Quiz
Service Certificate
Crie uma conta grátis para terminar este quiz
Salve seu progresso e veja sua nota final.
Já tem uma conta? Inicie sessão
Perguntas do quiz (122)
1What are three considerations when adding a report chart to a Console Component?
Choose 3 answers- AThe report is a Summary or Matrix report.
- BThe report has a standard Report Type
- CThe report is shared with a Chatter Group.
- DThe report chart is added to the Page Layout
- EThe report contains a chart
2Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?- ACreate a self-service Help Center.
- BImplement Case Assignment Rules
- CAllow Comments on Knowledge articles.
- DEnable Chat in a Customer Community
3Universal 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?
- ASocial Media Marketing message tagging
- BEinstein Bot social queues.
- CSocial Customer Service for Twitter and Facebook.
- DSocial Persona for Twitter and Facebook.
4Universal Containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default. Which two strategies should a consultant recommend?
Choose 2 answers- ADashboard Folder Sharing
- BCase object permissions set to create and read
- CDynamic Dashboards
- DOrg-wide default for Cases set to Private
5Universal Containers is implementing a customer community to provide self-service options to its B2C customers. Which two features should a consultant recommend?
Choose 2 answers- AContacts
- BCases
- CContracts and SLAs
- DChatter Answers
6Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers- AReduced first contact resolution
- BA knowledge article life cycle that is implemented correctly the first time and does not need to change
- CA knowledge article life cycle that evolves based on usage and demand
- DReduced issue resolution time
7A Service Manager has just configured Chat at s company site. Now, the Agents cannot see the Chat footer component in the console.
Which configuration option should be verified?- AVerify that users are assigned the Chat feature license
- BVerify that users have access to the Chat public group
- CVerify that users are assigned the Chat user profile.
- DVerify that users have access to the Chat buttons.
8 Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?- ACreate a Process Builder with Scheduled Actions.
- BConfigure Case Escalation Rules
- CDefine Case Auto-Response Rules
- DEinstein Case Assignment Rule
9 Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: a Agents need to collaborate with other teams.
b The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?- AUse Process Builder for notifications and account teams to monitor cases.
- BUse escalation rules for notifications and case teams to monitor cases.
- CUse escalation rules for notifications and account teams to monitor cases
- DUse Process Builder for notifications and case teams to monitor cases.
10Universal 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?- APublish a Managed Package
- BManually re-create the Permission Sets
- CCreate an Unmanaged Package
- DUse a Change Set
11Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this?
Choose 3 answers- ARecord Types
- BOmni-Channel
- CArticle Record Types
- DSupport Processes
- EPage Layouts
12Universal Containers wants 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- AOmni-Channel
- BMacros
- CQuick Text
- DPublisher Actions
- EChatter
13How should a consultant provide Suggested Article functionality to Lightning Service Console users?
- ACreate email templates with Knowledge Articles attached
- BAdd the Knowledge Component to the Service Console.
- CAdd the Knowledge tab to the Console app.
- DAdd the Suggested Articte widget to the Case page layout.
14Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive Is a priority. UC implemented a standardized agent-customer dialog to assist agents. Which two features should a consultant integrate into the Service Console? Choose 2 answers
- ALightning Process Builder
- BPath for Cases
- CInteraction Log
- DLightning Flow for Service
15Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided with 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?- AEntitlements and Milestones
- BCase Assignment
- CSalesforce Console
- DCase Escalation
16If a case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps.
How can a consultant configure the Lightning Service Console to support this requirement?- AConfigure a Visual Flow Troubleshooting Action
- BImplement Lightning Guided Engagement
- CEnable Omni-Channel Case assignment
- DDefine separate Record Types for Tier 1 and Tier 2
17Universal Containers recently rolled out a Lightning Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a consultant recommend to address the lack of quality checking? Choose 2 answers
- ASet up an intuitive Data Category hierarchy
- BRestrict the Manage Articles user permission.
- CEnable and configure wildcards for article searches.
- DRequire that an article be added when closing a case.
18Universal Containers 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?
- AData loader, change sets, and Force.com Excel Connector
- BVisual Workflow, data loader, and Force.com IDE
- CVisual Studio Code and change sets
- DMass Transfer Records, change sets, and Visual Studio Code
19Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?- ADeliver the entire project simultaneously so as to present UC with a completed solution
- BSet a cutoff date of 1.5 months before user aCceptance testing for any change requests.
- CGenerate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
- DSchedule a meeting with the UC executives at the start of the project to generate all the requirements.
20Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. Which solution should a consultant recommend?
- AEmail-to-Case
- BOn-Demand Email-to-Case
- COutlook Integration
- DWeb-to-Case
21Universal Containers wants to implement a customer service community. The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?- ACreate a sharing rule to share the contact record with the community member.
- BChange the org-wide default for cases and contacts internal access to private.
- CSet up a sharing set to grant access based on the community member's contact record.
- DUpdate the case assignment rule to add the community member to the predefined case team.
22Metrics show that Universal Containers has a high call abandonment rate.
Which two strategies should a consultant recommend?
Choose 2 answers- AAdd additional agents to lower average hold time.
- BUse Assignment rules and case queues.
- CSimplify the interactive voice response (IVR) tree.
- DSet up Email-to-Case.
23
23.The Support Manager at Universal Containers wants to see monthly historical metrics for the first-call resolution by call center and agent.
Which reporting solution should the consultant recommend?- ACase report grouped by Call Center
- BReporting Snapshots by Call Center
- CDynamic Dashboard by Call Center
- DReport Subscriptions by Call Center
24The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?- ACreate an auto-response rule to send the article to the customer.
- BCreate a Lightning email template to send the article to the customer.
- CCreate a macro to send an email with the article to the customer.
- DCreate a workflow email alert to send the article to the customer.
25Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier 1 had progressed in troubleshooting?
- ALightning Flow Component
- BPath for Cases
- CService Console Macros
- DLightning Guided Engagement
26Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need be migrated to Salesforce for go-live.
Which approach should be used for data migration?- APlan, Prepare, Test, Execute. Validate
- BPlan, Prepare, Validate, Execute, Test
- CPrepare, Plan, Test, Execute. Validate
- DPrepare, Plan, Validate, Execute, Test
27Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. What should a consultant recommend to address this problem?
- ACreate a Case Macro
- BConfigure Process Builder
- CDefine Case Escalation Rules
- DActivate a Validation Rule
28The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer’s interaction with a support agent while still providing relevant answers to the customer. How can a consultant automate the use of suggested articles to accomplish this goal?
- AWhile holding for a support agent
- BAn email to case inquiry
- CWeb-to-case question
- DOn-demand email to case
29Universal Containers Is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption?
Choose 3 answers- AIncreased call routing accuracy
- BIncreased call deflection
- COptimized use of resources
- DReduced issue resolution time
- EReduced support channels
30Universal Containers is implementing a customer community using the customer service template. One of the requirements is for members to be able to find Knowledge articles based on the product type. How should the consultant satisfy this requirement?
- AUtilize topic tags for each product type.
- BDefine article types with sharing settings.
- CSet the visibility to the data categories.
- DEnable suggested articles in the community
31Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? Choose 2 answers
- AMultiple Article Record Types can be imported in the same CSV.
- BEach Article Record Type must be in a separate CSV.
- CArticle Record Types must be created before the import.
- DArticle Record Types will be created as part of the import.
32What approach should a consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
- ACreate a data category for each product: assign data categories to service agents.
- BCreate a permission set for each record type: assign permissions to service agents.
- CCreate an article action for each record type; assign record types to service agents.
- DCreate a page layout for each record type; assign layouts to service agents.
33Universal 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 specified amount of time. What approach should a consultant recommend to meet these requirements?
- AEnable Omni-Channeil Routing.
- BConfigure Case Escalation Rules.
- CUse Process Builder with Scheduled Actions.
- DDefine Entitlements and Milestones.
34 Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step should a consultant address before configuring Omni Channel?
- ACustomize service channel settings to define how the organization receives work from various sources.
- BFrom Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
- CCreate the necessary objects in Salesforce.
- DCreate a Salesforce Case to have Omni-Channel re-enabled.
35Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?- AValidation rule
- BProcess Builder
- CWorkflow
- DAssignment rule
36Universal Containers wants to monitor customers’ social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?- AAppExchange solution
- BSocial Conversation Component
- CCustom Lightning Component
- DOmni-Channel
37Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields. Which three best practices should a consultant recommend? Choose 3 answers
- AStandardize all rows to match Salesforce data types.
- BImport the records and use Duplicate Management.
- CImport the records and create a workflow rule to change the data type.
- DInstall the Data Quality Analysis Dashboards from the AppExchange.
- EDeduplicate the data before importing into Salesforce.
38Universal Containers wants a mechanism that provides customers access to product installation guides, FAQs, and warranty information. What solution should the consultant recommend to meet this request?
- ADeploy a Partner Central Community
- BImplement Recommended Articles.
- CConfigure Web-to-Case.
- DCreate a Customer Community.
39Universal Containers (UC) wants to schedule technicians for repair services when an agent is unable to solve the customer’s problem via the call canter. What functionality should a consultant recommend to satisfy the UC’s need?
- AContact Requests
- BField Service
- CMobile Connect
- DOmni Channel
40Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?- AEntitlement processes, milestones, milestone actions, and entitlements
- BEntitlement processes, contracts, milestones, and milestone actions
- CEntitlement processes, contracts, contract line items, and entitlements
- DEntitlement processes, contract line items, milestones, and entitlements
41Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC’s four different product lines. Each group's manager would like a report on their agents’ daily call volume, including related case and contact information. How should the consultant recommend the report be created?
- ABuild a Summary report on Products and Activities.
- BSet up a reporting snapshot of the case, contact and activity objects.
- CCustomize the My Teams Calls this week standard report.
- DCreate a Custom Report type with activities as the primary object.
42A Service Representative transfers a Chat to another Representative.
Which two things will happen?
Choose 2 answers- ABoth Service Reps can chat with the Customer.
- BThe Customer is shown the new Representative’s Name
- CThe Chat Transcript and Case are transferred.
- DThe Customer does not know they were transferred.
43Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. Which two features should the consultant suggest?
Choose 2 answers- AWeb-to-Case forms
- BOn-Demand Email-to-Case
- CStandard Email-to-Case
- DApex Email Service
44A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement?
Choose 3 answers- ACustomer Support Requests
- BCustomer Satisfaction Survey
- CService Level Agreement
- DNet promoter Score
- ECustomer Purchase History
45Universal Containers wants to be able to assign cases based on the same criteria they use for chat.
Which feature should a consultant recommend?- ACase Skills-based Assignment Rules
- BOmni-channel Skills-based routing
- CChat Queue-based routing
- DOmni-channel Queue-based routing
46Universal Containers recently implemented Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem?- AConfigure Case Assignment Rules to use Queues.
- BConfigure Omni-Channel Routing Model as Most Available.
- CConfigure Omni-Channel Routing Model as Least Active.
- DConfigure Case Assignment Rules to use Users.
47Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?- ALightning Console
- BField Service Lightning
- CEmployee Community
- DSalesforce Mobile App
48Universal 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?- APrioritize the requirements based on who submitted them.
- BProvide a timeline that addresses all the requirements.
- COrganize the requirements from largest to smallest.
- DIdentify the requirements needed for initial GoLive.
49.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 access the success of the new workforce management system? Choose 2 answers
- ASchedule adherence
- BAgent utilization
- CNumber of calls offered
- DQuality monitoring score
50Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should e consultant recommend to meet this requirement?- AIntegrate with an enterprise resource planning system
- BConfigure Visual Flows on Salesforce mobile.
- CDevelop and publish a knowledge management system
- DImplement Fteld Service Lightning.
51Cloud Kicks wants 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- ACreate an Entitlement Process.
- BConfigure Service Contracts.
- CEnable Work Orders.
- DSet up Milestones
52Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record. Which channel should a consultant recommend to meet these requirements?
- AChat
- BEmail-to-case
- CSocial Customer Service
- DWeb-to-case
53Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?- AChange Sets
- BData Loader
- CManual configuration
- DMass Transfer Records
54Contact Center management must be notified whenever an open case has not been touched for 24 hours. Which feature should a consultant use to meet this requirement?
- AProcess Builder Scheduled Actions
- BMilestone Actions
- CScheduled Reports
- DTime-based Workflow Rules
55To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Knowledge Articles displayed on the Case record page.
How should a consultant configure this requirement?- AAdd the Knowledge related list to the Case record page.
- BAdd Knowledge Data Categories to each Case.
- CAdd the Knowledge tab to the Service Console.
- DAdd the Knowledge Component to the Case record page.
56Universal Containers wants Service Console users to be able to view and update product usage data that Is stored in an external system. Which two features should a consultant recommend to provide this functionality? Choose 2 answers
- AExternal Objects
- BSalesforce Connect
- CCustom Objects
- DMiddle-tier integration
57Which search mechanism should be used to find case comments from within the Lightning Service Console?
- AGlobal Search
- BSearch Utility Component
- CComment Search Component
- DComments List View
58Universal 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?
- AUse the Lightning Knowledge Migration Tool and choose ‘include files’.
- BPost the Files to the Chatter Feed on each Articte.
- CUse the Files Related List on each article to add files to your articles.
- DUpload the files as Documents, then relate them to the migrated Articles.
59Service Representatives are complaining that the Lightning Service Console is too crowded making It difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a consultant suggest to improve the efficiency of console users?
- AEnable Keyboard shortcuts
- BDefine criteria-based record page components
- CConfigure Macros
- DCreate multiple Console layouts
60Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five differant time zones on its legacy system. When implementing Salesforce, what solution should a consultant recommend for this scenario?
- ASalesforce for Outlook
- BEmail-to-Case
- COn-Demand Email-to-Case
- DWebd-to-Case
61Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produce. What should the consultant recommend to gather information on Knowledge article usefulness?
- AContact Salesforce to send a report on article efficacy.
- BSend out a monthly survey to customers requesting feedback.
- CCreate a group of super users that will evaluate and manage articles.
- DInstall Knowledge Base Dashboards and Reports AppExchange package.
62Universal 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?- ALimit Customers to 5 Cases per day.
- BProvide a self-help Customer Community.
- CAdd more support phone lines.
- DAsk sales reps to respond to support Cases.
63 A manager would like information on the knowledge base searches conducted by customer and call center agents. Which two metrics are useful for identifying knowledge article effectives?
Choose 2 answers- AKnowledge articles with the lowest rating.
- BKnowledge search query with no results.
- CKnowledge articles created by call center agents.
- DNumber of knowledge articles in each data Category.
64When Service Reps view a case, they often need to see case history of other cases of that same account. How should a consultant configure the Lighting Service Console to support this requirement?
- AAccount tabs and Cases tab
- BCase tabs with Account subtabs
- CAccount tabs with Case subtabs
- DAccount tab with Cases related list
65Universal Containers agents need to be more productive when working cases. Agents 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 agents requirements?
Choose 2 answers- AAdd multiple ELSE IF blocks after the IF block
- BAdd conditional logic to the instructions
- CCreate a formula to build the macro logic around
- DAdd a formula block to the macro
66Which three are characteristics of flow?
Choose 3 answers- AOnly one version of a flow can be activated at a time.
- BApex code must be used to pass data to legacy systems.
- C. Elements can be used to update fields in the database.
- DApex code must be used to update fields in the database.
- EElements can be used to pass data to legacy systems.
67Service console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day
what configuration should a consultant recommend ?- AKeep all Case open in tabs.
- BUse a second Console session.
- CDefine a custom List View.
- DAdd History to the Utility bar.
68How can Contact Center Manager See which Service Representatives nave NOT accepted new cases recently using the Lightning Service Console?
- ACases report sorted by Rep and Case CreatedDate
- BOmni-Channel Supervisor tab
- CCases report sorted by Rep and Case Owner
- DOmni-Channel Utility Component
69Support Managers have requested the ability (o provide real-Lime feedback to agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?:- APush Notifications
- BCase Feed
- COmni-channe! Supervisor
- DNext Best Actions
70Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. What should the consultant recommend to mitigate these concerns?
- ADeploy the configured and tested app to production. Update the agent’s profile to view the app and take away access to the old app.
- BConfigure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- CDeploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- DConfigure the new app in developer org and use an unmanaged package to deploy to production.
71 UC wants to display a history of all of today’s changes to a case in order that occurred on a single page view. This requirement includes comments, emails, and edits to case fields-
what tool should a consultant recommend to implement this requirement?- AAuto launch flow
- BSalesforce Console for Service
- CVisualforce custom page
- DProcess Builder
72Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production. Which two deployment solutions should a consultant use to ensure skills-based rounting is operation in Production? Choose 2 answers
- AChange Serts
- BMass transfer records
- CData Import Wizard
- DData Loader
73What should a consultant recommend to ensure chat request contain enough information for a Customer Service representatives to respond?
- ACustomize the Lightning Console chat page.
- BConfigure a chat Validation Rule.
- CCustomize the pre-chat form.
- DConfigure Lightning Guided Engagement.
74Universal 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- AEnable article submission during case close.
- BCreate an email template to send articles as attachments.
- CEnable article customization for open cases.
- DEnable suggested articles on new cases.
- EEnable agents to create their own personal articles.
75 Universal Containers wants to deploy the Service Cloud to its contact center 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?
- ARecommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting
- BAssign teams in each major contact center to design a solution unique lo its needs and have an analyst build a combined report.
- CAssign a global team of experienced agents and leaders to create a common design template and report structure.
- DRecommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
76 Universal Containers is using the Lightning Service Console for managing cases and wants a softphone to enable click-to-call capability which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- AAssign the correct Salesforce users to the Call Center.
- BInstall an adapter from AppExchange to work with third-party CTI systems.
- CEnable Chat in their community to chat with an agent.
- DAssign the Safesforce CTI license to Salesforce users.
- ECreate a softphone layout and assign to user profiles.
77 A consultant has been hired to integrate a client’s phone system with the Salesforce Service Console. What are two key considerations for this integration?
Choose 2 answers- ACall Center Definition file creation
- BService Console case creation configuration
- CLightning Console enablement
- DCTI Adapter Configuration
78Universal Containers wants to migrate articles from its current database as part of a new Salesforce Lightning Knowledge implementation.
Which factor should a consultant consider as part of the migration strategy?- AVerify that each article type has field-level security on all fields ser to read-only prior to import, in order to prevent any loos of data.
- BConvert any articles containing HTML into plain text before importing because HTML is NOT supported in any article filed types.
- CPrepare a single .csv file that can be used to migrate all article types at ones and include with a properties file in a zip for import.
- DEnsure that each existing article type has a corresponding Salesforce Knowledge article record type that matches its structure and content.
79The contact center at UC offers support through phone, email, public website, and Community, The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management? Choose 2
- ANumber of cases closed by self-service users.
- BNumber of Knowledge articles created each month.
- CAverage call handle time by team
- DNumber of cases created using communities by month
80UC customers like speaking to a live support agent on complex product issues. This cause a heavy amount of phone calls and customers complain about the hold time.
- AContact Requests
- BSocial Customer Service
- CEmbedded Chat Windows
- DOpen CTI
81The Support Manager at UC is getting inaccurate agent performance reports. After researching the data, the Salesforce administrator has identified hundreds of cases that are closed, bust still owned by a queue. Choose 2
- ACreate a case assignment rule to ensure cases are owned by user when closed
- BCreate a case validation rule to ensure cases are owned by a user when closed
- CCreate a Process Builder and Flow to change the owner on closed cases
- DUse a data tool to update the owner field on closed cases
82UC runs a support operation with multiple call centers. The Support Manager wants to measure the first-call resolution by call center location, agent and calendar month.
- ACreate a list view report that includes fields for call center location, agents, calendar month, and firs-call resolution.
- BCreate a Joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- CCreate a reporting snapshot that includes fields for call center location, agent, calendar month, and first call resolution
- DCreate a matrix report that includes fields got call center location, agent calendar month and first-call resolution
83After migrating from Knowledge to Lightning Knowledge, Authors are unable to Create FAQ article type, but can successfully create install Notes article type. Support Manager have confirmed that articles of type FAQ exist in Production.
- AGrant Authors access to the FAQ article type
- BSet Article Org Wide Default to Public ReadWrite
- CAdd Authors to the FAQ Data Category
- DGrant Authors access to the FAQ Record type
84A company has implemented a Salesforce Service Cloud. The company needs KPI to ensure that its customers support service center is profitable.
Choose 3- AAll cases closes Month-to-date
- BAll Open Cases by Channel
- CAll Cases by Customer
- DCase resolution time
- EAl open Cases by Priority
85Universal Containers would like for article links to be shareable to different channels for social interactions.
What solution should a consultant recommend?- ASet up communication channel layouts in the object manager to use Insert Article into Social Post
- BSet up Insert Article into Social post and enable the customer community portal
- CCreate a Chatter group and invite the customer to join with an external chatter user
- DCreate Visualforce page on the customer community portal
86UC 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
- ACreate separate data category groups for each division and assign the category to division profile.
- BCreate a single data category group for each division and provide access using the role hierarchy
- CCreate a sharing rule for each division to provide access using the role hierarchy
- DCreate a sharing rule for each division to provide access based on criteria of the article
87UC 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. Choose 2
- ASelect two Twitter or Facebook accounts.
- BCreate and assign permission sets to give agents social account access.
- CRetrieve Social Studio credentials.
- DEnable the Moderation feature to automatically create cases from posts.
88UC wants to let its customers interact real-time with support agents from their computers and mobile devices.
- AWeb-to-case
- BEmbedded Chat Service
- CCustomer Community
- DCase Assignment Rules
89UC wants customers to have ability to log cases with structured data and route based on urgency and product line.
How should a consultant accomplish this?- AStandard Email-to-Case with assignment rules
- BOmni-Channel with prioritized queues
- CLightning Email with routing priorization
- DStandard Web-to-Case with assignment rules
90Universal Containers to allow customers the ability to submit cases and also to see a dashboard to case resolution history.
Which type of Community license should be used to meet these requirements?- ACustomer community Plus
- BCustomer community
- CHigh Volume Customer Portal
- DLightning External Apps Starter
91The support management team at Universal Containers has noticed an increase in wait times over 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- ACreate reports to analyze call data in order to understand peak times and ensure adequate staffing.
- BSet up a Salesforce Customer Community that will allow customers to create cases online.
- CCreate case escalation rules to route hight-priority cases directly to supervisors for resolution
- DSet up analytical snapshots to capture key case information and create historical trending reports
92Which two capabilities of Lightning Knowledge ensure accurate content in articles?
Choose 2- AKnowledge Action to Publish an Article once the Article is approved.
- BApproval Process that assigns an Article to a Reviewer Queue
- CValidation Rules for article record types to verify all fields during creation
- DData Category to assign an article record type to a Reviewer
93Universal 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?
- ACreate an FAQ article type and configure the enable suggested articles option in support settings
- BCreate an FAQ article type and enable the submit articles feature on the case close page layout.
- CDefine a data category called FAQ and assign category visibility to users in the contact center role
- DEnable Ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
94A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:
• 50 million cases
• 1 million accounts
• 8 million contacts
Which two implications should be considered when planning to migrate this data into Salesforce? Choose 2 answers- ASalesforce reporting speed can be affected.
- BRelated lists on the case object may NOT populate.
- CResults can be slow when searching for records.
- DThe Salesforce org can be slow during the data migration.
95A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
- ANumber of published article views.
- BNumber of articles associated to cases.
- CNumber of content packs attached to cases.
- DNumber of successful keyword searches.
- ENumber of Chatter files attached to cases.
96Universal 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?
- ADefine a data category called FAQ and assign category visibility to users in the contact center role
- BCreate an FAQ article type and configure the enable suggested articles option in support settings.
- CCreate an FAQ article type and enable the submit articles feature on the case close page layout.
- DEnable Ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
97 A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?- ALightning Knowledge
- BClassic Knowledge
- CSalesforce Content
- DSalesforce Files
98A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter
What should the Consultant recommend implementing in the Lightning Service Console?- AThe Social Feed
- BA Twitter Macro
- CThe Case Feed
- DA Custom Component
99Universal 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
- AThe Macros widget or utility must be added to the console.
- BPublisher Actions used in the macros must be on the page layout.
- CCase Feed must be enabled.
- DUsers must use Lightning Experience.
- EThe Run Macros Permission must be granted to users.
100The 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
- ADynamic list updates
- BKeyboard Shortcuts
- CCase hover
- DMulti-monitor support
- EQuick Text.
101Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- AConfigure Success, Warning, and Violation Actions for Milestones.
- BAdd the Entitlements related list to the Account Page Layout.
- CConfigure Assignment Rules based on Case Priority.
- DCreate a Report of all active Entitlements grouped by Customers.
102What is a benefit of a quality monitoring system? Choose 2 answers
- ALower the average speed of answer (ASA)
- BTeach new agents how to handle difficult situations
- CEnforce a consistent standard of service for customer interaction
- DCapture inappropriate word usage and generate reports
103The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- AVerification of the production migration checklist
- BApproval of test scripts from the business lead
- CVerification that sample data has been loaded
- DFind Customer approval on training materials
104Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases . What should a consultant recommend to manage this process using Service Cloud?
- AEnable the self-service portal to generate logins for the hospital staff by region.
- BUse Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- CDesign a custom object to track credit requests and route them regionally using assignment rules
- DUse cases to track the credit requests and route than to regional teams using assignment rules
105The 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? (choose 2)- ARequire agents to check a box on case when submitting a new suggested article
- BCreate a dashboard for articles submitted by agents & approved for publication
- CMeasure & reward agents based on the # of new articles submitted for approval
- DMeasure & reward agents based on the # of new articles approved for publication
106Universal 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 itto 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?- AUse a workflow rule with an action
- BUse a validation rule
- CUse a case assignment rule
- DUse an Apex trigger
107What is the primary function of a private branch exchange (PBX)?
- ATo receive multiple calls at one time
- BTo use speech recognition to directcalls
- CTo report the caller's background information
- DTo mate calls to different agents
108Universal 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?- AConfigure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
- BConfigure the Salesforce Console for Service, integrate the external system, and enable Knowledge
- CConfigure the agent console and display the articles, case view, and external system custom object
- DCreate a custom Visualforce page to display case list view, external system, and knowledge articles
109Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- ATelephony
- BOrder Fulfillment
- CEnterprise Resource Planning (ERP)
- DMarketing
110Universal Containers Executives want to see contact center metrics from each of its different geographic regions . How should a Consultant support this requirement?
- ACreate a Dashboard for each Region.
- BCreate a single Dashboard with a Region filter.
- CCreate a Dashboard for each Case Team.
- DCreate a single Dashboard with a Case Team filter.
111Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- AIt acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
- BIt is a server-based software program that controls the appearence and behavior of a Salesforce Soft Phone
- CIt is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- DPrebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- EIt does NOT require a software install for each call center user on a Windows-based P
112Universal Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search . Which approach will ensure best system performance? Choose 3 answers:
- ACustom indexes
- BTiered data strategy
- CRecord types
- DDivisions
- ECustom search
113Universal Containers 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)
- AOnly one inbound email address can be used for Email-to-Case
- BFollow-up emails and attachments related to a case are attached to the case
- CAssignment, escalation, and workflow rules are processed on inbound emails
- DFollow-up emails related to a case will update the case comments
114Which native Service Cloud solution is used for case satisfaction surveys?
- ACreate a Web-to-case form with a custom case type of survey
- BEnable the case survey option on the case object
- CEnable the case survey auto-response rule
- DCheck the survey option in the case settings
115Universal containers use 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?
- AImplement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- BConfigure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- CConfigure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
- DIntegrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
116 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?
- ACreate a service cloud console to support all channel groupings.
- BCreate an agent profile for each channel grouping.
- CCreate a unique case page layout for each channel grouping.
- DCreate an agent role for each channel grouping.
117Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- ADisplay articles in a public knowledge base.
- BDisplay articles in Salesforce Answers.
- CDisplay articles with HTML, images, and links
- DPublish articles to the Web using Salesforce Publisher.
118Universal 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
- AAssign Article types to the Community
- BEnable Public Solutions
- CEnable Article deliveries
- DPublish Articles to external channels
- EConfigure Content Library permission
119 What is the capability of case feed?
- AAdd custom visual force pages to the case feed page layout.
- BEnable call control using the CTI case feed publisher.
- CEmbed case feed functionality within a visual force page.
- DSwitch from case feed to standard detailpages using a console component
120Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications . Which two configurations should a Consultant use when deploying the console? Choose 2 answers
- AAssign users to a Permission Set granting the Service User license.
- BAssign users to a Permission Set with access to the service console app.
- CAssign users the Service User license on their User record
- DAssign users to a Public Group with access to the service console app
121Which case submission process leverages Apex email services?
- AWeb-to-Case
- BEmail-to-Case
- COn-demand Email-to-Case
- DCase submitted using chat
122A 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? 3 ANSWERS
- ADefine data categories with custom visibility
- BDefine article types with public sharing settings.
- CDefine topics for each knowledge article
- DDefine a custom field to identify the subject.
Informações
- Descrição
- Informática y Comunicaciones Quiz sobre Service Certificate, criado por Susana Gordon em 29-03-2021.
- Autor
- Susana Gordon
- Idioma
- Español
- Visualizações
- 194
- Etiquetas
- Avaliação
- 5,0 de 5 · 1 avaliação Avalie este quiz