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Service Cloud Flashcards

1
Q

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers.

A. Chatter Questions

B. Public Knowledge

C. Macros

D. Field Service

E. Communities

A

A,B,E

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2
Q

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?

A. Establish Case Assignment Rules.

B. Create a Process Builder with Scheduled Actions.

C. Configure Case Escalation Rules.

D. Define Case Auto-Response Rules.

A

C

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3
Q

Universal containers contact center is experiencing increased call volumes due to a growing product
portfolio.What is the recommended strategy to allow the contact center to handle the increased customer
inquiries more efficiently? (choose 1 answer)
A. Hire contact center representatives that specialize in each of the product categories.

B. Redirect users from the company site to social media forums about the products.

C. Make contact center representatives accessible 24/7 to distribute the call volume.

D. Make knowledge base articles and community answers accessible on its website.

A

D

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4
Q

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. Number of sales queues

B. Average queue time per agent

C. Number of leads created

D. Opportunities per channel

E. Cost per call

A

C,D,E (najrawdopodobniej)

https://www.freecram.net/question/Salesforce.Service-Cloud-Consultant.v2023-05-10.q155/an-inside-sales-contact-center-manager-would-like-to-access-the-roi-of-the-contact-center-which-three

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5
Q

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. Visualforce custom page

C. Salesforce Console for Service

D. Auto launch flow

A

C (nie jestem pewien dlaczego)

https://www.freecram.net/question/Salesforce.Service-Cloud-Consultant.v2023-05-10.q155/universal-containers-wants-to-display-a-history-of-all-of-today-s-changes-to-a-case-in-the-order-that

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6
Q

(???) Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

A. Customer view of case tab

B. Custom report

C. Custom related list

D. Custom Visual force page

A

C

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7
Q

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?

A. Social Persona for Twitter and Facebook.

B. Einstein Bot social queues.

C. Social Media Marketing message tagging.

D. Social Customer Service for Twitter and Facebook.

A

D

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8
Q

At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?
A. Entitlements
B. Milestones
C. Actions

A

A

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9
Q

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

A. Grant Authors access to the FAQ article type.
B. Add Authors to the FaQ Data Category.
C. Grant Authors access to the FaQ record type
D. Set article Org Wide Default to Public ReadWrite.

A

C

Przy migracji trzeba zrobić Record Type’y jeżeli są różne Artycle Types więc w systemie są jakieś RT. Dlatego to jest najbardziej poprawna odp.

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10
Q

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 ?what required step should a consultant address before configuring omni channel ?

A. Create SF cases to have omni channel enabled
B. From setup select omnichannel and select enable omni channel
C. create the necessary objects in SF
D. customize service channel settings to define how the org receives work various sources

A

B

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11
Q

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?

A. Measure cases with and without articles attached with high net promoter scores (NPS).
B. Measure cases with and without articles attached with high CSAT scores.
C. Measure cases with and without articles attached based on case status.

A

A

Julia Zgagacz: NPS to chyba lepszy sposób mierzenia satysfakcji.

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12
Q

Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

A. Set the final approval action to “Lock the record for editing”.
B. Agents must click Publish after the Approval Process.
C. Approve articles from the Knowledge approval page to Publish.
D. The Approval Process will automatically Publish.

A

C

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13
Q

Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?

A. Maintenance Plans
B. Milestones
C. Service Contracts

A

B

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14
Q

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 2 answers

A. Quality monitoring score
B. Number of calls offered
C. Schedule adherence
D. Agent utilization

A

C,D

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15
Q

Cloud Kicks’ service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?

A. Use Salesforce Connect and External Objects to represent this information in Salesforce.
B. Create a dynamic action that launches the ERP system with a deep link to the order locator.
C. Create a batch integration process that runs hourly to pull all order updates into Salesforce.

A

A

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16
Q

(???) 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

A. Add a formula block to the macro
B. Add multiple ELSE IF blocks after the IF block
C. Add conditional logic to the instructions
D. Create a formula to build the macro logic around

A

A,B

https://help.salesforce.com/s/articleView?id=sf.macros_create_lightning.

W dokumentacji nie ma nic nt. “blocks” ale te komponenty logiczne trochę wyglądają jak bloki. Odp. C nie pasuje. bo do instrukcji nie da się dodać logiki (tylko odwrotnie). Odp. D też nie pasuje ponieważ słowo “formula” rozumiem jako formuła np. w Validation Rulach, która musi się sumować do TRUE lub FALSE.

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17
Q

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

A. Approval Process
B. Apex Trigger
C. Smart Links
D. Article Translation

A

A

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18
Q

Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

A. Let the dashboard viewers choose
B. The dashboard viewer
C. The user creating the dashboard
D. The VP of service

A

B

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19
Q

Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
What should a consultant recommend?

A. Organize up to 200 categories in each category group.
B. Consolidate into 3 or fewer category groups.
C. Reorganize Into a hierarchy with 6 or fewer levels.
D. Assign up to 10 data categories per category group to each article.

A

B

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20
Q

Which search mechanism should be used to find case comments from within the Lightning Service Console?

A. Global Search
B. Comments List View
C. Comment Search Component
D. Search Utility Component

A

A

Sprawdziłem na pwccom-39f, że można znaleźć w Global Search. Ew. trzeba wybrać Case Comments.

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21
Q

Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?

A. Do multiple versions of the entitlements need to be created and maintained?

B. Do Service Agents need to determine whether a customer is eligible for support?

C. It support provoded on a periodic basis and renewed annually?

D. Will customers access selft service resources through Experince Cloud?

A

C

https://help.salesforce.com/s/articleView?id=sf.entitlements_service_contracts_parent.htm&type=5

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22
Q

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?

A. Create separate data category groups for each division and assign the category to a division profile.
B. Create a sharing rule for each division to provide access using the role hierarchy.
C. Create a sharing rule for each division to provide access based on criteria of the article.
D. Create a single data category group for each division and provide access using the role hierarchy.

A

D

(jak w drugim PDFie. Bo to jest chyba single data category GROUP for all divisions)

Alez drugiej strony mogą być tylko 3 aktywne group divisions. Dlatego ba

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23
Q

???(skonfigurować skill-based routing i sprawdzić czy nie D) Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers
A. Data Loader

B. Data Import Wizard

C. Change Sets

D. Mass Transfer Records

A

A,C (bo Import Wizardem się nie wyeksportuje)

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24
Q

Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?
A. Configuration a blocking duplicate rule

B. Set a validation rule

C. Create an auto-launched flow.

D. Enable Case Merge.

A

D

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25
Q

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

A. Publisher Actions

B. Chatter

C. Omni-Channel

D. Macros

E. Quick Text

A

A,D,E

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26
Q

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 setting in the case support settings.

B. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.

C. Create a visualforce page called knowledge sidebar on the case page layout.

D. Enable the knowledge sidebar related list on the case page layout.

A

B

https://help.salesforce.com/s/articleView?language=en_US&id=sf.console2_setup_knowledge.htm&type=5

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27
Q

Universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?

A. Dashboad folder sharing

B. Case Object permissions set to create and read

C. Org wide default for cases set to private

D. Dynamic dashboards

A

C,D

Odp. C ponieważ mamy jeden dynamiczny dashboard dla wszystkich. Różnica jest taka do jakich danych mamy dostęp. Ustawiamy sharing settings na Private na Cases i potem poprzez sharing rules dajemy poszczególny użytkownikom dostępy.

Folder sharing nic nam nie daje bo mamy jeden dashboard dla wszystkich - kwestia jest tylko do jakich danych mamy dostęp.

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28
Q

Milestones can be added to which three object types?
Choose 3 Answers

A. Account

B. Service

C. Case

D. Work order

E. Entitlement

A

C,D,E

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29
Q

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?

A. Allow Comments on Knowledge articles.

B. Create a self-service Help Center.

C. Implement Case Assignment Rules.

D. Enable Chat in an Experience Cloud site.

A

B

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30
Q

Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A. Customer Community

B. Emebedded Chat Service

C. Case Assignment Rules

D. Web-to-Case

A

B

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31
Q

UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?

A. Manuallyre create the Permission sets

B. Create an Unmanaged package

C. Change set

D. Publish a Managed package

A

C

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32
Q

Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?

A. Incident Management

B. Field Service

C. Workforce Engagement

D. Visual Remote Assistant

A

B

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33
Q

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?

A. Social Customer Service

B. Einstein Bot

C. Chat for Web and In-App

D. Digital Engagement Messaging

A

B

https://admin.salesforce.com/blog/2022/ai-for-admins-what-you-need-to-know-to-make-einstein-bots-a-success

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34
Q

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. Customer Purchase History

B. Net promoter Score

C. Customer Support Requests

D. Customer satisfaction Survey

E. Service Level Agreement

A

A,B,D

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35
Q

VP of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?

A. Create a macro to send an email with the article to customer

B. create a lightning email template to sned artilce to customer

C. create a workflow email alert to send the artilce to the customer

D. create an auto response rule to send the article to teh customer

A

A (raczej, jeżeli nie to B)

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36
Q

(??? - ustawić bo coś tu nie działa) What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent’s product specialization?

A. Create a permission set for each record type; assign permissions to service agents.

B. Create a page layout for each record type; assign layouts to service agents.

C. Create an article action for each record type; assign record types to service agents.

D. Create a data category for each product; assign data categories to service agents.

A

D

Może też być odpowiedź A

JZ - D jest łatwiejsze do ustawienia oraz sprawdza czy znamy data category.

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37
Q

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?

A. Case queues

B. Contact Request flow

C. Direct Messaging

D. Lightning Component

A

A

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38
Q

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

A. Entitlement processes, contracts, milestones, and milestone actions

B. Entitlement processes, contracts, contract line Items, and entitlements

C. Entitlement processes, contract line items, milestones, and entitlements

D. Entitlement processes, milestones, milestone actions, and entitlements

A

D

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39
Q

What are three considerations when adding a report chart to a Console Component?
Choose 3 answers

A. The report is shared with a Chatter Group.

B. The report contains a chart.

C. The report is a Summary or Matrix report.

D. The report chart is added to the Page Layout.

E. The report has a standard Report Type.

A

B,C,D

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40
Q

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 3 answers

A. Enforce that customers must search the knowledgebase before they can see the Contact Us page.

B. Create a central “Contact Us” page which provides access to all available channels.

C. Optimize the customer community for mobile devices to have access to the same support as desktops.

D. Replace the existing “Chat Now” button on the Customer Community with a toll- free phone number.

E. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

A

B,C,E

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41
Q

Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

A. The VP of service

B. The user creating the dashboard

C. Let the dashboard viewers choose

D. The dashboard viewer

A

D

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42
Q

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

A. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

B. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.

C. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

A

D

Zakładamy, że w pytaniach nie chodzi o implementacje do classica.

JZ - były pytania o limitacje migracji. https://help.salesforce.com/s/articleView?id=sf.knowledge_article_importer_04zip.htm&type=5

Były też pytania o pliki kiedy mamy translacje.

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43
Q

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?

A. Ask sales reps to respond to support Cases

B. Provide a self-help Customer Community.

C. Add more support phone lines.

D. Limit Customers to 5 Cases per day.

A

B

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44
Q

Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.
What should a consultant recommend to meet the requirements?

A. Screen flow launched from a global action.

B. Recent Items set to Account object.

C. Actions & Recommendations component.

D. Hitory Utility in the Utility bar.

A

D

W History Utility można skopiować link i podesłać go komuś innemu. Po ot

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45
Q

Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7

A. Filter on Status equals Ctosea Resolved

B. Filter where Dete/Time Opened equals Created Date

C. Filter where Closed Date equals Created Date

D. Filter or Cosed When Created equals true

A

Raczej D

https://help.salesforce.com/s/articleView?id=000387621&type=1

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46
Q

Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?

A. Scheduled flow

B. Quick Action

C. Dynamic Form

D. Apex Trigger

A

B

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47
Q

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A. Enable article customization for open cases.

B. Create an email template to send articles as PDF attachments.

C. Enable article submission during case close.

D. Enable agents to create their own personal articles.

E. Enable suggested articles on new cases.

A

B,C,E

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48
Q

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

A. Salesforce Mobile App

B. Field Service Lightning

C. Lightning Console

D. Employee Community

A

B

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49
Q

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?

A. Customize service channel settings to define how the organization receives work from various

B. Create the necessary objects in Salesforce.

C. Create a Salesforce Case to have Omni-Channel enabled.

D. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

A

D

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50
Q

A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?

A. Use Einstein Chat Insight to identify areas to improve.

B. Use skills-based routing in Salesforce Messaging.

C. Use an Einstein Bots Chat to handle common issues.

D. Use Omni-Channel Supervisor to monitor agents’ chat sessions.

A

A, ew. D

A - Tojest Einstein Conversation Insights https://www.salesforce.com/products/sales-conversation-intelligence/

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51
Q

Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

A. In a Public Read Only sharing model, al users can view cases in a Queue.

B. In a Private sharing model, only queue members and direct reports can view cases in a Queue.

C. in a Private sharing model, only queue members can take ownership or cases in the Queue.

D. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.

A

A,C (lub B - chodzi o to, czy jest włączony na sharing settings “Grant Access using hierarichies)

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52
Q

A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

A. The Customer doesn’t know they were transferred

B. The chat transcripts and case are transferred

C. Both Service Reps can chat with the customer

D. The Customer is shown the new Rep’s name

A

B,D

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53
Q

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?

A. Social Customer Service for Twitter and Facebook.

B. Social Media Marketing message tagging.

C. Social Persona for Twitter and Facebook.

D. Einstein Bot social queues.

A

A

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54
Q

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?

A. Establish Case Assignment Rules.

B. Define Case Auto-Response Rules.

C. Configure Case Escalation Rules.

D. Create a Process Builder with Scheduled Actions.

A

C

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55
Q

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 2 answers

A. Number of calls offered

B. Schedule adherence

C. Agent utilization

D. Quality monitoring score

A

B,C

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56
Q

(???) Cloud Kicks (CK) provides product support based on Service Contracts. A customer’s Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders. CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?

A. Work Orders created from a Case automaticallv inherit the Entitlement Process

B. Set up separate Entitlement Process for Case and Work Order

C. Assign the WorV Order to the same Case as the Entitlement Process.

D. Create or Apex Trigger to assign the Entitlement Process to Work Order.

A

B

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57
Q

Universal Containers wants to allow customers to 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?

A. Customer Community Plus

B. Lightning External Apps Starter

C. Customer Community

D. High Volume Customer Portal

A

A

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58
Q

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 2 answers

A. Create a case validation rule to ensure cases are owned by a user when closed.

B. Create a Process Builder and Flow to change the owner on closed cases.

C. Create a case assignment rule to ensure cases are owned by a user when closed.

D. Use a data tool to update the owner field on closed cases.

A

A,D

(odp. A potwierdza drugi PDF)

59
Q

Which three are characteristics of Visual Workflow? Choose 3 answers

A. Apex code must be used to pass data to legacy systems.

B. Only one version of a flow can be activated at a time.

C. Apex code must be used to update fields in the database.

D. Elements can be used to pass data to legacy systems.

E. Elements can be used to update fields in the database.

A

B,D,E

60
Q

Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles’ lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers

A. Only Published articles are available in the API.

B. URL formats for articles drffer between Classic and Lightning Knowledge.

C. After the migration, an integration process that manages the articles’ lifecyde by archiving and

D. The Amde Type field is no longer accessible via SOQi or the API.

E. Users must have Modify AM permission to delete archived articles.

A

???

61
Q

Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?

A. Establish case assignment rules.

B. Define case auto-response rules.

C. Configure case escalation rules.

D. Use Flow Builder to create a flow with a scheduled path.

A

C

62
Q

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

A. Article Record Types must be created before the import.

B. Each Article Record Type must be in a separate CSV.

C. Article Record Types will be created as part of the import.

D. Multiple Article Record Types can be imported in the same CSV.

A

A,D

https://www.freecram.net/question/Salesforce.Service-Cloud-Consultant.v2023-09-19.q94/universal-containers-wants-to-import-an-external-knowledge-base-to-lightning-knowledge-using-the-knowledge

63
Q

Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?

A. Change Sets

B. Mass Transfer Records

C. Data Loader

D. Manual configuration

A

A

64
Q

Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?

A. Change Sets

B. Mass Transfer Records

C. Data Loader

D. Manual configuration

A

A

65
Q

Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consulant recommend to meet the requiements?

A. Share the Folder with Quick text for each language.

B. Share each Quick Text individually to Public Groups.

C. Set the Organization-Wide default to Public Ready Only.

D. Use translation Workbech to localize each Quick Text.

A

B (może też być A - tak jest w drugim PDFie)

https://help.salesforce.com/s/articleView?id=000387781&type=1

ZG - raczej zapamiętać do kogo można szerować.

66
Q

Cloud Kicks (CK) provides varying levels of support based on the customer’s Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?

A. Auto-Add

B. Sequential

C. Independent

D. No Resource

A

C

https://help.salesforce.com/s/articleView?id=sf.entitlements_milestone_sequential_recurrence.htm&type=5

67
Q

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

A. Set up Email-to-Case.

B. Use Assignment rules and case queues.

C. Simplify the interactive voice response (IVR) tree.

D. Add additional agents to lower average hold time.

A

C,D

ZG - było gdzieś w SF, że czasami trzeba po prostu dodać pracowników :)

68
Q

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?

A. Select Flag as new version’ checkbox when publishing.

B. Use the Clone option to create a new article.

C. Use Smart Link to Article to select the prior version.

D. Enable Knowledge User for Service Agents.

A

A

(zgodnie z drugim PDFem)

69
Q

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? Choose 2 answers

A. Service Console case creation configuration

B. Lightning Console enablement

C. CTI Adapter configuration

D. Call Center Definition File creation

A

C,D

https://help.salesforce.com/s/articleView?id=sf.cti_admin_cctemplateoverview.htm&type=5

70
Q

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?

A. Configure Omni-channel to assign cases directly to Tier 2.

B. Create a dashboard to track and manage call volumes by type.

C. Create Knowledge Articles and publish internally and publicly.

D. Configure IVR routing to bypass Tier 1 for the product line.

A

C

71
Q

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

A. Knowledge base

B. Service cloud console

C. Customer community

D. Automatic call distribution

A

A,C

72
Q

Universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

A. Cases

B. Chatter Answers

C. Contacts

D. Contracts and SLASs

A

B,C

ZG - sprawdzić
W Help Center można dodać pole do wypełnienia, więc może Contacts jako dane kontaktowe?

73
Q

AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer’s product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?

A. Service requests are assigned to a quruc where the technician can accept it.

B. Service requests are asstgred to the technician using Omnt-Channel.

C. Service requests art assigned by the support reps to trie technician

D. Service requests are scheduled using Salesforce Field Service.

A

B

74
Q

A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe’ to improve the process’ Choose 2 answers

A. Global Quick Action

B. Macros

C. Quick Text

D. Email Temp ates

A

B,D

75
Q

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

A. Grant Authors access to the FaQ record type

B. Grant Authors access to the FAQ article type.

C. Add Authors to the FaQ Data Category.

D. Set article Org Wide Default to Public ReadWrite.

A

A

ZG - wygooglować odpowiedź. Raczej A. Raczej po prostu wiedzieć że są Data Categories jakie są ich limitacje i record type.

76
Q

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 ?what required step should a consultant address before configuring omni channel ?

A. Create SF cases to have omni channel enabled

B. From setup select omnichannel and select enable omni channel

C. customize service channel settings to define how the org receives work various sources

D. create the necessary objects in SF

A

B

77
Q

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

A. Knowledge search query with no results.

B. Knowledge articles with the lowest rating.

C. Number of knowledge articles in each data category.

D. Knowledge articles created by call center agents.

A

A,B

78
Q

What should a consultant recommend service agents use?

A. Einstein Next Best Action Strategy Guilder.

B. History tab on the Actions & Recommendations comporent.

C. Paused now interviews Lightning Component.

D. Recommendation Strategy Metrics related list.

A

B

B - raczej B https://help.salesforce.com/s/articleView?id=sf.console_lex_guided_action_history.htm&type=5

C - https://help.salesforce.com/s/articleView?id=sf.flow_pause_cmp.htm&type=5

79
Q

Universal conatiners 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. Filter the views by case owner.

B. Restrict visibility of the views.

C. Reduce the number of fields displayed.

D. Remove filter criteria from the views.

A

A,C

80
Q

Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

A. Define case auto-response rules.

B. Estabalish case assignment rules.

C. Configure case escalation rules.

D. Use Flow Builder to create a flow with scheduled path.

A

C

81
Q

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 date migration?

A. Prepare, plan, validate, execute, test

B. Plan, prepare, validate, execute, test

C. Prepare, plan, Test, execute, validate.

D. Plan, prepare, test, execute, validate.

A

D

82
Q

Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A. Lightning Process Builder

B. Lightning Row for Service

C. Interaction Log

D. Path for Cases

A

B,D

B bo prawdopodobnie chodzi o Lightning Flow for service

83
Q

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A. Validation Rules for article record types to verify all fields during creation.

B. Knowledge Action to Publish an Article once the Article is approved.

C. Data Category to assign an article record type to a Reviewer.

D. Approval Process that assigns an Article to a Reviewer Queue.

A

A,D

ZG - podobna odpowiedź

84
Q

Support cent’ agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers

A. History Utility

B. Quick Action

C. Outbound Sales Dialer

D. Macros

A

A,C

C - istnieje coś takiego jak Sales Dialer dla outbound connections. https://www.salesforce.com/products/sales-dialer-pricing/

85
Q

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

A. Reduced issue resolution time

B. Reduced first contact resolution

C. A knowledge article life cycle that is implemented correctly the first time and does not need to change

D. A knowledge article life cycle that evolves based on usage and demand

A

A,D

86
Q

Service Console users work on dozen 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?

A. Use a second Console session.

B. Define a custom List View.

C. Keep all open in tabs.

D. Add History to the Utility bar.

A

B

87
Q

The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers

A. Einstein Bots

B. Web Chat

C. Chatter Group

D. Call Center Agent

A

A,D

88
Q

Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

A. Actions & Recommendations component

B. Personalised navigation menu

C. Global Shared Macro

D. Omni-Channel Utility widget

A

D

89
Q

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 l had progressed in troubleshooting?

A. Lightning Guided Engagement

B. Lighining Row Component

C. Service Console Macros

D. Path for Cases

A

A

90
Q

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 feature should the consultant recommend as part of the deployment?

A. Retrieve Social Studio credentials.

B. Create and assign permission sets to give agents social account access.

C. Enable the Moderation feature to automatically create cases from posts.

D. Select two Twitter or Facebook accounts.

A

C,D

B nie, ponieważ w pytaniu chodzi o feature. Enable Moderation - https://help.salesforce.com/s/articleView?id=sf.social_customer_service_mod_setup.htm&type=5

91
Q

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect 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?

A. On-demand email to case

B. Web-to-case question

C. While holding for a support agent

D. An email to case inquiry

A

??

92
Q

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. Case tabs with Account subtabs

C. Account tabs and Cases tab

D. Account tab with Cases related list

A

B

Tu chodzi o to by widzieć coś jak się przegląda Case’y. Wtedy w Accountach widzi się Case’y na related liście (zakładamy, że zawsze są podłączone). W przeciwnym razie to byłoby D

93
Q

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

A. Add a formula block to the macro

B. Add conditional logic to the instructions

C. Add multiple ELSE IF blocks after the IF block

D. Create a formula to build the macro logic around

A

A,C

94
Q

As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

A. Track the average calls per day, average cases per agent, and average cases per case type.

B. Track not promoter scores as part of an automated survey after case closure for every cote.

C. Measure difference in CSAT ol cases with and without articles attached.

D. Benchmark the average cases per agent versus the team average across each case channel

A

C (moim zdaniem)

ZG - podobnie raczej.

95
Q

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?

A. Configure Process Builder

B. Activate a Validation Rule

C. Create a Case Macro

D. Define Case Escalation Rules

A

C

ZG

96
Q

Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.

A. Use a Most Aavailable Routing Model which will assign to the agent that be available next.

B. Configure an Overflow Assignee with a user or queue outside the routing configuration.

C. Set Work Item Size Percentage of Capacity to only consume part of an agent’s availability.

D. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.

A

B

97
Q

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

A. Select a window of time when users will NOT be making changes to the organization.

B. Ensure all users refrain from logging into production for an entire day prior to deployment.

C. Ensure that at least 60% of the code is covered by unit tests before deploying to production.

D. Plan and communicate the deployment to all users of the organization in advance.

E. Migrate a test deployment to a staging environment for a smoother real-life experience.

A

A,D,E

98
Q

Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers

A. Total number of accound and contact records in the database

B. Accoun team relationship to the primary contact

C. Visibility and accesst to the work order records

D. Work order and customer contact escalation requiements

E. Case closure rules on the original case

A

C,D,E (podobno, nie rozumiem pytania)

99
Q

Universal Containers 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 Agreement. Which feature should the Consultant consider?

A. Entitlements

B. Case Milestones

C. Omni-Channel

D. Case Escalation

A

A

100
Q

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

A. Cross-Object Formula

B. Auto-Add Milestones

C. Lookup Filter

D. Approval Process

A

C

101
Q

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

A. Standardize all rows to match Salesforce data types.

B. Import the records and create a workflow rule to change the data type.

C. Import the records and use Duplicate Management.

D. Deduplicate the data before importing into Salesforce,

E. Install the Data Quality Analysis Dashboards from the AppExchange.

A

A,D,E

A jest OK - ponieważ trzeba np. wystandaryzować daty, by pasowały do standardu SF

102
Q

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A. Add the Knowledge Component to the Service Console.

B. Add the Suggested Article widget to the Case page layout.

C. Create email templates with Knowledge Articles attached.

D. Add the Knowledge tab to the Console app.

A

A

103
Q

Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers

A. Messaging

B. Chat

C. Social Customer Service

D. Service Console

A

A,D

A - chodzi zapewne o Messaging Settings, gdzie się ustawia kanały kom.

Social Customer Service służy do obsługi postów raczej.

104
Q

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

A. Enable Suggested Articles.

B. Create Synonym Groups.

C. Add Data Category Groups.

D. Create Article Translation.

A

A

105
Q

Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?

A. Visible in Portal

B. Private

C. Read/Write

D. Read Only

A

D

https://help.salesforce.com/s/articleView?id=sf.caseteam_roles.htm&type=5

106
Q

Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable “Use standard Salesforce sharing” in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?

A. Data Category Visibility of All Categories provides Public Read/Write access.

B. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.

C. Data Categories no longer control access to articles.

D. Data Category Visibility of AM Categories provides Public Read Only access.

A

A (dla internal users), C (to na pewno)

https://help.salesforce.com/s/articleView?id=sf.knowledge_sharing_setup.htm&type=5

107
Q

Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical’s arriaval time.
What is the recommended feature to improve the customer experince?

A. Video Support

B. Omn-Channel Routing

C. Appointment Assitant

D. Incident Management

A

C

108
Q

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?

A. Salesforce Console

B. Entitlements and Milestones

C. Case Escalation

D. Case Assignment

A

B

109
Q

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?

A. Case Feed

B. Omni-channel Supervisor

C. Next Best Actions

D. Push Notifications

A

B

110
Q

what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

A. create a data category for each product assign data categories to service agents.

B. Create a permission set for each record type ;assignpermisisons to service agents

C. Create a page layout for each record type ;assign layouts to servce agents

D. Crreate an article action for each record type;assign record types to service agents

A

A

Do zbadania dlaczego nie B

ZG - poszukać różnic pomiędzy data category a record type. Raczej data category beda sie pytać.

111
Q

Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?

A. Case Assignment Rules

B. Experience Cloud site

C. Embedded Chat Service

D. Web-to-CaM

A

C

112
Q

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?

A. Search Activity Gaps

B. Top Articles sorted descending

C. Most Linked Articles

D. Most Revised Articles

A

A (podobno)

Coś podobnego jest oferowane ale dot. artykułów: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000IEUCaUAP

113
Q

Universal Containers (UC) has created a new partner onboarding process that requires an
agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically
adds 20 new partners a week. Creating activities is labor intensive and can take up to
20 minutes each to complete.
What is a cost-effective method for agents to create these activities?

A. Navigate a Screen Flow.
B. Execute a macro.
C. Leverage Einstein Case Wrap-Up.

A

A

114
Q

Universal Containers (UC) has created a new partner onboarding process that requires an
agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically
adds 20 new partners a week. Creating activities is labor intensive and can take up to
20 minutes each to complete.
What is a cost-effective method for agents to create these activities?

A. Navigate a Screen Flow.
B. Execute a macro.
C. Leverage Einstein Case Wrap-Up.

A

A

(więcej w PDF)

115
Q

As part of a new salesforce knowledge implementation, Universal Containers would like to
migrate articles from their current database. Which factor should a consultant consider as part of the
migration strategy?

A. Convert any articles containing HTML into plain text before importing because HTML is NOT
supported to any article field types.

B. Ensure that each existing article type has a corresponding knowledge article type that matches its
structure and content.

C. Verify that each article type has field level security on all fields set to read only prior to import, in
order to prevent any loss of data.

D. Prepare a single .csv file that can be used to migrate all article types at once and include with
a.properties file in a.zip for import

A

B

(więcej w pdfie)

Może chodzi o to, że teoretycznie da się załadować artykuł Data Loaderem

116
Q

Universal Containers wants to notify Support Managers when a new case have beenmuntouched from more than two business days.
Which approach should a consultant implement?

A. Define case auto-response rules.
B. Estabalish case assignment rules.
C. Use Flow Builder to create a flow with scheduled path.
D. Configure case escalation rules.

A

D

117
Q

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?

A. Allow Comments on Knowledge articles.
B. Implement Case Assignment Rules.
C. Enable Chat in an Experience Cloud site.
D. Create a self-service Help Center.

A

D

(więcej w PDFie)

118
Q

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up
to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to
assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers

A. Lightning Flow for service
B. Interaction Log
C. Lightning Process Builder
D. Path for Cases

A

A,D

(więcej w pdfie)

119
Q

A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?

A. Last modified date and terms searched frequently in the last year
B. Last modified date and total number of article views in the last year
C. Original creation date and total number of article views in the last year

A

B

(więcej w PDFie)

120
Q

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

A. Configure Lightning Guided Engagement.
B. Configure a Live Chat Validation Rule.
C. Customize the Pre-chat form.
D. Customize the Lightning Console chat page.

A

C

(więcej w PDFie)

121
Q

UC has created permission sets granting access to object and fields in one of its sandboxes.

How should a consultant deploy this permission set to prod?

A. Change set
B. Manually create the Permission sets
C. Create an Unmanaged package
D. Publish a Managed package

A

A

(więcej w PDFie)

122
Q

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

A. Lookup Filter
B. Auto-Add Milestones
C. Cross-Object Formula
D. Approval Process

A

A

(więcej w PDFie)

123
Q

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. Auto launch flow
B. Salesforce Console for Service
C. Visualforce custom page Questions & Answers PDF Page 6
D. Process Builder

A

B

(wg PDFa)

124
Q

Cloud Kicks supports customers through chat. Service agents have reported multiple
instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

A. Create a blocking rule.
B. Enable Assistance Flag Configuration setting.
C. Create sensitive data rules.
D. Enable Sneak Peek Configuration setting.

A

A

(wg PDFa)

https://help.salesforce.com/s/articleView?id=sf.live_agent_block_IPs_adm

125
Q

A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this
operation.

What are two recommended Service Ctoud features that work together to improve the process’

Choose 2 answers
A. Quick Text
B. Macros
C. Global Quick Action
D. Email Temp ates

A

B, D

(więcej w PDFie)

126
Q

The support manager at Universal Containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

A. Dynamic Dahsbaord by Call Center
B. Reporting Snapshots by call center
C. Report Subscriptions by call center
D. Case report grouped by call center

A

B

(więcej w PDFie)

127
Q

What is a common deflection technique to reduce the number of interactions for a contact center?

A. Recommend articles during a call from a support agent.
B. Suggest articles for an Email-ta-Case question.
C. Recommend articles prior to a Chat session.

A

C

(więcej w PDFie)

128
Q

Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK wants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support
offering.

What should a consultant recommend to provide these newer capabilities?

A. Messaging for Web
B. AppExchange package
C. Einstein Bots

A

A

(więcej w PDFie)

Na to by wskazywało. Założenie - Messaging for Web to tylko część rekomendowanych rozwiązań, gdzieś później doszłoby Messaging for in-app. Messaging for Web ma funkcję Estimated Wait Time Transparency, jest asynchronous. Z across devices jest problem ale to jest authenticated user, więc w sumie dałoby się.

129
Q

Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests.
Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to ‘Responded’.

What is the recommended feature to improve productivity?

A. Quick Text
B. Service Console
C. Lightning Utility Bar
D. Macros

A

D

(więcej w PDFie)

130
Q

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day. Which two features should a Consultant recommend?

Choose 2 answers
A. Facebook Messaging
B. Escalation Rules
C. Chat
D. Case Auto-Response

A

C,D

(więcej w PDFie, także w drugim)

131
Q

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
C. Deliver the entire project simultaneously so as to present UC with a completed solution.
D. Schedule a meeting with the UC executives at the start of the project to generate all the
requirements.

A

B

(więcej w PDFie)

132
Q

The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger 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
A. Average call handle time by team.
B. Number of cases created - - Site by month
C. Number of IVR inquiries without agent involvement.
D. Number of cases closed by a self-service user

A

B,D (więcej w PDFie)

133
Q

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?

A. Enable Omni-Channel Case assignment
B. Define separate Record Types for Tier 1 and Tier 2
C. Implement Lightning Guided Engagement
D. Configure a Visual Flow Troubleshooting Action

A

C

(więcej w PDFie)

134
Q

Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?

A. It captures the same informaion as First Call Resolution.
B. It includes blocked and abandoned calls.
C. It is the typical experience of a caller.
D. It is skewed by calls that are quickly answered

A

D

(więcej w PDFie)

135
Q

The support management team at Universal Containers has noticed an increase in wait times
over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?

A. Set up analytical snapshots to capture key case Information and create historical trending reports.
B. Create reports to analyze data in order to understand peak times and ensure adequate.
C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.

A

B

(więcej w PDFie drugim)

136
Q

Universal Containers has recently implemented a new CTI system, Knowledge base, and
Einstein Chatbots to interact with customers. The VP of support and services has asked for additional
system improvements to facilitate customer self-service.
What should the consultant recommend?

A. Have customers search the Knowledge base for solutions.
B. Provide a toll-free customer support phone number.
C. Create an Experience Cloud site for customers.

A

C

(drugi PDF)

137
Q

Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to
customers.
Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?

A. SMS Long Code
B. SMS Enhanced
C. SMS Short Code

A

A

(drugi PDF)

138
Q

Universal Containers has technical support and general customer service teams that use
unique Service Console applications.
Which configuration should a consultant use when deploying the console?

A. Assign the app to the User profile.
B. Assign a permission set granting the Service User license.
C. Assign the Service User license to their User record.

A

A

(drugi PDF)

139
Q

The support manager at Universal Containers wants to measure first-call resolution by
channel, agent, and calendar month.
Which reporting solution should the consultant recommend?

A. Create a report using Grouping.
B. Create a reporting snapshot.
C. Create a joined report.

A

A

na Case’ach daje się grouping

chociaż w drugim pdfie jest C

140
Q

Which feature can a consultant deploy to route cases from social channels within a limited
timeframe?

A. Use custom case assignment rules.
B. Implement an Apex solution.
C. Use a third-party app from AppExchange.

A

A

(drugi PDF)

141
Q

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK
wants an easy way for service agents to create new articles when closing a case. The new article
should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?

A. Develop a globally-shared macro to create a new article.
B. Use a trigger to automatically create a new article.
C. Create a Quick Action to map case fields to a new article

A

C

(drugi PDF)

142
Q

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 Salesforce productivity feature should a consultant use to accomplish this requirement?

A. Macros
B. Quick action
C. Flow

A

A

143
Q
A

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