules, Queues, Chatter Groups, Omni-Channel D. Escalation Rules, Queues, Public Groups, Live Agent - CORRECT ANSWER Answer: B A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue? A.Adjustthedatesintheprojectplantoaccountfortheadditionalrequirementsandcommunicate the new timeline. B. Add development resources to the project team to build out the additional requirements. C.Adjusttheprojectscopetoaccommodatenewrequirementsandcontinuewiththeoriginal project schedule D. Document the requirements gap and communicate development options to the project team - CORRECT ANSWER Answer: D A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3) A. Create the data categories and set up the data category values. B. Set up a zip file that contains the CSV, HTML, and image files. C. Create the custom fields for the slide type D. Set up the article actions and assign publishers to each action E. Set the publication status of the article tame to draft status - CORRECT ANSWER Answer: A, B, D E. Update case assignment rules to route more cases to Agent A - CORRECT ANSWER Answer: A, C, D 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? A. Mass Email B. Chatter Groups C. Public Groups D. Escalation Rules - CORRECT ANSWER Answer: B All of the following objects may have a queue EXCEPT: A. Accounts B. Cases C. Leads D. Custom Objects - CORRECT ANSWER Answer: A An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers: A. Mix telephony interactions with email and chat B. Extend benefits to part-time agents C. Provide additional training on tools and process D. Allow shift trading between agents - CORRECT ANSWER Answer: B,D Auto Response rules work on which objects? A. Leads and Cases B. Leads and accounts C. Accounts and Opportunity D. Accounts and Cases - CORRECT ANSWER Answer: A Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions? A. Reads the case B. Adds a related comment to the case C. Adds an activity or sends an email from the case record D. Edits the case E. All of the above - CORRECT ANSWER Answer: D Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2) A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect) B. Use Web Services API to integrate the external database with Salesforce C. Create a custom product bug object and import data into Salesforce D. Use Bulk API to load the product bug data into Salesforce - CORRECT ANSWER Answer: A, B For which purpose should a contact center use Visual Flow? A. To assign follow-up tasks to an agent one week after a case is closed. B. To automatically assign cases to a specific queue based on the customer support level C. To escalate to the support manager if it has been open for more than 72 hours D. To automate business processes for agents who troubleshoot customer support issues via phone - CORRECT ANSWER Answer: D From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers) A. They are members of that Queue B. They have a Contact Manager Profile C. If the OWD for sharing cases is Public Read/Write/Transfer D. They are higher in the Role Hierarchy than a Queue Member E. All of the above - CORRECT ANSWER Answer: A, D If you delete a case, which two also get deleted? (Choose two answers) A. Account B. Solution C. Event D. Attachments - CORRECT ANSWER Answer: C, D In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers A. Use Visualforce to create a wizard for each process B. Organize the fields on the page layout to match each process C. Use Visual Workflow to streamline the process D. Create a custom object for each step in the process - CORRECT ANSWER Answer: B,C Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.How should the requirement be met? A. Create a custom report B. Create a custom related list on thecase C. Create a custom view on the Case tab D. Create a custom Visualforce page - CORRECT ANSWER Answer: B Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listedbelow.* Agent users in Canada can only view articles pertaining to Canadian products* AgentusersintheUScanonlyviewarticlespertainingtoUS-basedproducts. How should article visibility be configured to enforce the compliance rules? A. Create geography-based roles to restrict access using data categories B. Create geography-based profiles to restrict access by mapping article types C. Create geography-based profiles to restrict access using data categories D. Create geography-based roles to restrict access by mapping article types - CORRECT ANSWER Answer: A Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers. A. Create three article types for each product area (Personal Banking, Mortgage, CD). B. Create three data categories for each product area (Personal Banking, Mortgage, CD). C. Create two data categories to display information (Question/Answer, Product Info). D. Create two article types to display information (Question/Answer, Product Info). - CORRECT ANSWER Answer: B,D Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first - call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers. A. Reduce the cost per call B. Train support agents C. Align agent performance goals with KPIs D. Hire additional support agents - CORRECT ANSWER Answer: B,C Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.What is the best solution? A. Create multiple agent console applications and configure the Iayout based on the user's requirements. B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements. C. Create case page layouts for each interaction channel and assign them to different agent profiles. D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need. - CORRECT ANSWER Answer: B Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2) A. First call resolution B. Average handle time C. Upsell percentage D. Customer retention - CORRECT ANSWER Answer: A, B Which task should be included in a business continuity plan for a contact center? Choose 3 answers. A. Route cases to agents in an alternate center. B. Disable the Interactive Voice Response (IVR) system. C. Deliver training on case handling for contingentstaff. D. Update the case status field values. E. Monitor service level agreements (SLAs) and notify customers. - CORRECT ANSWER Answer: A, C, E Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites? A. Telephony B. Order Fulfillment C. Enterprise Resource Planning (ERP) D. Marketing - CORRECT ANSWER Answer: B Which support channel requires the smallest amount of agent work time? A. Web to case B. Email to case C. Web self service D. Chat - CORRECT ANSWER Answer: C Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2) A. Map articles with HTML sections to rich text area fields B. UsechangesetstoimportdatacategoriesC. Createaseparate.csvforeacharticletype D. Use the data loader to import unstructuredarticles - CORRECT ANSWER Answer: A, D Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers A. Itactsasanintermediarybetweentelephonysystems,thesalesforceCallCenterapplication,and Salesforce user interface B. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files D. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange E. It does NOT require a software install for each call center user on a Windows-based PC. - CORRECT ANSWER Answer: A, C, D Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers A. Answers can be exposed to partner portal users Which application will allow a client to enable Ideas on a public website? A. Partner portal B. Self-service portal C. Sites D. Customer portal - CORRECT ANSWER Answer: C When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers. A. Case queues B. Case custom reports C. Case assignment rules D. Case dashboards - CORRECT ANSWER Answer: A, C When a Self Service Portal User adds a Case Comment the following actions take place: A. An email is automatically sent to the case owner B. A Workflow rules is activated C. An Assignment Rule is Activated D. None of the above - CORRECT ANSWER Answer: A What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2) A. Increase the Call-to-Order ratio B. Use integrated voice response C. Bypass entitlement verification D. Use suggested Knowledge articles - CORRECT ANSWER Answer: B,D What process is a use case for Visual workflow? Choose 3 answers A. Field validation during case creation B. Cross-self promotions for representatives C. Assignment of email to a case queue based onsubject D. Decision-based troubleshooting for representatives E. Caller verification and creation of a new case - CORRECT ANSWER Answer: A, D, E What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2) A. Numberofcasesescalatedbyagent B. Numberofarticlescreatedbyagent C. Number of articles attached to a case D. Number of solutions created by agent - CORRECT ANSWER Answer: B,C What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2) A. First contact resolution rate B. Number of total cases handled C. Total number of solutions created by agent D. Average number of knowledge articles published - CORRECT ANSWER Answer: A, B What is the primary function of a private branch exchange (PBX)? A. To receive multiple calls at one time B. To use speech recognition to direct calls C. To report the caller's background information D. To mate calls to differentagents - CORRECT ANSWER Answer: A What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers A. Highly available telecom solution B. Periodic maintenance windows C. Server hardware infrastructure rebuilds D. System software restore after anoutage - CORRECT ANSWER Answer: A, B What is a benefit of a quality monitoring system? Choose 2 answers A. Lower the average speed of answer (ASA) B. Teach new agents how to handle difficultsituations C. Enforce a consistent standard of service for customer interaction D. Capture inappropriate word usage and generate reports - CORRECT ANSWER Answer: C, D What is a benefit of a customer community? Choose 2 answers. A. Eliminates the need to track service level agreements B. Reduces incoming call volume C. Enables customers to log inquires without contacting an agent D. Eliminates the need for support agents - CORRECT ANSWER Answer: B,C What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3) A. To provide online security threat information B. To provide live and historical data on system performance C. To provide information planning planned maintenance D. To provide live support for system and data backup E. To provide best practices forcontinuity plans - CORRECT ANSWER Answer: A, B, C D. Modify the user interface settings for the case survey sidebar - CORRECT ANSWER Answer: B Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement? A. Computer Telephony Integration B. Interactive Voice Response C. Automatic Call Distribution D. Order Management System - CORRECT ANSWER Answer: B Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers. A. Enable service contracts and entitlements. B. Implement Salesforce Console for Service to support agents. C. Leverage Live Agent for web-based chat. D. Implement Salesforce Knowledge on a portal. - CORRECT ANSWER Answer: C, D Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement? A.ConfiguretheSalesforceConsoleforService,addVisualforcecomponents,andactivatethe Knowledge sidebar. B. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge C. Configure the agent console and display the articles, case view, and external system custom object D. Create a custom Visualforce page to display case list view, external system, and knowledge articles - CORRECT ANSWER Answer: A Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers A. Assign Article types to the Community B. Enable Public Solutions C. Enable Article deliveries D. Publish Articles to external channels E. Configure Content Library permission - CORRECT ANSWER Answer: A, B, D Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement? A. Assignment rules B. Validation rules C. Workflow rules D. Auto-response rules - CORRECT ANSWER Answer: C 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. Average incoming case volume B. Relationship to the primary contact C. Caseclosurerulesontheoriginalcase D. RMA and FSR escalation requirements E. Visibility and access to the RMA and FSR records - CORRECT ANSWER Answer: C, D, E Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.* Average handle time (AHT)* Adherence to service level agreements (SLAs) Which data source would Universal Containers need in order to gather this information? Choose 3 answers A. Automatic Call Distributor (ACD) B. Entitlements C. Workflow Management (WFM) D. Chat log history E. Interactive Voice Response (IVR) - CORRECT ANSWER Answer: A, C Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements? A. Allow agents to create Knowledge articles when closing acase. B. Require agents to create Knowledge articles when opening a case. C. Add the Submit Feedback button to articles. D. Add the Submit Feedback button on the Solutions tab. - CORRECT ANSWER Answer: A Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.* 2.000 agents are implemented globally 24/7 operations * Open case data will be migrated from a legacy system* New cases will be created in one system onlyWhich deployment method should be recomended? A. Migrate case data and deploy to all users at office B. Migrate agents to Force.com Connect Offline duringdeployment C. Deploy in phases using countries as pilots D. Deploy based on the number of trainers available - CORRECT ANSWER Answer: C A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use? A. Community B. EmailtoCase C. Web to Case D. On Demand Email to Case - CORRECT ANSWER Answer: B Universal Container wants to measure the efficient of its Contact Center. Which three metrics should the contact center manager analyze? A. Number of Closed cases on first call B. Average Number of days to close cases C. Number of open cases per day D. Number of cases escalated E. Number of new customers added - CORRECT ANSWER Answer: B, C, D A Global company requires public documents to be translated into multiple languages. Which implementation should the consultant recommend? A. Lightning Knowledge B. Classic Knowledge C. Salesforce Content D. Salesforce Files - CORRECT ANSWER Answer: B 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 reporttype B. Create a report using the Case age report type C. Create a report using the Case snapshot reporttype D. Create a report using the Case historical trending report type - CORRECT ANSWER Answer: A 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 permission with access to the service console app C. Assign users a sharing rule with access to the service console app D. Assign users a profile with access to the service console app - CORRECT ANSWER Answer: B,D Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers. Which method should a consultant recommend for importing this data into universal containers service cloud instance A. Bulk Data Transfer API B. Java Language Specific Toolkit C. Data Integration via SOAP API D. Cloud-to-Cloud Integration Toolkit - CORRECT ANSWER Answer: A Universal Containers is implementing a call center using CTI (Computer-telephony integration). Which three items, at a minimum, must be implemented and deployed to ensure success? Choose 3 answers A. Configure call center definition B. Deploy Call Center Directory C. Install CTI adapter using open CTI D. Configure IVR auto response E. Assign users to a call center - CORRECT ANSWER Answer: A, C, E A Company sells two products, each with its own maintenance schedule. Which feature should a consultant recommend implementing to meet this requirement? A. Lightning Service Console B. An AppExchange Solution C. Field Service Lightning D. Customer Community - CORRECT ANSWER Answer: C Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to beworked on. How should this be accomplished? A.Enablethelisttobepinnedintheconsole.Thisallowsuserstoviewthelistalongsidethecase view in the console B. Build a customer visual force page with the list view and assign it to the console sidebar. C.Configurethecaselistundercustomconsolecomponentssouserscanviewthelistviewalong with the case view D. Recommend opening the case list view in a separate browser tab and use the window alongside the case view - CORRECT ANSWER Answer: A A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which measure can satisfy this requirement? A. Customer Satisfaction B. Customer Engagement Score C. Net Promoter Score D. Service-Level Measure - CORRECT ANSWER Answer: C C. Opportunities per channel D. Cost per call E. Number of sales queues - CORRECT ANSWER Answer: B, C, D Universal Containers wants to provide its customers with more support options. Which three should a Consultant recommend? Choose 3 answers A. Create a Customer Community B. Utilize KCS to manage Knowledge C. Add Live Agent to public-facing sites D. Configure Chatter for public access E. Implement SOS for mobile experience - CORRECT ANSWER Answer: B, C, E Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls? Choose 2 answers A. On the left sidebar of Salesforce Classic B. On a new tab in the agent's browser C. On the footer of the Lightning Console D. On the Highlights Panel of a Primary tab - CORRECT ANSWER Answer: A, C 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 - CORRECT ANSWER Answer: A 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. Configure Macros B. Multiple Monitors Components C. Collapsible Sidebar Components D. Console Keyboard Shortcuts - CORRECT ANSWER Answer: A A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options A. Use auto response rule to send an email B. Use escalation rule to send an email C. Supervisors to investigate those cases D. Identify those cases and assign to the closureteam - CORRECT ANSWER Answer: C, D Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished? A. Create an FAQ article type and configure the enable suggested articles option in support settings. B. Create an FAQ article type and enable the submit articles feature on the case close page layout. C. Define a data category called FAQ and assign category visibility to users in the contact centre role. D.EnableideasforcontactcenteragentsandhavethemsubmitFAQarticlesatthetimeacaseis closed. - CORRECT ANSWER Answer: B Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently. Which two features requires Service Cloud? A. Open multiple case records as tabs and sub tabs B. Unique page layouts for each Case RecordType C. Utility Bar D. Access to Knowledge Articles - CORRECT ANSWER Answer: B,D Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go- live. Which approach should the Consultant use for data migration? A. Prepare, Plan, Text, Execute, Validate B. Prepare, Plan, Validate, Execute, Text C. Plan, Prepare, Test, Execute, Validate D. Plan, Prepare, Validate, Execute, Text - CORRECT ANSWER Answer: C The VP of Service at Universal Containers is looking for ways to reduce contact center costs. Which two metrics should the Consultant recommend? Choose 2 answers A. First Call Resolution B. Average Handle Time C. Service-Level Agreements D. Time to Answer - CORRECT ANSWER Answer: A, B Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge. Which three statements must be considered?Choose three answers A. A separate .csv import file is uploaded for each data category A. Use workflow rules to send an email tothe customer B. Use escalation rules to assign the case to a case queue C. Use auto-response rules to send an email to the customer D. Use assignment rules to assign the case to a case queue - CORRECT ANSWER Answer: A UC 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. Data loader, change sets, and Force.com Excel Connector B. Force.com migration tool, Force.com IDE, and change sets C. Visual Workflow, data loader, and Force.com IDE D. Mass Transfer Records, change sets, and Force.com migration tool - CORRECT ANSWER Answer: B Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook? A. Enable social profile and add workflow rules to the contact object B. Use Twitter-to-Case and add workflow rules to the case object C. Enable social profile and add assignment rules to the case object D. Use the routing queues provided with Salesforce for Twitter and Facebook - CORRECT ANSWER Answer: C UC is in the process of implementing Service Cloud. In which order should the data be migrated? A. Users, accounts, contacts, cases B. Accounts, contacts, cases, users C. Users, contacts, accounts, cases D. Accounts cases, users, contacts - CORRECT ANSWER Answer: A Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case. Which solution will create and route the field service dispatch record when the case is saved? A. Use a workflow rule with an action B. Use a validation rule C. Use a case assignment rule D. Use an Apex trigger - CORRECT ANSWER Answer: A The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose2) A. Requireagentstocheckaboxoncasewhensubmittinganewsuggestedarticle B. Create a dashboard for articles submitted by agents & approved for publication C. Measure & reward agents based on the # of new articles submitted for approval D. Measure & reward agents based on the # of new articles approved for publication - CORRECT ANSWER Answer: B,C What is the capability of case feed? A. Add custom visual force pages to the case feed page layout. B. Enable call control using the CTI case feed publisher. C. Embed case feed functionality within a visual force page. D. Switch from case feed to standard detail pages using a console component - CORRECT ANSWER Answer: C For which purpose should a contact center use visual workflow? A. To escalate a case to the support manager if it has been open for more than 72 hours. B. To automatically assign cases to a specific queue based on the customer support level. C. To assign follow-up tasks to an agent one week after a case is closed. D. To automate business processes for agents who troubleshoot customer support issues via phone. - CORRECT ANSWER Answer: D What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2 A. Streamline the agent interface. B. Enable templates for written responses. C. Offer supports through Facebook and twitter. D. Implement team productivity dashboards. - CORRECT ANSWER Answer: A, B Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers. A. Createareportthatdisplaythe#ofarticlessearchedduringthepast2months B. Reportdisplays#ofarticlesassociatedtodatacategoriesduringpast2months C. Report that displays # of cases with articles attached during the past 2 months D. Report that displays # of new articles created during the past 2 months - CORRECT ANSWER Answer: A, C Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement? A. Milestones B. Assets C. Service contracts D. Cases - CORRECT ANSWER Answer: C