What are three considerations when adding a report chart to a Console Component? Choose 3 answers
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
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?
Create a self-service Help Center.
Implement Case Assignment Rules
Allow Comments on Knowledge articles.
Enable Chat in a Customer Community
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?
Social Media Marketing message tagging
Einstein Bot social queues.
Social Customer Service for Twitter and Facebook.
Social Persona for Twitter and Facebook.
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
Dashboard Folder Sharing
Case object permissions set to create and read
Dynamic Dashboards
Org-wide default for Cases set to Private
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
Contacts
Cases
Contracts and SLAs
Chatter Answers
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
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
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?
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.
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?
Create a Process Builder with Scheduled Actions.
Configure Case Escalation Rules
Define Case Auto-Response Rules
Einstein Case Assignment Rule
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?
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.
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?
Publish a Managed Package
Manually re-create the Permission Sets
Create an Unmanaged Package
Use a Change Set
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
Record Types
Omni-Channel
Article Record Types
Support Processes
Page Layouts
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
Macros
Quick Text
Publisher Actions
Chatter
How should a consultant provide Suggested Article functionality to Lightning Service Console users?
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.
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
Lightning Process Builder
Path for Cases
Interaction Log
Lightning Flow for Service
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?
Entitlements and Milestones
Case Assignment
Salesforce Console
Case Escalation
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?
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
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
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.
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?
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
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
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.
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?
Email-to-Case
On-Demand Email-to-Case
Outlook Integration
Web-to-Case
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?
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.
Metrics show that Universal Containers has a high call abandonment rate. Which two strategies should a consultant recommend? Choose 2 answers
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.
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?
Case report grouped by Call Center
Reporting Snapshots by Call Center
Dynamic Dashboard by Call Center
Report Subscriptions by Call Center
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?
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.
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?
Lightning Flow Component
Service Console Macros
Lightning Guided Engagement
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?
Plan, Prepare, Test, Execute. Validate
Plan, Prepare, Validate, Execute, Test
Prepare, Plan, Test, Execute. Validate
Prepare, Plan, Validate, Execute, Test
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?
Create a Case Macro
Configure Process Builder
Define Case Escalation Rules
Activate a Validation Rule
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?
While holding for a support agent
An email to case inquiry
Web-to-case question
On-demand email to case
Universal Containers Is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answers
Increased call routing accuracy
Increased call deflection
Optimized use of resources
Reduced support channels
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?
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
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? Choose 2 answers
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.
What approach should a consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
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.
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?
Enable Omni-Channeil Routing.
Configure Case Escalation Rules.
Use Process Builder with Scheduled Actions.
Define Entitlements and Milestones.
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?
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.
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?
Validation rule
Process Builder
Workflow
Assignment rule
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?
AppExchange solution
Social Conversation Component
Custom Lightning Component
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
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.
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?
Deploy a Partner Central Community
Implement Recommended Articles.
Configure Web-to-Case.
Create a Customer Community.
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?
Contact Requests
Field Service
Mobile Connect
Omni Channel
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
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
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?
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.
A Service Representative transfers a Chat to another Representative. Which two things will happen? Choose 2 answers
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.
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
Web-to-Case forms
Standard Email-to-Case
Apex Email Service
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
Customer Support Requests
Customer Satisfaction Survey
Service Level Agreement
Net promoter Score
Customer Purchase History
Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
Case Skills-based Assignment Rules
Omni-channel Skills-based routing
Chat Queue-based routing
Omni-channel Queue-based routing
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?
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.
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories. What solution should a consultant recommend?
Lightning Console
Field Service Lightning
Employee Community
Salesforce Mobile App
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?
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.
.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
Schedule adherence
Agent utilization
Number of calls offered
Quality monitoring score
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?
Integrate with an enterprise resource planning system
Configure Visual Flows on Salesforce mobile.
Develop and publish a knowledge management system
Implement Fteld Service Lightning.
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
Create an Entitlement Process.
Configure Service Contracts.
Enable Work Orders.
Set up Milestones
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?
Chat
Email-to-case
Social Customer Service
Web-to-case
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?
Change Sets
Data Loader
Manual configuration
Mass Transfer Records
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?
Process Builder Scheduled Actions
Milestone Actions
Scheduled Reports
Time-based Workflow Rules
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?
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.
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
External Objects
Salesforce Connect
Custom Objects
Middle-tier integration
Which search mechanism should be used to find case comments from within the Lightning Service Console?
Global Search
Search Utility Component
Comment Search Component
Comments List View
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?
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.
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?
Enable Keyboard shortcuts
Define criteria-based record page components
Configure Macros
Create multiple Console layouts
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?
Salesforce for Outlook
Webd-to-Case
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?
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.
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?
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.
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
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.
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?
Account tabs and Cases tab
Case tabs with Account subtabs
Account tabs with Case subtabs
Account tab with Cases related list
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
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
Which three are characteristics of flow? Choose 3 answers
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.
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 ?
Keep all Case open in tabs.
Use a second Console session.
Define a custom List View.
Add History to the Utility bar.
How can Contact Center Manager See which Service Representatives nave NOT accepted new cases recently using the Lightning Service Console?
Cases report sorted by Rep and Case CreatedDate
Omni-Channel Supervisor tab
Cases report sorted by Rep and Case Owner
Omni-Channel Utility Component
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?:
Push Notifications
Case Feed
Omni-channe! Supervisor
Next Best Actions
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?
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.
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?
Auto launch flow
Salesforce Console for Service
Visualforce custom page
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
Change Serts
Mass transfer records
Data Import Wizard
What should a consultant recommend to ensure chat request contain enough information for a Customer Service representatives to respond?
Customize the Lightning Console chat page.
Configure a chat Validation Rule.
Customize the pre-chat form.
Configure Lightning Guided Engagement.
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
Enable article submission during case close.
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.
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?
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.
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
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.
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
Call Center Definition file creation
Service Console case creation configuration
Lightning Console enablement
CTI Adapter Configuration
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?
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.
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
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
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.
Embedded Chat Windows
Open CTI
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
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
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.
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
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.
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
A company has implemented a Salesforce Service Cloud. The company needs KPI to ensure that its customers support service center is profitable. Choose 3
All cases closes Month-to-date
All Open Cases by Channel
All Cases by Customer
Case resolution time
Al open Cases by Priority
Universal Containers would like for article links to be shareable to different channels for social interactions. What solution should a consultant recommend?
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
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
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
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 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.
UC wants to let its customers interact real-time with support agents from their computers and mobile devices.
Embedded Chat Service
Customer Community
Case Assignment Rules
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?
Standard Email-to-Case with assignment rules
Omni-Channel with prioritized queues
Lightning Email with routing priorization
Standard Web-to-Case with assignment rules
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?
Customer community Plus
Customer community
High Volume Customer Portal
Lightning External Apps Starter
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
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
Which two capabilities of Lightning Knowledge ensure accurate content in articles? Choose 2
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
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?
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.
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
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.
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
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.
Create an FAQ article type and configure the enable suggested articles option in support settings.
A Global company requires public documents to be translated into multiple languages. Which implementation should the consultant recommend?
Lightning Knowledge
Classic Knowledge
Salesforce Content
Salesforce Files
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?
The Social Feed
A Twitter Macro
The Case Feed
A Custom Component
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
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.
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
Dynamic list updates
Keyboard Shortcuts
Case hover
Multi-monitor support
Quick Text.
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
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.
What is a benefit of a quality monitoring system? Choose 2 answers
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
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
Find Customer approval on training materials
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?
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
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 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?
Use a workflow rule with an action
Use a validation rule
Use a case assignment rule
Use an Apex trigger
What is the primary function of a private branch exchange (PBX)?
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
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?
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
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
Telephony
Order Fulfillment
Enterprise Resource Planning (ERP)
Marketing
Universal Containers Executives want to see contact center metrics from each of its different geographic regions . How should a Consultant support this requirement?
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.
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
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
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:
Custom indexes
Tiered data strategy
Record types
Divisions
Custom search
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)
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
Which native Service Cloud solution is used for case satisfaction surveys?
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
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?
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
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?
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.
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
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.
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
Assign Article types to the Community
Enable Public Solutions
Enable Article deliveries
Publish Articles to external channels
Configure Content Library permission
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 detailpages using a console component
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
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
Which case submission process leverages Apex email services?
On-demand Email-to-Case
Case submitted using chat
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
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.
