Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels. Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend? A. Enable Case Merge B. Set up duplicate rules on Case C. Create an autolaunched Flow.
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement? A. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record B. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy C. An organization-wide default of Public Read/Write on the Case object.
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices. Which feature should a consultant recommend to meet this requirement? A. Web-to-Case B. Einstein Chat Bot C. Knowledge articles.
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities? A. Execute a macro B. Navigate a Screen Flow. C. Leverage Einstein Case Wrap-Up.
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 feature should a consultant integrate into the Service Console? A. In-App Guidance B. Einstein Next Best Action C. Actions & Recommendations.
The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer? A. Create an auto-response rule that links to Knowledge articles. B. Create a Macro to send an email with Knowledge articles. C. Set up the Case Deflection component to share Knowledge articles.
Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields.
Which feature should a consultant implement to meet the requirement? A. Omni-Channel B. Record Types C. Dynamic Forms.
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs? A. All Cases by Customer B. All Open Cases by Priority C. Case Resolution Time.
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend? A. Case report grouped by Call Center B. Case History report grouped by Call Center C. Dynamic Dashboard grouped by Call Center.
Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time? A. Add experts to an integrated Slack channel. B. Use Email-to-Case to send an email to experts so they can use email threads. C. Implement Skills-Based Routing to assign the case to experts.
Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.
What should a consultant recommend as the next step? A. Identify and prioritize the requirements for the minimum viable product. B. Prioritize the requirements based on the stakeholder who submitted them. C. Prioritize the requirements based on requests from the regions.
Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements? A. Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence. B. Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site. C. Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.
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? A. Create a Case Macro. B. Create a Validation Rule. C. Create an action on Case,.
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement? A. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business B. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays. C. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue? A. Incorporate the additional requirements to the project scope and continue with the original project schedule. B. Prepare a change order to account for the additional requirements and communicate the new project schedule. C. Document the gap in requirements and discuss the schedule and budget Impact with the project team.
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).
Additional requirements are listed below:
* Support attachments up to 25 MB per inquiry
* Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements? A. On-Demand Email-to-Case B. Heroku Connect C. Email-to-Case.
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements? A. Develop a globally-shared macro to create a new article. B. Use a trigger to automatically create a new article. C. Create a Quick Action to map case fields to a new article.
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration? A. Prepare, Plan, Test, Validate, Execute B. Plan, Prepare, Execute, Test, Validate C. Plan, Prepare, Test, Execute, Validate.
Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario? A. Postpone the release to the production org so the team can finish the project before the release is deployed. B. Disable updates to the sandbox so the team can continue using the solution without the updates from the release. C. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.
Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend? A. Create a new Case record type. B. Enable Feed Tracking. C. Install an AppExchange app.
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm? A. Escalation rules B. Apex trigger C. Quick Action.
Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems.
Which solution should a consultant recommend for integration? A. Utilize Apex with integrated External Objects. B. Utilize an AppExchange integration package. C. Utilize MuleSoft to integrate the systems.
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information.
What should the consultant recommend to meet the requirements? A. Enable Chat in an Experience Cloud site. B. Create a self-service help Center C. Allow comments on Knowledge articles.
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend? A. Migrate child cases first. B. Migrate parent cases first C. {0} Migrate parent and child cases together.
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role? A. Territory Rule B. Read-Only C. Private.
A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration? A. Service Cloud Call Center B. Lightning Dialer C. Service Cloud Softphone Layout.
Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access? A. View All for Case B. Case teams C. Manager groups.
Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement? A. Lightning Knowledge B. Quick text template C. Custom case actions.
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need? A. Chat Supervisor tab and Whisper Messages B. Incident Management tab and Whisper Messages C. Omni-Channel Supervisor and Whisper Messages.
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles.
After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.
What is the recommended method to meet the requirements? A. Add "updated" to the name of the new article. B. Use Smart Link to Article to select the prior version. C. Select the Flag as new version checkbox when publishing.
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements? A. Use custom labels to manage quick text translations. B. Share a folder with quick text for each translation. C. Share each quick text individually to Public Groups.
The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement? A. Slack Connect B. Service GPT C. Einstein Bots.
Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.
Which reporting solution should a consultant recommend? A. Custom Report Types with Reports and Dashboards B. Knowledge Base Reports and Dashboard Package Installation C. Knowledge Dashboard Pack for CRM Analytics Installation.
How should a consultant configure a report that shows the average number of days that Cases stay open? A. Create a formula field on Case to calculate the average age. B. Create a report snapshot of the number of open Cases each day. C. Use the standard Case age field on the resort.
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead.
However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer? A. Einstein Next Best Action B. Service Analytics Predictions C. Visual Remote Assistant.
Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed A. Case History related list B. Actions & Recommendations component C. Activity analytics tab.
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement? A. Reports and Dashboards B. Entitlements and Milestones C. Service Contracts.
The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.
Which solution should a consultant recommend? A. Use Data Loader periodically to assign these cases to a default owner. B. Create a case validation rule to ensure cases are owned by a user when closed. C. Create a case assignment rule to ensure cases are owned by a user when closed.
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which report type should the consultant recommend when creating a report? A. Use the Case Historical Trending report type. B. Use the Cases with Milestones report type. C. Use the Case Lifecycle report type.
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements? A. Use the most available routing model. B. Use Most Cases Closed report. C. Use the agents' Presence Status.
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels.
UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC? A. Einstein Bots B. Messaging In-app and Web (MIAW) C. Experience Cloud sites.
The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times? A. Set up analytical snapshots to capture key case Information and create historical trending reports. B. Create reports to analyze data in order to understand peak times and ensure adequate. C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend? A. Set up escalation rules. B. Set up self-service Knowledge. C. Set up assignment rules and case queues.
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