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NEW QUESTION 184
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
- A. Reduced first contact resolution
- B. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- C. Reduced issue resolution time
- D. A knowledge article life cycle that evolves based on usage and demand
Answer: A,C
NEW QUESTION 185
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On the left sidebar of Salesforce Classic
- B. On the Highlights Panel of a Primary tab
- C. On a new tab in the agent's browser
- D. On the footer of the Lightning Console
Answer: A,D
NEW QUESTION 186
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
- A. Support Processes
- B. Support Types
- C. Approval Processes
- D. Record Types
Answer: A,D
NEW QUESTION 187
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Increased call routing accuracy
- B. Increased call deflection
- C. Optimized use of resources
- D. Reduced issue resolution time
- E. Reduced support channels
Answer: C,D,E
NEW QUESTION 188
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Enable templates for written responses.
- B. Offer supports through Facebook and twitter.
- C. Streamline the agent interface.
- D. Implement team productivity dashboards.
Answer: A,C
NEW QUESTION 189
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are
provided 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?
- A. Case Escalation
- B. Case Assignment
- C. Entitlements and Milestones
- D. Salesforce Console
Answer: C
NEW QUESTION 190
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
- A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- B. Use Bulk API to load the product bug data into Salesforce
- C. Create a custom product bug object and import data into Salesforce
- D. Use Web Services API to integrate the external database with Salesforce
Answer: A,D
NEW QUESTION 191
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all
cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers
allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Case Auto-Response Rules
- B. Visual Workflow
- C. Omni-Channel
- D. Case Assignment Rules
Answer: C
NEW QUESTION 192
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
- A. Salesforce Chat
- B. Public groups
- C. Mass email
- D. Communities
Answer: A,D
NEW QUESTION 193
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Utilize an AppExchange package to handle customer surveys
- B. Enable the case survey object for the customer portal
- C. Create a validation rule for case survey email templates
- D. Modify the user interface settings for the case survey sidebar
Answer: A
NEW QUESTION 194
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
- A. Add the service contract related list to contact records
- B. Add the entitlement contacts related list to account records
- C. Add the assets related list to contact records
- D. Add the entitlements related list to contact records
Answer: D
NEW QUESTION 195
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?
- A. Create an agent role for each channel grouping.
- B. Create a unique case page layout for each channel grouping.
- C. Create an agent profile for each channel grouping.
- D. Create a service cloud console to support all channel groupings.
Answer: B
NEW QUESTION 196
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the
Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP
of Service is concerned about the ability to sustain the increased hours and added cost to support the higher
call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
- A. Set up IVR with an automated response for customers affected by the recall to defect calls.
- B. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
- C. Set up telephony integration using a CTI adapter for quicker agent access when customers call in,
reducing average handle time. - D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
Answer: A
NEW QUESTION 197
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Information Technology (IT) help desk
- B. Telemarketing center
- C. Telesales center
- D. Human Resources (HR) help desk
Answer: A
NEW QUESTION 198
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
- A. Chatter Groups
- B. Mass Email
- C. Public Groups
- D. Escalation Rules
Answer: A
NEW QUESTION 199
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- B. Create case page layouts for each interaction channel and assign them to different agent profiles.
- C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- D. Create multiple agent console applications and configure the Iayout based on the user's requirements.
Answer: A
NEW QUESTION 200
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
- A. Migrate open and closed cases without milestones and entitlements
- B. Migrate open and closed cases with milestones and entitlements
- C. Migrate closed cases with milestones and entitlements
- D. Migrate closed cases to a custom read-only object
Answer: C
NEW QUESTION 201
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
- A. Convert to an On-Demand Email-to-Case setup
- B. Use Omni-Channel to automatically route inbound email
- C. Assign a user to manually manage incoming email
- D. Insert a reference Thread ID in the email subject template
Answer: D
NEW QUESTION 202
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add Knowledge Data Categories to each Case.
- B. Add the Knowledge tab to the Service Console.
- C. Add the Knowledge related list to the Case record page.
- D. Add the Knowledge Component to the Case record page.
Answer: D
NEW QUESTION 203
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?
- A. Process Builder Scheduled Actions
- B. Scheduled Reports
- C. Time-based Workflow Rules
- D. Milestone Actions
Answer: B
NEW QUESTION 204
Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
- A. Omni-channel Skills-based routing
- B. Chat Queue-based routing
- C. Case Skills-based Assignment Rules
- D. Omni-channel Queue-based routing
Answer: D
NEW QUESTION 205
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent
chats. Which feature should a Consultant recommend?
- A. Omni-channel Skills-based routing
- B. Case Skills-based Assignment Rules
- C. Omni-channel Queue-based routing
- D. Live Agent Queue-based routing
Answer: D
NEW QUESTION 206
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can
be placed within Salesforce to control the telephony system
What are the two common places to embed these call controls?
Choose 2 answers
- A. On the left sidebar of Salesforce Classic
- B. On the Highlights Panel of a Primary tab
- C. On a new tab in the agent's browser
- D. On the footer of the Lightning Console
Answer: A,D
NEW QUESTION 207
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