Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution.
Which strategy should a consultant recommend? A. Create a dashboard using Reporting Snapshots. B. Create a dashboard for each support manager. C. Create a Dynamic Dashboard.
Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases? A. Create queues with support agents and use assignment rules. B. Predefine case teams and use assignment rules. C. Configure Web-to-Case and use assignment rules,.
Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system.
Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge? A. Add images to an HTML file. A. Add images to an HTML file. C. Change all images to JPEG files.
To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement? A. Add the Knowledge tab to the Service Console. B. Add the Knowledge component to the Case record page. C. Add the Knowledge related list to the Case record page.
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement? A. Chatter B. Omni-Channel Supervisor C. Flow Orchestrator.
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario? A. Assign a global team of experienced analysts to create a standard report template. B. Ask leadership, management, and agents in all regions to vote on the standard report template. C. Request that the VP of worldwide support design a standard report template to provide a clear vision,.
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend? A. Create a custom tab that displays a search page from the billing system. B. Integrate payment data into Salesforce from the billing system using custom objects. C. Configure Salesforce Connect and External Objects to the billing system.
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA? A. Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour. B. Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour. C. Use case auto-response rules to send an email to support managers within 1 hour of case creation.
An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement? A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable B. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention. C. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system? A. Number of closed cases B. Agent utilization C. Deflection rate.
Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.
Which mobile development option should the consultant recommend? A. Create two custom mobile apps, one for Apple and the other for Android. B. Explain that community users can access the site through a web browser. C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution? A. Set up quick text options in the utility bar to add article links. B. Configure Lightning Knowledge component and related list actions. C. Configure Lightning Knowledge component to auto attach article PDF.
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements? A. Experience Cloud with payment processing B. Einstein Bots with check processing C. Service Cloud Voice with Tele-pay.
Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service.
What should the consultant recommend? A. Have customers search the Knowledge base for solutions. B. Provide a toll-free customer support phone number. C. Create an Experience Cloud site for customers.
Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations? A. Focus on scalability for handling high inquiry volume. B. Work on integrating with social media platforms. C. Emphasize continuous monitoring of chat.
Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings.
Which consideration should the admin be aware of when making this change? A. Data Category Visibility of All Categories provides Public Read-Only access. B. Data Category Visibility of Custom overrides organization-wide default sharing access. C. Data Categories no longer control access to articles.
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization? A. Omni-Channel routing B. Case escalation C. Swarming.
Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers.
Messages are always between 175 and 255 characters. What should the consultant recommend that UC use for messaging? A. SMS Long Code B. SMS Enhanced C. SMS Short Code.
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement? A. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations B. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel C. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance.
Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents' ability to find the appropriate answer while chatting with customers.
What should a consultant recommend to meet this requirement? A. Einstein Reply Recommendations B. Einstein Article Recommendations C. Action & Recommendations component.
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products? A. Configure a Case list view filtered by My Cases. B. Configure a Case related list on the Product page layout. C. Configure a Case list view filtered by My Case Teams.
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities? A. Knowledge articles suggested by Einstein B. Upcoming Milestones for the Case's Entitlement C. Internal Chatter posts about the Case
.
Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend? A. Add History to the Utility bar. B. Create a custom dashboard. C. Keep all cases open in tabs.
Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.
What should the consultant recommend to decrease case closure time?
A. Add data category groups. A. Add data category groups. B. Create synonym groups C. Enable Suggested Articles.
Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system.
Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process? A. Create a batch integration process that runs hourly to pull all order updates into Salesforce B. Create a dynamic action that launches the ERP system with a deep link to the order locator. C. Use Salesforce Connect and External Objects to represent this information in Salesforce.
Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service-level agreements (SLAs).
Which feature should the consultant consider? A. Entitlements B. Case Management C. Service Contracts.
Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.
What should the consultant recommend to meet this requirement? A. Social media B. Messaging apps C. Salesforce Knowledge.
Universal Containers is migrating from 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? A. Use the Files Related List on each article to add files to the articles. B. Use the Lightning Knowledge Migration Tool and choose 'include files'. C. Upload the files as Documents, then relate them to the migrated articles.
Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only.
What is the most efficient solution the consultant should use to meet the requirements? A. Remove the phone number from the page layout. B. Use Dynamic Forms to hide the phone number. C. Set the Contact Do Not Call field value to True.
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.
What should UC do to address this situation? A. Measure and reward agents based on the number of new articles submitted for approval. B. Measure and reward agents based on the number of new articles approved for publication. C. Require agents to check a box on the case when submitting a new suggested article.
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements? A. Incident Management B. Workforce Engagement C. Field Service Management.
Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.
What should a consultant recommend to meet the requirements? A. Add the Account object to Recent Items utility. B. Include the History utility in the console app. C. Mention the case number in a Chatter group.
Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should the consultant ask to determine the preferred solution? A. Will customers access Knowledge articles through Experience Cloud? B. Is support provided on a periodic basis and renewed annually? C. Do multiple versions of the Entitlements need to be created and maintained?.
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support? A. Milestones B. Entitlements C. {0} Actions.
Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.
Following best practices, which development and deployment path should a consultant recommend? A. Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production. B. Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production. C. Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge? A. Change the HTML format first to support subfields. B. Create an HTML file for each rich text area field. C. Modify the import parameters to specify HTML encoding.
Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements? A. Waterfall B. Hybrid C. Agile.
The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally.
What should the consultant recommend? A. Enable and configure Swarming in Slack. B. Create a case team workspace in Slack. C. Configure a case notification Slackbot.
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.
Which prerequisite should the consultant consider? A. Publisher actions are on the page layout. B. All users have permission to create macros. C. The Lightning page contains the Run Macros action.
Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window.
What should a consultant recommend? A. Ask the customer to send the PDF via email. B. Use File Preview in the chat. C. Download the PDFs from the chat.
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