Sebastian Jud
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Salesforce Service Cloud Quiz on Service Cloud Posta 4, created by Sebastian Jud on 13/03/2019.

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Service Cloud Posta 4

Question 1 of 42

1

Universal Containers receives support requests through a variety of email addresses and web forms
for different parts of the business.
Which combination of features will ensure cases are handled most efficiently by the appropriate
representatives?

Select one of the following:

  • Case Assignment Rules, Queues, Public Groups, Omni-Channel

  • Case Assignment Rules, Queues, Chatter Groups, Live Agent

  • Escalation Rules, Queues, Public Groups, Live Agent

  • Escalation Rules, Queues, Chatter Groups, Omni-Channel

Explanation

Question 2 of 42

1

Universal Containers is implementing an entitlement process to measure customer service level
agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

Select one or more of the following:

  • Representing metrics such as first-response and resolution time on cases

  • Monitoring the case escalation rule queue to confirm service levels are met

  • Identifying the customer contact associated with a particular stage of a service contract

  • Displaying whether a case response complies with a customer’s service level agreement

Explanation

Question 3 of 42

1

Universal Containers initiates cases based on electronic transmissions from power units. The case
management process is as follows:
- A work order is submitted to a field service team to perform a technical review
- After the technical review is closed, an agent needs to contact the customers to review the activities
- Cases can only be closed after the customer review has been completed
Universal Containers needs to determine whether the work orders and customer contacts should be
stored as child cases or on a related custom object

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Which three aspects should the consultant consider to meet these requirements?

Select one or more of the following:

  • Account team relationship to the primary contact

  • Case closure rules on the original case

  • Work order and customer contact escalation requirements

  • Visibility and access to the work order records

  • Total number of account and contact records in the database

Explanation

Question 4 of 42

1

Which two solutions can be used to enable agents to manage multiple cases at the same time when
designing a Contact Center?
2 answers

Select one or more of the following:

  • Computer Telephone Integration

  • Interactive Voice Response

  • Live Agent

  • Social Customer Service

Explanation

Question 5 of 42

1

The Service Manager at Universal Containers has configured Live Agent. However, the Agents are
unable to see the Live Agent footer component in the console.
Which configuration option should the Consultant verify?

Select one of the following:

  • Verify that users are assigned the Live Agent feature license

  • Verify that users have access to the Live Agent public group

  • Verify that users are assigned the Live Agent user profile

  • Verify that users have access to the Live Agent chat buttons

Explanation

Question 6 of 42

1

Universal Containers provides customer support for both new products and routine maintenance of
existing products. The cases for both types have many stages and fields in common, however, the
maintenance cases have additional stages and fields that need to be capture.
Which two features should a Consultant recommend to accomplish this objective?
Choose 2 answers

Select one or more of the following:

  • Record Types

  • Approval Process

  • Support Types

  • Support Process

Explanation

Question 7 of 42

1

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 Customer
Community and plans to allow customers to be authenticated users to increase self-service rates. Which
two methods should be used to enable the customers on the Community? Choos 2 answers

Select one or more of the following:

  • Send email notifications to all Customer to join Community

  • Have agents manually create Users when Community access is requested by Customers.

  • Have agents provide Customers with Community registration instructions when working on a
    case.

  • Identify active Customers and send them registration instructions via email.

Explanation

Question 8 of 42

1

Universal Containers has determined that case list views are slow to load because the large number
of cases in the system. Which two actions will improve the performance of the list views? Choose 2
answers

Select one or more of the following:

  • Reduce the number of fields displayed.

  • Restrict visibility of the views.

  • Filter the views by case owner.

  • Remove filter criteria from the views.

Explanation

Question 9 of 42

1

Universal Containers wants to create a process to verify that customers are eligible for support before
a case is created. A consultant recommends using entitlement management to meet this requirement.
Which two benefits are realized by using the entitlement management feature? Choose 2 answers

Select one or more of the following:

  • Ability to specify unique service levels for each customer

  • Ability to determine if a customer has escalated a case in the past

  • Ability to prompt callers for the service contract number within IVR menus

  • Ability to enforce service levels with time-dependent processes

Explanation

Question 10 of 42

1

Universal containers want to ensure Cases are handled both efficiently and by the right agents,

distributing the load so agents do NOT have to manually select the next Case to work. Which two Omni-
Channel features will assist in this routing and distribution? Choose 2 answers

Select one or more of the following:

  • Route to agents with the most capacity to take on new work.

  • Route to agents with the least amount of active assigned work.

  • Route to agents with the most cases closed for that topic.

  • Route to agents staffing the assigned overflow queues.

Explanation

Question 11 of 42

1

Universal Containers is developing its strategy for supporting its customers on social media sites. The
company’s requirements include the ability to:
• Monitor Facebook fan page for new post and comments from customers
• Link new posts and comments to an existing customer record
• Respond to posts from the existing Salesforce Console for Service
• Create and link social personas to contacts.
What should a consultant recommend to meet these requirements?

Select one of the following:

  • Create a Force.com app for Facebook monitoring.

  • Integrate Facebook to its existing Customer Community.

  • Enable Salesforce social profile on contacts.

  • Enable Social Customer Service.

Explanation

Question 12 of 42

1

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center.
Which three features should a Consultant recommend? Choose 3 answers

Select one or more of the following:

  • Filed Service

  • Communities

  • Chatter Questions

  • Macros

  • Public Knowledge

Explanation

Question 13 of 42

1

Universal Containers would like to implement Omni Channel within Service Cloud for their
representatives. What is the first step an Administrator is required to perform in order to configure Omni
Channel?

Select one of the following:

  • Assign Users to the Omni Channel Feature License.

  • Assign Users to Omni Channel permissions.

  • Enable Omni Channel by clicking Settings in Setup.

  • Contact Salesforce to have Omni Channel enabled

Explanation

Question 14 of 42

1

Universal Containers’ customer service technicians need to access the following information while at
a customer site to complete the service call:
• Customer order history
• Level of contacted support
• List of replaceable parts
Which system can Salesforce integrate with to retrieve this information and make it available to
technicians in the field?

Select one of the following:

  • A third-party mobile application platform

  • A knowledge management system

  • A workforce management system

  • An enterprise resource planning system

Explanation

Question 15 of 42

1

Universal Containers regularly has issues with customers that need complex, hands-on technical
support with high priority issues in hard-to-visit places. What should a Consultant recommend for reliable
real-time support to customers to customers with these restrictions?

Select one of the following:

  • SOS Video Chat

  • Salesforce Knowledge

  • Field Service Lightning

  • Customer Community

Explanation

Question 16 of 42

1

What statement is true about the Salesforce Knowledge article lifecycle?

Select one of the following:

  • Articles CANNOT be published until they are reviewed and validated by a qualified author.

  • Approval processes CANNOT allow publishing of articles that have specific validations statuses.

  • Knowledge uses public groups as a way to assign users to specific tasks related to articles

  • Article permission sets allow agents to participate in the article publishing process.

Explanation

Question 17 of 42

1

Universal Containers will be launching a telesales contact center. What are two design
considerations? Choose 2 answers

Select one or more of the following:

  • Strategies to maximize call deflection

  • Integration with Lead Generation applications

  • Integration with Field Service teams and applications

  • Performance for high volume of interactions

Explanation

Question 18 of 42

1

The Service Manager at Universal Containers wants to improve the adoption of public Knowledge
Articles and has decided to review published articles that have NOT been updated in the last 90 days, so
that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the
articles that need to be reviewed?

Select one of the following:

  • Create a custom report for Knowledge Articles that filters the results based on publication status
    and last modified Date.

  • Create a custom list view for Knowledge Articles the filters the result based on publication status
    and last modified date.

  • Provide the Service Manager with edit permissions to the standard Knowledge Article reports.

  • Provide the Service Manager with edit permissions to the standard Knowledge Article views.

Explanation

Question 19 of 42

1

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to
evaluate the quality of the articles being produced. What should the consultant recommend to gather
information on Knowledge article usefulness?

Select one of the following:

  • Install Knowledge Base Dashboards and Reports AppExchange package.

  • Contact Salesforce to send a report on article efficacy.

  • Create a group of super users that will evaluate and manage articles.

  • Send out a monthly survey to customers requesting feedback

Explanation

Question 20 of 42

1

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What
approach should a consultant recommend?

Select one of the following:

  • Activate Knowledge One within the Salesforce Console for Service.

  • Create a Knowledge Visualforce component on the case detail page.

  • Activate Knowledge One on the case detail page.

  • Create a Knowledge Visualforce component within the Salesforce Console for Service.

Explanation

Question 21 of 42

1

Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to
maintain performance over time. Which two recommended techniques should be utilized? Choose 2
answers

Select one or more of the following:

  • Optimize queries to reduce the scope of Cases included with each search.

  • Create a data retention plan that archives or purges Cases at regular intervals.

  • Ask contact center managers to review data each quarter to possibly delete.

  • Write an Apex trigger that deletes one case each time a new case is created.

Explanation

Question 22 of 42

1

Universal Containers’ support management team has noticed an increase in wait times over the last
several months when customers call in for support. Which tow recommendations should a Consultant
suggest to help decrease customer wait times? Choose 2 answers

Select one or more of the following:

  • Create reports to analyze call data in order to understand peak times and ensure adequate
    staffing.

  • Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

  • Set up analytical snapshots to capture key case information and create historical trending reports.

  • Set up a Salesforce Customer Community that will allow customers to create cases online

Explanation

Question 23 of 42

1

Which three processes are uses case for Visual Workflow? Choose 3 answers

Select one or more of the following:

  • Cross-sell promotions for agents

  • Decision-based troubleshooting for agents

  • Assignment of email to a case queue based on subject

  • Caller verification and creation of a new case

  • Field validation during case creation

Explanation

Question 24 of 42

1

A company has implemented Salesforce Service Cloud. The company needs Key Performance
Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can
be used to help executive management understand service center costs? Choose 3 answers

Select one or more of the following:

  • All open Cases by Priority

  • All open cases by Channel

  • All Cases closed Month-to-date

  • Case resolution time

  • All Cases by Customer

Explanation

Question 25 of 42

1

Universal Containers’ agents often need to access the same cases, contacts, and orders multiple
times per day. What should a consultant recommend to meet this requirement?

Select one of the following:

  • Create a custom list view for cases, contacts, and orders and pin them to the side bar.

  • Enable the “Access Recent Items” user permission on the user profiles.

  • Enable the “History” component within the Salesforce Console for Service.

  • Embed a “Recent Items” Visualforce component into the Salesforce Console for Service.

Explanation

Question 26 of 42

1

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

Select one or more of the following:

  • Agents can use telephony on a wide range of browsers and operating systems while only
    developing once.

  • Developers can embed API calls and processes on web pages to automate call handling processes.

  • Agents can run their SoftPhone at the operating system level, embedded in the task bar or system
    tray.

  • Developers can integrate with any telephony platform available with little to no need for
    customization.

Explanation

Question 27 of 42

1

Universal Containers’ Tier 1 Support Call Center has realized an increase in 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?

Select one of the following:

  • Create a dashboard to track and manage call volumes by type.

  • Create Knowledge articles and publish internally and publicly.

  • Configure IVR routing to bypass Tier 1 for the product line.

  • Configure Omni-channel to assign cases directly to Tier 2.

Explanation

Question 28 of 42

1

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 noticed 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 to create emails for these cases? 3
answers

Select one or more of the following:

  • Implement Quick Test

  • Enable the Support Process for default email templates

  • Implement Macros

  • Implement Email-To-Case

  • Enable the Support Setting for default email templates

Explanation

Question 29 of 42

1

Universal Containers has recently set up an email-to-case channel for customers to submit case.
However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

Select one of the following:

  • Insert a reference Thread ID in the email subject template

  • Use Omni-Channel to automatically route inbound email

  • Assign a user to manually manage incoming email

  • Convert to an On-Demand Email-to-Case setup

Explanation

Question 30 of 42

1

What method can be used to route cases from social channels?

Select one of the following:

  • Use Twitter-to-case and add workflow rules to the case object

  • Enable Social Network Profile and add workflow rules to the contact object

  • Enable Social Network Profile and add assignment rules to the case object

  • Enable Social Customer Service and add assignment rules to the case object

Explanation

Question 31 of 42

1

Universal Containers customers are encouraged to submit web cases when they find errors or
omissions in product documentation. The information is captures on a case with the “Errata” record
type. The Technical Writing Manager would like to send an email to the customer that includes details of
the correction process.
What should a consultant recommend to meet this requirement?

Select one of the following:

  • Create a workflow rule and email alert action that sends an email to the case contact when a
    case with the “Errata” record type is created

  • Create an auto-response rule that sends an email to the case contact when a case with the
    “Errata” record type is created

  • Create an Apex trigger that sends an email to the case contact when a case with the “Errata”
    record type is created

  • Create an assignment rule that sends an email to the case contact when a case with the “Errata”
    record type is created

Explanation

Question 32 of 42

1

A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will be happened? 2 answers

Select one or more of the following:

  • The Customer is shown the new Rep’s name

  • Both Service Reps can chat with the customer

  • The chat transcripts and case are transferred

  • The Customer doesn’t know they were transferred

Explanation

Question 33 of 42

1

When adding a report chart to a Console Component, which three of the following should a
Consultant consider? Choose 3 answers

Select one or more of the following:

  • The report contains a chart

  • The report is shared with a Chatter Group

  • The report has a standard Report Type

  • The report chart is added to the Page Layout

  • The report is a Summary or Matrix report

Explanation

Question 34 of 42

1

Universal containers is trying to reduce the amount of time support agents spend creating cases.
The new method 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 suggest?

Select one of the following:

  • On-Demand Email-to-case

  • Standard email to case

  • Web to case forms

  • Omni channel routing

Explanation

Question 35 of 42

1

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 1 answer

Select one of the following:

  • Bulk Data Transfer API

  • Java Language Specific Toolkit

  • Data Integration via SOAP API

  • Cloud-to-Cloud Integration Toolkit

Explanation

Question 36 of 42

1

UC wants to ensure the contracted service level requirements for its clients are being met. What
should be configured to meet this requirement?

Select one of the following:

  • Entitlement processes, contracts, contract line items, and entitlements

  • Entitlement processes, contracts, milestones, and milestone actions

  • Entitlement processes, contract line items, milestones, and entitlements

  • Entitlement processes, milestone, milestone actions, and entitlements

Explanation

Question 37 of 42

1

What is a characteristic of Visual Workflow? Choose 3 answers.

Select one or more of the following:

  • Elements can be used to update fields in the database

  • Apex code must be used to pass data to legacy systems

  • Apex code must be used to update fields in the database

  • Only one version of a flow can be activated at a time

  • Elements can be used to pass data to legacy systems

Explanation

Question 38 of 42

1

UC wants to provide its 20 million customers with a portal where they can: Submit inquires,
Monitor the status of those inquiries, and View their contact information. To meet these requirements,
which type of portal license would be most appropriate for the customers?

Select one of the following:

  • Partner Community

  • Customer Community

  • Company Community

  • Employee Community

Explanation

Question 39 of 42

1

Universal Containers must provide contact centre 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)

Select one or more of the following:

  • 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.

Explanation

Question 40 of 42

1

When planning the migration of an existing knowledge base into Salesforce Knowledge, what
factors should be considered in selecting which articles to migrate?

Select one of the following:

  • Original creation date and average rating of articles

  • Last modified date and frequent search terms

  • Last modified date and number of recent article views

  • Original creation date and total number of article views

Explanation

Question 41 of 42

1

Universal Containers is launching a full line of new products and Service Cloud should support the
following requirements:– Agents need to collaborate with other teams– The product development team
needs to be alerted on high–priority cases for specific products Which solution will meet these
requirements

Select one of the following:

  • Use escalation rules for notifications and case teams to monitor cases

  • Use workflow rules for notifications and case teams to monitor cases

  • Use escalation rules for notifications and account teams to monitor cases

  • Use workflow rules for notifications and account teams to monitor cases

Explanation

Question 42 of 42

1

Universal Containers is transitioning from a legacy service and support system to salesforce. What
is a recommended way to migrate and cleanse the data?

Select one of the following:

  • 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.

Explanation

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