Salesforce Service Cloud Exam

Front 1

Which factors influence KPIs and business challenges for call centers?

Back 1

a) Customer Satisfaction b) Cost of Service c) Revenue

Hint 1

Hint: C-C-R

Front 2

For which KPI area is FCR (First Call Resolution) a driver?

Back 2

Customer Satisfaction

Front 3

For which KPI area is AHT (Average Handle Time) a driver?

Back 3

Cost of Service

Front 4

For which KPI area is Retention a driver?

Back 4

Revenue

Front 5

What are common call deflection techniques?

Back 5

a) Email b) Web c) Chat d) Social Media

Front 6

What can you see at trust.salesforce.com?

Back 6

a) Scheduled downtimes b) Online threats c) Status of the Instance

Hint 6

Hint: SD-OT-SI

Front 7

With which call center type is "Companies often try to reduce cost in this area" associated?

Back 7

Help Desk

Front 8

With which call center type is "High Turnover Environment" associated?

Back 8

Customer Service

Front 9

With which call center type is "Free or Fee Based support based on the Entitlement" associated?

Back 9

Technical Support

Front 10

With which call center type is "Need Automatic Routing Systems" associated?

Back 10

Field Service

Front 11

With which call center type is "High Volumes" associated?

Back 11

TeleSales

Front 12

What is the recommended order to implement?

Back 12

Security Accounts Contacts Activities Cases Service Cloud Console

Hint 12

Hint: S-A-C-A-C-SCC

Front 13

What should you ask for as Discovery Preparation?

Back 13

a) Org Charts b) Process maps training docs c) Report samples d) requirements doc (old or new) e) source system field lists

Hint 13

Hint: O-P-R-R-S

Front 14

What are the six main steps in a consulting engagement?

Back 14

Plan Analyze Design Build Validate Deploy

Hint 14

Hint: P-A-D-B-V-D

Front 15

Guidelines for Case Management

Back 15

a) 50 fields b) 5 record types and page layouts c) 20 assignment rules

Hint 15

Hint: 50-5-20

Front 16

Impact of using person accounts

Back 16

a) Contacts inherit visibility of accounts b) Two records for each customer c) Cannot be turned off once enabled d) Test in the sandbox

Front 17

What are the three Entitlement Management models?

Back 17

a) Entitlements only b) Entitlements + Service Contract c) Entitlements + Service Contract + Line Items

Front 18

On Demand email to case

Back 18

a) Email parsing requires customization b) Email attachment size < 10MB c) Limits on email-to-case volume d) Case comment email notifications are not customization

Front 19

Email-to-case

Back 19

a) Behind firewall b) Attachments > 10 MB c) Can have multiple emails (and should when using email-to-case and on-demand email-to-case together) d) Requires download and install of Email-to-case agent

Front 20

4 CTI features

Back 20

a) Screen Pop b) Click to dial c) Automatic call logging d) Call Control

Hint 20

Hint: S-C-A-C

Front 21

Benefits of Screen Pop

Back 21

a) Provides Context b) Displays Caller's information in Salesforce c) Improves Efficiency

Front 22

Benefits of Click to dial

Back 22

a) Outbound calling from a phone record b) Clickable links c) Call from a list view to quickly call large numbers of Clients

Front 23

Benefits of Automatic Call Logging

Back 23

a) Integrated call logging with notes b) Automatic call times directly associated with various salesforce.com objects

Front 24

Benefits of Call Control

Back 24

End calls hold transfer and conference from within Salesforce

Front 25

High Level Inbound CTI Architecture

Back 25

Customer Calls → Telephony System → CTI Adapter to SFDC → Agent Softphone

Front 26

High Level Outbound CTI Architecture

Back 26

SFDC Softphone → CTI Adapter → Telephone System

Front 27

Implications for CTI Implementation

Back 27

a) Find a compatible adapter on the Appexchange b) Install the adapter based on your vendor specifications c) Configure a call center in Salesforce CRM Call Center for your particular needs d) Assign agents to the Call Center

Front 28

Capabilities of Self-Service Portal

Back 28

a) Log a case b) View a case c) Search for solutions

Front 29

Limitations of Self-Service Portal

Back 29

a) Not available to new customers b) Can't update cases

Front 30

Capabilities of Customer Portal

Back 30

a) Log view edit and close cases b) Self registration

Front 31

Are Sites Authenticated or Unauthenicated?

Back 31

Unauthenticated

Front 32

Channel Solutions (License Types)

Back 32

a) Authenticated Sites b) Service Cloud Portal (Use to be called High Volume Customer Portal) c) Enterprise Admin

Front 33

Which features are common to all four channel solutions?

Back 33

a) Custom Objects b) Ideas and Answers

Front 34

What is Service Cloud Portal aka?

Back 34

High Volume Portal

Front 35

What are the limitations of Service Cloud Portal?

Back 35

SCP users can't be added to: a) Personal groups or public groups b) Sharing rules c) Account teams opportunity teams or case teams d) Salesforce CRM Content libraries

Front 36

Which Portal has a Portal Super User access?

Back 36

Customer Portal

Front 37

Which Portal has a Delegated Portal User Administrator access?

Back 37

Enterprise Admin

Front 38

Which Portal's users have access to Documents tab and 5mb of data storage?

Back 38

Partner Portal

Front 39

To what can Cases be escalated?

Back 39

a) User b) Queue

Front 40

What is the Early Trigger?

Back 40

A mechanism to overcome the 'lateness' of escalations that age just after the 15 minute escalation cycle

Front 41

What is integrated with Chatter Answers?

Back 41

Cases Answers Customer Portal Knowledge Sites

Front 42

Is collaboration in Chatter Answers public or private?

Back 42

It can be either

Front 43

How do users get access to Chatter Answers?

Back 43

They can self-register or you can assign the Chatter Answers User feature license to portal users

Front 44

What can you do on the Chatter Answers 'Questions' tab?

Back 44

a) Review lists of questions b) Answer questions or add replies to questions c) Manually escalate a question to a case d) Delete questions or replies e) Select best answers for questions f) Promote helpful replies to knowledge base articles

Front 45

Two use cases for Visualflow in Case Management?

Back 45

a) Automate client verification b) Minimize Manual Tasks

Front 46

Name Visualflow elements

Back 46

a) Draft Tools b) User Interface c) Screen d) Logic e) Decision f) Assignment g) Record Create Update Lookup Delete k) Subflow l) APEX Plugins

Front 47

Name Visualflow resources

Back 47

a) Variable - Define an updatable value b) Constant - Define a fixed value c) Formula - Calculates a value d) Text Template - Define formatted text that can be shared across your flow e) Choice - Define an individual choice option that you can reuse throughout your flow f) Dynamic Choice - Dynamically generates choices from a Salesforce Object

Front 48

How does Salesforce work with Facebook?

Back 48

Automatic Creation of cases from Facebook and response is posted back to Facebook. All through the Conversations Tab

Front 49

As an agent how would you send a facebook private message to someone?

Back 49

Through Service Console

Front 50

How does Salesforce work with Twitter

Back 50

Cases are created through tweets to an @ address. Use send tweet back in Service Console to post back to the customer. All through the Conversations Tab

Front 51

What is the recommended order of data import?

Back 51

a) Users b) Accounts c) Contacts d) Cases

Front 52

How frequently can you export attachments?

Back 52

Once per week

Front 53

What do elements represent in Flow?

Back 53

Actions

Front 54

What do resources allow you to do?

Back 54

Store or manipulate data and use it throughout the flow.

Front 55

Whence do you add Flow elements?

Back 55

The Palette Tab

Front 56

What is Step in Flow?

Back 56

Serves as a placeholder that you can use to quickly sketch out a flow

Front 57

What is Screen in Flow?

Back 57

Provides a user-facing screen that can be used to collect input or display output

Front 58

What are the two Logic elements in Flow?

Back 58

a) Decision - Uses conditions to determine where to route users next in the flow b) Assignment - Changes the value of a variable

Front 59

What does the Sub-flow element of Flow do?

Back 59

References another flow and calls that flow at runtime. Subflows allow you to reduce the complexity of a flow by re-using other flows

Front 60

What is an Apex Plug-ins in Flow?

Back 60

Represents a piece of Apex code that you can call from the flow. Apex code allows you to add complex business logic to the flow such as converting a lead or sending an email

Front 61

When can you add a Resource in Flow?

Back 61

From the Resources Tab or when adding a new element.

Front 62

Which Flow element would you use to set or change the value of a variable?

Back 62

Assignment

Front 63

Which Flow element would you use to create a new record?

Back 63

Record Create

Front 64

Which Flow element would you use to wrap up the call?

Back 64

Screen

Front 65

Which Flow element would you use to determine if the customer is interested in a promotion?

Back 65

Screen

Front 66

Which Flow element would you use to route the flow differently based on customer's response to question?

Back 66

Decision

Front 67

Who can run flows?

Back 67

Users with the "Run Flows" permission

Front 68

What does the ? in a Flow url do?

Back 68

It allows you to pass in a variable

Front 69

What is the "Concatenate Operator" in Flow urls?

Back 69

&

Front 70

What does "&" in a Flow url do?

Back 70

It allows you to concatenate multiple arguments together

Front 71

What does the return URL do?

Back 71

It allows you to specify where to return the user when the flow is complete

Front 72

How to you indicate the return URL?

Back 72

retURL=

Front 73

True or False: Role Hierarchy should normally mimic the org structure.

Back 73

False

Front 74

True or False: Force.com allows you to bring your custom interface to any device

Back 74

True

Front 75

What are Divisions used for?

Back 75

Very Large Organizations (VLO) with a high volume of data to enable segmentation of data.

Front 76

What results does Division-ing impact?

Back 76

a) Searches b) List Views c) Reports

Front 77

Which entitlement model would you use for "Sells premium customer support separately from its products"?

Back 77

Entitlements + Service Contract

Front 78

Which entitlement model would you use for "Provides basic web support on its products with no service contract"?

Back 78

Entitlements only

Front 79

Which entitlement model would you use for "Manages individual customer entitlements through a service contract"?

Back 79

Entitlements + Service Contract + Line Item

Front 80

What are the three steps involved in Entitlement Management?

Back 80

a) Determine Entitlement model b) Setup entitlements c) Automate milestones and entitlement process

Hint 80

Hint: D-S-A

Front 81

Entitlements allows you to:

Back 81

a) Define service levels for support b) Manage entitlements service contracts c) Verify eligibility d) Enforce service levels via automated process

Hint 81

Hint: D-M-V-E

Front 82

For which KPI area is ASA (Average Speed to Answer) a driver?

Back 82

Customer Satisfaction

Front 83

For which KPI area is CPC (Cost per call) a driver?

Back 83

Cost of Service

Front 84

For which KPI area is CPA (Calls per agent) a driver?

Back 84

Cost of Service

Front 85

The SoftPhone is located in the sidebar and only appears if you are:

Back 85

a) Assigned to a call center b) Using a machine with CTI adapter installed

Front 86

Which task should be included in abusiness continuity plan for a contact center? Choose 3 answers.

A.Route cases to agents in an alternatecenter.

B.Disable the Interactive Voice Responsesystem.

C.Deliver training on case handling forcontingent staff .D.Update the case status field values.Monitor service level agreements (SLAs)and notify customers.

Back 86

A, C, E

Front 87

UniversalContainers plans to deploy the new Service Cloud console to its support team.Which steps should be considered in deployment? Choose3 answers.

A.Set up users and assign them to a queue.

B.Customize case list views.C.Customize highlights panels for allobjects.

D.Set up interaction logs and assign themto user profiles.E.Assign users the Service Cloud Userfeature license.

Back 87

C, D, E

Front 88

Universal Containers needs to automatethe process of gathering and measuring customer satisfaction (CSAT). Theprocess should be initiated at the time of case closure. Which feature should be used to meet thisrequirement?A.Enablethe Send Survey feature for cases

B.Createa case survey email template and auto-notification rule

C.Installan AppExchange product for case survey functionality

D.Deploythe self-service portal CSAT survey widget

Back 88

C

Front 89

Universal Containers needs to integrateKnowledge into the case management lifecycle.Which integration point is possiblebetween cases and Knowledge?Choose 3 answersA.Emailarticles in PDF formatB.SearchKnowledge using case informationC.Createarticles when closing a caseD.Adda comment to an articleE.Converta case attachment to an article

Back 89

A, B, C

Front 90

Universal Containers is designing a newcase management process with the requirements listed below. Both support agentsand product managers need to participate in the case process.-Cases must be updated as they movethrough the steps in the process-All changes to a case must be trackedWhich configuration step is required forthe new case management implementation?Choose 3 answersA.Configurecase status valuesB.Enablefield tracking history for fieldsC.Createcontact roles and case teamsD.Createlist views for each case queueE.Updatecase comments using a trigger

Back 90

A – Case status values will help keep track of where the case is in the support processB – Field tracking on key fields will ensure we can report on where changes have been made on a caseC – Creating case teams will help share the case and create engagement across the support agents and product managers. Often times pre-defined case teams will be created for different product specialists and automatically added to a case based on the products selected

Front 91

Case Teams

Back 91

CaseTeam Roles PredefinedCase Teams