Susana Gordon
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Informática y Comunicaciones Quiz on Service Certificate, created by Susana Gordon on 29/03/2021.

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Service Certificate

Service Certificate

Question 1 of 122

1

What are three considerations when adding a report chart to a Console Component?
Choose 3 answers

Select one or more of the following:

  • The report is a Summary or Matrix report.

  • The report has a standard Report Type

  • The report is shared with a Chatter Group.

  • The report chart is added to the Page Layout

  • The report contains a chart

Explanation

Question 2 of 122

1

Universal 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?

Select one of the following:

  • Create a self-service Help Center.

  • Implement Case Assignment Rules

  • Allow Comments on Knowledge articles.

  • Enable Chat in a Customer Community

Explanation

Question 3 of 122

1

Universal 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?

Select one of the following:

  • Social Media Marketing message tagging

  • Einstein Bot social queues.

  • Social Customer Service for Twitter and Facebook.

  • Social Persona for Twitter and Facebook.

Explanation

Question 4 of 122

1

Universal 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

Select one or more of the following:

  • Dashboard Folder Sharing

  • Case object permissions set to create and read

  • Dynamic Dashboards

  • Org-wide default for Cases set to Private

Explanation

Question 5 of 122

1

Universal 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

Select one or more of the following:

  • Contacts

  • Cases

  • Contracts and SLAs

  • Chatter Answers

Explanation

Question 6 of 122

1

Universal 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

Select one or more of the following:

  • Reduced first contact resolution

  • A knowledge article life cycle that is implemented correctly the first time and does not need to change

  • A knowledge article life cycle that evolves based on usage and demand

  • Reduced issue resolution time

Explanation

Question 7 of 122

1

A 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?

Select one of the following:

  • Verify that users are assigned the Chat feature license

  • Verify that users have access to the Chat public group

  • Verify that users are assigned the Chat user profile.

  • Verify that users have access to the Chat buttons.

Explanation

Question 8 of 122

1

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?

Select one of the following:

  • Create a Process Builder with Scheduled Actions.

  • Configure Case Escalation Rules

  • Define Case Auto-Response Rules

  • Einstein Case Assignment Rule

Explanation

Question 9 of 122

1

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?

Select one of the following:

  • Use Process Builder for notifications and account teams to monitor cases.

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

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

  • Use Process Builder for notifications and case teams to monitor cases.

Explanation

Question 10 of 122

1

Universal 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?

Select one of the following:

  • Publish a Managed Package

  • Manually re-create the Permission Sets

  • Create an Unmanaged Package

  • Use a Change Set

Explanation

Question 11 of 122

1

Universal 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

Select one or more of the following:

  • Record Types

  • Omni-Channel

  • Article Record Types

  • Support Processes

  • Page Layouts

Explanation

Question 12 of 122

1

Universal 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

Select one or more of the following:

  • Omni-Channel

  • Macros

  • Quick Text

  • Publisher Actions

  • Chatter

Explanation

Question 13 of 122

1

How should a consultant provide Suggested Article functionality to Lightning Service Console users?

Select one of the following:

  • Create email templates with Knowledge Articles attached

  • Add the Knowledge Component to the Service Console.

  • Add the Knowledge tab to the Console app.

  • Add the Suggested Articte widget to the Case page layout.

Explanation

Question 14 of 122

1

Universal 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

Select one or more of the following:

  • Lightning Process Builder

  • Path for Cases

  • Interaction Log

  • Lightning Flow for Service

Explanation

Question 15 of 122

1

Universal 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?

Select one of the following:

  • Entitlements and Milestones

  • Case Assignment

  • Salesforce Console

  • Case Escalation

Explanation

Question 16 of 122

1

If 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?

Select one of the following:

  • Configure a Visual Flow Troubleshooting Action

  • Implement Lightning Guided Engagement

  • Enable Omni-Channel Case assignment

  • Define separate Record Types for Tier 1 and Tier 2

Explanation

Question 17 of 122

1

Universal 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

Select one or more of the following:

  • Set up an intuitive Data Category hierarchy

  • Restrict the Manage Articles user permission.

  • Enable and configure wildcards for article searches.

  • Require that an article be added when closing a case.

Explanation

Question 18 of 122

1

Universal 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?

Select one of the following:

  • Data loader, change sets, and Force.com Excel Connector

  • Visual Workflow, data loader, and Force.com IDE

  • Visual Studio Code and change sets

  • Mass Transfer Records, change sets, and Visual Studio Code

Explanation

Question 19 of 122

1

Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?

Select one of the following:

  • Deliver the entire project simultaneously so as to present UC with a completed solution

  • Set a cutoff date of 1.5 months before user aCceptance testing for any change requests.

  • Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

  • Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

Explanation

Question 20 of 122

1

Universal 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?

Select one of the following:

  • Email-to-Case

  • On-Demand Email-to-Case

  • Outlook Integration

  • Web-to-Case

Explanation

Question 21 of 122

1

Universal 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?

Select one of the following:

  • Create a sharing rule to share the contact record with the community member.

  • Change the org-wide default for cases and contacts internal access to private.

  • Set up a sharing set to grant access based on the community member's contact record.

  • Update the case assignment rule to add the community member to the predefined case team.

Explanation

Question 22 of 122

1

Metrics show that Universal Containers has a high call abandonment rate.
Which two strategies should a consultant recommend?
Choose 2 answers

Select one or more of the following:

  • Add additional agents to lower average hold time.

  • Use Assignment rules and case queues.

  • Simplify the interactive voice response (IVR) tree.

  • Set up Email-to-Case.

Explanation

Question 23 of 122

1

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?

Select one of the following:

  • Case report grouped by Call Center

  • Reporting Snapshots by Call Center

  • Dynamic Dashboard by Call Center

  • Report Subscriptions by Call Center

Explanation

Question 24 of 122

1

The 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?

Select one of the following:

  • Create an auto-response rule to send the article to the customer.

  • Create a Lightning email template to send the article to the customer.

  • Create a macro to send an email with the article to the customer.

  • Create a workflow email alert to send the article to the customer.

Explanation

Question 25 of 122

1

Which 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?

Select one of the following:

  • Lightning Flow Component

  • Path for Cases

  • Service Console Macros

  • Lightning Guided Engagement

Explanation

Question 26 of 122

1

Cloud 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?

Select one of the following:

  • Plan, Prepare, Test, Execute. Validate

  • Plan, Prepare, Validate, Execute, Test

  • Prepare, Plan, Test, Execute. Validate

  • Prepare, Plan, Validate, Execute, Test

Explanation

Question 27 of 122

1

Agents 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?

Select one of the following:

  • Create a Case Macro

  • Configure Process Builder

  • Define Case Escalation Rules

  • Activate a Validation Rule

Explanation

Question 28 of 122

1

The 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?

Select one of the following:

  • While holding for a support agent

  • An email to case inquiry

  • Web-to-case question

  • On-demand email to case

Explanation

Question 29 of 122

1

Universal Containers Is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption?
Choose 3 answers

Select one or more of the following:

  • Increased call routing accuracy

  • Increased call deflection

  • Optimized use of resources

  • Reduced issue resolution time

  • Reduced support channels

Explanation

Question 30 of 122

1

Universal 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?

Select one of the following:

  • Utilize topic tags for each product type.

  • Define article types with sharing settings.

  • Set the visibility to the data categories.

  • Enable suggested articles in the community

Explanation

Question 31 of 122

1

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? Choose 2 answers

Select one or more of the following:

  • Multiple Article Record Types can be imported in the same CSV.

  • Each Article Record Type must be in a separate CSV.

  • Article Record Types must be created before the import.

  • Article Record Types will be created as part of the import.

Explanation

Question 32 of 122

1

What approach should a consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

Select one of the following:

  • Create a data category for each product: assign data categories to service agents.

  • Create a permission set for each record type: assign permissions to service agents.

  • Create an article action for each record type; assign record types to service agents.

  • Create a page layout for each record type; assign layouts to service agents.

Explanation

Question 33 of 122

1

Universal 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?

Select one of the following:

  • Enable Omni-Channeil Routing.

  • Configure Case Escalation Rules.

  • Use Process Builder with Scheduled Actions.

  • Define Entitlements and Milestones.

Explanation

Question 34 of 122

1

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?

Select one of the following:

  • Customize service channel settings to define how the organization receives work from various sources.

  • From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

  • Create the necessary objects in Salesforce.

  • Create a Salesforce Case to have Omni-Channel re-enabled.

Explanation

Question 35 of 122

1

Universal 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?

Select one of the following:

  • Validation rule

  • Process Builder

  • Workflow

  • Assignment rule

Explanation

Question 36 of 122

1

Universal 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?

Select one of the following:

  • AppExchange solution

  • Social Conversation Component

  • Custom Lightning Component

  • Omni-Channel

Explanation

Question 37 of 122

1

Universal 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

Select one or more of the following:

  • Standardize all rows to match Salesforce data types.

  • Import the records and use Duplicate Management.

  • Import the records and create a workflow rule to change the data type.

  • Install the Data Quality Analysis Dashboards from the AppExchange.

  • Deduplicate the data before importing into Salesforce.

Explanation

Question 38 of 122

1

Universal 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?

Select one of the following:

  • Deploy a Partner Central Community

  • Implement Recommended Articles.

  • Configure Web-to-Case.

  • Create a Customer Community.

Explanation

Question 39 of 122

1

Universal 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?

Select one of the following:

  • Contact Requests

  • Field Service

  • Mobile Connect

  • Omni Channel

Explanation

Question 40 of 122

1

Universal Containers 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, milestones, milestone actions, and entitlements

  • Entitlement processes, contracts, milestones, and milestone actions

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

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

Explanation

Question 41 of 122

1

Universal 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?

Select one of the following:

  • Build a Summary report on Products and Activities.

  • Set up a reporting snapshot of the case, contact and activity objects.

  • Customize the My Teams Calls this week standard report.

  • Create a Custom Report type with activities as the primary object.

Explanation

Question 42 of 122

1

A Service Representative transfers a Chat to another Representative.
Which two things will happen?
Choose 2 answers

Select one or more of the following:

  • Both Service Reps can chat with the Customer.

  • The Customer is shown the new Representative’s Name

  • The Chat Transcript and Case are transferred.

  • The Customer does not know they were transferred.

Explanation

Question 43 of 122

1

Universal 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

Select one or more of the following:

  • Web-to-Case forms

  • On-Demand Email-to-Case

  • Standard Email-to-Case

  • Apex Email Service

Explanation

Question 44 of 122

1

A 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

Select one or more of the following:

  • Customer Support Requests

  • Customer Satisfaction Survey

  • Service Level Agreement

  • Net promoter Score

  • Customer Purchase History

Explanation

Question 45 of 122

1

Universal Containers wants to be able to assign cases based on the same criteria they use for chat.
Which feature should a consultant recommend?

Select one of the following:

  • Case Skills-based Assignment Rules

  • Omni-channel Skills-based routing

  • Chat Queue-based routing

  • Omni-channel Queue-based routing

Explanation

Question 46 of 122

1

Universal 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?

Select one of the following:

  • Configure Case Assignment Rules to use Queues.

  • Configure Omni-Channel Routing Model as Most Available.

  • Configure Omni-Channel Routing Model as Least Active.

  • Configure Case Assignment Rules to use Users.

Explanation

Question 47 of 122

1

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

Select one of the following:

  • Lightning Console

  • Field Service Lightning

  • Employee Community

  • Salesforce Mobile App

Explanation

Question 48 of 122

1

Universal 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?

Select one of the following:

  • Prioritize the requirements based on who submitted them.

  • Provide a timeline that addresses all the requirements.

  • Organize the requirements from largest to smallest.

  • Identify the requirements needed for initial GoLive.

Explanation

Question 49 of 122

1

.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

Select one or more of the following:

  • Schedule adherence

  • Agent utilization

  • Number of calls offered

  • Quality monitoring score

Explanation

Question 50 of 122

1

Field 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?

Select one of the following:

  • Integrate with an enterprise resource planning system

  • Configure Visual Flows on Salesforce mobile.

  • Develop and publish a knowledge management system

  • Implement Fteld Service Lightning.

Explanation

Question 51 of 122

1

Cloud 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

Select one or more of the following:

  • Create an Entitlement Process.

  • Configure Service Contracts.

  • Enable Work Orders.

  • Set up Milestones

Explanation

Question 52 of 122

1

Universal 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?

Select one of the following:

  • Chat

  • Email-to-case

  • Social Customer Service

  • Web-to-case

Explanation

Question 53 of 122

1

Universal 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?

Select one of the following:

  • Change Sets

  • Data Loader

  • Manual configuration

  • Mass Transfer Records

Explanation

Question 54 of 122

1

Contact 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?

Select one of the following:

  • Process Builder Scheduled Actions

  • Milestone Actions

  • Scheduled Reports

  • Time-based Workflow Rules

Explanation

Question 55 of 122

1

To 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?

Select one of the following:

  • Add the Knowledge related list to the Case record page.

  • Add Knowledge Data Categories to each Case.

  • Add the Knowledge tab to the Service Console.

  • Add the Knowledge Component to the Case record page.

Explanation

Question 56 of 122

1

Universal 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

Select one or more of the following:

  • External Objects

  • Salesforce Connect

  • Custom Objects

  • Middle-tier integration

Explanation

Question 57 of 122

1

Which search mechanism should be used to find case comments from within the Lightning Service Console?

Select one of the following:

  • Global Search

  • Search Utility Component

  • Comment Search Component

  • Comments List View

Explanation

Question 58 of 122

1

Universal 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?

Select one of the following:

  • Use the Lightning Knowledge Migration Tool and choose ‘include files’.

  • Post the Files to the Chatter Feed on each Articte.

  • Use the Files Related List on each article to add files to your articles.

  • Upload the files as Documents, then relate them to the migrated Articles.

Explanation

Question 59 of 122

1

Service 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?

Select one of the following:

  • Enable Keyboard shortcuts

  • Define criteria-based record page components

  • Configure Macros

  • Create multiple Console layouts

Explanation

Question 60 of 122

1

Universal 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?

Select one of the following:

  • Salesforce for Outlook

  • Email-to-Case

  • On-Demand Email-to-Case

  • Webd-to-Case

Explanation

Question 61 of 122

1

Universal 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?

Select one of the following:

  • Contact Salesforce to send a report on article efficacy.

  • Send out a monthly survey to customers requesting feedback.

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

  • Install Knowledge Base Dashboards and Reports AppExchange package.

Explanation

Question 62 of 122

1

Universal 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?

Select one of the following:

  • Limit Customers to 5 Cases per day.

  • Provide a self-help Customer Community.

  • Add more support phone lines.

  • Ask sales reps to respond to support Cases.

Explanation

Question 63 of 122

1

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

Select one or more of the following:

  • Knowledge articles with the lowest rating.

  • Knowledge search query with no results.

  • Knowledge articles created by call center agents.

  • Number of knowledge articles in each data Category.

Explanation

Question 64 of 122

1

When 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?

Select one of the following:

  • Account tabs and Cases tab

  • Case tabs with Account subtabs

  • Account tabs with Case subtabs

  • Account tab with Cases related list

Explanation

Question 65 of 122

1

Universal 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

Select one or more of the following:

  • Add multiple ELSE IF blocks after the IF block

  • Add conditional logic to the instructions

  • Create a formula to build the macro logic around

  • Add a formula block to the macro

Explanation

Question 66 of 122

1

Which three are characteristics of flow?
Choose 3 answers

Select one or more of the following:

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

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

  • . Elements can be used to update fields in the database.

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

  • Elements can be used to pass data to legacy systems.

Explanation

Question 67 of 122

1

Service 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 ?

Select one of the following:

  • Keep all Case open in tabs.

  • Use a second Console session.

  • Define a custom List View.

  • Add History to the Utility bar.

Explanation

Question 68 of 122

1

How can Contact Center Manager See which Service Representatives nave NOT accepted new cases recently using the Lightning Service Console?

Select one of the following:

  • Cases report sorted by Rep and Case CreatedDate

  • Omni-Channel Supervisor tab

  • Cases report sorted by Rep and Case Owner

  • Omni-Channel Utility Component

Explanation

Question 69 of 122

1

Support 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?:

Select one of the following:

  • Push Notifications

  • Case Feed

  • Omni-channe! Supervisor

  • Next Best Actions

Explanation

Question 70 of 122

1

Universal 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?

Select one of the following:

  • Deploy the configured and tested app to production. Update the agent’s profile to view the app and take away access to the old app.

  • Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

  • Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

  • Configure the new app in developer org and use an unmanaged package to deploy to production.

Explanation

Question 71 of 122

1

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?

Select one of the following:

  • Auto launch flow

  • Salesforce Console for Service

  • Visualforce custom page

  • Process Builder

Explanation

Question 72 of 122

1

Universal 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

Select one or more of the following:

  • Change Serts

  • Mass transfer records

  • Data Import Wizard

  • Data Loader

Explanation

Question 73 of 122

1

What should a consultant recommend to ensure chat request contain enough information for a Customer Service representatives to respond?

Select one of the following:

  • Customize the Lightning Console chat page.

  • Configure a chat Validation Rule.

  • Customize the pre-chat form.

  • Configure Lightning Guided Engagement.

Explanation

Question 74 of 122

1

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement?
Choose 3 answers

Select one or more of the following:

  • Enable article submission during case close.

  • Create an email template to send articles as attachments.

  • Enable article customization for open cases.

  • Enable suggested articles on new cases.

  • Enable agents to create their own personal articles.

Explanation

Question 75 of 122

1

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?

Select one of the following:

  • Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting

  • Assign teams in each major contact center to design a solution unique lo its needs and have an analyst build a combined report.

  • Assign a global team of experienced agents and leaders to create a common design template and report structure.

  • Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Explanation

Question 76 of 122

1

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

Select one or more of the following:

  • Assign the correct Salesforce users to the Call Center.

  • Install an adapter from AppExchange to work with third-party CTI systems.

  • Enable Chat in their community to chat with an agent.

  • Assign the Safesforce CTI license to Salesforce users.

  • Create a softphone layout and assign to user profiles.

Explanation

Question 77 of 122

1

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

Select one or more of the following:

  • Call Center Definition file creation

  • Service Console case creation configuration

  • Lightning Console enablement

  • CTI Adapter Configuration

Explanation

Question 78 of 122

1

Universal 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?

Select one of the following:

  • Verify 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.

  • Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article filed types.

  • Prepare 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.

  • Ensure that each existing article type has a corresponding Salesforce Knowledge article record type that matches its structure and content.

Explanation

Question 79 of 122

1

The 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

Select one or more of the following:

  • Number of cases closed by self-service users.

  • Number of Knowledge articles created each month.

  • Average call handle time by team

  • Number of cases created using communities by month

Explanation

Question 80 of 122

1

UC 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.

Select one of the following:

  • Contact Requests

  • Social Customer Service

  • Embedded Chat Windows

  • Open CTI

Explanation

Question 81 of 122

1

The 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

Select one or more of the following:

  • Create a case assignment rule to ensure cases are owned by user when closed

  • Create a case validation rule to ensure cases are owned by a user when closed

  • Create a Process Builder and Flow to change the owner on closed cases

  • Use a data tool to update the owner field on closed cases

Explanation

Question 82 of 122

1

UC 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.

Select one of the following:

  • Create a list view report that includes fields for call center location, agents, calendar month, and firs-call resolution.

  • Create a Joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

  • Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first call resolution

  • Create a matrix report that includes fields got call center location, agent calendar month and first-call resolution

Explanation

Question 83 of 122

1

After 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.

Select one of the following:

  • Grant Authors access to the FAQ article type

  • Set Article Org Wide Default to Public ReadWrite

  • Add Authors to the FAQ Data Category

  • Grant Authors access to the FAQ Record type

Explanation

Question 84 of 122

1

A company has implemented a Salesforce Service Cloud. The company needs KPI to ensure that its customers support service center is profitable.
Choose 3

Select one or more of the following:

  • All cases closes Month-to-date

  • All Open Cases by Channel

  • All Cases by Customer

  • Case resolution time

  • Al open Cases by Priority

Explanation

Question 85 of 122

1

Universal Containers would like for article links to be shareable to different channels for social interactions.
What solution should a consultant recommend?

Select one of the following:

  • Set up communication channel layouts in the object manager to use Insert Article into Social Post

  • Set up Insert Article into Social post and enable the customer community portal

  • Create a Chatter group and invite the customer to join with an external chatter user

  • Create Visualforce page on the customer community portal

Explanation

Question 86 of 122

1

UC 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

Select one of the following:

  • Create separate data category groups for each division and assign the category to division profile.

  • Create a single data category group for each division and provide access using the role hierarchy

  • Create a sharing rule for each division to provide access using the role hierarchy

  • Create a sharing rule for each division to provide access based on criteria of the article

Explanation

Question 87 of 122

1

UC 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

Select one or more of the following:

  • Select two Twitter or Facebook accounts.

  • Create and assign permission sets to give agents social account access.

  • Retrieve Social Studio credentials.

  • Enable the Moderation feature to automatically create cases from posts.

Explanation

Question 88 of 122

1

UC wants to let its customers interact real-time with support agents from their computers and mobile devices.

Select one of the following:

  • Web-to-case

  • Embedded Chat Service

  • Customer Community

  • Case Assignment Rules

Explanation

Question 89 of 122

1

UC 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?

Select one of the following:

  • Standard Email-to-Case with assignment rules

  • Omni-Channel with prioritized queues

  • Lightning Email with routing priorization

  • Standard Web-to-Case with assignment rules

Explanation

Question 90 of 122

1

Universal 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?

Select one of the following:

  • Customer community Plus

  • Customer community

  • High Volume Customer Portal

  • Lightning External Apps Starter

Explanation

Question 91 of 122

1

The 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

Select one or more of the following:

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

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

  • Create case escalation rules to route hight-priority cases directly to supervisors for resolution

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

Explanation

Question 92 of 122

1

Which two capabilities of Lightning Knowledge ensure accurate content in articles?
Choose 2

Select one or more of the following:

  • Knowledge Action to Publish an Article once the Article is approved.

  • Approval Process that assigns an Article to a Reviewer Queue

  • Validation Rules for article record types to verify all fields during creation

  • Data Category to assign an article record type to a Reviewer

Explanation

Question 93 of 122

1

Universal Containers is implementing Salesforce Classic Knowledge and immediately wants to begin building a repository of frequently asked questions (FAQ) encountered by contact center agents. How can this be accomplished?

Select one of the following:

  • Create an FAQ article type and configure the enable suggested articles option in support settings

  • Create an FAQ article type and enable the submit articles feature on the case close page layout.

  • Define a data category called FAQ and assign category visibility to users in the contact center role

  • Enable Ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

Explanation

Question 94 of 122

1

A 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

Select one or more of the following:

  • Salesforce reporting speed can be affected.

  • Related lists on the case object may NOT populate.

  • Results can be slow when searching for records.

  • The Salesforce org can be slow during the data migration.

Explanation

Question 95 of 122

1

A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

Select one or more of the following:

  • Number of published article views.

  • Number of articles associated to cases.

  • Number of content packs attached to cases.

  • Number of successful keyword searches.

  • Number of Chatter files attached to cases.

Explanation

Question 96 of 122

1

Universal Containers is implementing Salesforce Classic Knowledge and immediately wants to begin building a repository of frequently asked questions (FAQ) encountered by contact center agents. How can this be accomplished?

Select one of the following:

  • Define a data category called FAQ and assign category visibility to users in the contact center role

  • Create an FAQ article type and configure the enable suggested articles option in support settings.

  • Create an FAQ article type and enable the submit articles feature on the case close page layout.

  • Enable Ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

Explanation

Question 97 of 122

1

A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?

Select one of the following:

  • Lightning Knowledge

  • Classic Knowledge

  • Salesforce Content

  • Salesforce Files

Explanation

Question 98 of 122

1

A 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?

Select one of the following:

  • The Social Feed

  • A Twitter Macro

  • The Case Feed

  • A Custom Component

Explanation

Question 99 of 122

1

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature. Which three configurations must be made before Universal Containers can deploy macros? Choose 3 answers

Select one or more of the following:

  • The Macros widget or utility must be added to the console.

  • Publisher Actions used in the macros must be on the page layout.

  • Case Feed must be enabled.

  • Users must use Lightning Experience.

  • The Run Macros Permission must be granted to users.

Explanation

Question 100 of 122

1

The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

Select one or more of the following:

  • Dynamic list updates

  • Keyboard Shortcuts

  • Case hover

  • Multi-monitor support

  • Quick Text.

Explanation

Question 101 of 122

1

Universal 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

Select one or more of the following:

  • Configure Success, Warning, and Violation Actions for Milestones.

  • Add the Entitlements related list to the Account Page Layout.

  • Configure Assignment Rules based on Case Priority.

  • Create a Report of all active Entitlements grouped by Customers.

Explanation

Question 102 of 122

1

What is a benefit of a quality monitoring system? Choose 2 answers

Select one or more of the following:

  • Lower the average speed of answer (ASA)

  • Teach new agents how to handle difficult situations

  • Enforce a consistent standard of service for customer interaction

  • Capture inappropriate word usage and generate reports

Explanation

Question 103 of 122

1

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)

Select one or more of the following:

  • Verification of the production migration checklist

  • Approval of test scripts from the business lead

  • Verification that sample data has been loaded

  • Find Customer approval on training materials

Explanation

Question 104 of 122

1

Universal 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?

Select one of the following:

  • Enable the self-service portal to generate logins for the hospital staff by region.

  • Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

  • Design a custom object to track credit requests and route them regionally using assignment rules

  • Use cases to track the credit requests and route than to regional teams using assignment rules

Explanation

Question 105 of 122

1

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)

Select one or more of the following:

  • 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

Explanation

Question 106 of 122

1

Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign 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?

Select one of the following:

  • Use a workflow rule with an action

  • Use a validation rule

  • Use a case assignment rule

  • Use an Apex trigger

Explanation

Question 107 of 122

1

What is the primary function of a private branch exchange (PBX)?

Select one of the following:

  • To receive multiple calls at one time

  • To use speech recognition to directcalls

  • To report the caller's background information

  • To mate calls to different agents

Explanation

Question 108 of 122

1

Universal 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?

Select one of the following:

  • Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

  • Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge

  • Configure the agent console and display the articles, case view, and external system custom object

  • Create a custom Visualforce page to display case list view, external system, and knowledge articles

Explanation

Question 109 of 122

1

Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

Select one of the following:

  • Telephony

  • Order Fulfillment

  • Enterprise Resource Planning (ERP)

  • Marketing

Explanation

Question 110 of 122

1

Universal Containers Executives want to see contact center metrics from each of its different geographic regions . How should a Consultant support this requirement?

Select one of the following:

  • Create a Dashboard for each Region.

  • Create a single Dashboard with a Region filter.

  • Create a Dashboard for each Case Team.

  • Create a single Dashboard with a Case Team filter.

Explanation

Question 111 of 122

1

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

Select one or more of the following:

  • It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

  • It is a server-based software program that controls the appearence and behavior of a Salesforce Soft Phone

  • It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

  • Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

  • It does NOT require a software install for each call center user on a Windows-based P

Explanation

Question 112 of 122

1

Universal 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:

Select one or more of the following:

  • Custom indexes

  • Tiered data strategy

  • Record types

  • Divisions

  • Custom search

Explanation

Question 113 of 122

1

Universal 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)

Select one or more of the following:

  • Only one inbound email address can be used for Email-to-Case

  • Follow-up emails and attachments related to a case are attached to the case

  • Assignment, escalation, and workflow rules are processed on inbound emails

  • Follow-up emails related to a case will update the case comments

Explanation

Question 114 of 122

1

Which native Service Cloud solution is used for case satisfaction surveys?

Select one of the following:

  • Create a Web-to-case form with a custom case type of survey

  • Enable the case survey option on the case object

  • Enable the case survey auto-response rule

  • Check the survey option in the case settings

Explanation

Question 115 of 122

1

Universal 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?

Select one of the following:

  • Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

  • Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case

  • Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

  • Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

Explanation

Question 116 of 122

1

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?

Select one of the following:

  • Create a service cloud console to support all channel groupings.

  • Create an agent profile for each channel grouping.

  • Create a unique case page layout for each channel grouping.

  • Create an agent role for each channel grouping.

Explanation

Question 117 of 122

1

Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

Select one or more of the following:

  • Display articles in a public knowledge base.

  • Display articles in Salesforce Answers.

  • Display articles with HTML, images, and links

  • Publish articles to the Web using Salesforce Publisher.

Explanation

Question 118 of 122

1

Universal 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

Select one or more of the following:

  • Assign Article types to the Community

  • Enable Public Solutions

  • Enable Article deliveries

  • Publish Articles to external channels

  • Configure Content Library permission

Explanation

Question 119 of 122

1

What is the capability of case feed?

Select one of the following:

  • 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 detailpages using a console component

Explanation

Question 120 of 122

1

Universal 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

Select one or more of the following:

  • Assign users to a Permission Set granting the Service User license.

  • Assign users to a Permission Set with access to the service console app.

  • Assign users the Service User license on their User record

  • Assign users to a Public Group with access to the service console app

Explanation

Question 121 of 122

1

Which case submission process leverages Apex email services?

Select one of the following:

  • Web-to-Case

  • Email-to-Case

  • On-demand Email-to-Case

  • Case submitted using chat

Explanation

Question 122 of 122

1

A 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

Select one or more of the following:

  • Define data categories with custom visibility

  • Define article types with public sharing settings.

  • Define topics for each knowledge article

  • Define a custom field to identify the subject.

Explanation

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