To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article managers the various publishing capabilities.What configuration should be recommended to meet this objective?
Assign article managers to public groups and specific article actions to each group
Assign article managers to publication teams and specific publication states to each team
Assign article managers to public groups and specific publication states to each group
Assign article managers to publication teams and specific article actions to each team
What is the primary function of a private branch exchange (PBX)?
To receive multiple calls at one time
To use speech recognition to direct calls
To report the caller's background information
To route calls to different agents
The 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)
Verification of the production migration checklist
Approval of test scripts from the business lead
Verification that sample data has been loaded
Fund customer approval on training materials
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed.What should a consultant recommend to meet these requirements? (Choose 2)
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help.Which system will help Universal Containers meet this requirement?
Computer Telephony Integration
Interactive Voice Response
Automatic Call Distribution
Order Management System
Universal Containers is evaluating whether to implement On–Demand Email–to–Case or Email–to–Case and needs to ensure the solution selected will meet its requirements.Which customer requirement would require the use of Email–to–Case?
Accepts email attachments larger than 10 MB
Accepts attachments from emails
Handles more the 10,000 emails a day
Requires the use of Transport Layout Security (TLS)
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
Create the data categories and set up the data category values.
Set up a zip file that contains the CSV, HTML, and image files.
Create the custom fields for the slide type
Set up the article actions and assign publishers to each action
Set the publication status of the article tame to draft status
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering.What key metrics can be expected to improve following the CTI implementation? (Choose 2)
Average days to close
First call resolution
Average handle time
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick–view–only access to an external database the stores over 100,000 known product bugs logged by the product engineers.Which solution should a consultant design to meet this requirement? (Choose 2)
Display product bug data in Salesforce via a Visualforce page
Use Web Services API to integrate the external database with Salesforce
Create a custom product bug object and import data into Salesforce
Use Bulk API to load the product bug data into Salesforce
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.What should a consultant recommend to meet this requirement? (Choose 3)
Create an email template to send articles as PDF attachments
Enable suggested articles on new cases
Enable article submission during case close
Enable article customization for open cases
Enable agents to create their own personal articles
Universal Containers is using the Service Cloud in its contact center. The contact center manager wants to deploy Answers Community.What should a consultant recommend to integrate Answers into its Service Cloud implementation? (Choose 2)
Create a draft Knowledge article from a reply using the promote article button.
Use the close and resolve button on the case page layout to close a case and mark the question resolved.
Allow administrators and trusted community members to escalate a question into a case.
Display up to three category groups to help organize questions for easy browsing.
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents.Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)
Report on the articles attached in cases.
Report on articles followed in Chatter.
Report on agent ratings on articles
Report on agent feedback on articles
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)
First contact resolution rate
Number of total cases handled
Total number of solutions created by agent
Average number of knowledge articles published
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Service Cloud portal and plans to allow customers to be authenticated users to increase self–service rates.Which method should be used to enable the customers on the portal? (Choose 2)
Have agents manually create users when portal access is requested by customers.
Identify active customers and send them registration instructions via email.
Create active customers as portal users and send them email notifications
Have agents provide customers with portal registration instructions when working a case
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high–volume customer portal.What is a key consideration when configuring a customer portal?
Users cannot own records
Users can download and view content
Users are not associated with a role in the hierarchy
Users can be part of a case team
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click–to–dial capability.What needs to be configured for the SoftPhone to work in Salesforce? (Choose 3)
Assign the correct Salesforce users to the Call Center
Install an adapter from AppExchange to work with third–party CTI systems
Use Apex to create an adapter to work with third–party CTI systems
Create a SoftPhone layout and assign to user profiles
Assign the Salesforce CTI license to Salesforce users
Universal Containers CFO is looking for ways to reduce contact center costs.Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
First call resolution
Average handle time
For which purpose should a contact center use Visual Flow?
To assign follow–up tasks to an agent one week after a case is closed.
To automatically assign cases to a specific queue based on the customer support level
To escalate to the support manager if it has been open for more than 72 hours
To automate business processes for agents who troubleshoot customer support issues via phone
Universal Containers wants to track customer satisfaction (CSAT).Which solution will automate the process for support agents to survey customers when cases are closed?
Enable the case survey object for the customer portal
Utilize an AppExchange package to handle customer surveys
Create a validation rule for case survey email templates
Modify the user interface settings for the case survey sidebar
Which document should be created to support the initial planning phase of an implementation project? (Choose 2)
Requirements traceability matrix
Solution design document
Project kickoff presentation
Universal Containers staffs its contact centers to allow for up to 20% of the total case volume to be escalated. The contact center would like to measure case escalation rate to staff to ensure sufficient training for Tier 1 agents.What solution should a consultant recommend to meet this requirement?
Create a dashboard report to display and compare escalated cases against non–escalated cases.
Create a case report with a custom summary formula to calculate the percentage of escalated cases.
Create a formula field on the case record to calculate percentage of escalated cases.
Create a daily snapshot report of all cases and calculate percentage of escalated cases.
Universal Containers has a three–tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2.How can Universal Containers measure case escalation?
Create an approval process to ensure only the appropriate cases get escalated.
Create a case report to show all cases across tiers filtered by an escalation flag.
Create a custom trigger to generate history when cases get escalated between tiers.
Create a case report to show the number of cases for each tier and sort them by case owner
Universal Containers needs to set up a customer portal to provide customers with a self–service option for support.Which capability can Universal Containers provide its customers via the customer portal? (Choose 3)
Allows customers to submit ideas and answers
Allows customers to customize their user interface
Allows customers to search documents in Contact
Allows customers to follow Chatter feeds
Allows customers to search a knowledge base
Universal Containers is implementing an entitlement process in its contact center to gain better visibility into how well the company is delivering on customer service level agreements (SLAs).How can milestones be used to accomplish this goal? (Choose 2)
To represent metrics such as first–response and resolution time on cases.
To monitor the case escalation rule queue to confirm service levels are met
To identify the customer contact associated with a particular stage of a service contract
To display whether a case response complies with a customer service level agreement
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
Increase the Call–to–Order ratio
Use integrated voice response
Bypass entitlement verification
Use suggested Knowledge articles
A customer has recently implemented an on premise telephony system that is common in the industry. This customer recently purchased Salesforce licenses and is planning to integrate these two systems.What option should a consultant recommend?
Use a computer telephony integration (CTI) adapter that supports its telephony system
Create an API integration between Salesforce and the telephony system
Build a custom computer telephony integration (CTI) adapter using the Salesforce CTI toolkit
Implement an on–demand telephony solution provided by a leading vendor
Universal Containers is ready to launch a customer portal to its targeted customers. The company's executives want to use appropriate metrics to efficiently measure user adoption.Which metrics should be measured? (Choose 2)
Number of calls deflected using IVR
Number of emails compared to portal cases
Number of cases created in the portal
Number of portal logins per day
Universal Containers must provide contact center agents with access to a customer's payment history if the call has a billing problem. The following considerations need to be taken into account:
• Billing problems account for less than 5% of calls.
• Billing data is stored in an external system containing over 20 million records.
• Agents do not want to maintain separate login sessions for Salesforce and the billing system.
• What solution should a consultant recommend? (choose two)
Import payment data into Salesforce and add to the contact page layout as a related list.
Create a custom tab with type URL that displays a search page from the billing system.
Create a custom web service to handle invoice inserts and updates from the billing system.
Create a visual force page that retrieves payment information via a web service call–out.
Universal containers have a service level agreement (SLA) with customers that requires an agent to take ownership of incoming cases within two hours of case creation.Which solution would help universal containers meet its SLA?
Create a workflow rule to send an email to support managers when a case is created and assigned to queues.
Assign case to queues and use escalations rules to escalate cases that have NOT been accepted by an agent
Create a workflow rule to assign a task to all a members of a queues if a case has NOT been accepted by an agent
Use case auto–response rules to send an email to support managers within one hour of case creation.
At universal containers, a support agent dedicated to one customer regularly handles complex integration related cases, the agent collaborates with universal containers product development team and the client's systems.What should the consultant recommend to expedite the handling of these cases?
Enable chatter case feed and add product development team members to the case team.
Create a private chatter group with customers and invite key individuals to join the group.
Build a repository of knowledge articles related to integration and share it with the customer.
Create a related child case and assign the child case to the product development team.
A contact center manager needs to migrate existing help guides and procedure manuals into salesforce knowledge.What steps should the consultant do prior to importing the documents into salesforce knowledge? Choose 2 answers
Create the article types and fields.
Create the data category groups and hierarchy.
Create the profile based category visibility settings.
Compress the CSV, HTML, and image files for the article types.
Universal containers assigns its contact center agents to certain interaction channels and would like to optimize based on their assigned interaction channels.What should a consultant recommend to meet this requirement?
Create multiple agent console applications and configure the layout based on the user's requirements.
Create case page layouts for each interaction channel and assign them to different agent profiles.
Create a service cloud console layout and allow the agents to drag and drop the components they need.
Create multiple service cloud console applications and configure them based on the user's requirements.
Universal Containers is transitioning from a legacy service and support system to salesforce.What is a recommended way to migrate and cleanse the data?
Upload the data into salesforce and then run the native de–dupe tool.
Cleanse the data outside of salesforce and then migrate the data.
Use the salesforce import wizard to load and cleanse the data.
Use salesforce data loader to load and cleanse the data.
A universal container wants to measure the efficiency of its contact center.Which metric should the contact center manager analyze?Choose 3 answers.
Number of closed cases with articles attached.
Average number of days to close cases.
Number of open cases per day.
Number of new customers added.
Number of cases escalated.
Support agents need to verify that customers are eligible to receive customer support before they can update What object is used to verify that a customer is entitled to receive support? Choose2
Universal containers is having trouble with adoption of its knowledge base. Customers have reported difficulty location they need. The following facts are known:
• Data categories are used to indicate which contact center and business unit authored the article.
• Articles have drastically different types of content mixed together (e.g. FAQ, product manuals and install guides).
• Agents are not consistency completing all article fields.
What should the consultant recommend as a first step in improving the usability of the knowledge base?
Add a data category to indicate content type and enable workflow rules.
Use a Visual Force page to enable more granular search filtering.
Create article types for each content type and implement an approval process.
Create article types for each business unit and have supervisors review articles.
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently?
Make contact center representatives accessible 24/7 to distribute the call volume.
Redirect users from the company site to social media forums about the products.
Hire contact center representatives that specialize in each of the product categories.
Make knowledge base articles and community answers accessible on its website.
What support strategy will enable an organization to improve its overall capability for handling customer support inquires without increasing the number of call center agents?
Computer telephony integration.
Universal containers is experiencing system timeouts for social customer. What should a consultant recommend to improve the performance of the reports? Choose2 answers.
Remove unnecessary columns from the reports.
Remove formula fields from filter criteria.
Remove data boundaries from filter criteria.
Remove dashboards based on long–running reports.
A contact center agent needs to respond privately to a Facebook post on the fan page. The post has been converted to a case using salesforce for twitter and Facebook.How can the agent respond privately to the customer?
The agent must change the case status before replying.
The agent can post privately on Facebook for salesforce.
The agent must invite the customer to another channel.
The agent must use the Send private Message" button on the case"
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
Knowledge articles attached to the case.
Contract details related to the entitlement.
Products and assets associated to the case.
Articles appearing in the knowledge sidebar.
Universal containers want to identify potential delays in the customer support process.Which metric should the contact center management analyze?
Open cases by reason.
Cases created by type.
Average case stage duration.
Case volume by channel.
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
Streamline the agent interface.
Enable templates for written responses.
Offer supports through Facebook and twitter.
Implement team productivity dashboards.
The cost of the services for universal containers contact centers have steadily increased.What solution should a consultant recommended to help reduce the cost of service in the contact centers? Choose2
Create auto –response templates for email.
Enable chatter for agents' collaboration.
Enable ideas in a service cloud portal.
Enable knowledge in a service cloud portal.
Universal containers want support agents to have the ability to work on multiple cases at the same time.What should a consultant recommend to meet this requirement?
Configure and utilize the service cloud console.
Configure and utilize the agent console.
Create a visual force page to display multiple cases.
Open multiple salesforce windows at the same time.
Customers can contact universal appliances to report problems with their appliances within 30days of delivery. Support agents need quick–view–only access to an external database that stores over 100000 known product bugs logged by the product engineers.Which solution should a consultant design to meet this requirement? Choose2
Use SOAP API to integrate the external database with salesforce.
Use Bulk API to load the product bug data into salesforce.
Display product bug data in salesforce via visual force page.
Create a custom product bug object and import the data into salesforce
A contact center manager wants to measure the impact of a new customer case program.What can be used to measure an increase in customer satisfaction? Choose2
Customer satisfaction survey.
Average handle time.
First call resolution
Universal containers purchased knowledge and would like to implement it as soon possible.What approach should a consultant recommend?
Create a knowledge visual force component within the service cloud console.
Create a knowledge visual force component on the case detail page.
Activate the knowledge sidebar within the service cloud console.
Activate the knowledge sidebar on the case detail page.
For which purpose should a contact center use visual workflow?
To escalate a case to the support manager if it has been open for more than 72 hours.
To automatically assign cases to a specific queue based on the customer support level.
To assign follow–up tasks to an agent one week after a case is closed.
To automate business processes for agents who troubleshoot customer support issues via phone.
What is the capability of case feed?
Add custom visual force pages to the case feed page layout.
Enable call control using the CTI case feed publisher.
Embed case feed functionality within a visual force page.
Switch from case feed to standard detail pages using a console component
What are the steps you would take before you do an article migration (choose 2)
Create fields and article types
Create the zip file with html, rich text field
Create data categories
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to knowledge base. Which metric should the service manager monitor?
Number of customer ratings
Number of approved articles
Number of article votes
Number of archived articles
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go–live. Agents will need easy access case information for the last one year.
Migrate closed cases with milestones and entitlements.
Migrate open and closed cases with milestones and entitlements.
Migrate open and closed cases without milestones and entitlements.
Migrate closed cases to a custom read–only object.
Universal containers has implemented service cloud in their call center and would like to integrate it with their existing telephone system. All members of staff use a standard build for desktop computers and the IT department has indicated that they a produce a custom desktop build for the call center staff. Which solution should a consultant recommend?
Move to a cloud–based telephony system.
Implement an adapter using the telephony/API
Implement an adapter built on open CTI
Build an adapter using the CTI toolkit.
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)
Require agents to check a box on case when submitting a new suggested article
Create a dashboard for articles submitted by agents & approved for publication
Measure & reward agents based on the # of new articles submitted for approval
Measure & reward agents based on the # of new articles approved for publication
Universal containers wants to streamline the troubleshooting process for inbound phone calls using visual workflow. A call greeting script to be created to perform the following:• Prompt agent to ask for the caller's geographic region.• Allow the agent to select a region from the picklist in the accounts object.• Present a list of services available in that region to the agent. What visual workflow element should a consultant use to accomplish this? Choose 3
A customer analyzed its historical cases and found that over 50% of cases were created by users who forgot their passwords. Which action will reduce the amount of time that agents spend resolving these cases?
Create a workflow rule to increase case priority for cases involving a forgotten password.
Create a case assignment rule to assign all cases to a dedicated agent who resets passwords.
Create an Apex trigger to reset the user's password if the case description contains the word forgotten".
Create an auto–response rule and email template with details on how users can reset their passwords."
An outsourced contact center is losing part–time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
Mix telephony interactions with email and chat
Extend benefits to part–time agents
Provide additional training on tools and process
Allow shift trading between agents
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
Use auto response rule to send an email...
Use escalation rule to send an email...
Supervisors to investigate those cases...
Identify those cases and assign to the closure team...
Which solution can be used to improve call deflection? Choose 3
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?