SALESFORCE ServiceCloudConsultant 3

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? (Choose three.). All open Cases by Priority. All open Cases by Channel. All Cases by Customer. Case resolution time. All Cases closed Month-to-date.

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specified amount of time. What approach should a consultant recommend to meet these requirements?. Use Process Builder with Scheduled Actions. Enable Omni-Channel Routing. Configure Case Escalation Rules. Define Entitlements and Milestones.

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting. Assign a global team of experienced agents and leaders to create a common design template and report structure. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?. Contact Salesforce to send a report on article efficacy. Send out a monthly survey to customers requesting feedback. Install Knowledge Base Dashboards and Reports AppExchange package. Create a group of super users that will evaluate and manage articles.

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the console. Which configuration option should be verified?. Verify that users have access to the Chat buttons. Verify that users are assigned the Chat feature license. Verify that users have access to the Chat public group. Verify that users are assigned the Chat user profile.

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 knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? (Choose three.). Enforce that customers must search the knowledgebase before they can see the Contact Us page. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day. Create a central "Contact Us" page which provides access to all available channels. Optimize the Experience Cloud site for mobile devices to have access to the same support as desktops. Replace the existing "Chat Now" button on the Customer Community with a toll-free phone number.

Which feature should a consultant recommend to allow a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?. Lightning Flow Component. Lightning Guided Engagement. Path for Cases. Service Console Macros.

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem?. Configure Case Assignment Rules to use Queues. Configure Omni-Channel Routing Model as Most Available. Configure Case Assignment Rules to use Users. Configure Omni-Channel Routing Model as Least Active.

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Knowledge Articles displayed on the Case record page. How should a consultant configure this requirement?. Add the Knowledge related list to the Case record page. Add the Knowledge tab to the Service Console. Add the Knowledge Component to the Case record page. Add Knowledge Data Categories to each Case.

When Service Reps view a case, they often need to see the case history of other cases for that same account. How should a consultant configure the Lighting Service Console to support this requirement?. Account tabs with Case subtabs. Account tabs and Cases tab. Account tab with Cases related list. Case tabs with Account subtabs.

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step should a consultant address before configuring Omni Channel?. Customize service channel settings to define how the organization receives work from various sources. Create the necessary objects in Salesforce. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel. Create a Salesforce Case to have Omni-Channel enabled.

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. What should be used for migration functionality?. Visual Workflow, data loader, and Force.com IDE. Data loader, change sets, and Force.com Excel Connector. Mass Transfer Records, change sets, and Visual Studio Code. Visual Studio Code and change sets.

If a case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a consultant configure the Lightning Service Console to support this requirement?. Define separate Record Types for Tier 1 and Tier 2. Configure a Visual Flow Troubleshooting Action. Implement Lightning Guided Engagement. Enable Omni-Channel Case assignment.

Milestones can be added to which three object types? Choose 3 Answers. Work order. Case. Service. Entitlement. Account.

The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance. What should a consultant recommend to address this problem?. Provide a self-help Customer Community. Add more Support phone lines. Ask Developers to respond to Support Cases. Limit Customers to 5 Cases per day.

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?. Create a report using the Case Age report type. Create a report using the Case Historical Trending report type. Create a report using the Case Snapshot report type. Create a report using the Case Lifecycle report type.

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?. Create an auto-response rule to send the article to the customer. Create a Lightning email template to send the article to the customer. Create a macro to send an email with the article to the customer. Create a workflow email alert to send the article to the customer.

Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the Service Level Agreements. Which feature should the consultant consider?. Case Milestones. Entitlements. Omni-Channel. Case Escalation.

Metrics show that Universal Containers has a high call abandonment rate. Which two strategies should a consultant recommend? (Choose two.). Simplify the interactive voice response (IVR) tree. Use Assignment rules and case queues. Set up Email-to-Case. Add additional agents to lower average hold time.

Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?. Add History to the Utility bar. Define a custom List View. Use a second Console session. Keep all Case open in tabs.

Which search mechanism should be used to find case comments from within the Lightning Service Console?. Global Search. Comments List View. Comment Search Component. Search Utility Component.

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?. Update the case assignment rule to add the site member to the predefined case team. Change the org-wide default for cases and contacts internal access to private. Create a sharing rule to share the contact record with the site member. Set up a sharing set to grant access based on the site member's contact record.

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? (Choose two.). Quality monitoring score. Schedule adherence. Number of calls offered. Agent utilization.

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories. What solution should a consultant recommend?. Field Service Lightning. Employee Community. Lightning Console. Salesforce Mobile App.

Universal containers are migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated. How can a consultant migrate the file attachments?. Use the lightning knowledge migration tool and choosee 'include files'. Use the Files Related List on each article to add files to your articles. Poste the files on the chatter feed on each article. Upload the files as a documents, then relate them to the migrated articles.

Universal Containers Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend?. On-Demand Email-to-Case. An AppExchange package. Web-to-Case. Email-to-Case.

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?. Create separate data category groups for each division and assign the category to a division profile. Create a sharing rule for each division to provide access using the role hierarchy. Create a sharing rule for each division to provide access based on criteria of the article. Create a single data category group for each division and provide access using the role hierarchy.

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields. Which three best practices should a consultant recommend? Choose 3 answers. Import the records and create a workflow rule to change the data type. Deduplicate the data before importing into Salesforce,. Standardize all rows to match Salesforce data types. Install the Data Quality Analysis Dashboards from the AppExchange. Import the records and use Duplicate Management.

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?. Social Customer Service for Twitter and Facebook. Social Media Marketing message tagging. Social Persona for Twitter and Facebook. Einstein Bot social queues.

Universal Containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack. Which two features should the consultant recommend as part of the deployment? (Choose two.). Enable the Moderation feature to automatically create cases from posts. Create and assign permission sets to give agents social account access. Add two Twitter or Facebook accounts. Retrieve Social Studio credentials.

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a consultant recommend to meet this requirement?. Implement Salesforce Field Service. Configure Visual Flows on Salesforce mobile. Integrate with an enterprise resource planning system. Develop and publish a knowledge management system.

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers. Knowledge articles with the lowest rating. Knowledge search query with no results. Knowledge articles created by call center agents. Number of Knowledge articles in each data category.

Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. What should the consultant recommend to mitigate these concerns?. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training. Configure the new app in developer org and use an unmanaged package to deploy to production. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once. Deploy the configured and tested app to production. Update the agent's profile to view the app and take away access to the old app.

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages. Which Service Cloud feature should the Consultant recommend to address this requirement?. Salesforce Console. Entitlements and Milestones. Case Escalation. Case Assignment.

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?. Entitlement processes, contracts, contract line items, and entitlements. Entitlement processes, contracts, milestones, and milestone actions. Entitlement processes, contract line items, milestones, and entitlements. Entitlement processes, milestones, milestone actions, and entitlements.

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? (Choose three.). Increased call deflection. Reduced support channels. Reduced issue resolution time. Increased call routing accuracy. Optimized use of resources.

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect a customer's interaction with a support agent while still providing relevant answers to the customer. How can a consultant automate the use of suggested articles to accomplish this goal?. On-demand email to case. An email to case inquiry. Web-to-case question. While holding for a support agent.

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements?. Allow Comments on Knowledge articles. Enable Chat in an Experience Cloud site. Implement Case Assignment Rules. Create a self-service Help Center.

A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?. The Customer is shown the new Rep’s name. Both Service Reps can chat with the customer. The chat transcripts and case are transferred. The Customer doesn’t know they were transferred.

Which three are characteristics of Flow? (Choose three.). Elements can be used to pass data to legacy systems. Elements can be used to update fields in the database. Apex code must be used to pass data to legacy stems. Apex code must be used to update fields in the database. Only one version of a flow can be activated at a time.

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?. Mobile Connect. Omni Channel. Contact Request. Field Service.

In which two areas can Open CTI features be made available to users when building a Lighting App using the App Manager? (Choose two.). On a record Highlights Panel. On a utility bar of the Lightning App. On the Calendar right hand panel. On a record Activity Feed list.

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration?. CTI Adapter configuration. Lightning Console enablement. Call Center Definition File creation. Service Console case creation configuration.

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a consultant recommend to correct this problem? (Choose two.). Create a case assignment rule to ensure cases are owned by a user when closed. Create a case validation rule to ensure cases are owned by a user when closed. Use a data tool to update the owner field on closed cases. Create a Process Builder and Flow to change the owner on closed cases.

The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solutions should a Consultant recommend? (Choose two.). Knowledge Base. Automatic Call Distribution. Service Cloud Console. Experience Cloud site.

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Which two steps should be completed to meet this request? (Choose two.). Enable Work Orders. Create an Entitlement Process. Configure Service Contracts. Set up Milestones.

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. What should a consultant recommend to address this problem?. Activate a Validation Rule. Create a Case Macro. Define Case Escalation Rules. Configure Process Builder.

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?. Next Best Actions. Push Notifications. Omni-channel Supervisor. Case Feed.

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?. Create a dashboard to track and manage call volumes by type. Configure Omni-channel to assign cases directly to Tier 2. Create Knowledge Articles and publish internally and publicly. Configure IVR routing to bypass Tier 1 for the product line.

Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?. Add History to the Utility bar. Define a custom List View. Use a second Console session. Keep all Case open in tabs.

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?. Add the Knowledge Component to the Service Console. Add the Suggested Article widget to the Case page layout. Create email templates with Knowledge Articles attached. Add the Knowledge tab to the Console app.

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 products. Which solution will meet these requirements?. Use Salesforce Flow for notifications and account teams to monitor cases. Use Salesforce Flow for notifications and case teams to monitor cases. Use escalation rules for notifications and account teams to monitor cases. Use escalation rules for notifications and case teams to monitor cases.

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? Choose 2 answers. Multiple Article Record Types can be imported in the same CSV. Article Record Types must be created before the import. Each Article Record Type must be in a separate CSV. Article Record Types will be created as part of the import.

Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live. Which approach should the Consultant use for data migration?. Prepare, Plan, Validate, Execute, Text. Plan, Prepare, Validate, Execute, Text. Plan, Prepare, Test, Execute, Validate. Prepare, Plan, Text, Execute, Validate.

Universal Containers wants to allow customers the ability to submit cases and also to see a dashboard of case resolution history. Which type of Community license should be used to meet these requirements?. High Volume Customer Portal. Lightning External Apps Starter. Customer Community Plus. Customer Community.

The Universal Containers contact Center offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two Reports should the contact center manager present to executive management? Choose 2 Answers. Number of Knowledge articles created each month. Number of cases closed by self-service users. Number of cases created using the Experience Cloud site by month. Average call handle time by team.

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement. Embedded Chat Service. Case Assignment Rules. Web-to-Case. Customer Community.

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers. Quick Text. Omni-Channel. Publisher Actions. Chatter. Macros.

Which two capabilities of Lightning Knowledge ensure accurate content in articles? (Choose two.). Knowledge Action to Publish an Article once the Article is approved. Data Category to assign an article record type to a Reviewer. Approval Process that assigns an Article to a Reviewer Queue. Validation Rules for article record types to verify all fields during creation.

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers. Page Layouts. Omni-Channel. Support Processes. Record Types. Article Types.

Service Representatives are complaining that the Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a consultant suggest to improve the efficiency of console users?. Create multiple Console layouts. Enable Keyboard shortcuts. Define criteria-based record page components. Configure Macros.

Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. Which solution should a consultant recommend?. On-Demand Email-to-Case. Web-to-Case. Email-to-Case. Outlook Integration.

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the Consultant suggest?. On-Demand Email-to-Case. Standard Email-to-Case. Omni-Channel routing. Web-to-Case forms.

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement?. Create a Process Builder with Scheduled Actions. Define Case Auto-Response Rules. Configure Case Escalation Rules. Establish Case Assignment Rules.

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production. How should a consultant correct this problem?. Grant Authors access to the FaQ record type. Add Authors to the FaQ Data Category. Grant Authors access to the FAQ article type. Set article Org Wide Default to Public ReadWrite.

Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system. Which two features should a consultant recommend to provide this functionality? Choose 2 answers. Salesforce Connect. Custom Objects. Middle-tier integration. External Objects.

Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted. Which approach should a Consultant implement?. Lightning Component. Contact Request flow. Direct Messaging. Case queues.

Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval. What should a consultant recommend to automate the approval process?. Assignment rule. Workflow. Salesforce Flow. Validation rule.

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered? (Choose three.). Article numbers change during migration. Visualforce pages refer to Classical article types. Each article must be associated to a record type. Attachments and .html files in Classic Knowledge are moved to the Files object. Approval process history migrate to Lightning Knowledge.

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?. Omni-Channel Utility Component. Cases report sorted by Rep and Case Owner. Cases report sorted by Rep and Case CreatedDate. Omni-Channel Supervisor tab.

Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers. Set up analytical snapshots to capture key case information and create historical trending reports. Create a case escalation rules to route high-priority cases directly to supervisors for resolution. Create reports to analyze call data in order to understand peak times and ensure adequate staffing. Set up a Salesforce Customer Community that will allow customers to create cases online.

Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged. What feature should a consultant recommend to meet this requirement?. Custom Lightning Component. Social Conversation Component. AppExchange solution. Omni-Channel.

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. How should a Consultant accomplish this?. Standard Web-to-Case with assignment rules. Lightning Email with web routing prioritization. Omni-Channel with prioritized queues. Standard Email-to-Case with assignment rules.

What are three considerations when adding a report chart to a Console Component? Choose 3 answers. The report chart is added to the Page Layout. The report is shared with a Chatter Group. The report has a standard Report Type. The report is a Summary or Matrix report. The report contains a chart.

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

Universal Containers would like for article to be different channel for social interactions. What solutionshould a consultant recommend?. Set up insert Article into Social post and enable the customer community portal. Create a Chatter group andinvite the customer to join with an external chatter user. Create a Visualforce page on the customer community portal. Set up communication channel layouts in the object manager to use Insert Article into Social post.

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers. Plan and communicate the deployment to all users of the organization in advance. Ensure that at least 60% of the code is covered by unit tests before deploying to production. Select a window of time when users will NOT be making changes to the organization. Migrate a test deployment to a staging environment for a smoother real-life experience. Ensure all users refrain from logging into production for an entire day prior to deployment.

Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next. Which Knowledge dashboard should a consultant use?. Most Revised Articles. Most Linked Articles. Top Articles sorted descending. Search Activity Gaps.

Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros. What two solutions can a consultant suggest to meet the agent's requirements? Choose 2 answers. Add conditional logic to the instructions. Add a formula block to the macro. Create a formula to build the macro logic around. Add multiple ELSE IF blocks after the IF block.