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NEW QUESTION 99
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Increase the Call-to-Order ratio
- B. Use suggested Knowledge articles
- C. Useintegrated voice response
- D. Bypass entitlement verification
Answer: B,C
NEW QUESTION 100
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?
- A. Milestone Actions
- B. Process Builder Scheduled Actions
- C. Scheduled Reports
- D. Time-based Workflow Rules
Answer: C
NEW QUESTION 101
Which case submission process leverages Apex email services?
- A. Web-to-Case
- B. Case submitted using chat
- C. On-demand Email-to-Case
- D. Email-to-Case
Answer: C
NEW QUESTION 102
What is a benefit of a customer community? Choose 2 answers.
- A. Eliminates the need to track service level agreements
- B. Eliminates the need for support agents
- C. Enables customers to log inquires without contacting an agent
- D. Reduces incoming call volume
Answer: C,D
NEW QUESTION 103
Which two configuration steps are required before quick actions can be used in Macros?
- A. Global Actions needs on the publisher layout.
- B. The specific quick action must beadded to the case Feed.
- C. The specific quick action must be added to the case record Type.
- D. Quick Actions must be enabled in the org.
Answer: B,D
NEW QUESTION 104
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
- A. Identify those cases and assign to the closure team
- B. Supervisors to investigate those cases
- C. Use escalation rule to send an email
- D. Use auto response rule to send an email
Answer: A,B
NEW QUESTION 105
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 with HTML, images, and links.
- C. Displayarticles in Salesforce Answers.
- D. Publish articles to the Web using Salesforce Publisher.
Answer: A,B
NEW QUESTION 106
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can
be placed within Salesforce to control the telephony system
What are the two common places to embed these call controls?
Choose 2 answers
- A. On the Highlights Panel of a Primary tab
- B. On the footer of the Lightning Console
- C. On the left sidebar of Salesforce Classic
- D. On a new tab in the agent's browser
Answer: B,C
NEW QUESTION 107
The Service Manager at universal Containers manages three teams. Each team provides support for the
specific product. Agents have concerns about seeing search results for other products when searching the
knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A. Create a permission set for each record type and assign them to each team based on their product
specialization - B. Create a data category for each product and assign them to each team bases on their product
specialization - C. Create an article action for each record type and assign them to each team based on their product
specialization - D. Create a page layout for each article type and assign them to each team based on their product
specialization
Answer: B
NEW QUESTION 108
For which purpose should a contact center use visual workflow?
- 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 level.
- C. To escalate a case to the support manager if it has been open for more than 72 hours.
- D. To automate business processes for agents who troubleshoot customer support issues via phone.
Answer: D
NEW QUESTION 109
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
- A. Employee Community
- B. Partner Community
- C. Customer Community
- D. Company Community
Answer: C
NEW QUESTION 110
UC's service center needs to provide support for a new product line. The product manager would like to be
notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet
this requirement?
(choose 1 answer)
- A. Use Chatter case feed and case teams to monitor cases
- B. Use a workflow rule to send an email to the product manager
- C. Use an escalation rule to move cases into the product manager queue
- D. Use an assignment rule to assign new cases to the product manager
Answer: B
NEW QUESTION 111
Universal Containers had tech support and general customer teams that use unique service console
applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign user to public group with access to the service console app
- B. Assign users a sharing rule with access to the service console app
- C. Assign users a profile with access to the service console app
- D. Assign users a permission with access to the service console app
Answer: C,D
NEW QUESTION 112
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.
How should a consultant correct this problem?
- A. Set Article Org Wide Default to Public ReadWrite.
- B. Grant Authors access to the FAQ record type.
- C. Add Authors to the FAQ Data Category.
- D. Grant Authors access to the FAQ article type.
Answer: B
NEW QUESTION 113
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. Net promoter Score
- B. Customer Purchase History
- C. Service Level Agreement
- D. customer satisfaction Survey
- E. Customer Support Requests
Answer: A,B,D
NEW QUESTION 114
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 2 answers
- A. Set up Milestones.
- B. Configure Service Contracts.
- C. Enable Work Orders.
- D. Create an Entitlement Process.
Answer: A,D
NEW QUESTION 115
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?
- A. Account tabs with Case Subtabs
- B. Account tab with Cases related list
- C. Case tabs with Account subtabs
- D. Account tabs and Cases tab
Answer: B
NEW QUESTION 116
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Add the Question action to Chatter in the community publisher.
- B. Enable Live Agent in their community to chat with an agent.
- C. Use a community template to set up their customer community.
- D. Enable web -to -case on their public website.
Answer: A,C
NEW QUESTION 117
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the
console while agents work through their cases. This will allow agents to identify urgent cases that need to be
worked on.
How should this be accomplished?
- A. Configure the case list under custom console components so users can view the list view along with the
case view - B. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in
the console - C. Build a customer visual force page with the list view and assign it to the console sidebar.
- D. Recommend opening the case list view in a separate browser tab and use the window alongside the case
view
Answer: B
NEW QUESTION 118
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. Add development resources to the project team to build out the additional requirements.
- B. Adjust the dates in the project plan to account for the additional requirements and communicate the new
timeline. - 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
Answer: D
NEW QUESTION 119
Which document should be created to support the initial planning phase of an implementation project? (Choose 2)
- A. Project kickoff presentation
- B. Requirements traceability matrix
- C. Project milestones
- D. Solution design document
Answer: A,C
NEW QUESTION 120
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers
- A. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- B. Create a custom tab of type URL that displays a search page from the billing system.
- C. Import payment data into Salesforce and add to the contact page layout as a related list.
- D. Use Lightning Connect to connect and access data in real-time from the billing system.
Answer: A,B
NEW QUESTION 121
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers
- A. Opportunities per channel
- B. Number of leads created
- C. Number of sales queues
- D. Cost per call
- E. Average queue time per agent
Answer: A,B,D
NEW QUESTION 122
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Suggest articles for a web-to-case question
- B. Suggest articles for an email-to-case question
- C. Recommend articles during a call for a support agent
- D. Recommend articles prior to a Live Agent session
Answer: A,D
NEW QUESTION 123
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- B. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- C. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- D. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
Answer: B
NEW QUESTION 124
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