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Service Cloud Proofpops 3

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Quiz on Service Cloud Proofpops 3, created by Sebastian Jud on 08/01/2019.
Sebastian Jud
Quiz by Sebastian Jud, updated more than 1 year ago
Sebastian Jud
Created by Sebastian Jud almost 7 years ago
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Resource summary

Question 1

Question
Universal Containers wants to import articles from previous database into their new Salesforce Knowledge implementation. Many of their "How to" article have images that must be migrated. Which statement is true about migrating images into Salesforce Knowledge? (one answer)
Answer
  • Include images in an .html file using the image tag and src attribute
  • Convert all images to .jpeg, as this is the only supported file type
  • Ensure that each image does NOT exceed the maximum of 25 MB
  • Upload the images into Salesforce prior to importing the articles

Question 2

Question
Universal Containers wants to import articles from previous database into their new Salesforce Knowledge implementation. Many of their "How to" article have images that must be migrated. Which statement is true about migrating images into Salesforce Knowledge? (one answer)
Answer
  • Include images in an .html file using the image tag and src attribute
  • Convert all images to .jpeg, as this is the only supported file type
  • Ensure that each image does NOT exceed the maximum of 25 MB
  • Upload the images into Salesforce prior to importing the articles

Question 3

Question
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Reps 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? (one answer)
Answer
  • Live Agent
  • Case Auto Response Rules
  • Case Assignment Rules
  • Omni Channel

Question 4

Question
Universal Containers allows Agents to work remotely using 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 effectively use this functionality? (Choose 2 answers)
Answer
  • Allow the user to log into Live Agent from multiple browsers
  • Ensure each laptop has a modern browser installed
  • Add additional components to the Lightning Console
  • Coach users on minimizing open console tabs

Question 5

Question
Customer support agents want the ability to view customer-related information along with case information on all cases except product-related cases. For product-related cases, the agents want to view product information alongside case information. How should the console be configured to satisfy the requirement? (one answer)
Answer
  • Train users to scroll through the case page layout to look for product-related information or customer-related information based on case type.
  • Configure two consoles for agents: one for product-related cases and one for other cases. Allow agents to choose console based on case type
  • Configure both customer- and product-related information under console components in the case page layout. Hide the product-related information if the cases are NOT product related
  • Create separate record types and page layouts for product-related and other cases and configure console components to show customer- or product-related information. Assign record type based on case type

Question 6

Question
Which method can be used to rout cases from social channels? (one answer)
Answer
  • Use Twitter-to-Case and add workflow rules to the case object
  • Enable Social Customer Service and add assignment rules to the case object
  • Enable social Network Profile and add workflow rules to the contact object

Question 7

Question
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 this metric? (one answer)
Answer
  • Workforce management
  • Skills-based routing
  • Private branch exchange
  • Interactive voice response

Question 8

Question
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operations have different steps and fields. Which three features could be implemented to support this? (Choose 3 answers)
Answer
  • Record Types
  • Page Layouts
  • Omni-Channel
  • Support processes
  • Article Types

Question 9

Question
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to ensure the success of the implementation? (Choose 3 answers)
Answer
  • Number of content packs attached to cases
  • Number of articles associated to cases
  • Number of successful keyword searches
  • Number of published articles views
  • Number of Chatter files attached to cases

Question 10

Question
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in Service Console efficiently and reduce clicks. Which feature allows users to more efficiently process a case in the service console? (one answer)
Answer
  • Console Keyboard Shortcuts
  • Collapsible Sidebar Components
  • Configure Macros
  • Multiple Monitors Components

Question 11

Question
Universal Containers' contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? (Choose 2 answers)
Answer
  • Chatter Questions
  • Community
  • Live Agent
  • Web-to-case

Question 12

Question
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? (Choose 3 answers)
Answer
  • Multi-monitor support
  • Quick Text
  • Keyboard Shortcuts
  • Case hover
  • Dynamic list updates

Question 13

Question
Universal Containers' customer service technicians need access to the following information while at a customer site to complete the service call: • Customer order history • Level of contracted support • List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field? (one answer)
Answer
  • A knowledge management system
  • An enterprise resource planning system
  • A third-party mobile application platform
  • A workforce management system

Question 14

Question
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? (Choose 3 answers)
Answer
  • Number of cases escalated
  • Average number of days to close case
  • Number of closed cases on first call
  • Number of new customers added
  • Number of open cases per day

Question 15

Question
Which three processes are uses case for Visual Workflow? (Choose 3 answers)
Answer
  • Assignment of email to a case queue based on subject
  • Cross-sell promotions for agents
  • Field validation during case creation
  • Caller verification and creation of a new case
  • Decision-based troubleshooting for agents

Question 16

Question
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 will 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 the annual audit. What should a Consultant recommend to support this exercise? (one answer)
Answer
  • Use a Developer Pro sandbox for the DR exercise.
  • Allow the exercise to be done in a Production instance.
  • Use a Full copy sandbox for the DR exercise
  • Use a Partial sandbox for the DR exercise.

Question 17

Question
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 allow customers to contact agents through phone and chat. What solution should be implemented to support this? (one answer)
Answer
  • Visual Workflow
  • Omni-Channel
  • Case Assignment Rules
  • Case Auto-Response Rules

Question 18

Question
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)
Answer
  • Configure Call center definition
  • Assign users to a Call Center
  • Deploy Call Center Directory
  • Configure IVR auto response
  • Install CTI Adapter using Open CTI

Question 19

Question
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives. What is the first step and Administrator is required to perform in order to configure Omni Channel? (one answer)
Answer
  • Assign users to the Omni Channel Feature License
  • Contact Salesforce to have enabled Omni Channel
  • Enable Omni Channel by clicking Settings in Setup
  • Assign users to Omni Channel permissions

Question 20

Question
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this. Which solution should a Consultant recommend? (one answer)
Answer
  • Workflow-driven outgoing messaging
  • Visualforce page APEX SOAP async callout
  • Scheduled batch Apex process job
  • RESTful services with GET, POST and PUT

Question 21

Question
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? (one answer)
Answer
  • Implement an adapter build on Open CTI
  • Implement an adapter using the Telephony API
  • Build an adapter using the telephony vendor’s toolkit
  • Move to a cloud-based telephony system

Question 22

Question
Universal Containers is implementing Salesforce Classic Knowledge and immediately wants to begin building a repository of frequently asked questions (FAQ) encountered by contact center agents. How can this be accomplished? (one answer)
Answer
  • Create an FAQ article type and configure the enable the submit articles feature on the case close page layout
  • Create an FAQ article type and configure the enable suggested articles option in support settings.
  • Define a data category called FAQ and assign category visibility to users in the contact center agent role
  • Enable Ideas for contact center agents and have them submit FAQ articles at the time a case is closed

Question 23

Question
Universal Containers (UC) has hired a consultant firm to implement its new Service Cloud platform and requires quick iterations and a speed project completion. UC has requested frequent project updates for check-ins and refinement. Which methodology should the Consultant recommend given the requirements? (one answer)
Answer
  • Force.com IDE
  • Waterfall
  • Kanban
  • Agile

Question 24

Question
Universal Containers need 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)
Answer
  • Service Console Profile Assignments
  • Data categories and Article Types
  • Service Console Knowledge Components
  • Data Categories and Article Actions

Question 25

Question
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)
Answer
  • Enable article submission during case close
  • Enable agents to create their own personal articles
  • Enable article customizations for open cases
  • Create an email template to send articles as PDF attachments
  • Enable suggested articles on new cases

Question 26

Question
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature. Which three configurations must be made before Universal Containers can deploy macros? (Choose 3 answers) LIGHTNING
Answer
  • The Macros widget or utility must be added to the console
  • Users must use the Lightning Experience
  • The Run Macros Permission must be granted to users
  • Publisher Actions used in the macros must be in the page layout
  • Case Feed must be enabled

Question 27

Question
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 be worked on. How should this be accomplished? (one answer)
Answer
  • Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console.
  • Build a custom Visualforce page with the list view and assign it to the console sidebar
  • Recommend opening the case list view in a separate browser tab and use the window alongside the case view.
  • Configure the Case list under custom console components to users can view the list view along with the case view

Question 28

Question
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? (Choose 2 answers)
Answer
  • Remove filter criteria from the views
  • Restrict visibility of the views
  • Filter the views by case owner
  • Reduce the number of fields displayed

Question 29

Question
When adding a report chart to a Console Component, which three of the following should a Consultant consider? (Choose 3 answers)
Answer
  • The report is a Summary or Matrix report
  • The report chart is added to the page layout
  • The report chart has a standard Report Type
  • The report contains a chart
  • The report is shared with a Chatter Group

Question 30

Question
Support agents need to verify that customers are eligible to receive customer support before they can update the case. Which two objects are used to verify that a customer is entitled to receive support? (Choose 2 answers)
Answer
  • Service contracts
  • Case history
  • Contacts

Question 31

Question
Universal Containers would like to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? (Choose 3 answers)
Answer
  • Macros
  • Quick Text
  • Chatter
  • Publisher Actions
  • Omni-Channel

Question 32

Question
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 while each status during their lifecycle. Which reporting solution should the Consultant recommend? (one answer)
Answer
  • Add an object-specific custom quick action to create new activities.
  • Hire a certified developer to write an apex trigger that creates each new activity.
  • Provide a macro that will automatically create the activates when executed.
  • Assign a single agent to create the activities on all new onboarding cases.

Question 33

Question
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? (one answer)
Answer
  • Java Language Specific Toolkit
  • Cloud-to-Cloud Integration Toolkit
  • Data Integration via SOAP API
  • Bulk Data Transfer API

Question 34

Question
When Support Agents are working on a case, the Support Manager at Universal Containers wants the agents to see the case number, case subject, and case description in the case highlights panel. How can a Consultant implement this functionality with configuration? (one answer)
Answer
  • Remove these fields from the page layout and add the fields to the highlight panel
  • Add the fields to the page layout and add the fields to the highlight panel
  • Remove these fields from the page layout and add the components to the highlight panel
  • Add these fields to the page layout and add the components to the highlight panel

Question 35

Question
The Service Manager at Universal Containers manages three teams. Each team provides support for a specific product. Agents have concerns about seeing each other results for other products when searching the Knowledge Base. The Service Manager originally provided the teams with full access to all articles. Which solution will ensure each team sees only the relevant article types for their product? (one answer)
Answer
  • Create a page layout for each record type and assign them to each team based on their product specialization
  • Create a Data Category for each product and assign them to each team based on their product specialization
  • Create an article action for each record type and assign them to each team based on their product specialization
  • Create a permission set for each record type and assign them to each team based on their product specialization

Question 36

Question
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? (Choose 3 answers)
Answer
  • Opportunities per channel
  • Number of sales queues
  • Average queue time per agent
  • Cost per call
  • Number of leads created

Question 37

Question
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? (one answer)
Answer
  • Standard Email-to-Case
  • On-Demand Email-to-Case
  • Omni-Channel routing
  • Web-to-Case forms

Question 38

Question
Feedback We are not sure for the answer of this question. Any suggestions are welcome.*##**##* A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three metrics satisfy this requirement? (Choose 3 answers)
Answer
  • Service Level Agreement
  • Customer Purchase History
  • Customer Support Requests
  • Customer Satisfaction Survey
  • Net promoter score

Question 39

Question
What statement is true about the Salesforce Knowledge article lifecycle? (one answer)
Answer
  • Article permission sets allow agents to participate in the article publishing process
  • Knowledge users public groups as a way to assign users specific tasks related to articles
  • Articles CANNOT be published until they are reviewed and validated by a qualified author
  • Approval processes CANNOT allow publishing of articles that have specific validation statuses

Question 40

Question
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)
Answer
  • Create reports to analyze call data in order to understand peak times and ensure adequate staffing
  • Set up analytical snapshots to capture key case information and create historical trending repots
  • Create case escalation rules to route high-priority cases directly to supervisors for resolution
  • Set up a Salesforce Customer Community that will allow customers to create cases online

Question 41

Question
Universal Containers has Tech Support and general Customer Support teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? (Choose 2 answers)
Answer
  • Assign users a Sharing Rule with access to the service console app
  • Assign users to a Public Group with access to the service console app
  • Assign users a Permission Set with access to the service console app
  • Assign users a Profile with access to the service console app

Question 42

Question
To manage the publishing lifecycle for articles in Salesforce Classic Knowledge, the contact center director wants to provide article managers with various publishing capabilities. Which configuration should be recommended to meet this objective? (one answer)
Answer
  • Assign article managers to publication teams and specific article actions to each team
  • Assign article managers to public groups and specific article actions to each group
  • Assign article managers to public groups and specific publication states to each group
  • Assign article managers to publication teams and specific publication states to each team

Question 43

Question
Feedback We are not sure about the answer of these question. Any suggests are welcome!*##**##* Universal Containers' Tier 1 Support Call Center has realized an increasing call volume on a new product line. In addition, the Tier 1 Agents are having trouble resolving issues and have been escalating to Tier 2 for support. What should a Consultant recommend to reduce the call volumes and escalations? (one answer)
Answer
  • Configure Omni-channel to assign cases directly to Tier 2
  • Create Knowledge Articles and publish internally and publicly
  • Configure IVR routing to bypass Tier 1 for the product line
  • Create a Dashboard to track and manage call volumes by type

Question 44

Question
Universal Containers has recently set up an email-to-case channel for customers to submit cases. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should the Consultant recommend to address this issue? (one answer)
Answer
  • Use Omni-Channel to automatically route inbound email
  • Insert a reference Thread ID in the email subject template
  • Assign a user to manually manage incoming email
  • Convert to an On-Demand Email-to-Case setup

Question 45

Question
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)
Answer
  • Workflow rule
  • Email Template
  • Email Relay
  • Email Alert
  • Assignment Rule

Question 46

Question
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How this requirement should be met? (one answer)
Answer
  • Create a custom related list on the case
  • Create a custom Visualforce page
  • Create a custom report
  • Create a custom view on the Case tab

Question 47

Question
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 notices 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 for these cases? (Choose 3 answers)
Answer
  • Implement Quick Text
  • Implement Email-to-Case
  • Enable the Support Process for default email templates
  • Implement Macros
  • Enable the Support Setting for default email templates

Question 48

Question
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? (Choose 2 answers)
Answer
  • Knowledge Action to Publish an Article once the Article is approved
  • Approval Process that assigns an Article to a Reviewer Queue
  • Data Category to assign an Article Type to a Reviewer
  • Validation rules for Article Types to verify all fields during creation

Question 49

Question
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? (Choose 3 answers)
Answer
  • Reduced support channels
  • Optimized use of resources
  • Increased call routing accuracy
  • Reduced issue resolution time
  • Increased call deflection

Question 50

Question
Feedback We are not sure about the answer of this question. All suggestions are welcome*##**##* A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? (Choose 2 answers)
Answer
  • Agent utilization
  • Number of calls offered
  • Schedule adherence
  • Quality monitoring score
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