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NEW QUESTION 91
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 mitigation these concerns?
- A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- B. Configure the new app m developer org and use an unmanaged package to deploy to production.
- C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D. 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.
Answer: B
NEW QUESTION 92
Universal Containers' customer support management wants to provide proactive communications to customers
who are likely to provide low customer satisfaction (CSAT) scores
Which two customer-related metrics should the customer support management analyze?
Choose 2 answers
- A. Escalated cases by account month-to-date
- B. Time spent by account year-to-date
- C. New cases opened by account channel
- D. High priority cases opened by account month-to-date
Answer: A,D
NEW QUESTION 93
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Restrict visibility of the views
- B. Remove filter criteria from the views
- C. Reduce the number of fields displayed
- D. Filter the views by case owner
Answer: C,D
NEW QUESTION 94
UC has two customer service contact centers and each focuses on a specific product line. Each contact center
has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the
cost without compromising customer satisfaction. What can a consultant recommend to accomplish these
objectives? Choose 2 answers.
- A. Enable agents to transfer calls to other agents
- B. Prioritize customer calls based on their SLA
- C. Implement a customer self-service portal
- D. Cross-train agents on both product lines
Answer: C,D
NEW QUESTION 95
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 validation rule
- B. Use a workflow rule with an action
- C. Use a case assignment rule
- D. Use an Apex trigger
Answer: B
NEW QUESTION 96
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 profile with access to the service console app
- C. Assign users a sharing rule with access to the service console app
- D. Assign users a permission with access to the service console app
Answer: B,D
NEW QUESTION 97
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?
- A. Process Builder
- B. Salesforce Console for Service
- C. Visualforce custom page
- D. Auto launch flow
Answer: B
NEW QUESTION 98
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
- A. Configure Service Contracts.
- B. Enable Work Orders.
- C. Set up Milestones.
- D. Create an Entitlement Process.
Answer: C,D
NEW QUESTION 99
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents staffing the assigned overflow queues.
- B. Route to agents with the least amount of active assigned work.
- C. Route to agents with the most cases closed for that topic.
- D. Route to agents with the most capacity to take on new work.
Answer: B,D
NEW QUESTION 100
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Hide the Article Management tab for users who should have read-only access to articles.
- B. Set the organization-wide default to private and create sharing rules for the FAQ article type
- C. 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.
Answer: C,D
NEW QUESTION 101
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, feedback, publish, approve, consume
- C. Create, consume, feedback, approve, publish
- D. Create, approve, publish, consume, feedback
Answer: D
NEW QUESTION 102
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and
Facebook?
- A. Use the routing queues provided with Salesforce for Twitter and Facebook
- B. Use Twitter-to-Case and add workflow rules to the case object
- C. Enable social profile and add assignment rules to the case object
- D. Enable social profile and add workflow rules to the contact object
Answer: C
NEW QUESTION 103
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. A workforce management system
- B. A third -party mobile application platform
- C. An enterprise resource planning system
- D. A knowledge management system
Answer: C
NEW QUESTION 104
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can
work more efficiently.
Which two features requires Service Cloud?
- A. Open multiple case records as tabs and sub tabs
- B. Utility Bar
- C. Unique page layouts for each Case Record Type
- D. Access to Knowledge Articles
Answer: C,D
NEW QUESTION 105
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding
unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce
Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A. Require that an article be added when closing a case
- B. Restrict the Manage Articles user permission
- C. Enable and configure wildcards for article searches
- D. Set up an intuitive Data Category hierarchy
Answer: B,D
NEW QUESTION 106
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 validation rule
- B. Use a workflow rule with an action
- C. Use a case assignment rule
- D. Use an Apex trigger
Answer: B
NEW QUESTION 107
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 can be part of a case team
- B. Users cannot own records
- C. Users are not associated with a role in the hierarchy
- D. Users can download and view content
Answer: C
NEW QUESTION 108
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Create email templates with Knowledge Articles attached.
- B. Add the Knowledge tab to the Console app.
- C. Add the Knowledge Component to the Service Console.
- D. Add the Suggested Article widget to the Case page layout.
Answer: C
NEW QUESTION 109
UC 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. What
solution should a consultant recommend to meet this requirement?
- A. Use assignment rules to assign the case to a case queue
- B. Use auto-response rules to send an email to the customer
- C. Use workflow rules to send an email to the customer
- D. Use escalation rules to assign the case to a case queue
Answer: C
NEW QUESTION 110
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create an agent role for each channel grouping.
- B. Create a service cloud console to support all channel groupings.
- C. Create a unique case page layout for each channel grouping.
- D. Create an agent profile for each channel grouping.
Answer: C
NEW QUESTION 111
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain
performance over time. Which two recommended techniques should be utilized? Choose 2 answers
- A. Create a data retention plan that archives or purges Cases at regular intervals.
- B. Write an Apex trigger that deletes one case each time a new case is created.
- C. Optimize queries to reduce the scope of Cases included with each search.
- D. Ask contact center managers to review data each quarter to possibly delete.
Answer: A,C
NEW QUESTION 112
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Reduces incoming call volume
- B. Eliminates tracking of customer entitlements
- C. Replaces the need for an email channel
- D. Uncovers gaps in the knowledge base
Answer: A,D
NEW QUESTION 113
What is the primary function of a private branch exchange (PBX)?
- A. To receive multiple calls at one time
- B. To report the caller's background information
- C. To mate calls to different agents
- D. To use speech recognition to direct calls
Answer: A
NEW QUESTION 114
What process is a use case for Visual workflow? Choose 3 answers
- A. Caller verification and creation of a new case
- B. Field validation during case creation
- C. Decision-based troubleshooting for representatives
- D. Assignment of email to a case queue based on subject
- E. Cross-self promotions for representatives
Answer: A,B,C
NEW QUESTION 115
UC is concerned with system performance in its contact center because the number of records has exceeded 40
million. What platform functionality might be affected by the number of contact records?
- A. Contact list view edit time
- B. Contact view page load time
- C. Contact report run time
- D. Contact related list load time
Answer: C
NEW QUESTION 116
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