UC wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
Entitlement processes, contracts, contract line items, and entitlements
Entitlement processes, contracts, milestones, and milestone actions
Entitlement processes, contract line items, milestones, and entitlements
Entitlement processes, milestone, milestone actions, and entitlements
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
Recommend articles during a call for a support agent
Suggest articles for a web–to–case question
Suggest articles for an email–to–case question
Recommend articles prior to a Live Agent session
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers
Implement Service Cloud console to support agents
Leverage Live Agent for web–based chat
Enable service contracts and entitlements
Implement Salesforce Knowledge on a portal
UC's 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 20MB per inquiry
• Over 10,000 inquiries per day
• Which solution should a consultant recommend to meet these requirements?
Customer Chatter groups
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?
Contact list view edit time
Contact report run time
Contact view page load time
Contact related list load time
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?
Automatic call distributor and interactive voice response
Workforce management and customer satisfaction score
Average handling time and first call resolution time
Agent skill–based routing and predictive dialer
A customer calls the service desk at UC. The agent assigned to the call creates a case to capture the issue, but later realizes the caller is not eligible for support. What solution should a consultant recommend to prevent this scenario from happening in the future?
Add the entitlements related list to the contact records
Add the service contract related list to contact records
Add the entitlement contacts related list to account records
Add the assets related list to contact records
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
Assign team–based roles to the associated product article types
Assign team–based profiles to the associated product article types
Assign team–based roles to the associated product data category value
Assign team–based profiles to the associated product data category value
What is a characteristic of Visual Workflow? Choose 3 answers.
Elements can be used to update fields in the database
Apex code must be used to pass data to legacy systems
Apex code must be used to update fields in the database
Only one version of a flow can be activated at a time
Elements can be used to pass data to legacy systems
UC wants to display a list of open cases, data from an external system, and Knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
Create a custom Visualforce page to display case list view, external system and Knowledge articles
Configure the agent console and display the articles, case view, and external system custom object
Configure the Service Cloud console, integrate the external system, and enable Knowledge
Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar
UC's contact center management wants to enhance its Service Cloud implementation and deploy a solution that will better assist its service agents and customers in troubleshooting and resolving issues. The contact center manager has outlined the following requirements: Provide content categorization for easier navigation, searching, and visibility. Shorten agents' issue resolution time by suggesting relevant content. Establish a publication lifecycle process based on industry leading practices. Ensure the solution is tightly integrated with Service Cloud console and Live Agent. What Salesforce solution should a consultant recommend?
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
Service Cloud portal (Customer Community)
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?
Add development resources to the project team to build out the additional requirements
Document the requirements gap and communicate development options to the project team
Adjust the project scope to accommodate the new requirements and continue with original project schedule
Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
A contact center manager is looking for ways to reduce overall cost per case. What Salesforce metric should the contact center manager evaluate? Choose 2 answers.
Average customer satisfaction score by case
Average number of activities per case
Average number of articles attached to a case
Total number of cases by origin
UC 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?
Create an FAQ article type and enable the submit articles feature on the case close page layout
Enable Ideas for the contact center agents and have them submit FAQ articles at the time a case is closed
Define a data category called FAQ and assign category visibility to users in the contact center role
Create an FAQ article type and configure the enable suggested articles option in support settings
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
Implement a customer self–service portal
Enable agents to transfer calls to other agents
Cross–train agents on both product lines
Prioritize customer calls based on their SLA
Which element is true regarding a prebuilt Salesforce computer telephone integration (CTI) adapter for different telephone systems? Choose 2 answers.
It is an intermediary between a telephony system and a Salesforce call center user
It allows voicemails to be captured and stored as attachments on cases
It is a server–based software program that controls the behavior of a Salesforce SoftPhone
It utilizes the Softphone capability from within the Salesforce application
UC must 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 the 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. What solution should a consultant recommend?
Create a custom web service to handle invoice inserts and updates from the billing system
Create a custom tab of type URL that displays a search page from the billing system
Import payment data into Salesforce and add to the contact page layout related list
Create a Visualforce page that retrieves payment information via a Web Service call–out
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which metric can be used to assess the success of the new workforce management system? Choose 2 answers.
Number of calls offered
Quality monitoring score
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?
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 (or Case Feed)
UC, a new Salesforce customer, needs its millions of consumers to have public access to knowledge on it corporate website. The consumers also need the ability to login to create, update and read historical cases. Which product and license type would meet all of these requirements?
Force.com Sites with Knowledge and Email–to–Case
Force.com Sites with Knowledge and Web–to–Case
Force.com Sites and High–Volume Customer Portal
Visualforce and Self–Service Portal
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
Use workflow rules to send an email to the customer
Use escalation rules to assign the case to a case queue
Use auto–response rules to send an email to the customer
Use assignment rules to assign the case to a case queue
What are some uses of www.trust.salesforce.com in business continuity planning? Choose 3 answers.
To provide best practices for continuity plans
To provide information regarding planned maintenance
To provide live and historical data on system performance
To provide online security threat information
To provide live support for system and data backup
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?
Data loader, change sets, and Force.com Excel Connector
Force.com migration tool, Force.com IDE, and change sets
Visual Workflow, data loader, and Force.com IDE
Mass Transfer Records, change sets, and Force.com migration tool
Which step should a consultant take to import articles into Salesforce Knowledge? Choose 2 answers.
Use the data loader to import unstructured articles
Use change sets to import data categories
Map articles with HTML sections to rich text area fields
Create a separate .csv file for each article type
The UC contact center offers support via email, the Internet, and a Service Cloud portal. The contact center manager wants to demonstrate the success of recent self–service initiatives to executive management. Which report should the contact center manager present to executive management? Choose 2 answers.
Number of cases closed by a self–service user
Number of IVR inquiries without agent involvement
Number of cases created using portal
Average call handle time by team
UC wants to create a process to verify that customers are eligible for support before a case is created. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers
Ability to specify unique service levels for each customer
Ability to prompt callers for the service contract number with IVR menus
Ability to determine if a customer has escalated a case in the past
Ability to enforce service levels with time–dependent processes
Universal Electric initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review. After the technical review, an agent needs to contact the customer to review the activities. Cases can only be closed after the customer review has been completed. UE needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. What should the consultant consider to meet these requirements? Choose 3 answers.
Work order and customer contact escalation requirements
Account team relationship to the primary contact
Total number of account and contact records in the database
Visibility and access to the work order records
Case closure rules on the original case
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
Enable social profile and add workflow rules to the contact object
Use Twitter–to–Case and add workflow rules to the case object
Enable social profile and add assignment rules to the case object
Use the routing queues provided with Salesforce for Twitter and Facebook
The contact center manager at UC 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?
Interactive voice response
Private branch exchange
UC has determined that case list views are slow to load because of the large number of cases in the system. Which action will improve the performance of the list views? Choose 2 answers
Filter the views by case owner
Reduce the number of fields displayed
Restrict visibility of the views
Remove filter criteria from the views
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
Use Chatter case feed and case teams to monitor cases
Use an escalation rule to move cases into the product manager queue
Use a workflow rule to send an email to the product manager
Use an assignment rule to assign new cases to the product manager
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
@mention the SMEs on the case Chatter feed and follow the case
Bookmark all the comments related to the issue from the SMEs
Use hashtag (#) to track the customer case and SMEs comments
Follow the SMEs to receive automatic updates when they add case comments
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.
Configure workflow rules for each data category
Configure article types for each kind of content
Define approval processes for each article type
Define approval processes for each product
Configure data category values for each product
UC is developing its strategy for social customer service. It would like to build a business case to fund a larger investment in social media and have a dedicated social media support team. The company's requirements include the ability to: Monitor Facebook fan page for new posts from customers. Link new posts to an existing customer record. Respond to posts from the existing Service Cloud console. What should UC do immediately to begin providing social customer service?
Create a Force.com app for Facebook monitoring
Install Salesforce for Facebook and Twitter
Enable Salesforce social profiles on contacts
Integrate Facebook to its existing customer portal
What metric should a contact center manager consider to measure adoption of Salesforce Knowledge? Choose 2 answers.
Number of cases escalated by agent
Number of articles created by agent
Number of solutions created by agent
Number of articles attached to a case
What process is a use case for Visual Workflow? Choose 3 answers.
Field validation during case creation
Caller verification and creation of a new case
Decision–based troubleshooting for representatives
Assignment of email to a case queue based on subject
Cross–sell promotions for representatives
The UC support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? Choose 2 answers.
Create case teams and introduce swarming to resolve cases
Enable the Service Cloud console and Knowledge sidebar for agents
Enable and use Chatter feed tracking in the case object
Create escalation rules to re–assign cases after SLAs have expired
UC 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 contact center manager needs to restrict who can create an FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? Choose 2 answers.
Enable the Manage Articles permission for the publisher profile and assign it to users
Hide the Article Management Lab for users who should have read–only access to articles
Create a publisher profile that includes create access on the FAQ article type
Set the organization–wide default to private and create sharing rules for the FAQ article type
UC is configuring the Service Cloud console to provide a unified desktop for agents. Which solution would require custom application development? Choose 3 answers.
Displaying real time visual indicators when lists and records are changed
Displaying a technical diagram of a registered product related to the case
Creating a button to send an email response and re–queue the case
Displaying basic data from a legacy enterprise resource planning system
Providing a Knowledge sidebar to suggest a solution related to the case
What is a benefit of deploying Knowledge in a high–volume Service Cloud portal? Choose 2 answers.
Uncovers gaps in the knowledge base
Reducing incoming call volume
Replaces the need for an email channel
Eliminates tracking of customer entitlements
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
Configure entitlements and milestones to enforce SLAs
Hire more agents for the contact centers
Improve the training provided to existing agents
Track social sentiment across social media outlets
UC wants to use the Service Cloud console and Computer Telephony Integration (CTI) with its contact center infrastructure. The telephony vendor has verified that its current infrastructure supports integration with Salesforce. What must be taken into consideration to meet this requirement?
The CTI adapter supports the Service Cloud console push notifications for field or record changes
he number of intended Service Cloud console apps will not exceed the CTI adapter limits
The CTI adapter must be developed using the CTI Toolkit version 3.0 or higher or Open CTI
The CTI adapter requires the Service Cloud console highlights panel for Softphone control
When planning the migration of an existing knowledge base into Salesforce Knowledge, what factors should be considered in selecting which articles to migrate?
Original creation date and average rating of articles
Last modified date and frequent search terms
Last modified date and number of recent article views
Original creation date and total number of article views
The support manager wants information on the knowledge base searches conducted by customers and call center agents. Which metric would be most useful to identify knowledge article effectiveness? Choose 2 answers.
Knowledge search query with no results
Number of knowledge articles in each category
Knowledge articles with the lowest rating
Knowledge articles created by call center agents
UC would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
Enable the Knowledge sidebar setting in the case support settings
Create a Visualforce page called Knowledge sidebar on the case page layout
Create a Service Cloud console and enable the Knowledge sidebar on the case page layout
Enable the Knowledge sidebar related list on the case page layout
The IT help desk at UC is divided into two tiers to handle escalations. The company would like to improve the collaboration among help desk agents and reduce the number of issue escalations. What solution should a consultant recommend?
Enable Chatter on Knowledge articles
Allow agents to add comments to each other's cases
Use Chatter Answers for the help desk
Create a Chatter group for the help desk
UC is implementing the Service Cloud console. Which capability of the Service Cloud console can the company use to improve its contact center performance? Choose 2 answers.
Allows Chatter Messenger to be used between agents
Displays records and their related items as tabs on one screen
Indicates when records and lists are changed by others
Is available for users in the partner portal
UC wants to deploy the Service Cloud to its contact centers located across North America, Europe and Asia. The company would like standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?
Assign a global team of experienced agents and leaders to create a common design template and report structure
Recommend utilizing out–of–the–box functionality to reduce cost and ensure one worldwide process and reporting
Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report
Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization
A customer is planning a Service Cloud implementation. The customer's current database has the following number of records: 10 million cases, 1 million accounts, 3 million contacts. When planning to migrate this data into Salesforce, what implications should be considered? Choose 2 answers.
Salesforce reporting speed may be affected
Related lists on the case object may be slow to populate
The Salesforce or may be slow during the data migration
Results may be slow when searching for records
UC has a telemarketing contact center with agents who cold–call prospects and follow–up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
Number of closed cases
Number of lead referrals
Number of attempts to contact
Number of outbound calls per day
The business and IT leaders at UC have agreed to implement Information Technology Infrastructure Library (ITIL) for its IT Help Desk. Which benefits will result from a successful ITIL implementation? Choose 3 answers.
Aligning IT and the business which allows IT to better understand current and future needs of the business
Delivering IT services that are focused on functionality rather than usability
Setting customer expectations with predictable processes that are consistently used by the organization
Create service levels between IT and the business to provide value at an agreed upon cost
Achieving cost savings by utilizing operational resources only for the duration of the project implementation
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing the kit usage information by patient. The regional processing team reviews these requests and awards coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?
Enable the self–service portal and generate logins for the hospital staff by region
Use cases to track the credit requests and route them to regional teams using assignment rules
Design a custom object to track credit requests and route them regionally using assignment rules
Use Web–to–Lead to capture the credit requests and assign them to regional teams using workflow rules
UC's customer service technicians need to access the following information while at a customer site to complete the service call: Customer order history, Level of contracted support, List of replaceable parts. What system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
A workforce management system
A third–party mobile application platform
A knowledge management system
An enterprise resource planning system
UC wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings: Phone, Phone and Email, Social Media (Facebook and Twitter). What should a consultant recommend to accomplish this? Choose 2 answers.
Create a Service Cloud console to support all channel groupings
Create an agent profile for each channel grouping
Create a unique case page layout for each channel grouping
Create an agent role for each channel grouping
UC has activated Email–to–Case functionality to allow customers to correspond with support agents via email. Which options are available with Email–to–Case? Choose 2 answers
Assignment, escalation, and workflow rules are processed on inbound emails
Only one inbound email address can be used for Email–to–Case
Follow–up emails and attachments related to a case are attached to the case
Follow–up emails related to a case will update the case comments
A customer utilizes a high–volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution. What should be the first step in configuration and customization?
Enable Chatter Messenger for the organization
Enable Live Agent for the organization
Create user profiles on permission sets
Create an iframe to display the chat window
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
Users, accounts, contacts, cases
Accounts, contacts, cases, users
Users, contacts, accounts, cases
Accounts cases, users, contacts
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
Salesforce for Twitter
Universal Containers is setting up a field service dispatch contact center.Which functionality should be considered when designing the contact center? (Choose 2)
Chatter groups for customer
Mobile access to case information
Visibility into service entitlements
Predictive dialer for outbound call
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation.Which solution would help Universal Containers meet its SLA?
Create a workflow rule to assign a task to all members of a queue if a case has not been accepted by an agent within one hour.
Use case auto–response rules to send an email to support managers within one hour of case creation.
Assign cases to queues and use escalation rules to escalate cases that have not been accepted by an agent within one hour.
Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
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?
Use a workflow rule with an action
Use a validation rule
Use a case assignment rule
Use an Apex trigger
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
Use escalation rules for notifications and case teams to monitor cases
Use workflow rules for notifications and case teams to monitor cases
Use escalation rules for notifications and account teams to monitor cases
Use workflow rules for notifications and account teams to monitor cases
Universal Containers' contact center manager needs to measure the following metrics:– Agent productivity– Customer satisfaction Which report should a consultant recommend? (Choose 2)
Average handle time
First contact resolution
Average speed to answer