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)
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
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)
Live Agent
Case Auto Response Rules
Case Assignment Rules
Omni Channel
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)
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
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)
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
Which method can be used to rout cases from social channels? (one 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
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)
Workforce management
Skills-based routing
Private branch exchange
Interactive voice response
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)
Record Types
Page Layouts
Omni-Channel
Support processes
Article Types
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)
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
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)
Console Keyboard Shortcuts
Collapsible Sidebar Components
Configure Macros
Multiple Monitors Components
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)
Chatter Questions
Community
Web-to-case
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)
Multi-monitor support
Quick Text
Keyboard Shortcuts
Case hover
Dynamic list updates
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)
A knowledge management system
An enterprise resource planning system
A third-party mobile application platform
A workforce management system
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? (Choose 3 answers)
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
Which three processes are uses case for Visual Workflow? (Choose 3 answers)
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
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)
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.
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)
Visual Workflow
Case Auto-Response Rules
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)
Configure Call center definition
Assign users to a Call Center
Deploy Call Center Directory
Configure IVR auto response
Install CTI Adapter using Open CTI
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)
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
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)
Workflow-driven outgoing messaging
Visualforce page APEX SOAP async callout
Scheduled batch Apex process job
RESTful services with GET, POST and PUT
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)
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
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)
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
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)
Force.com IDE
Waterfall
Kanban
Agile
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)
Service Console Profile Assignments
Data categories and Article Types
Service Console Knowledge Components
Data Categories and Article Actions
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)
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
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
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
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)
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
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)
Remove filter criteria from the views
Restrict visibility of the views
Filter the views by case owner
Reduce the number of fields displayed
When adding a report chart to a Console Component, which three of the following should a Consultant consider? (Choose 3 answers)
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
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)
Service contracts
Case history
Contacts
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)
Macros
Chatter
Publisher Actions
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)
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.
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)
Java Language Specific Toolkit
Cloud-to-Cloud Integration Toolkit
Data Integration via SOAP API
Bulk Data Transfer API
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)
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
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)
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
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)
Opportunities per channel
Number of sales queues
Average queue time per agent
Cost per call
Number of leads created
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)
Standard Email-to-Case
On-Demand Email-to-Case
Omni-Channel routing
Web-to-Case forms
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)
Service Level Agreement
Customer Purchase History
Customer Support Requests
Customer Satisfaction Survey
Net promoter score
What statement is true about the Salesforce Knowledge article lifecycle? (one 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
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)
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
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)
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
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)
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
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)
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
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)
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
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)
Workflow rule
Email Template
Email Relay
Email Alert
Assignment Rule
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)
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
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)
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
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? (Choose 2 answers)
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
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? (Choose 3 answers)
Reduced support channels
Optimized use of resources
Increased call routing accuracy
Reduced issue resolution time
Increased call deflection
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)
Agent utilization
Number of calls offered
Schedule adherence
Quality monitoring score
