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184 Cards in this Set

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A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered 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. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.


B. Add development resources to the project team to build out the additional requirements. C. Adjust the project scope to accommodate new requirements and continue with the original project schedule


D. Document the requirements gap and communicate development options to the project team

D. Document the requirements gap and communicate development options to the project team
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs. Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

A. Create the data categories and set up the data category values.


B. Set up a zip file that contains the CSV, HTML, and image files.


C. Create the custom fields and layouts for the FAQ article typeD. Set up the article actions and assign publishers to each actionE. Set the publication status of the article to draft status

A. Create the data categories and set up the data category values.

B. Set up a zip file that contains the CSV, HTML, and image files.


C. Create the custom fields for the FAQ article type (rich text)

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

A. Follow the SMEs to receive automatic updates when they add case comments


B. Bookmark all the comments related to the issue from SMEs


C. Use hashtag (#) to track the customer case and SMEs comments


D. @mention the SMEs on the case Chatter feed and follow the case

D. @mention the SMEs on the case Chatter feed and follow the case
A contact center manager is looking for ways to overall cost per case.What Salesforce metrics should the contact center manager evaluate? (Choose 2)

A. Average number of activities per case


B. Average number of articles attached to a case


C. Total number of cases by origin


D. Average customer satisfaction score by case

A. Average number of activities per case

C. Total number of cases by origin

A contact center manager needs to restrict who can create an FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? Choose 2 answers.

A. Set the organization-wide default to private and create sharing rules for the FAQ article type.


B. Enable the Manage Articles permission for the publisher profile and assign it to users.


C. Hide the Article Management tab for users who should have read-only access to articles.


D. Create a publisher profile that includes create access on the FAQ article type.

B. Enable the Manage Articles permission for the publisher profile and assign it to users.

D. Create a publisher profile that includes create access on the FAQ article type.

A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

A. Service level agreement


B. First call resolution


C. Average handle time


D. Customer satisfaction survey

B. First call resolution

D. Customer satisfaction survey

A customer analyzed its historical cases and found that over 50% of cases were created by users who forgot their password. Which action will reduce the amount of time that agents spend resolving these cases?

A. Create an Apex trigger to reset the user's password if the case description contains the word forgotten.


B. Create a rule to increase case priority for cases involving a forgotten password.


C. Create a case assignment rule to assign all cases to a dedicated agent who resets passwords.


D. Create an auto-response rule and email template with details on how userscan reset their passwords.

D. Create an auto-response rule and email template with details on how users can reset their passwords.
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 entitlements 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 service contract related list to contact records

A. Add the entitlements related list to contact records
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. Mass email


b. Communities


c. Public groups


d. Salesforce Chat

b. Communitiesd. Salesforce Chat
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

A. Implement an on demand telephony solution provided by a vendor.


B. Use a computer telephony integration (CTI) adapter that supports its telephony system.


C. Create an API integration between Salesforce and the telephony system.


D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.

B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer recently purchased Salesforce licenses and is planning to integrate these two systems.What option should a consultant recommend?

A. Use a computer telephony integration (CTI) adapter that supports its telephony system


B. Create an API integration between Salesforce and the telephony system


C. Build a custom computer telephony integration (CTI) adapter using the Salesforce CTI toolkit


D. Implement an on-demand telephony solution provided by a leading vendor

A. Use a computer telephony integration (CTI) adapter that supports its telephony system
A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:- 10 million cases- 1 million accounts- 3 million contactsWhen planning to migrate this data into Salesforce, what implications should be considered? (Choose 2

)A. The Salesforce org may be slow during the data import


B. Related lists on the case object may be slow to populate


C. Salesforce reporting speed may be affected


D. Result may be slow when searching for records

C. Salesforce reporting speed may be affected

D. Result may be slow when searching for records

A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.What should be the first step in configuration and customization?

A. Create user profiles or permission sets


B. Enable Chatter Messenger for the organization


C. Enable Live Agent for the organizationD. Create an iframe to display the chat window

C. Enable Live Agent for the organization
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 task related to the article with a reminder set for the article start date.


b.Create a workflow rule to update the article status to Published on the article start date


.c. Set the article publish date to automatically display the article on the start date.


d. Send an email reminder to update the article status to Published on the start date.

c. Set the article publish date to automatically display the article on the start date.
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.What is a key consideration when configuring a customer portal?

A. Users cannot own records


B. Users can download and view content


C. Users are not associated with a role in the hierarchy


D. Users can be part of a case team

C. Users are not associated with a role in the hierarchy
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

A. Document and share the practices of Agent A with the team via knowledge articles


B. Lower the target for entire team to that of Agent A


C. Review case history and activities for Agents B and C


D. Build a dashboard to display individual performance by agent versus the team goal


E. Update case assignment rules to route more cases to Agent A

A. Document and share the practices of Agent A with the team via knowledge articles

C. Review case history and activities for Agents B and C


D. Build a dashboard to display individual performance by agent versus the team goal

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. Mass Email


b. Chatter Groups


c. Public Groups


d. Escalation Rules

b. Chatter Groups
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)A. Report on the articles attached in cases.B. Report on articles followed in Chatter.C. Report on agent ratings on articlesD. Report on agent feedback on articles
A. Report on the articles attached in cases.C. Report on agent ratings on articles
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents.Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)A. Report on the articles attached in cases.B. Report on articles followed in Chatter.C. Report on agent ratings on articlesD. Report on agent feedback on articles
A. Report on the articles attached in cases.C. Report on agent ratings on articles
All of the following objects may have a queue EXCEPT: A. Accounts B. Cases C. Leads D. Custom Objects
A. Accounts
An existing Salesforce customer is considering implementing Customer Communities. The customer has millions of users. What is a key consideration when configuring Customer Communities? a) Users can be a part of a case team b) Users CANNOT own records c) Users can Download and view content d) Users are NOT associated with a role in the hierarchy
D
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers: A. Mix telephony interactions with email and chat B. Extend benefits to part-time agents C. Provide additional training on tools and process D. Allow shift trading between agents
B. Extend benefits to part-time agents D. Allow shift trading between agents
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?A. Build a repository of Knowledge articles related to integration and share it with the customer.B. Enable Chatter case feed and add product development team members to the case team.C. Create a related child case and assign the child case to the product development team.D. Create a private Chatter group with customers and invite key individuals to join the group.
D. Create a private Chatter group with customers and invite key individuals to join the group.
Auto Response rules work on which objects? A. Leads and Cases B. Leads and accounts C. Accounts and Opportunity D. Accounts and Cases
A. Leads and Cases
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions? A. Reads the case B. Adds a related comment to the case C. Adds an activity or sends an email from the case record D. Edits the case E. All of the above
D. Edits the case
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 Web Services API to integrate the external database with SalesforceC. Create a custom product bug object and import data into SalesforceD. Use Bulk API to load the product bug data into Salesforce
A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)B. Use Web Services API to integrate the external database with Salesforce
Ensure the contracted service level requirements for its clients are being met. What should be configured?A. Entitlement processes, contract line items, milestones, entitlementsB. Entitlement processes, contract line items and EntitlementsC. Entitlement processes, contract line items, milestones, milestone actionsD. Entitlement processes, milestones, milestone actions, and entitlements
D. Entitlement processes, milestones, milestone actions, and entitlements
For which purpose should a contact center use Visual Flow?A. To assign follow-up tasks to an agent one week after a case is closed.B. To automatically assign cases to a specific queue based on the customer support levelC. To escalate to the support manager if it has been open for more than 72 hoursD. To automate business processes for agents who troubleshoot customer support issues via phone
D. To automate business processes for agents who troubleshoot customer support issues via phone
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)A. They are members of that Queue B. They have a Contact Manager Profile C. If the OWD for sharing cases is Public Read/Write/Transfer D. They are higher in the Role Hierarchy than a Queue Member E. All of the above
A. They are members of that QueueC. If the OWD for sharing cases is Public Read/Write/Transfer D. They are higher in the Role Hierarchy than a Queue Member
If you delete a case, which two also get deleted? (Choose two answers)A. Account B. Solution C. Event D. Attachments
C. Event D. Attachments
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product sold. Which approach should be used to optimize the order process? Choose 2 answersA. Use Visualforce to create a wizard for each processB. Organize the fields on the page layout to match each processC. Use Visual Workflow to streamline the processD. Create a custom object for each step in the process
B. Organize the fields on the page layout to match each processC. Use Visual Workflow to streamline the process
Support agents need to verify that customers are eligible to receive support before they can update the case. What object is used to verify that a customer is entitled to receive support? Choose 2 answersA. Case historyB. ProductsC. Service contractsD. Contacts
C. Service contractsD. Contacts
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.How should the requirement be met?A. Create a custom reportB. Create a custom related list on the caseC. Create a custom view on the Case tabD. Create a custom Visualforce page
B. Create a custom related list on the case
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.A. Enable Chatter for agent collaboration. B. Create auto response templates for emails.C. Enable Knowledge in a Service Cloud portal.D. Enable Ideas in a Service Cloud portal.
B. Create auto response templates for emails. C. Enable Knowledge in a Service Cloud portal.
The cost of service for Universal Containers contact centers has steadily increased.What solution should a consultant recommend to help reduce the cost of service? (Choose 2)A. Enable Ideas in a customer portalB. Enable Chatter for agent collaborationC. Create auto-response templates for incoming emailsD. Enable Live Agent to handle incoming service inquiries
B. Enable Chatter for agent collaborationC. Create auto-response templates for incoming emails
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. Automatic Call Distributorb. Private Branch Exchangec. Interactive Voice Responsed. Time and Attendance
c. Interactive Voice Response
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer.Which tasks should be completed prior to UAT? (Choose 2)A. Verification of the production migration checklistB. Approval of test scripts from the business leadC. Verification that sample data has been loadedD. Fund customer approval on training materials
B. Approval of test scripts from the business leadC. Verification that sample data has been loaded
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answersA. Average call handle time by teamB. Number of cases created using portalC. Number of cases closed by a self-service userD. Number of IVR inquiries without agent involvement
B. Number of cases created using portalC. Number of cases closed by a self-service user
The Universal Containers customer support organization has implemented Knowledge Centered Support (KCS) in the call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What should the company do to address this situation? Choose 2 answersA. Require agents to check a box on the case when submitting a new suggested articleB. Measure and reward agents based on the number of new articles approved for publicationC. Create a dashboard that includes articles submitted by agents and approved for publicationD. Measure and reward agents based on the number of new articles submitted for approval
C. Create a dashboard that includes articles submitted by agents and approved for publicationD. Measure and reward agents based on the number of new articles submitted for approval
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)A. Create escalation rules to re-assign cases after SLAs have expired.B. Enable the Service Cloud Console and Knowledge sidebar for agents.C. Create case teams and introduce swarming to resolve cases.D. Enable and use Chatter feed tracking on the case object.
C. Create case teams and introduce swarming to resolve cases.D. Enable and use Chatter feed tracking on the case object.
The vice president (VP) of customer support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing". Universal Containers has recently deployed a new toll free interactive voice response (IVR) system and Knowledge base. The VP has asked management team to make additional system enhancements to fulfil the mission statement. What should the consultant recommend to achieve the mission statement? Choose 3 answers a) Enable customers to be emailed FAQs by accessing the interactive voice response 24 per day.b) Enforce that customers must search the knowledge base before they can see the contact us pagec) Create a central "contact us" page which provides access to the available channels.d) Optimize the customer community for mobile devices to have access to same support as desktops.e) Replace the existing "Chat Now" button on the customer community with toll free phone number
B,C,D
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?A. Assign article managers to public groups and specific article actions to each group.B. Assign article managers to publication teams and specific article actions to each team.C. Assign article managers to public groups and specific publication states to each group.D. Assign article managers to publication teams and specific publication states to each team.
A. Assign article managers to public groups and specific article actions to each group.
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers: A. Custom indexes B. Tiered data strategy C. Record types D. Divisions E. Custom search
A. Custom indexes B. Tiered data strategy D. Divisions
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.- Agent users in Canada can only view articles pertaining to Canadian products - Agent users in the US can only view articles pertaining to US-based products. How should article visibility be configured to enforce the compliance rules? A. Create geography-based roles to restrict access using data categories B. Create geography-based profiles to restrict access by mapping article types C. Create geography-based profiles to restrict access using data categories D. Create geography-based roles to restrict access by mapping article types
A. Create geography-based roles to restrict access using data categories
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.a. Create three article types for each product area (Personal Banking, Mortgage, CD).b. Create three data categories for each product area (Personal Banking, Mortgage, CD).c. Create two data categories to display information (Question/Answer, Product Info).d. Create two article types to display information (Question/Answer, Product Info).
b. Create three data categories for each product area (Personal Banking, Mortgage, CD).d. Create two article types to display information (Question/Answer, Product Info).
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. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service c. Enable the "Access Recent Items" user permission on the user profiles. d. Create a customer list view for cases, contacts, and orders and pin them to the side bar.
A
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.a. Reduce the cost per callb. Train support agentsc. Align agent performance goals with KPIsd. Hire additional support agents
b. Train support agentsc. Align agent performance goals with KPIs
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 agent console applications and configure the Iayout based on the user's requirements.B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements. C. Create case page layouts for each interaction channel and assign them to different agent profiles.D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
C. Create case page layouts for each interaction channel and assign them to different agent profiles.
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)A. First call resolutionB. Average handle timeC. Upsell percentageD. Customer retention
A. First call resolutionB. Average handle time
Universal Containers contact center management wants to enhance its Service Cloud implementation and deploy a solution to better assist its service agents and customers In troubleshooting and resolving Issues. The contact center management has the following requirements:- Provide content categorization for easier navigation, searching, and visibility.- Shorten agents' issue resolution time by suggesting relevant content.- Establish 5 publication lifecycle process based on industry leading practices.-Ensure the solution is tightly integrated with Salesforce Console for Service and Live Agent.What Salesforce solution should a consultant recommend?A. ContentB. ChatterC. Solutions D. Knowledge
D. Knowledge
Universal Containers' contact center manager needs to measure the following metrics:- Agent productivity- Customer satisfactionWhich report should a consultant recommend? (Choose 2)A. Average handle timeB. First contact resolutionC. Average speed to answerD. Escalation rate
A. Average handle timeB. First contact resolution
Universal Containers customer support management wants to provide proactive communications are likely to provide low customer satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 answersA. Time spent by account year-to-dateB. New cases opened by account channelC. Escalated cases by amount month-to-dateD. High-priority cases opened by account month-to-date
C. Escalated cases by amount month-to-dateD. High-priority cases opened by account month-to-date
Universal Containers' customers are encouraged to submit cases when they find errors or omissions in product documentation. The information is captured on a case with the 'Errata' record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process. What should a consultant recommend to meet this requirement? a) Create an Apex trigger that sends an email message to the case contact when a case with the "errata" record type is created. b) Create an auto-response rule that sends an email message to the case contact when a case with the "Errata" record type is created. c) Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created d) Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created.
B
Universal Containers designed a solution in a sandbox environment. In order to deploy the solution, several new custom objects, page layouts, workflow rules, and reports must be migrated from the sandbox to the production environment. How should this be accomplished?a. Migrate using change sets.b. Manually re-create the configuration.c. Migrate using the data loader.d. Migrate by clicking the Refresh Production button.
a. Migrate using change sets.
Universal Containers has a contact center that provides support for five different product lines. Universal Containers needs to allow agents to share files, ask and answer questions, and share best practices specific to each product line. What is the best method to meet this requirement? a. Set up an internal Ideas site for each product line.b. Set up a Chatter group for each product line.c. Set up Case queues for each product line.d. Set up Document folders for each product line.
b. Set up a Chatter group for each product line.
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system. When implementing Salesforce, what solution should a consultant recommend for this service?A. On-Demand email-to-caseB. Connect for OutlookC. Email-to-CaseD. Web-to-Case
C. Email-to-Case
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond incoming cases within two hours of case creation. Which solution would help Universal Containers meet SLA?A. Use case auto-response rules to send an email to support managers with case creation.B. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hourC. Create a rule to send an email to support managers when a case is created and assigned to a queue.D. Create a rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
B. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour
Universal Containers has a telemarketing call center with agents who cold call prospects and follow up on prospects that have been routed to them. Which metric should Universal Containers consider when designing the call center? Choose 2 answersA. Average number of attempts to contactB. Number of outbound calls per dayC. Number of cases closed by agentD. Average case age by agent
A. Average number of attempts to contactB. Number of outbound calls per day
Universal Containers has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can Universal Containers measure case escalation? A. Create an approval process to ensure only the appropriate cases get escalated.B. Create a case report to show all cases across tiers filtered by an escalation flag.C. Create a custom trigger to generate history when cases get escalated between tiers.D. Create a case report to show the number of cases for each tier and sort them by case owner.
B. Create a case report to show all cases across tiers filtered by an escalation flag.
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 3)A. Only one inbound email address can be used for Email-to-CaseB. Follow-up emails and attachments related to a case are attached to the caseC. Assignment, escalation, and workflow rules are processed on inbound emailsD. Follow-up emails related to a case will update the case comments E. Supports emails larger than 25 MB
B. Follow-up emails and attachments related to a case are attached to the caseC. Assignment, escalation, and workflow rules are processed on inbound emailsE. Supports emails larger than 25 MB
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email.Which options are available with Email-to-Case? (Choose 2)A. Only one inbound email address can be used for Email-to-CaseB. Follow-up emails and attachments related to a case are attached to the caseC. Assignment, escalation, and workflow rules are processed on inbound emailsD. Follow-up emails related to a case will update the case comments
B. Follow-up emails and attachments related to a case are attached to the caseC. Assignment, escalation, and workflow rules are processed on inbound emails
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case. Which solution will create and route the field service dispatch record when the case is saved?A. Use a workflow rule with an actionB. Use a validation ruleC. Use a case assignment ruleD. Use an Apex trigger
D. Use an Apex trigger
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.Which tools should be used for migration functionality?A. Data loader, change sets, and Force.com Excel ConnectorB. Visual Workflow, data loader, and Force.com IDEC. Force.com migration tool, Force.com IDE, and change setsD. Mass transfer records, change sets, and Force.co migration tool
C. Force.com migration tool, Force.com IDE, and change sets
Universal Containers has determined that case list views are slow to load because of the large number of cases in system. Which action will improve the performance of the list views?Choose 2 answers.A. Remove filter criteria from the viewsB. Restrict visibility of the viewsC. Reduce the number of fields displayedD. Filter the views by case owner
C. Reduce the number of fields displayedD. Filter the views by case owner
Universal Containers has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? (Choose 2) A. Track social sentiment across social media outletsB. Hire more agents for the contact centersC. Configure entitlements and milestones to enforce SLAs.D. Improve the training provided to existing agents
C. Configure entitlements and milestones to enforce SLAs.D. Improve the training provided to existing agents
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements indicate each division should have access to its own articles when performing a search. What solution should a consultant recommend to meet this requirement?A. Create a sharing rule for each division to provide access based on criteria of the articleB. Create a sharing rule for each division to provide access using the role hierarchyC. Create a single data category group for each division and provide access using the role hierarchyD. Create separate data category groups for each division and assign the category to a division profile
C. Create a single data category group for each division and provide access using the role hierarchy
Universal Containers has implemented a public knowledge base using Salesforce Knowledge and the Service Manager must approve the articles before publication. Articles have a custom "Status" picklist and an approval process has been defined such that articles may enter when their status is set to "Awaiting Approval." The Service Manager would like to automate submission for Approval based on the status value. What should a consultant recommend to ensure that articles are immediately submitted for approval? a. Create a workflow rule for articles with a status changed to "Awaiting Approval" and add an action to submit the record for approval b. Create a Visualforce "Edit Article" page that submits articles saved with a status of "Awaiting Approval" to an approval process. c. Create an escalation rule for articles with a status of "Awaiting Approval" and add an action to send an email reminder to agent. d. Create an Apex Trigger to automatically submit articles with status changed to "Awaiting Approval" to an approval process.
D
Universal Containers has implemented Salesforce Knowledge and the service manager wants to encourage agents to use the knowledge base. Which metric should the service manager monitor?A. Number of customer ratings B. Number of approved articles C. Number of article votesD. Number of archived articles
C. Number of article votes
Universal Containers has implemented Salesforce Service Cloud with the goal of reducing the number of escalated cases to the contact center.What metric should a contact center manager use to analyze this?A. Percent of cases closed with an attached article.B. Percent of cases closed meeting the defined SLAC. Percent of cases closed with Chatter postsD. Percent of cases closed on first contact
B. Percent of cases closed meeting thedefined SLA
Universal Containers has implemented Service Cloud in their call center and would like to integrate it with their existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they a produce a custom desktop build for the call center staff. Which solution should a consultant recommend?A. Move to a cloud-based telephony system.B. Implement an adapter using the Telephony API.C. Implement an adapter built on Open CTI.D. Build an adapter using the CU toolkit.
C. Implement an adapter built on Open CTI.
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Service Cloud portal and plans to allow customers to be authenticated users to increase self-service rates.Which method should be used to enable the customers on the portal? (Choose 2)A. Have agents manually create users when portal access is requested by customers.B. Identify active customers and send them registration instructions via email.C. Create active customers as portal users and send them email notificationsD. Have agents provide customers with portal registration instructions when working a case
B. Identify active customers and send them registration instructions via email.D. Have agents provide customers with portal registration instructions when working a case
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, included cases created by the support team on their behalf over the phone. a. An organization-wide default of Public Read/Write on the Case object b. A sharing set to grant the Customer Community user access to records associated to their Contact record c. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy d. A sharing rule to ensure record access is granted based on criteria of the case
C
Universal Containers has recently implemented Live Agent and is looking for recommendations on how to improve agents' productivity while chatting with customers.What should the consultant recommend to meet this requirement? Choose 3 answers.A. Use chat preview to allow agents to prepare before the chat.B. Allow agents to work on multiple chats at one time.C. Allow supervisors to be conferenced into the chat session.D. Configure quick text options to include text quickly.E. Enable whisper chat allowing other agents to help
A. Use chat preview to allow agents to prepare before the chat.B. Allow agents to work on multiple chats at one time.D. Configure quick text options to include text quickly.
Universal Containers has service level agreements (SLAs) with clients that require an agent to respond within one hour of receiving a case. The agreement also states that the case must be resolved in less than one day if the case status is set to urgent. Which feature should be used to meet this requirement?A. Case assignment rules to route the case to an escalation queueB. Entitlements to define milestones to meet the SLAsC. Case comments to communicate updates to the clientD. A workflow email alert to send notification that a case was received
B. Entitlements to define milestones to meet the SLAs
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric cap the manager use to measure the adoption of Knowledge? Choose 2 answersA. Create a report that displays the number of article searched during the past two months.B. Create a report that displays the number of articles associated to data categories during the past two months.C. Create a report that displays the number of cases with articles attached during the past two months.D. Create a report that displays the number of new articles created during the past two months.
C. Create a report that displays the number of cases with articles attached during the past two months.D. Create a report that displays the number of new articles created during the past two months.
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric cap the manager use to measure the adoption of Knowledge? Choose 2 answers.A. Create a report that displays the number of article searched during the past two months.B. Create a report that displays the number of articles associated to data categories during the past two months.C. Create a report that displays the number of cases with articles attached during the past two months.D. Create a report that displays the number of new articles created during the past two months.
C. Create a report that displays the number of cases with articles attached during the past two monthsD. Create a report that displays the number of new articles created during the past two months.
Universal Containers is concerned with system performance in its contact center because the number of contact records has exceeded 40 million. What platform functionality might be affected by the number of contact records?A. Contact related list load timeB. Contact view page load timeC. Contact report run timeD. Contact list view edit time
C. Contact report run time
Universal Containers is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center? a) Average handling time and first call resolution time b) Automatic call distributor and interactive voice response c) Agent skill-based routing and predictive dialer d) Workforce management and customer satisfaction score
B
Universal Containers is designing a contact center focused on customer billing inquires. The contact center includes the variables listed below.- 2 million accounts in Salesforce- 20 million invoices in an external application- 600 support agents- 300,000 transactions processed daily across agents When agents view an account in Salesforce, they need to view the invoices associated with an account and view the detail of the invoices. However, agents do not need to update or report on invoice information. Which solution would meet these requirements? Choose 2 answers: A. Create a bi-directional integration using the Salesforce API B. Build a real-time integration to import invoices into a Salesforce custom object C. Launch the customer billing application in Salesforce as a Web tab D. Design a Visualforce page to display invoice data in Salesforce based on a real-time call
C. Launch the customer billing application in Salesforce as a Web tab D. Design a Visualforce page to display invoice data in Salesforce based on a real-time call
Universal Containers is designing a new case management process with the following requirements: - Both support agents and product managers need to participate in the case process. - Cases must be updated as they move through the steps in the process. - All changes to a case must be tracked. Which configuration steps are required for the new case management implementation? Choose 2 answers.a. Configure case status values.b. Enable field tracking history for fields.c. Update case comments using a trigger.d. Create list views for each case queue.
a. Configure case status values.b. Enable field tracking history for fields.
Universal Containers is developing a business continuity plan for their contact centers. What should the company consider? Choose 2 answersA. Recovery point objectiveB. Criteria for plan activationC. Site consolidationD. Open access to systems
A. Recovery point objectiveB. Criteria for plan activation
Universal Containers is developing its strategy for supporting their customers on social media sites. The company's requirements include the ability to:- Monitor Facebook fan page for new posts and comments from customer- Link new post and comments to an existing customer record- Respond to posts from the existing Salesforce Console for Service- Create and link social personas to contactsWhat should a consultant recommend to meet these requirements?A. Create a Force.com app for Facebook monitoringB. Enable Social Customer ServiceC. Integrate Facebook to its existing Customer CommunityD. Enable Salesforce social profile on contacts
B. Enable Social Customer Service
Universal Containers is evaluating the speed and productivity enhancements that could be obtained by implementing the new Service Cloud console. Which benefit should the company expect when implementing the Service Cloud console? Choose 2 answersA. View records and related items as tabs on one screenB. Screen pops open new object in tabs to reduce interruptionsC. Customized mini page layouts for the console viewD. Customized view for the console in the customer portal
A. View records and related items as tabs on one screenB. Screen pops open new object in tabs to reduce interruptions
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.A. Remove formula fields from filter criteria.B. Remove unnecessary columns from the reports.C. Remove date boundaries from filter criteria.D. Remove dashboards based on long-running reports.
A. Remove formula fields from filter criteria.B. Remove unnecessary columns from the reports.
Universal Containers is having trouble with the adoption of its knowledge base. Customers have reported difficulty locating what they need. The following facts are known:- Data categories are used to indicate which contact center and business unit authored the article. - Articles have drastically different types of content mixed together FAQs,product manuals, and install guides. - Agents are not consistently completing all article fields.What should the consultant recommend as a first step in improving the usability of the knowledge base?A. Use a Visualforce page to enable more granular search filtering.B. Add a data category to indicate content type and enable rules.C. Create article types for each business unit and have supervisors review articles. D. Create article types for each content type and implement an approval process.
D. Create article types for each contenttype and implement an approval process.
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering.What key metrics can be expected to improve following the CTI implementation? (Choose 2)A. Average days to closeB. First call resolutionC. Average handle timeD. Abandon rate
B. First call resolutionC. Average handle time
Universal Containers is implementing a solution to capture incoming emails as cases in Salesforce with the requirements listed below. - Over 5.000 emails are captured and created as cases. - Email filtering capabilities can be customized. - Solution runs 24/7 so that emails are captured during maintenance windows - Software installation is not requiredWhich solution would meet the requirements?A. On-Demand Email to caseB. Email-to-CaseC. Connect for OutlookD. Email relay
A. On-Demand Email to case
Universal Containers is implementing an entitlement process in its contact center to gain better visibility into how well the company is delivering on customer service level agreements (SLAs). How can milestones be used to accomplish this goal? (Choose 2)A. To represent metrics such as first-response and resolution time on cases.B. To monitor the case escalation rule queue to confirm service levels are metC. To identify the customer contact associated with a particular stage of a service contractD. To display whether a case response complies with a customer service level agreement
A. To represent metrics such as first-response and resolution time on cases.D. To display whether a case response complies with a customer service level agreement
Universal Containers is implementing an entitlement process in its contact center to gain better visibility into how well UC is delivering on customer service level agreements (SLAs). How can milestones be used to accomplish this goal? Choose 2 answers.A. To represent metrics such as first-response and resolution time on cases B. To monitor the case escalation rule queue to confirm service levels are metC. To display whether a case response complies with a customer's service level agreement D. To identify the customer contact associated with a particular stage of a service contract
A. To represent metrics such as first-response and resolution time on cases C. To display whether a case response complies with a customer's service level agreement
Universal Containers is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to new articles for the product they support.What solution should a consultant recommend to meet this requirement?A. Assign team-based roles to the associated product data category valueB. Assign team-based profiles to the associated product article typeC. Assign team-based profiles to the associated product data category valueD. Assign team-based roles to the associated product article type
A. Assign team-based roles to the associated product data category value
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?a. Allow agents to create Knowledge articles when closing a case.b. Require agents to create Knowledge articles when opening a case.c. Add the Submit Feedback button to articles.d. Add the Submit Feedback button on the Solutions tab.
a. Allow agents to create Knowledge articles when closing a case.
Universal Containers is implementing Salesforce Service Cloud. The company needs to reduce total case volume and the average amount of time spent by agents on Cases. What solution would meet these requirements? a. Create reports on case age and queue backlog; use escalation rules to notify management of missed SLA targets b. Publish Knowledge articles to the Customer Community; enable the attachment of articles upon case closure. c. Enable agent chat functionality for customers; disable the ability to log a case form the Customer Community d. Use escalation rules to move cases into the correct status; create reports to monitor SLA adherence
B
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below. - 2.000 agents are implemented globally 24/7 operations - Open case data will be migrated from a legacy system - New cases will be created in one system onlyWhich deployment method should be recomended?A. Migrate case data and deploy to all users at officeB Migrate agents to Force.com Connect Offline during deploymentC Deploy in phases using countries as pilotsD Deploy based on the number of trainers available
C Deploy in phases using countries as pilots
Universal Containers is implementing the Salesforce Service Cloud. The company needs to reduce total case volume and the average amount of time spent by agents on cases. Which solution would meet these requirements?A. Create reports on case age and queue backlog; use escalation rules to notify management of missed SLA targets.B. Use escalation rules to move cases into the correct status; create reports to monitor SLA adherence.C. Publish Knowledge articles to the Service Cloud portal; enable the attachment of articles upon case closure.D. Enable agent chat functionality for customers; disable the ability to log acase from the Service Cloud portal.
C. Publish Knowledge articles to the Service Cloud portal; enable the attachment of articles upon case closure.
Universal Containers is implementing the Service Cloud console.Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)A. Allows Chatter Messenger to be used between agentsB. Displays records and their related items as tabs on one screenC. Is available for users in the partner portalD. Indicates when records and lists are changed by others
A. Allows Chatter Messenger to be used between agentsB. Displays records and their related items as tabs on one screen
Universal Containers is in the process of setting up a business-to-business (B2B) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?A. AssetsB. CasesC. MilestonesD. Service Contracts
D. Service Contracts
Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.How to accomplish this task?A. Use workflow rules to send an email to the customer.B. Use auto-response rules to send an email to the customer.C. Use assignment rules to assign the case to a case queue.D. Use escalation rules to assign the case to a case queue.
A. Use workflow rules to send an email to the customer.
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:- Agents need to collaborate with other teams- The product development team needs to be alerted on high-priority cases for specific productsWhich solution will meet these requirements?A. Use escalation rules for notifications and case teams to monitor casesB. Use workflow rules for notifications and case teams to monitor casesC. Use escalation rules for notifications and account teams to monitor casesD. Use workflow rules for notifications and account teams to monitor cases
B. Use workflow rules for notifications and case teams to monitor cases
Universal Containers is looking to migrate to a new knowledge solution for their contact center. They have 10,000 knowledge articles, but have found that only 5% are being used frequently by their contact center agents and customers on their public website. What should be recommended as part of this implementation? Choose 2 answers.a. Prepare a test set of articles for import into the sandboxb. Import all articles and then delete those which are not importantc. De-prioritize data quality, because articles can be modified by the KB manager after deployment.d. A one-time import of only the most frequently used articles
a. Prepare a test set of articles for import into the sandboxd. A one-time import of only the most frequently used articles
Universal Containers is migrating from a legacy system to the Service Cloud. The company currently tracks enticements and agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access case information for the last one year.How to accomplish this task?A. Migrate closed cases with milestones and entitlements.B. Migrate open and closed cases with milestones and entitlements. C. Migrate open and closed cases without milestones and entitlements.D. Migrate closed cases to a custom read-only object.
B. Migrate open and closed cases with milestones and entitlements.
Universal Containers is ready to launch a customer portal to its targeted customers. The company's executives want to use appropriate metrics to efficiently measure user adoption.Which metrics should be measured? (Choose 2)A. Number of calls deflected using IVRB. Number of emails compared to portal casesC. Number of cases created in the portalD. Number of portal logins per day
C. Number of cases created in the portalD. Number of portal logins per day
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)A. Chatter groups for customerB. Mobile access to case informationC. Visibility into service entitlementsD. Predictive dialer for outbound calls
B. Mobile access to case informationC. Visibility into service entitlements
Universal Containers is transitioning from a legacy service and support system to Salesforce.What is a recommended way to migrate and cleanse data?A. Upload the data into Salesforce and then run the native de-dupe tool.B. Use the Salesforce import wizard to load and cleanse the data. C. Use the Salesforce data loader to load and cleanse the data.D. Cleanse the data outside of Salesforce and then migrate the data.
D. Cleanse the data outside of Salesforce and then migrate the data.
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability.What needs to be configured for the SoftPhone to work in Salesforce? (Choose 3)A. Assign the correct Salesforce users to the Call CenterB. Install an adapter from AppExchange to work with third-party CTI systemsC. Use Apex to create an adapter to work with third-party CTI systemsD. Create a SoftPhone layout and assign to user profilesE. Assign the Salesforce CTI license to Salesforce users
A. Assign the correct Salesforce users to the Call CenterB. Install an adapter from AppExchange to work with third-party CTI systemsD. Create a SoftPhone layout and assign to user profiles
Universal Containers is using the Service Cloud in its contact center. The contact center manager wants to deploy Answers Community.What should a consultant recommend to integrate Answers into its Service Cloud implementation? (Choose 2)A. Create a draft Knowledge article from a reply using the promote article button.B. Use the close and resolve button on the case page layout to close a case and mark the question resolved.C. Allow administrators and trusted community members to escalate a question into a case.D. Display up to three category groups to help organize questions for easy browsing.
A. Create a draft Knowledge article from a reply using the promote article button.C. Allow administrators and trusted community members to escalate a question into a case.
Universal Containers is using the Service Cloud in its contact center. The contact center manager wants to deploy Chatter Answers. What should a consultant recommend to integrate Chatter Answers into its Service Cloud implementation? Choose 2 answers.A. Use the close and resolve button to close a case and mark the question resolved.B. Allow administrators and trusted community members to escalate questions to cases. C. Create draft Knowledge articles from replies using the promote to article button. D. Display up to three category groups to help organize questions for easy browsing.
B. Allow administrators and trusted community members to escalate questions to cases. C. Create draft Knowledge articles from replies using the promote to article button.
Universal Containers needs to allow customers to log into its corporate website, view solutions from a Salesforce knowledge base, and log cases. Which product would meet all of these requirements? Choose 2 answersA. Self-service portalB. Web-to-CaseC. Force.com SitesD. Customer portal
A. Self-service portalD. Customer portal
Universal Containers needs to automate the process of gathering and measuring customer satisfaction (CSAT). The process should be initiated at the time of case closure. Which feature should be used to meet this requirement?A. Install an AppExchange product for case survey functionalityB. Enable the Send Survey feature for casesC. Deploy the self-service portal CSAT survey widgetD. Create a case survey email template and auto-notification rule
A. Install an AppExchange product for case survey functionality
Universal Containers needs to decrease the cost of support by allowing support engineers to capture case resolution information when a case is closed and make the details of the case available via search to internal users, partners, and the general public. How could this be achieved?A. Create Knowledge articles and publish the article to all channelsB. Create Content documents and add them to a workspace accessed by all usersC. Create solution and publish the solutions to the self-service portalD. Create case attachments and upload attachments to a directory accessed by all users
A. Create Knowledge articles and publish the article to all channels
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below. - Average handle time (AHT) - Adherence to service level agreements (SLAs)Which data source would Universal Containers need in order to gather this information? Choose 3 answersA. Automatic Call Distributor (ACD)B. EntitlementsC. Workflow Management (WFM)D. Chat log historyE. Interactive Voice Response (IVR)
A. Automatic Call Distributor (ACD)B. EntitlementsC. Workflow Management (WFM)
Universal Containers needs to integrate Knowledge into the case management lifecycle. Which integration point is possible between cases and Knowledge? Choose 2 answers.a. Email articles in PDF format. b. Add a comment to an article.c. Search Knowledge using case information.d. Convert a case attachment to an article.
a. Email articles in PDF format. c. Search Knowledge using case information.
Universal Containers needs to measure how long it takes to resolve a case once a support agent has accepted the case from the queue. How would this requirement be met?A. Enable the case accepted time support setting to track the active time an agent spends on a caseB. Create a formula field to calculate the total time spent in each status based on the case historyC. Create a formula field to calculate the time between a custom Case Accepted Date/Time field and the standard Date/Time Case Closed fieldD. Create a formula field to calculate the time between the standard Date/Time Case Created field and the Date/Time Case Closed field.
C. Create a formula field to calculate the time between a custom Case Accepted Date/Time field and the standard Date/Time Case Closed field
Universal Containers needs to produce a dashboard in Salesforce that shows the average cost per call. Which data needs to be available in Salesforce in order to create the report? Choose 2 answers.a. Agent hours worked and agent wage rateb. Average seconds to answer and talk timec. Talk time and call wrap time d. Case status and case age
a. Agent hours worked and agent wage ratec. Talk time and call wrap time
Universal Containers needs to provide users with a case entry page that meets the requirements listed below. - Launches from the account record - Provides a list of associated contacts and assets - Allows a user to associate contacts and assets with a new case - Allows for the creation of the new contact Which approach meets the requirements?A. Create an Apex page for selecting the associated records and entering the new case informationB. Create a Visualforce page for selecting the associated records and entering the new case informationC. Modify the case page layout to include attributes necessary for creating a new contactD. Modify the case page layout and enable the quick create feature for contact creation
B. Create a Visualforce page for selecting the associated records and entering the new case information
Universal Containers needs to set up a Customer Community to provide customers with a self- service option for support. What capability can the Customer Community provide to Universal Containers' customers? Choose 2 answers a) Allows customers to search a knowledge base b) Allows customers to customize reports and dashboards c) Allows customers to customize their user interface d) Allows customers to search documents in Content
A,D
Universal Containers needs to set up a customer community to provide customers with a self-service option for support. Which capability can Universal Containers provide its customers via the customer communities? (Choose 3)A. Allows customers to submit ideas and answersB. Allows customers to customize their user interfaceC. Allows customers to search documents in ContactD. Allows customers to follow Chatter feedsE. Allows customers to search a knowledge base
A. Allows customers to submit ideas and answersD. Allows customers to follow Chatter feedsE. Allows customers to search a knowledge base
Universal Containers needs to set up a Service Cloud portal to provide customers with a self-service option for support. What capability can the Service Cloud portal provide to Universal Containers' customers? Choose 2 answers.A. Allows customers to search documents in Content B. Allows customers to customize their user interface C. Allows customers to follow Chatter feedsD. Allows customers to search a knowledge base
C. Allows customers to follow Chatter feedsD. Allows customers to search a knowledge base
Universal Containers needs to track the internal users who are involved with support cases. Certain status updates to the case should trigger an email notification to the users involved. Which solution design will best address this requirement?A. Use case teams to track users and a workflow rule with an email action for notification of status changesB. Use account teams to track users and a workflow rule with an email action for notification of status changesC. Use a custom object to track users and a workflow rule with an email action for notification of status changesD. Use case teams to track users and an Apex trigger for notification of status changes
A. Use case teams to track users and a workflow rule with an email action for notification of status changes
Universal Containers plans to deploy the new Service Cloud console to its support team. Which steps should be considered in deployment? (There are three correct answers.) A. Customize highlight panels for all objects.B. Set up interaction logs and assign them to user profiles. C. Assign users the Service Cloud User feature license. D. Set up users and assign them to a queue. E. Customize case list views.
A. Customize highlight panels for all objects. B. Set up interaction logs and assign them to user profiles. C. Assign users the Service Cloud User feature license.
Universal Containers plans to migrate data into Salesforce from legacy system. Which step should be taken before performing the data migration? Choose 2 answersA. Enable data validation rulesB. Perform data cleansingC. Develop data mapD. Normalize database
B. Perform data cleansing C. Develop data map
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?A. Activate the Knowledge sidebar within the Salesforce Console for Service.B. Activate the Knowledge sidebar on the case detail page.C. Create a Knowledge Visualforce component on the case detail page.D. Create a Knowledge Visualforce component within the Salesforce Console for Service.
B. Activate the Knowledge sidebar on the case detail page.
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closed. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answersA. Average incoming case volumeB. Relationship to the primary contactC. Case closure rules on the original caseD. RMA and FSR escalation requirementsE. Visibility and access to the RMA and FSR records
C. Case closure rules on the original case D. RMA and FSR escalation requirements E. Visibility and access to the RMA and FSR
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed.What should a consultant recommend to meet these requirements? (Choose 2)A. Escalation rulesB. Case teamsC. Workflow rulesD. Auto-response rules
B. Case teamsC. Workflow rules
Universal Containers staffs its contact centers to allow for up to 20% of the total case volume to be escalated. The contact center would like to measure case escalation rate to staff to ensure sufficient training for Tier 1 agents.What solution should a consultant recommend to meet this requirement?A. Create a dashboard report to display and compare escalated cases against non-escalated cases.B. Create a case report with a custom summary formula to calculate the percentage of escalated cases.C. Create a formula field on the case record to calculate percentage of escalated cases.D. Create a daily snapshot report of all cases and calculate percentage of escalated cases.
A. Create a dashboard report to display and compare escalated cases against non-escalated cases.
Universal Containers support team requires its customers to submit their support inquiries via free form email (Outlook etc). Additional requirements are listed below:* Support attachments up to 20 MB per inquiry* Over 10,000 inquiries per dayWhich solution should a consultant recommend to meet these requirements?A. Email-to-CaseB. Customer Chatter groups C. On-Demand Email-to-Case D. Web-to-Case
C. On-Demand Email-to-Case
Universal Containers wants summit agents to have the ability to work on multiple cases at the same time. What should a consultant recommend to meet this requirement?A. Configure and utilize the Salesforce Console for ServiceB. Configure and utilize the agent console.C. Open multiple Salesforce windows at the same time.D. Create a Visualforce page to display multiple cases.
A. Configure and utilize the SalesforceConsole for Service
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.A. Ability to determine if a customer has escalated a case in the pastB. Ability to specify unique service levels for each customerC. Ability to prompt callers for the service contract number within IVR menusD. Ability to enforce service levels with the time-dependent processes
B. Ability to specify unique service levels for each customerD. Ability to enforce service levels with the time-dependent processes
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?A. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.B. Configure the Salesforce Console for Service, integrate the external system, and enable KnowledgeC. Configure the agent console and display the articles, case view, and external system custom objectD. Create a custom Visualforce page to display case list view, external system, and knowledge articles
A. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
Universal Containers wants to identify potential delays in the customer support process. Which metric should the contact center manager analyze?A. Case volume by channelB. Average case stage duration C. Cases created by typeD. Open cases by reason
B. Average case stage duration
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements: - Ability for visitors to search Knowledge articles without registering or logging in - Ability for over one million registered customers to securely submit cases and view the status of those cases -Ability to display white papers to registered customers - Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution? a) Implement Partner Communities with Knowledge b) Implement Customer Communities with Content c) Implement Company Communities with Content d) Implement Customer Communities with Knowledge
D
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. What should a consultant recommend to meet this requirement? (Choose 3) A. Create an email template to send articles as PDF attachmentsB. Enable suggested articles on new casesC. Enable article submission during case closeD. Enable article customization for open casesE. Enable agents to create their own personal articles
A. Create an email template to send articles as PDF attachmentsB. Enable suggested articles on new casesC. Enable article submission during case close
Universal Containers wants to improve their field service operations. Some challenges they are encountering include: wasted trips to the warehouse to stock parts for their next job location, and missed sales opportunities.Which strategy should a consultant recommend? Choose 2 answers.A. Provide access to a knowledge base with product brochures. B. Deploy mobile devices with access to real-time customer data. C. Enable performance and fault monitoring in the field service application.D. Equip the IVR for warehouse cross reference and location information
B. Deploy mobile devices with access to real-time customer data. D. Equip the IVR for warehouse cross reference and location information
Universal Containers wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.A. Enable service contracts and entitlements.B. Implement Salesforce Console for Service to support agents.C. Leverage Live Agent for web-based chat.D. Implement Salesforce Knowledge on a portal.
C. Leverage Live Agent for web-based chat.D. Implement Salesforce Knowledge on a portal.
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?A. Computer Telephony IntegrationB. Interactive Voice ResponseC. Automatic Call DistributionD. Order Management System
B. Interactive Voice Response
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help.Which system will help Universal Containers meet this requirement?A. Computer Telephony IntegrationB. Interactive Voice ResponseC. Automatic Call DistributionD. Order Management System
B. Interactive Voice Response
Universal Containers wants to streamline the troubleshooting process for inbound phone calls using Visual Workflow. A call greetings script needs to be created to perform the following:• Prompt agent to ask for the caller's geographic region • Allow the agent to select a region from the picklist in the accounts object • Present a list of services available in that region to the agent What Visual Workflow element should a consultant use to accomplish this? Choose 3 answer.A. Record update B. Screen C. Decision D. Assignment E. Record create
B. Screen C. Decision D. Assignment
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. Enable the case survey object for the customer portalB. Utilize an AppExchange package to handle customer surveysC. Create a validation rule for case survey email templatesD. Modify the user interface settings for the case survey sidebar
B. Utilize an AppExchange package to handle customer surveys
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.A. Integration with Field service teams and appsB. Strategies to maximize call deflectionC. Performance for high volume of interactionsD. Integration with Lead Generation team and apps
C. Performance for high volume of interactionsD. Integration with Lead Generation team and apps
Universal Containers will be launching a telesales contact center.What should be considered in the design? Choose 2 AnswersA. Integration with Field service teams and appsB. strategies to maximize call deflectionC. Performance for high volume of interactionsD. Integration with Lead Generation team and apps
C. Performance for high volume of interactionsD. Integration with Lead Generation team and apps
Universal Containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend? A. Enable the Knowledge sidebar related list on the case page layout.B. Create a Service Cloud Console and enable the Knowledge sidebar on the case page layout.C. Enable the Knowledge sidebar setting in the case support settingsD. Create a Visualforce page called Knowledge sidebar on the case page layout
B. Create a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout
Universal Containers would like to enable customers to request information on the company website by completing a form. They would like to avoid receiving spam via the web forms. What should a consultant recommend when implementing web-to-case for Universal Containers? Choose 2 answers a. Utilize CAPTCHA to ensure only valid customer web submissions are received b. Select a default response template to automatically notify customers that their case is created c. Customize the support settings to select the default queue for web-to-case cases d. Enable the auto-create contact setting so contacts not found are created and the cases is associated.
A,C
Universal Containers would like to make some changes to their existing entitlement processes.What change can be performed on the active entitlement processes using the versioning feature? Choose 3 answers.A. Set the entry criteria B. Set the process as default.C. Add new milestones D. Edit existing milestones.E. Set the start/stop clock.
A. Set the entry criteria B. Set the process as default.C. Add new milestones
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?A. An outbound message to a middleware platform to provide map detailsB. A mashup integration on the Account page to a third-party mapping serviceC. A Web Service call-out that retrieves map details from the backend systemD. A custom tab of type URL that displays a map image of customer location
B. A mashup integration on the Account page to a third-party mapping service
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answersA. Create multiple CSV files, one for each article typeB. Create HTML files referencing image to be uploadedC. Match each new article to an existing article typeD. Create a single CSV file, including all article typesE. Load all articles with the Apex data loader tool
A. Create multiple CSV files, one for each article type B. Create HTML files referencing image to be uploadedC. Match each new article to an existing article type
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?A. Enable the self-service portal to generate logins for the hospital staff by region.B. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.C. Design a custom object to track credit requests and route them regionally using assignment rulesD. Use cases to track the credit requests and route than to regional teams using assignment rules
D. Use cases to track the credit requests and route than to regional teams using assignment rules
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answersA. Number of Portal Logins per DayB. Knowledge Article UsageC. Average Call Handle TimeD. Cases by Support ChannelsE. Escalated Calls
A. Number of Portal Logins per DayB. Knowledge Article UsageD. Cases by Support Channels
UniversalContainers support team requires its customers to submit their support inquiries via free form email (Outlook etc). Additional requirements are listed below:- Support attachments up to 30 MB per inquiry- Over 10,000 inquiries per dayWhich solution should a consultant recommend to meet these requirements?A. Email-to-CaseB. Customer Chatter groups C. On-Demand Email-to-Case D. Web-to-Case
A. Email-to-Case
Using Import Wizard, how many Asset records can you import at a time?A. 1000 B. 5000 C. 50,000 D. 100,000 E. You cannot import Assets via Import Wizard
E. You cannot import Assets via Import Wizard
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment? A. Articles appearing in the Knowledge sidebarB. Products and assets associated to the caseC. Knowledge articles attached to the caseD. Contract details related to the entitlement
C. Knowledge articles attached to the case
What are benefits of deploying Knowledge in a high volume Service Cloud portal?(Choose 2)A. Replaces the need for an email channelB. Eliminates tracking of customer entitlementsC. Uncovers gaps in the knowledge baseD. Reduces incoming call volume
C. Uncovers gaps in the knowledge baseD. Reduces incoming call volume
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)A. To provide online security threat informationB. To provide live and historical data on system performanceC. To provide information planning planned maintenanceD. To provide live support for system and data backupE. To provide best practices for continuity plans
A. To provide online security threat informationB. To provide live and historical data on system performanceC. To provide information planning planned maintenance
What are three characteristics of Visual Workflow? A. Only one flow can be enabled at a time B. Apex code used to update database fields C. Apex code used to obtain info from legacy systems D. Elements used to update database field E. Elements used to obtain information from legacy systems
A. Only one flow can be enabled at a timeD. Elements used to update database fieldsE. Elements used to obtain information from legacy systems
What can Universal Containers do to reduce costs and immediately improve contact center agent productivity? Choose 2 answers.A. Streamline the agent interface.B. Implement team productivity dashboards.C. Offer support through Facebook and Twitter.D. Enable templates for written responses.
A. Streamline the agent interfaceD. Enable templates for written responses
What is a benefit of a customer community? Choose 2 answers.a. Eliminates the need to track service level agreementsb. Reduces incoming call volumec. Enables customers to log inquires without contacting an agent d. Eliminates the need for support agents
b. Reduces incoming call volumec. Enables customers to log inquires without contacting an agent
What is a benefit of a quality monitoring system? Choose 2 answersA. Lower the average speed of answer (ASA)B. Teach new agents how to handle difficult situationsC. Enforce a consistent standard of service for customer interactionD. Capture inappropriate word usage and generate reports
C. Enforce a consistent standard of service for customer interactionD. Capture inappropiate word usage and generate reports
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answersA. Highly available telecom solutionB. Periodic maintenance windowsC. Server hardware infrastructure rebuildsD. System software restore after an outage
A. Highly available telecom solutionB. Periodic maintenance windows
What is a way to increase call center agent effectiveness? Choose 3.A. Increase productivityB. Provide complete pictureC. Provide easy to use interfaceD. Ensure system acceptance through buy-in and training
B. Provide complete pictureC. Provide easy to use interfaceD. Ensure system acceptance through buy-in and training
What is the primary function of a private branch exchange (PBX)?A. To receive multiple calls at one timeB. To use speech recognition to direct callsC. To report the caller's background informationD. To mate calls to different agents
A. To receive multiple calls at one time
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)A. First contact resolution rateB. Number of total cases handledC. Total number of solutions created by agentD. Average number of knowledge articles published
A. First contact resolution rateB. Number of total cases handled
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)A. Number of cases escalated by agentB. Number of articles created by agentC. Number of articles attached to a caseD. Number of solutions created by agent
B. Number of articles created by agentC. Number of articles attached to a case
What metrics should be used when evaluating agent efficiency? Choose 2.A. Case openB. Case closeC) Case escalationD) New contacts addedE) Case close with attachment
C) Case escalationE) Case close with attachment
What process is a use case for Visual workflow? Choose 3 answersA. Field validation during case creationB. Cross-self promotions for representativesC. Assignment of email to a case queue based on subjectD. Decision-based troubleshooting for representativesE. Caller verification and creation of a new case
A. Field validation during case creationD. Decision-based troubleshooting for representativesE. Caller verification and creation of a new case
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 ratioB. Use integrated voice responseC. Bypass entitlement verificationD. Use suggested Knowledge articles
B. Use integrated voice responseD. Use suggested Knowledge articles
What support strategy will enable an organization to improve its overall capacity for handling customer support inquiries without increasing the number of call center agents?A. Knowledge-centered support.B. Computer telephony integration.C. Facebook integration.D. Entitlement management.
A. Knowledge-centered support.
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.a. Case queues b. Case custom reports c. Case assignment rules d. Case dashboards
a. Case queuesc. Case assignment rules
When planning for the migration of an existing knowledge base into Salesforce Knowledge, what factors are considered which articles to migrate?A. Last modified date and frequent search termsB. Last modified date and number of recent article viewsC. Original creation date and total number of article viewsD. Original creation date and average rating of articles
B. Last modified date and number of recent article views
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2) A. Allows Chatter Messenger to be used between agentsB. Displays records and their related items as tabs on one screenC. Is available for users in the partner portalD. Indicates when records and lists are changed by others
A. Allows Chatter Messenger to be used between agentsB. Displays records and their related items as tabs on one screen
Which case submission process leverages Apex email services? a. Web-to-Caseb. Email-to-Casec. On-demand Email-to-Cased. Case submitted using chat
c. On-demand Email-to-Case
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 deskB. Telesales centerC. Human Resources (HR) help deskD. Telemarketing center
A. Information Technology (IT) help desk
Which document should be created to support the initial planning phase of an implementation project? (Choose 2)A. Requirements traceability matrixB. Solution design documentC. Project milestonesD. Project kickoff presentation
C. Project milestonesD. Project kickoff presentation
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.a. Display articles in a public knowledge base. b. Display articles in Salesforce Answers. c. Display articles with HTML, images, and links. d. Publish articles to the Web using Salesforce Publisher.
a. Display articles in a public knowledge base. c. Display articles with HTML, images, and links.
Which method can be used to route cases from social channels? a) Use Twitter-to-case and add workflow rules to the case object b) Enable social profile and add assignment rules to the case object c) Enable social profile and add workflow rules to the contact object d) Enable Social Customer Service and add assignment rules to the case object.
D
Which metric influences customer satisfaction? Choose 2 answersA. After call workB. Cost per callC. First call resolutionD. Call quality
C. First call resolutionD. Call quality
Which native Service Cloud solution is used for case satisfaction surveys? A. Enable the case survey option on the case object. B. Enable the case survey auto-response rule. C. Check the survey option in the case settings. D. Create a Web-to-case form with a custom case type of survey.
D. Create a Web-to-case form with a custom case type of survey.
Which of the following utilize the "Automated Case User" (Choose 3 answers): A. When a case is automatically assigned using assignment rules this user is listed in the case history B. When an email notification is triggered via workflow this user is listed in the case historyC. When a case is escalated this user is listed in the case history D. When a case is created via Web-To-Case this user is listed in the case history E. When a case is created via Email-To-Case this user is assigned as the case owner
A. When a case is automatically assigned using assignment rules this user is listed in the case history C. When a case is escalated this user is listed in the case historyD. When a case is created via Web-To-Case this user is listed in the case history
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?A. Salesforce for TwitterB. Live AgentC. Salesforce KnowledgeD. Open CTI
C. Salesforce Knowledge
Which solution can be used to improve call deflection?A. Knowledge baseB. Community forumC. Assignment rulesD. Web chatE. Case routing
D. Web chat
Which solution will meet these requirements? The lifecycle of a Knowledge article consists of five stages. In which order does an article proceed through these stages? a) Create, publish, feedback, approve, consume b) Create, approve, publish, consume, feedback c) Create, consume, feedback, approve, publish d) Create, feedback, publish, approve, consume.
B
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)A. It is a server based software program that controls the behavior of a Salesforce SoftPhoneB. It is an intermediary between a telephony system and a Salesforce CRM call center userC. It utilizes the SoftPhone capability from within the Salesforce applicationD. It allows voicemails to be captured and stored as attachments on cases
B. It is an intermediary between a telephony system and a Salesforce CRM call center userC. It utilizes the SoftPhone capability from within the Salesforce application
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)A. Map articles with HTML sections to rich text area fieldsB. Use change sets to import data categoriesC. Create a separate .csv for each article typeD. Use the data loader to import unstructured articles
A. Map articles with HTML sections to rich text area fieldsC. Create a separate .csv for each article type
Which support channel requires the smallest amount of agent work time? A. Web to case B. Email to case C. Web self service D. Chat
C. Web self service
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites? A. Telephony B. Order Fulfillment C. Enterprise Resource Planning (ERP) D. Marketing
B. Order Fulfillment
Which task should be included in a business continuity plan for a contact center? (There are three correct answers.) A. Route cases to agents in an alternate center. B. Disable the Interactive Voice Response system. C. Deliver training on case handling for contingent staff. D. Update the case status field values. E. Monitor service level agreements (SLAs) and notify customers.
A. Route cases to agents in an alternate center. C. Deliver training on case handling for contingent staff. E. Monitor service level agreements (SLAs) and notify customers.
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.A. Route cases to agents in an alternate center. B. Disable the Interactive Voice Response (IVR) system. C. Deliver training on case handling for contingent staff. D. Update the case status field values. E. Monitor service level agreements (SLAs) and notify customers.
A. Route cases to agents in an alternate center.C. Deliver training on case handling for contingent staff. E. Monitor service level agreements (SLAs) and notify customers.