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NEW QUESTION # 90
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use Chatter case feed and case teams to monitor cases
- B. Use aworkflow rule to send an email to the product manager
- C. Use an escalation rule to move cases into the product manager queue
- D. Use an assignment rule to assign new cases to the product manager
Answer: B
NEW QUESTION # 91
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'
- A. Improve Validation Ru!e messages.
- B. Implement record types and pege layouts.
- C. Use Einstein Next Best Action.
- D. Configure Path for Cases.
Answer: B
NEW QUESTION # 92
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)
- A. Measure & reward agents based on the # of new articles approved for publication
- B. Require agents to check a box on case when submitting a new suggested article
- C. Measure & reward agents based on the # of new articles submitted for approval
- D. Create a dashboard for articles submitted by agents & approved for publication
Answer: C,D
NEW QUESTION # 93
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Increase the Call-to-Order ratio
- B. Useintegrated voice response
- C. Bypass entitlement verification
- D. Use suggested Knowledge articles
Answer: B,D
NEW QUESTION # 94
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Cases report sorted by Rep and Case Owner
- B. Cases report sorted by Rep and Case CreatedDate
- C. Omni-Channel Supervisor tab
- D. Omni-Channel Utility Component
Answer: C
Explanation:
Explanation
The Omni-Channel Supervisor tab is a feature that allows managers to see which service representatives have not accepted new cases recently using the Lightning Service Console. It provides real-time data on the status, capacity, workload, and performance of agents and queues. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_tab.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_monitor_agents.htm&type=5
NEW QUESTION # 95
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 issue resolution time
- B. Reduced first contact resolution
- C. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- D. A knowledge article life cycle that evolves based on usage and demand
Answer: A,B
NEW QUESTION # 96
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following
month. How would the administrator ensure the article is available on the first of the month?
- A. Create a workflow rule to update the article status to Published on the article start date.
- B. Set the article publish date to automatically display the article on the start datE.
- C. Create a task related to the article with a reminder set for the article start date.
- D. Send an email reminder to update the article status to Published on the start date.
Answer: B
NEW QUESTION # 97
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
- B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
Answer: C
Explanation:
Explanation
Ensuring that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content is a factor that a consultant should consider as part of the migration strategy for Knowledge articles. An article type is a template that defines the layout, fields, and data categories for an article. An article type can be customized to suit different types of content or audiences. When migrating articles from an external database to Salesforce Knowledge, it is important to ensure that there is a matching article type for each existing article type in Salesforce Knowledge, so that the articles can be imported without losing any information or formatting. Verified References: Service Cloud Consultant Certification Guide & Tips, Article Types Overview
NEW QUESTION # 98
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?
- A. Visualforce custom page Questions & Answers PDF Page 6
- B. Salesforce Console for Service
- C. Auto launch flow
- D. Process Builder
Answer: B
Explanation:
Explanation
Salesforce Console for Service is a tool that can implement the requirement of displaying a history of all of today's changes to a case in the order that occurred on a single page view. Salesforce Console for Service is a workspace that allows agents to manage multiple cases and interactions on a single screen. It includes a feed-based layout that shows a history of all the changes to a case, such as comments, emails, and edits to case fields, in chronological order. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_feed_based_layouts.htm&type=5
NEW QUESTION # 99
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
- A. Create a case assignment rule to ensure cases are owned by a user when closed.
- B. Create a Process Builder and Flow to change the owner on closed cases.
- C. Create a case validation rule to ensure cases are owned by a user when closed.
- D. Use a data tool to update the owner field on closed cases.
Answer: A,D
Explanation:
Explanation
Case assignment rules are rules that automatically assign cases to users or queues based on certain criteria.
You can create a case assignment rule to ensure that cases are owned by a user when they are closed, by setting the criteria to match the closed case status and the action to assign the case to the user who last modified it. This way, you can prevent cases from being closed while still owned by a queue. To correct the existing problem of hundreds of cases that are closed but still owned by a queue, you can use a data tool such as Data Loader or Import Wizard to update the owner field on those cases in bulk. Verified References: [Case Assignment Rules] and [Data Tools]
NEW QUESTION # 100
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?
- A. Customize the My Teams Calls this week standard report.
- B. Build a Summary report on Products and Activities.
- C. Create a Custom Report type with activities as the primary object.
- D. Set up a reporting snapshot of the case, contact and activity objects.
Answer: A
NEW QUESTION # 101
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Work order and customer contact escalation requirements
- B. Total number of account and contact records in the database
- C. Case closure rules on the original case
- D. Visibility and access to the work order records
- E. Account team relationship to the primary contact
Answer: A,C,D
NEW QUESTION # 102
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
- A. Enable the "History" component within the Salesforce Console for Service.
- B. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
- C. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
- D. Enable the "Access Recent Items" user permission on the user profiles.
Answer: A
NEW QUESTION # 103
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A. Data Import Wizard
- B. Mass Transfer Records
- C. Data Loader
- D. Change Sets
Answer: C,D
Explanation:
Explanation
Change Sets and Data Loader are deploy solutions that should be used to ensure skills-based routing is operational in Production. Change Sets are collections of metadata components that can be deployed from one Salesforce org to another. Change Sets can be used to deploy the configuration settings for skills-based routing, such as the skills, skill assignments, routing configurations, presence configurations, or service channels. Data Loader is a tool that can be used to insert, update, delete, or export records in Salesforce. Data Loader can be used to deploy the data records for skills-based routing, such as the work items, agents, queues, or routing priorities. Verified References: Service Cloud Consultant Certification Guide & Tips, Change Sets Overview, Data Loader Overview
NEW QUESTION # 104
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 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. Customer Chatter groups
- B. Web-to-Case
- C. On-Demand Email-to-Case
- D. Emall-to-Case
Answer: D
NEW QUESTION # 105
Universal Containers 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 Agreement. Which feature should the Consultant consider?
- A. Omni-Channel
- B. Case Milestones
- C. Case Escalation
- D. Entitlements
Answer: D
NEW QUESTION # 106
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Average call handle time by team.
- B. Number of cases closed by self-service users.
- C. Number of Knowledge articles created each month.
- D. Number of cases created using Communities by month.
Answer: B,D
Explanation:
Explanation
These two reports are useful for demonstrating the success of self-service initiatives, as they show how many customers are able to resolve their issues without contacting an agent, and how many customers are using the Community as a channel for support. These reports can indicate a reduction in case volume and an increase in customer satisfaction. Verified References: [Salesforce Help: Self-Service Metrics] and [Salesforce Help:
Community Reports]
NEW QUESTION # 107
The manager of a large credit card contact center needs to understand how many customers call daily to check
their balance without speaking with an agent. Which system would be used to generate the report?
- A. Private Branch Exchange
- B. Time and Attendance
- C. Interactive Voice Response
- D. Automatic Call Distributor
Answer: C
NEW QUESTION # 108
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers
- A. Case Auto-Response
- B. Escalation Rules
- C. Chat
- D. Facebook Messaging
Answer: A,C
NEW QUESTION # 109
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. 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. Service Analytics Predictions
- B. Einstein Next Best Action
- C. Validation Rules
- D. Einstein Reply Recommendations
Answer: B
Explanation:
Explanation
Einstein Next Best Action is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer. Einstein Next Best Action is a feature that uses artificial intelligence to analyze customer data and context, and suggest relevant actions or offers for agents or customers at the right moment. Einstein Next Best Action can help improve customer loyalty and satisfaction by providing personalized and timely recommendations that match customer needs and preferences. Einstein Next Best Action can also help increase revenue and retention by identifying cross-sell and upsell opportunities that are appropriate for each customer scenario. Verified References: Service Cloud Consultant Certification Guide & Tips, Einstein Next Best Action Overview
NEW QUESTION # 110
Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to
10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers
- A. History Utility
- B. Macros
- C. Quick Action
- D. Outbound Sales Dialer
Answer: A,B
Explanation:
Explanation
These are two service console features that work together to improve the process of making a phone call to the customer based on the case notes. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when making a phone call to the customer. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and find the phone number in the case notes. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5
NEW QUESTION # 111
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. High Volume Customer Portal
- B. Customer Community Plus
- C. Customer Community
- D. Lightning External Apps Starter
Answer: C
NEW QUESTION # 112
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