Service Cloud Deck

Question 1

Support agents need to verify that customers are eligible to receive customer support before they can update. What object is used to verify that a customer ids entitled to receive support? (Choose 2 Answers):
A) Contacts
B) Case History
C) Products
D) Service Contracts

Answer 1

A) Contacts
D) Service Contracts

Question 2

2.Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? (Choose 2 Answers)
A) Escalated cases by account month to date.
B) High priority cases opened by account month to date.
C) Time spent by account year to date
D) New cases opened by the account channel

Answer 2

A) Escalated cases by account month to date.
B) High priority cases opened by account month to date.

Question 3

3.Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. What should a consultant recommend to meet this requirement? (Choose 3 Answers):
A) Create an email template to send articles as PDF attachments
B) Enable suggested articles on new cases
C) Enable article submission during case close
D) Enable agents to create their own personal articles
E) Enable article customization for open cases

Answer 3

A) Create an email template to send articles as PDF attachments
B) Enable suggested articles on new cases
C) Enable article submission during case close

Question 4

4.What is a characteristic of Visual Workflow? (Choose 3 answers):
A) Elements can be used to update fields in the database
B) Apex code must be used to pass data to legacy systems
C) Apex code must be used to update fields in the database
D) Only one version of a flow can be activated at a time
E) Elements can be used to pass data to legacy systems

Answer 4

A) Elements can be used to update fields in the database
B) Apex code must be used to pass data to legacy systems
D) Only one version of a flow can be activated at a time

Question 5

5.Universal Containers purchased Knowledge and would like to implement it as soon as
possible. What approach should a consultant recommend?
A) Activate the Knowledge sidebar within the Salesforce Console for Service.
B) Create a Knowledge Visualforce component on the case detail page.
C) Activate the Knowledge sidebar on the case detail page.
D) Create a Knowledge Visualforce component within the Salesforce Console for Service

Answer 5

A) Activate the Knowledge sidebar within the Salesforce Console for Service.

Question 6

6.What are the basic concepts of Knowledge-Centered Support (KCS)? (Choose 2 answers):
A)Creating content as a result of solving issues
B) Rewarding learning, collaboration, sharing, and improving
C) Evolving content-based product lifecycles
D) Developing a knowledge base on the experience of an individual

Answer 6

A)Creating content as a result of solving issues
B) Rewarding learning, collaboration, sharing, and improving

Question 7

7.UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content:
- customer FAQs
- product specifications
- contact center procedures
- and product manuals.
It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured? (Choose 3 answers):
A)Configure workflow rules for each data category
B) Configure article types for each kind of content
C) Define approval processes for each article type
D) Define approval processes for each product
E) Configure data category values for each product

Answer 7

B) Configure article types for each kind of content
C) Define approval processes for each article type
E) Configure data category values for each product

Question 8

8.Which solution can be used to improve call deflection?
(Choose 3 Answers)
A) Community forum
B) Web chat
C) Knowledge base
D) Assignment Rules
E) Case Routing

Answer 8

A) Community forum
B) Web chat
C) Knowledge base

Question 9

9.UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
A)Create a case report to show all cases across tiers filtered by an escalation flag.
B) Create an approval process to ensure only the appropriate cases get escalated.
C) Create a case report to show the number of cases for each tier and sort them by case owner.
D) Create a custom trigger to generate history when cases get escalated between tiers

Answer 9

A)Create a case report to show all cases across tiers filtered by an escalation flag.

Question 10

10.Which native Service Cloud solution is used for case satisfaction surveys?
A) Create a Web-to-case form with a custom case type of survey.
B) Enable the case survey option on the case object.
C) Enable the case survey auto-response rule.
D) Check the survey option in the case settings.

Answer 10

A) Create a Web-to-case form with a custom case type of survey.

Question 11

11.Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
A) Implement salesforce radians 6 with filters against the company’s twitter account and assign new cases to twitter queue
B) Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case.
C) Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
D) Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

Answer 11

A) Implement salesforce radians 6 with filters against the company’s twitter account and assign new cases to twitter queue

Question 12

12.KCS (knowledge centered support)-what is it? (Choose 2 Answers):
A) Standard for managing customer support and delivery
B) Method for social media management
C) Share knowledge with the business partners
D) Process for creating and maintaining knowledge

Answer 12

C) Share knowledge with the business partners

Question 13

13.What is a common deflection technique to reduce the number of interactions for a contact center? (Choose 2 answers):
A)Recommend articles during a call for a support agent
B) Suggest articles for a web-to-case question
C) Suggest articles for an email-to-case question
D) Recommend articles prior to a Live Agent session

Answer 13

B) Suggest articles for a web-to-case question
D) Recommend articles prior to a Live Agent session

Question 14

14.A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2 answers):
A) Report on the articles followed in Chatter
B) Report on agent ratings on articles
C) Report on agent feedback on articles
D) Report on the articles attached to cases

Answer 14

B) Report on agent ratings on articles
D) Report on the articles attached to cases

Question 15

15.UC wants to deploy the Service Cloud to its contact centres located across North America, Europe and Asia. The company would like standardised contact centre processes and reporting implemented in its centres worldwide. Which approach should a consultant recommend in this scenario?
A)Assign a global team of experienced agents and leaders to create a common design template and report structure
B) Recommend utilising out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting
C) Assign teams in each major contact centre to design a solution unique to its needs and have an analyst build a combined report
D) Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardisation

Answer 15

A)Assign a global team of experienced agents and leaders to create a common design template and report structure

Question 16

UC’s support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
* Support attachments up to 20MB per inquiry
* Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
A)Email-to-Case
B) Web-to-Case
C) On-Demand Email-to-Case
D) Customer Chatter groups

Answer 16

C) On-Demand Email-to-Case

Question 17

17.Universal Containers has determined that case list views are slow to load because of the large number of cases in the system. Which action will improve the performance of the list views? Choose 2
A)Filter the views by case owner.
B) Remove filter criteria from the views.
C) Restrict visibility of the views.
D) Reduce the number of fields displayed.

Answer 17

A)Filter the views by case owner.
D) Reduce the number of fields displayed.

Question 18

18.Universal containers are developing a business continuity plan for their contact centre. What should the company consider? Choose 2 answers:
A) Recovery point objective
B) Criteria for plan activation
C) Open access to systems
D) Site consolidation

Answer 18

A) Recovery point objective
B) Criteria for plan activation

Question 19

19.A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realizes the caller is not eligible for support. What solution should a consultant recommend to prevent this scenario from happening in the future?
A)Add the service contract related list to contact records
B) Add the entitlement contacts related list to account records
C) Add the entitlements related list to contact records
D) Add the assets related list to contact records

Answer 19

C) Add the entitlements related list to contact records

Question 20

20.”The vice president (VP) of customer support for Universal Containers has issued a mission statement that “We will empower our customers to interact with us in the way of their choosing”. Universal Containers has recently deployed a new toll free interactive voice response (IVR) system and Knowledge base. The VP has asked management team to make additional system enhancements to fulfil the mission statement. What should the consultant recommend to achieve the mission statement? Choose 3 answers:
A) Create a central “contact us” page which provides access to the available channels.
B) Enforce that customers must search the knowledge base before they can see the contact us page
C) Optimize the customer community for mobile devices to have access to same support as desktops.
D) Enable customers to be emailed FAQs by accessing the interactive voice response 24 per day.
E) Replace the existing “Chat Now” button on the customer community with toll free phone number

Answer 20

A) Create a central “contact us” page which provides access to the available channels.
C) Optimize the customer community for mobile devices to have access to same support as desktops.
D) Enable customers to be emailed FAQs by accessing the interactive voice response 24 per day.

Question 21

21.Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers:
A) Publish articles to external channels
B) Assign article types to the communities.
C) Enable public solutions
D) Configure content library permissions
E) Enable article deliveries

Answer 21

A) Publish articles to external channels
B) Assign article types to the communities.
C) Enable public solutions

Question 22

22.Universal containers contact centre has experienced an increased number of customer questions due to a growing product portfolio. What should a consultant recommend to minimize the need to hire more agents? Choose 2 answers:
A)Chatter Answers
B)Community
C) Web-to-Case
D) Live agent

Answer 22

A)Chatter Answers
B)Community

Question 23

23.UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers:
A) Configure entitlements and milestones to enforce SLAs
B) Hire more agents for the contact centers
C) Improve the training provided to existing agents
D) Track social sentiment across social media outlets

Answer 23

A) Configure entitlements and milestones to enforce SLAs
C) Improve the training provided to existing agents

Question 24

24.”Universal containers is developing its strategy for social customer service. It would like to build a business case to find a larger investment in social media and have a dedicated social media support team. The company’s requirements include the ability to:
Monitor Facebook fan page for new posts from customers,
Link new posts to an existing customer record,
Respond to posts from the existing salesforce console for service,
Create and link social person to contacts
What should universal containers do immediately to begin providing social customer service?
A) Enable Social Customer Service
B)Enable salesforce social profile on contacts.
C)Create a force.com app for Facebook monitoring.
D)Integrate Facebook to its existing customer community

Answer 24

A) Enable Social Customer Service

Question 25

25."Universal containers wants to provide its 20 million customers with a portal where they can: Submit inquiries Monitor the status of those inquiries View their contact information To meet these requirements, which type of portal license would be most appropriate for the customers? A) Customer Community B) Partner Community C) Employee Community D) Sites

Answer 25

A) Customer Community

Question 26

26."A contact center manager needs to restrict who can create an FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? Choose 2 answers: A) Enable the Manage Articles permission for the publisher profile and assign it to users B)Hide the Article Management tab for users who should have read-only access to articles C)Create a publisher profile that includes create access on the FAQ article type D)Set the organization-wide default to private and create sharing rules for the FAQ article type

Answer 26

A) Enable the Manage Articles permission for the publisher profile and assign it to users C)Create a publisher profile that includes create access on the FAQ article type

Question 27

27."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 report run time C)Contact view page load time D)Contact related list load time

Answer 27

B)Contact report run time

Question 28

28."Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2): A)Chatter groups for customer B) Mobile access to case information C) Visibility into service entitlements D) Predictive dialer for outbound call

Answer 28

B) Mobile access to case information C) Visibility into service entitlements

Question 29

29."Universal Containers is considering a Knowledge-Centred Support (KCS) implementation. Which benefit can be expected from KCS adoption? Choose 3 answers: A) Optimized use of resources B) Reduced issue resolution time C) Increased call routing accuracy D) Increased call deflection E)Reduced support Channels

Answer 29

A) Optimized use of resources B) Reduced issue resolution time D) Increased call deflection

Question 30

30."Universal containers wants to provide its resellers a secure portal where they can: submit and track status of their cases, manage their customer accounts, view reports and dashboards to meet these requirements. Which solution should the consultant recommend? A) Partner Community B) Sites C) Customer Community D) Employee Community

Answer 30

A) Partner Community

Question 31

31."A contact centre was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers: A) Number of cases created sorted by order B) Number of cases by type by owner C) Number of cases in each status D) Number of solutions created per agent

Answer 31

A) Number of cases created sorted by order B) Number of cases by type by owner

Question 32

32."Universal Containers wants to assign support agents to handle only specific interaction channels based on one of the following: Channel groupings Phone Phone and email Social media (Facebook and Twitter) What should a consultant recommend to accomplish this? A)Create a unique case page layout for each channel grouping. B)Create an agent profile for each channel grouping. C) Create a Service Cloud console to support all channel groupings. D)Create an agent role for each channel grouping.

Answer 32

A)Create a unique case page layout for each channel grouping.

Question 33

33."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 Visual force page C)Custom report D)Custom related list

Answer 33

B)Custom Visual force page

Question 34

34."A contact centre manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers: A)First call resolution B)Customer satisfaction survey C)Average handle time D)Service-level agreement

Answer 34

A)First call resolution B)Customer satisfaction survey

Question 35

35."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)Create a salesforce console for service and enable the knowledge sidebar on the case page layout. B) Enable the knowledge sidebar setting in the case support settings. 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.

Answer 35

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

Question 36

36."Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2): A) Escalation rules B) Case teams C) Workflow rules D) Auto-response rules

Answer 36

B) Case teams C) Workflow rules

Question 37

37."UC wants to create a process to verify that customers are eligible for support before a case is created. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realised by using the entitlement management feature? Choose 2 answers: A) Ability to specify unique service levels for each customer B) Ability to prompt callers for the service contract number with IVR menus C) Ability to determine if a customer has escalated a case in the past D) Ability to enforce service levels with time-dependent processes

Answer 37

A) Ability to specify unique service levels for each customer D) Ability to enforce service levels with time-dependent processes

Question 38

38."Universal containers have a service level agreement (SLA) with customers that requires an agent to take ownership of incoming cases within two hours of case creation. Which solution would help universal containers meet its SLA? A)Create a workflow rule to send an email to support managers when a case is created and assigned to queues. B) Assign case to queues and use escalations rules to escalate cases that have NOT been accepted by an agent C) Create a workflow rule to assign a task to all a members of a queues if a case has NOT been accepted by an agent D) Use case auto-response rules to send an email to support managers within one hour of case creation.

Answer 38

B) Assign case to queues and use escalations rules to escalate cases that have NOT been accepted by an agent

Question 39

39."Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year. A)Migrate closed cases with milestones and entitlements. B)Migrate open and closed cases with milestones and entitlements. C)Migrate open and closed cases without milestones and entitlements. D)Migrate closed cases to a custom read-only object.

Answer 39

B)Migrate open and closed cases with milestones and entitlements.

Question 40

40."The Universal Container's customer support organization has implemented knowledge centred support (KCS) in its call centre. However, the call centre management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? Choose 2: A)Create a dashboard that includes articles submitted by agents and approved for publication. B)Measure and reward agents based on the number of new articles approved for publication. C)Require agents to check a box on the case when submitting a new suggested article. D)Measure and reward agents based on the number of new articles submitted for approval.

Answer 40

A)Create a dashboard that includes articles submitted by agents and approved for publication. D)Measure and reward agents based on the number of new articles submitted for approval.

Question 41

41."UC has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? Choose 2 answers: A)Assignment, escalation, and workflow rules are processed on inbound emails B) Only one inbound email address can be used for Email-to-Case C) Follow-up emails and attachments related to a case are attached to the case D) Follow-up emails related to a case will update the case comments

Answer 41

A)Assignment, escalation, and workflow rules are processed on inbound emails C) Follow-up emails and attachments related to a case are attached to the case

Question 42

42."What is a benefit of deploying Knowledge in a high-volume Service Cloud portal? Choose 2 answers: A)Uncovers gaps in the knowledge base B) Reducing incoming call volume C) Replaces the need for an email channel D) Eliminates tracking of customer entitlements

Answer 42

A)Uncovers gaps in the knowledge base B) Reducing incoming call volume

Question 43

43."Universal Containers is transitioning from a legacy service and support system to salesforce. What is a recommended way to migrate and cleanse the data? A)Upload the data into salesforce and then run the native de-dupe tool. B)Cleanse the data outside of salesforce and then migrate the data. C) Use the salesforce import wizard to load and cleanse the data. D) Use salesforce data loader to load and cleanse the data.

Answer 43

B)Cleanse the data outside of salesforce and then migrate the data.

Question 44

44."A customer is planning a Service Cloud implementation. The customer's current database has the following number of records: -10 million cases -1 million accounts -3 million contacts. When planning to migrate this data into Salesforce, what implications should be considered? Choose 2 answers: A) Salesforce reporting speed may be affected B) Related lists on the case object may be slow to populate C)The Salesforce or may be slow during the data migration D) Results may be slow when searching for records

Answer 44

A) Salesforce reporting speed may be affected D) Results may be slow when searching for records

Question 45

45."The support manager wants information on the knowledge base searches conducted by customers and call center agents. Which metric would be most useful to identify knowledge article effectiveness? Choose 2 answers: A) Knowledge search query with no results B) Number of knowledge articles in each category C) Knowledge articles with the lowest rating D)Knowledge articles created by call center agents

Answer 45

A) Knowledge search query with no results C) Knowledge articles with the lowest rating

Question 46

46."A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter? A)@mention the SMEs on the case Chatter feed and follow the case B) Bookmark all the comments related to the issue from the SMEs C) Use hashtag (#) to track the customer case and SMEs comments D) Follow the SMEs to receive automatic updates when they add case comments

Answer 46

A)@mention the SMEs on the case Chatter feed and follow the case

Question 47

47."A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which metric can be used to assess the success of the new workforce management system? Choose 2 answers: A)Number of calls offered B) Agent utilization C) Schedule adherence D) Quality monitoring score

Answer 47

B) Agent utilization C) Schedule adherence

Question 48

48."A universal container wants to measure the efficiency of its contact center. Which metric should the contact center manager analyze? Choose 3 answers: A)Number of closed cases with articles attached. B) Average number of days to close cases. C) Number of open cases per day. D) Number of new customers added. E)Number of cases escalated.

Answer 48

B) Average number of days to close cases. C) Number of open cases per day. E)Number of cases escalated.

Question 49

49."Universal containers is experiencing system timeouts for social customer. What should a consultant recommend to improve the performance of the reports? Choose 2 answers: A) Remove unnecessary columns from the reports. B) Remove formula fields from filter criteria. C) Remove data boundaries from filter criteria. D) Remove dashboards based on long-running reports.

Answer 49

A) Remove unnecessary columns from the reports. B) Remove formula fields from filter criteria.

Question 50

50."UC is implementing the Service Cloud console. Which capability of the Service Cloud console can the company use to improve its contact center performance? Choose 2 answers: A) Allows Chatter Messenger to be used between agents B) Displays records and their related items as tabs on one screen C) Indicates when records and lists are changed by others D) Is available for users in the partner portal

Answer 50

B) Displays records and their related items as tabs on one screen C) Indicates when records and lists are changed by others

Question 51

51."Universal Containers is implementing an entitlement process in its contact center to gain better visibility into how well the company is delivering on customer service level agreements (SLAs). How can milestones be used to accomplish this goal? (Choose 2): A) To represent metrics such as first-response and resolution time on cases. B) To monitor the case escalation rule queue to confirm service levels are met C) To identify the customer contact associated with a particular stage of a service contract D) To display whether a case response complies with a customer service level agreement

Answer 51

A) To represent metrics such as first-response and resolution time on cases. D) To display whether a case response complies with a customer service level agreement

Question 52

52."Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce? (Choose 3): A) Assign the correct Salesforce users to the Call Center B) Install an adapter from AppExchange to work with third-party CTI systems C) Use Apex to create an adapter to work with third-party CTI systems D) Create a SoftPhone layout and assign to user profiles E) Assign the Salesforce CTI license to Salesforce users

Answer 52

A) Assign the correct Salesforce users to the Call Center B) Install an adapter from AppExchange to work with third-party CTI systems D) Create a SoftPhone layout and assign to user profiles

Question 53

53."Universal containers will be launching a telesales contact centre. What should be considered in the design? Choose 2 answers: A)Performance for high volume of interactions. B) Strategies to maximise call deflection C) Integration with field service teams and applications D) Integration with Lead Generation teams and applications.

Answer 53

A)Performance for high volume of interactions. D) Integration with Lead Generation teams and applications.

Question 54

54."Universal Containers staffs its contact centres to allow for up 20 % of the total case volume to be escalated. The contact like to measure case escalation rate to staff to ensure sufficient training for Tier 1 agents. What solution should a consultant recommend to meet this requirement? A) Create a case report with a custom summary formula to calculate the percentage of escalated cases. B) Create a dashboard report to display and compare escalated cases against non-escalated cases. C) Create a formula field on the case record to calculate percentage of escalated cases. D) Create a daily snapshot report of all cases and calculate percentage of escalated cases.

Answer 54

A) Create a case report with a custom summary formula to calculate the percentage of escalated cases.

Question 55

55."Which element is true regarding a prebuilt Salesforce computer telephone integration (CTI) adapter for different telephone systems? Choose 2 answers: A)It is an intermediary between a telephony system and a Salesforce call center user B)It allows voicemails to be captured and stored as attachments on cases C)It is a server-based software program that controls the behavior of a Salesforce SoftPhone D) It utilizes the Softphone capability from within the Salesforce application

Answer 55

A)It is an intermediary between a telephony system and a Salesforce call center user C)It is a server-based software program that controls the behavior of a Salesforce SoftPhone

Question 56

56."At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers' product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases? A) Create a private Chatter group with customers and invite key individuals to join the group. B) Enable Chatter case feed and add product development team members to the case team. C) Create a related child case and assign the child case to the product development team. D) Build a repository of Knowledge articles related to integration and share it with the customer.

Answer 56

A) Create a private Chatter group with customers and invite key individuals to join the group.

Question 57

57."Universal containers wants to implement a new web presence to support its customers. It has provided the following requirements: * Ability for visitors to search knowledge articles without registering or logging in. * Ability for over one million registered customers to securely submit cases and view the status of those cases. * Ability to display white papers to registered customers. * Ability for registered customers to save favorite knowledge articles for easy access later. What should the consultant recommend as part of the solution? A) Implement service cloud portal with knowledge. B) Implements partners' portal with knowledge. C) Implement enterprise admin portal with content. D) Implement service cloud portal with content

Answer 57

A) Implement service cloud portal with knowledge.

Question 58

58."Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: - Agents need to collaborate with other teams - The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements? A) Use escalation rules for notifications and case teams to monitor cases B) Use workflow rules for notifications and case teams to monitor cases C) Use escalation rules for notifications and account teams to monitor cases D) Use workflow rules for notifications and account teams to monitor cases

Answer 58

B) Use workflow rules for notifications and case teams to monitor cases

Question 59

59."Universal containers would like to provide their contact centre agents with a map image of their customs location based on shipping address of their account record. What should a consultant recommend as part of the solution? A) A Visualforce map component on the Account Page B) A custom tab of type URL that displays a map image of customer location C) A Web Service call-outs that retrieves map details from the backend system. D) An outbound message to a middleware platform to provide map details.

Answer 59

A) A Visualforce map component on the Account Page

Question 60

60."UC, a new Salesforce customer, needs its millions of consumers to have public access to knowledge on it corporate website. The consumers also need the ability to login to create, update and read historical cases. Which product and license type would meet all of these requirements? A) Force.com Sites and High-Volume Customer Portal B) Force.com Sites with Knowledge and Email-to-Case C) Force.com Sites with Knowledge and Web-to-Case D) Visualforce and Self-Service Portal

Answer 60

A) Force.com Sites and High-Volume Customer Portal

Question 61

61."Universal Containers has two customer service contact centres and each focuses on a specific product line. Each contact centre has a varying call volume, contributing to a high operational cost for the company. Universal Containers 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) Cross-train agents on both product lines. C) Prioritize customer calls based on their SLA. D) Implement a customer self-service portal

Answer 61

B) Cross-train agents on both product lines. D) Implement a customer self-service portal

Question 62

62."Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak to a support agent if they still need help. Which system will help Universal Containers meet this requirement? A) Computer Telephony Integration B) Interactive Voice Response C) Automatic Call Distribution D) Order Management System

Answer 62

B) Interactive Voice Response

Question 63

63."Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case. How should the requirement be met? A) Create a custom related list on the case B) Create a custom report C) Create a custom view on the Case tab D) Create a custom Visualforce page

Answer 63

D) Create a custom Visualforce page

Question 64

64."Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions (FAQ) encountered by contact centre agents. How can this be accomplished? A)Create an FAQ article type and enable the submit articles feature on the case close page layout. B)Define a data category called FAQ and assign category visibility to users in the contact centre role C) Create an FAQ article type and configure the enable suggested articles option in support settings. D) Enable ideas for contact centre agents and have them submit FAQ articles at the time a case is closed.

Answer 64

A)Create an FAQ article type and enable the submit articles feature on the case close page layout.

Question 65

65."What is the primary function of a private branch exchange (PBX)? A) To receive multiple calls at one time B) To use speech recognition to direct calls C)To report the caller's background information D) To route calls to different agents

Answer 65

A) To receive multiple calls at one time

Question 66

66."Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Service Cloud portal and plans to allow customers to be authenticated users to increase self-service rates. Which method should be used to enable the customers on the portal? (Choose 2): A)Have agents manually create users when portal access is requested by customers. B) Identify active customers and send them registration instructions via email. C) Create active customers as portal users and send them email notifications D) Have agents provide customers with portal registration instructions when working a case

Answer 66

B) Identify active customers and send them registration instructions via email. D) Have agents provide customers with portal/community registration instructions when working a case

Question 67

67. "When planning the migration of an existing knowledge base into Salesforce Knowledge, what factors should be considered in selecting which articles to migrate? A)Original creation date and average rating of articles B) Last modified date and frequent search terms C) Last modified date and number of recent article views D) Original creation date and total number of article views

Answer 67

C) Last modified date and number of recent article views

Question 68

68."Universal containers has four internal divisions that use salesforce knowledge. Compliance requirement indicate that each division should only have access to its own articles when performing a search. What solution should a consultant recommend to meet the requirements? A)Create a single data category group for each division and provide access using role hierarchy. B) Create a sharing rule for each division to provide access using role hierarchy. C) Create a sharing rule for each division to provide access based on criteria of the article. D) Create a separate data category groups for each division and assign the category to a division profile.

Answer 68

A)Create a single data category group for each division (used multiple times) and provide access using role hierarchy.

Question 69

69."UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality? A)Data loader, change sets, and Force.com Excel Connector B)Force.com migration tool, Force.com IDE, and change sets C)Visual Workflow, data loader, and Force.com IDE D) Mass Transfer Records, change sets, and Force.com migration tool

Answer 69

B)Force.com migration tool, Force.com IDE, and change sets

Question 70

70."The cost of service for Universal Containers' contact centres has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centres? Choose 2 answers: A) Enable Chatter for agent collaboration. B) Enable Knowledge in a Service Cloud portal. C) Enable Ideas in a Service Cloud portal. D) Create auto-response templates for emails.

Answer 70

A) Enable Chatter for agent collaboration. B) Enable Knowledge in a Service Cloud portal.

Question 71

71."UC's contact center management wants to enhance its Service Cloud implementation and deploy a solution that will better assist its service agents and customers in troubleshooting and resolving issues. The contact center manager has outlined the following requirements: -Provide content categorisation for easier navigation -Searching, and visibility -Shorten agents' issue resolution time by suggesting relevant content. -Establish a publication lifecycle process based on industry leading practices. -Ensure the solution is tightly integrated with Service Cloud console and Live Agent. What Salesforce solution should a consultant recommend? A)Content B) Knowledge C) Solutions D) Chatter

Answer 71

B) Knowledge

Question 72

72."A customer has recently implemented an on premise telephony system that is common in the industry. This customer recently purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend? A)Use a computer telephony integration (CTI) adapter that supports its telephony system B) Create an API integration between Salesforce and the telephony system C)Build a custom computer telephony integration (CTI) adapter using the Salesforce CTI toolkit D)Implement an on-demand telephony solution provided by a leading vendor

Answer 72

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

Question 73

73."To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article managers the various publishing capabilities. What configuration should be recommended to meet this objective? A)Assign article managers to public groups and specific article actions to each group B) Assign article managers to publication teams and specific publication states to each team C) Assign article managers to public groups and specific publication states to each group D) Assign article managers to publication teams and specific article actions to each team

Answer 73

A)Assign article managers to public groups and specific article actions to each group

Question 74

74."Universal Containers needs to set up a customer portal to provide customers with a self-service option for support. Which capability can Universal Containers provide its customers via the customer portal? (Choose 3): A)Allows customers to submit ideas and answers B) Allows customers to customize their user interface C) Allows customers to search documents in Contact D) Allows customers to follow Chatter feeds E)Allows customers to search a knowledge base

Answer 74

A)Allows customers to submit ideas and answers D) Allows customers to follow Chatter feeds E)Allows customers to search a knowledge base

Question 75

75."Universal Containers' contact center manager needs to measure the following metrics: - Agent productivity - Customer satisfaction Which report should a consultant recommend? (Choose 2): A)Average handle time B) First contact resolution C) Average speed to answer D) Escalation rate

Answer 75

A)Average handle time B) First contact resolution

Question 76

76.The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2): A)Verification of the production migration checklist B)Approval of test scripts from the business lead C) Verification that sample data has been loaded D) Fund customer approval on training materials

Answer 76

B)Approval of test scripts from the business lead C) Verification that sample data has been loaded

Question 77

77."Using standard case management capabilities, what can be emailed to a customer as a PDF attachment? A)Knowledge articles attached to the case. B) Contract details related to the entitlement. C) Products and assets associated to the case. D) Articles appearing in the knowledge sidebar.

Answer 77

A)Knowledge articles attached to the case.

Question 78

78."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 workflow rules to send an email to the customer B) Use escalation rules to assign the case to a case queue C) Use auto-response rules to send an email to the customer D) Use assignment rules to assign the case to a case queue

Answer 78

A) Use workflow rules to send an email to the customer

Question 79

79."Universal containers is having trouble with adoption of its knowledge base. Customers have reported difficulty location they need. The following facts are known: * Data categories are used to indicate which contact center and business unit authored the article. * Articles have drastically different types of content mixed together (e.g. FAQ, product manuals and install guides). * Agents are not consistency completing all article fields. What should the consultant recommend as a first step in improving the usability of the knowledge base? A) Add a data category to indicate content type and enable workflow rules. B) Use a Visual Force page to enable more granular search filtering. C) Create article types for each content type and implement an approval process. D) Create article types for each business unit and have supervisors review articles.

Answer 79

C) Create article types for each content type and implement an approval process.

Question 80

80."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? A)Use Chatter case feed and case teams to monitor cases B) Use an escalation rule to move cases into the product manager queue C) Use a workflow rule to send an email to the product manager D) Use an assignment rule to assign new cases to the product manager

Answer 80

C) Use a workflow rule to send an email to the product manager

Question 81

81."UC wants to use the Service Cloud console and Computer Telephony Integration (CTI) with its contact center infrastructure. The telephony vendor has verified that its current infrastructure supports integration with Salesforce. What must be taken into consideration to meet this requirement? A)The CTI adapter supports the Service Cloud console push notifications for field or record changes B) The number of intended Service Cloud console apps will not exceed the CTI adapter limits C) The CTI adapter must be developed using the CTI Toolkit version 3.0 or higher or Open CTI D) The CTI adapter requires the Service Cloud console highlights panel for Softphone control

Answer 81

C) The CTI adapter must be developed using the CTI Toolkit version 3.0 or higher or Open CTI

Question 82

82."UC is in the process of setting up a business-to-business (B2B) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement? A)Milestones B) Cases C) Assets D) Service contracts

Answer 82

D) Service contracts

Question 83

83."UC's 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 What 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) A knowledge management system D) An enterprise resource planning system

Answer 83

D) An enterprise resource planning system

Question 84

84.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) Document the requirements gap and communicate development options to the project team C)Adjust the project scope to accommodate the new requirements and continue with original project schedule D) Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.

Answer 84

B) Document the requirements gap and communicate development options to the project team

Question 85

85."UC must 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 the 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. What solution should a consultant recommend? (choose two) A)Create a custom web service to handle invoice inserts and updates from the billing system 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 related list D) Create a Visualforce page that retrieves payment information via a Web Service callout

Answer 85

B) Create a custom tab of type URL that displays a search page from the billing system D) Create a Visualforce page that retrieves payment information via a Web Service callout

Question 86

86."UC is in the process of implementing Service Cloud. In which order should the data be migrated? A) Users, accounts, contacts, cases B) Accounts, contacts, cases, users C) Users, contacts, accounts, cases D) Accounts cases, users, contacts

Answer 86

A) Users, accounts, contacts, cases

Question 87

87."A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs. Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3): A)Create the data categories and set up the data category values. B)Set up a zip file that contains the CSV, HTML, and image files. C) Create the custom fields for the slide type D) Set up the article actions and assign publishers to each action E) Set the publication status of the article to draft status

Answer 87

A)Create the data categories and set up the data category values. B)Set up a zip file that contains the CSV, HTML, and image files. D) Set up the article actions and assign publishers to each action

Question 88

89."Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements. Which customer requirement would require the use of Email-to-Case? A)Accepts email attachments larger than 10 MB B) Accepts attachments from emails C) Handles more than 10,000 emails a day D) Requires the use of Transport Layout Security (TLS)

Answer 88

A)Accepts email attachments larger than 10 mb

Question 89

90."UC is configuring the Service Cloud console to provide a unified desktop for agents. Which solution would require custom application development? Choose 3 answers: A)Displaying real time visual indicators when lists and records are changed B) Displaying a technical diagram of a registered product related to the case C) Creating a button to send an email response and re-queue the case D) Displaying basic data from a legacy enterprise resource planning system E)Providing a Knowledge sidebar to suggest a solution related to the case

Answer 89

A)Displaying real time visual indicators when lists and records are changed B) Displaying a technical diagram of a registered product related to the case D) Displaying basic data from a legacy

Question 90

91."The IT help desk at UC is divided into two tiers to handle escalations. The company would like to improve the collaboration among help desk agents and reduce the number of issue escalations. What solution should a consultant recommend? A)Enable Chatter on Knowledge articles B) Allow agents to add comments to each other's cases C) Use Chatter Answers for the help desk D) Create a Chatter group for the help desk

Answer 90

D) Create a Chatter group for the help desk

Question 91

92."Which Service Cloud tool requires the least agent involvement to resolve a customer issue? A)Salesforce for Twitter B) Live Agent C) Salesforce Knowledge D)Open CTI

Answer 91

C) Salesforce Knowledge

Question 92

93."UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers: A)Number of closed cases B) Number of lead referrals C) Number of attempts to contact D) Number of outbound calls per day

Answer 92

C) Number of attempts to contact D) Number of outbound calls per day

Question 93

94."What process is a use case for Visual Workflow? Choose 3 answers: A)Field validation during case creation B) Caller verification and creation of a new case C) Decision-based troubleshooting for representatives D) Assignment of email to a case queue based on subject E)Cross-sell promotions for representatives

Answer 93

B) Caller verification and creation of a new case C) Decision-based troubleshooting for representatives E)Cross-sell promotions for representatives

Question 94

95."Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook? A) Enable social profile and add assignment rules to the case object B) Enable social profile and add workflow rules to the contact object C) Use Twitter-to-Case and add workflow rules to the case object D) Use the routing queues provided with Salesforce for Twitter and Facebook

Answer 94

A) Enable social profile and add assignment rules to the case object

Question 95

96."What can universal containers do to reduce costs and immediately improve contact center agent productivity? (Choose 2): A)Streamline the agent interface. B) Enable templates for written responses. C) Offer supports through Facebook and Twitter. D) Implement team productivity dashboards.

Answer 95

A)Streamline the agent interface. B) Enable templates for written responses.

Question 96

97."A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution. What should be the first step in configuration and customization? A)Enable Chatter Messenger for the organization B) Enable Live Agent for the organization C) Create user profiles on permission sets D) Create an iframe to display the chat window

Answer 96

B) Enable Live Agent for the organization

Question 97

98."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 answers: A)Use auto response rule to send an email. B) Use escalation rule to send an email. C) Supervisors to investigate those cases. D) Identify those cases and assign to the closure team.

Answer 97

B) Use escalation rule to send an email. D) Identify those cases and assign to the closure team.

Question 98

99."Universal containers wants to streamline the troubleshooting process for inbound phone calls using visual workflow. A call greeting script to be created to perform the following: * Prompt agent to ask for the caller's geographic region. * Allow the agent to select a region from the picklist in the accounts object. * Present a list of services available in that region to the agent. What visual workflow element should a consultant use to accomplish this? Choose 3: A) Record update B) Assignment C) Screen D) Decision E) Record create

Answer 98

B) Assignment C) Screen D) Decision

Question 99

100."A contact center agent needs to respond privately to a Facebook post on the fan page. The post has been converted to a case using salesforce for Twitter and Facebook. How can the agent respond privately to the customer? A) The agent can post privately on Facebook for salesforce. B) The agent must change the case status before replying. C) The agent must invite the customer to another channel. D) The agent must use the ""Send private Message"" button on the case

Answer 99

A) The agent can post privately on Facebook for salesforce.

Question 100

101. "A customer analyzed its historical cases and found that over 50% of cases were created by users who forgot their passwords. Which action will reduce the amount of time that agents spend resolving these cases? A)Create a workflow rule to increase case priority for cases involving a forgotten password. B) Create a case assignment rule to assign all cases to a dedicated agent who resets passwords. C) Create an Apex trigger to reset the user's password if the case description contains the word ""forgotten"". D) Create an auto-response rule and email template with details on how users can reset their password

Answer 100

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

Question 101

102."Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed? A)Enable the case survey object for the customer portal B) Utilize an AppExchange package to handle customer surveys C) Create a validation rule for case survey email templates D) Modify the user interface settings for the case survey sidebar

Answer 101

B) Utilize an AppExchange package to handle customer surveys

Question 102

103."What are the steps you would take before you do an article migration? (Choose 2): A) Create fields and article types B) Create the zip file with html, rich text field C) Create data categories

Answer 102

A) Create fields and article types B) Create the zip file with html, rich text field

Question 103

88."What metric should a contact center manager consider to measure adoption of Salesforce Knowledge? Choose 2 answers: A)Number of cases escalated by agent B) Number of articles created by agent C) Number of solutions created by agent D) Number of articles attached to a case

Answer 103

B) Number of articles created by agent D) Number of articles attached to a case

Question 104

104."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 integrated voice response C) Bypass entitlement verification D) Use suggested Knowledge articles

Answer 104

B) Use integrated voice response D) Use suggested Knowledge articles

Question 105

105."The UC contact center offers support via email, the Internet, and a Service Cloud portal. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which report should the contact center manager present to executive management? Choose 2 answers: A) Number of cases closed by a self-service user B) Number of IVR inquiries without agent involvement C) Number of cases created using portal D) Average call handle time by team

Answer 105

A) Number of cases closed by a self-service user C) Number of cases created using portal

Question 106

106."UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers: A)Implement Service Cloud console to support agents B) Leverage Live Agent for web-based chat C) Enable service contracts and entitlements D) Implement Salesforce Knowledge on a portal

Answer 106

B) Leverage Live Agent for web-based chat D) Implement Salesforce Knowledge on a portal

Question 107

107."Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? A) Open cases by reason. B) Cases created by type. C) Average case stage duration. D) Case volume by channel.

Answer 107

C) Average case stage duration.

Question 108

108."Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2): A) Average days to close B) First call resolution C) Average handle time D) Abandon rate

Answer 108

B) First call resolution D) Abandon rate

Question 109

109.What is the capability of case feed? A)Add custom visual force pages to the case feed page layout. B)Enable call control using the CTI case feed publisher. C) Embed case feed functionality within a visual force page. D) Switch from case feed to standard detail pages using a console component

Answer 109

C) Embed case feed functionality within a visual force page.

Question 110

110."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? A) Make contact center representatives accessible 24/7 to distribute the call volume. B) Redirect users from the company site to social media forums about the products. C) Hire contact center representatives that specialize in each of the product categories. D) Make knowledge base articles and community answers accessible on its website.

Answer 110

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

Question 111

111."The contact center manager at UC is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric? A)Interactive voice response B) Skills-based routing C) Workforce management D) Private branch exchange

Answer 111

B) Skills-based routing

Question 112

112."What support strategy will enable an organization to improve its overall capability for handling customer support inquires without increasing the number of call center agents? A)Computer telephony integration. B) Knowledge-centered support. C) Facebook integration. D) Entitlement management

Answer 112

B) Knowledge-centered support.

Question 113

113."What are some uses of www.trust.salesforce.com in business continuity planning? Choose 3 answers: A) To provide best practices for continuity plans B) To provide information regarding planned maintenance C) To provide live and historical data on system performance D) To provide online security threat information E)To provide live support for system and data backup

Answer 113

B) To provide information regarding planned maintenance C) To provide live and historical data on system performance D) To provide online security threat information

Question 114

114."UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement? A)Assign team-based roles to the associated product article types B) Assign team-based profiles to the associated product article types C) Assign team-based roles to the associated product data category value D) Assign team-based profiles to the associated product data category value

Answer 114

C) Assign team-based roles to the associated product data category value

Question 115

115."Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to knowledge base. Which metric should the service manager monitor? A)Number of customer ratings B) Number of approved articles C) Number of article votes D) Number of archived articles

Answer 115

C) Number of article votes

Question 116

116."Which document should be created to support the initial planning phase of an implementation project? (Choose 2): A)Requirements traceability matrix B) Solution design document C)Project milestones D) Project kickoff presentation

Answer 116

C)Project milestones D) Project kickoff presentation

Question 117

117."Universal containers want support agents to have the ability to work on multiple cases at the same time. What should a consultant recommend to meet this requirement? A)Configure and utilize the service cloud console. B) Configure and utilize the agent console. C)Create a visual force page to display multiple cases. D) Open multiple salesforce windows at the same time.

Answer 117

A)Configure and utilize the service cloud console.

Question 118

118."Universal containers assigns its contact center agents to certain interaction channels and would like to optimize based on their assigned interaction channels. What should a consultant recommend to meet this requirement? A)Create multiple agent console applications and configure the layout based on the user's requirements. B) Create case page layouts for each interaction channel and assign them to different agent profiles. C) Create a service cloud console layout and allow the agents to drag and drop the components they need. D) Create multiple service cloud console applications and configure them based on the user's requirement

Answer 118

D) Create multiple service cloud console applications and configure them based on the user's requirement

Question 119

119."UC is developing its strategy for social customer service. It would like to build a business case to fund a larger investment in social media and have a dedicated social media support team. The company's requirements include the ability to: -Monitor Facebook fan page for new posts from customers. -Link new posts to an existing customer record. -Respond to posts from the existing Service Cloud console. What should UC do immediately to begin providing social customer service? A)Create a Force.com app for Facebook monitoring B) Install Salesforce for Facebook and Twitter C) Enable Salesforce social profiles on contacts D) Integrate Facebook to its existing customer portal

Answer 119

B) Install Salesforce for Facebook and Twitter

Question 120

120."Integrate with Facebook and Twitter, monitor negative posts. A)Use TwitterForce B) Use Salesforce and Google Analytics C) Use Social Hub

Answer 120

C) Use Social Hub

Question 121

121."Universal Electric initiates cases based on electronic transmissions from power units. The case management process is as follows: -A work order is submitted to a field service team to perform a technical review. -After the technical review, an agent needs to contact the customer to review the activities. -Cases can only be closed after the customer review has been completed. UE needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. What should the consultant consider to meet these requirements? Choose 3 answers: A) Work order and customer contact escalation requirements B) Account team relationship to the primary contact C) Total number of account and contact records in the database D) Visibility and access to the work order records E)Case closure rules on the original case

Answer 121

A) Work order (RMA) and customer contact (FSR) escalation requirements D) Visibility and access to the work order records E)Case closure rules on the original case

Question 122

122."UC 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 Visualforce page called Knowledge sidebar on the case page layout C) Create a Service Cloud console and enable the Knowledge sidebar on the case page layout D) Enable the Knowledge sidebar related list on the case page layout

Answer 122

C) Create a Service Cloud console and enable the Knowledge sidebar on the case page layout

Question 123

123."Customers can contact universal appliances to report problems with their appliances within 30days of delivery. Support agents need quick-view-only access to an external database that stores over 100000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? Choose 2 answers: A)Use SOAP API to integrate the external database with salesforce. B) Use Bulk API to load the product bug data into salesforce. C) Display product bug data in salesforce via visual force page. D) Create a custom product bug object and import the data into salesforce

Answer 123

A)Use SOAP API to integrate the external database with salesforce. C) Display product bug data in salesforce via visual force page.

Question 124

124."The business and IT leaders at UC have agreed to implement Information Technology Infrastructure Library (ITIL) for its IT Help Desk. Which benefits will result from a successful ITIL implementation? Choose 3 answers: A)Aligning IT and the business which allows IT to better understand current and future needs of the business B) Delivering IT services that are focused on functionality rather than usability C) Setting customer expectations with predictable processes that are consistently used by the organization D)Create service levels between IT and the business to provide value at an agreed upon cost E) Achieving cost savings by utilizing operational resources only for the duration of the project implementation

Answer 124

A)Aligning IT and the business which allows IT to better understand current and future needs of the business C) Setting customer expectations with predictable processes that are consistently used by the organization D)Create service levels between IT and the business to provide value at an agreed upon cost

Question 125

125."UC wants to display a list of open cases, data from an external system, and Knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement? A)Create a custom Visualforce page to display case list view, external system and Knowledge articles B) Configure the agent console and display the articles, case view, and external system custom object C) Configure the Service Cloud console, integrate the external system, and enable Knowledge D) Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar

Answer 125

D) Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar

Question 126

126."For which purpose should a contact center use visual workflow? A) To escalate a case to the support manager if it has been open for more than 72 hours. B) To automatically assign cases to a specific queue based on the customer support level. C) To assign follow-up tasks to an agent one week after a case is closed. D) To automate business processes for agents who troubleshoot customer support issues via phone.

Answer 126

D) To automate business processes for agents who troubleshoot customer support issues via phone.

Question 127

127. Universal containers purchased knowledge and would like to implement it as soon as possible. What approach should a consultant recommend? Choose 1 A)Create a knowledge visual force component within the service cloud console. B) Create a knowledge visual force component on the case detail page. C) Activate the knowledge sidebar within the service cloud console. D) Activate the knowledge sidebar on the case detail page.

Answer 127

C) Activate the knowledge sidebar within the service cloud console.

Question 128

128."UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center? A)Automatic call distributor and interactive voice response B) Workforce management and customer satisfaction score C) Average handling time and first call resolution time D) Agent skill-based routing and predictive dialer

Answer 128

A)Automatic call distributor and interactive voice response

Question 129

129."Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case. Which solution will create and route the field service dispatch record when the case is saved? A)Use a workflow rule with an action B) Use a validation rule C) Use a case assignment rule D) Use an Apex trigger

Answer 129

D) Use an Apex trigger

Question 130

130."A contact center manager is looking for ways to reduce overall cost per case. What Salesforce metric should the contact center manager evaluate? Choose 2 answers: A) Average customer satisfaction score by case B) Average number of activities per case C) Average number of articles attached to a case D) Total number of cases by origin

Answer 130

B) Average number of activities per case C) avarage number of articles attached to a case

Question 131

131."The UC support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? Choose 2 answers: A)Create case teams and introduce swarming to resolve cases B) Enable the Service Cloud console and Knowledge sidebar for agents C) Enable and use Chatter feed tracking in the case object D) Create escalation rules to re-assign cases after SLAs have expired

Answer 131

A)Create case teams and introduce swarming to resolve cases C) Enable and use Chatter feed tracking in the case object

Question 132

132."Universal containers has implemented service cloud in their call center and would like too integrate it with their existing telephone system. All members of staff use a standard build for desktop computers and the IT department has indicated that they a produce a custom desktop build for the call center staff. Which solution should a consultant recommend? A)Move to a cloud-based telephony system. B)Implement an adapter using the telephony/API C)Implement an adapter built on open CTI D)Build an adapter using the CTI toolkit.

Answer 132

C)Implement an adapter built on open CTI

Question 133

133."A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use? A) Email to Case B)On Demand Email to Case C) Web to Case D) Community

Answer 133

A) Email to Case

Question 134

134."Which step should a consultant take to import articles into Salesforce Knowledge? Choose 2 answers: A) Use the data loader to import unstructured articles B) Use change sets to import data categories C) Map articles with HTML sections to rich text area fields D) Create a separate .csv file for each article type

Answer 134

C) Map articles with HTML sections to rich text area fields D) Create a separate .csv file for each article type

Question 135

135."UC 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, contract line items, and entitlements B) Entitlement processes, contracts, milestones, and milestone actions C) Entitlement processes, contract line items, milestones, and entitlements D) Entitlement processes, milestone, milestone actions, and entitlements

Answer 135

B) Entitlement processes, contracts, milestones, and milestone actions

Question 136

136. "UC wants to provide its 20 million customers with a portal where they can: -Submit inquires -Monitor the status of those inquiries -View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers? A) Partner portal B) Service Cloud portal (Customer Community) C) Enterprise admin D) Sites

Answer 136

B) Service Cloud portal (Customer Community)

Question 137

137.Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing the kit usage information by patient. The regional processing team reviews these requests and awards coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud? Choose 1 A)Enable the self-service portal and generate logins for the hospital staff by region B) Use cases to track the credit requests and route them to regional teams using assignment rules C) Design a custom object to track credit requests and route them regionally using assignment rules D)Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules

Answer 137

B) Use cases to track the credit requests and route them to regional teams using assignment rules

Question 138

138.Universal Containers is using the Service Cloud in its contact center. The contact center manager wants to deploy Answers Community. What should a consultant recommend to integrate Answers into its Service Cloud implementation? (Choose 2): A)Create a draft Knowledge article from a reply using the promote article button. B)Use the close and resolve button on the case page layout to close a case and mark the question resolved. C) Allow administrators and trusted community members to escalate a question into a case. D) Display up to three category groups to help organize questions for easy browsing

Answer 138

A)Create a draft Knowledge article from a reply using the promote article button. C) Allow administrators and trusted community members to escalate a question into a case.

Question 139

139.An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers: A)Mix telephony interactions with email and chat B)Extend benefits to part-time agents C) Provide additional training on tools and process D) Allow shift trading between agents

Answer 139

B)Extend benefits to part-time agents D) Allow shift trading between agents

Question 140

140."Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2): A)First call resolution B) Average handle time C) Upsell percentage D) Customer retention

Answer 140

A)First call resolution B) Average handle time

Question 141

141.What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2): A)First contact resolution rate B) Number of total cases handled C) Total number of solutions created by agent D) Average number of knowledge articles published

Answer 141

A)First contact resolution rate B) Number of total cases handled

Question 142

142.A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal. What is a key consideration when configuring a customer portal? A) Users cannot own records B) Users can download and view content C) Users are not associated with a role in the hierarchy D) Users can be part of a case team

Answer 142

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

Question 143

143."What is needed to verify or configure to properly set up web-to-case for AW Computing? Choose 2 A)Excalation Rule B) Auto Response Rule C) Workflow Action D) Email Templates

Answer 143

B) Auto Response Rule D) Email Templates

Question 144

144."This about AW Computings Desirec process for ensuring the right agent works on each case as soon as its created. Which Service Cloud feature contributed to a more efficient and automated routing process? Choose 2 A) Case Assignemnet Rules B)Validation Rules C) Case Escalation Rules D) Case Queues

Answer 144

A) Case Assignment Rules D) Case Queues

Question 145

146."What can support agents at AW Conputing do with Salforce Console for Service? (choose two) A) The can access the Salesforce Console from the Call Center app B) They can access the softphone pop-up from the footer instead of sidebar C) They can see Case, Account, anc contacts tabs on one screen D) They can un telephony reports for average hold and talk times

Answer 145

B) They can access the softphone pop-up from the footer instead of sidebar C) They can see Case, Account, anc contacts tabs on one screen

Question 146

147.Which feature of Solutions applies to AW Computing's Service Cloud implementation? A)Solutions can be categorized to improve search results B) Solutions can only be assigned to one category C) Solutions can be exposed to customer access from sites and portals D) Solutions require additional licenses with the Service Cloud.

Answer 146

A)Solutions can be categorized to improve search results

Question 147

148."Which features of Saleforce Knowledge are true when implementing Service Cloud (choose two) A) Support agents can see which article version was shared with a customer B) A support agent can create an article while still working on a case C) Solution categories allow for more readable, consistent, and relevant articles D) Licensing for Solutions provides the ability to expose articles to customers on a website

Answer 147

A) Support agents can see which article version was shared with a customer B) A support agent can create an article while still working on a case

Question 148

149."Which task should be included in a business continuity plan for a contact center? (There are three correct answers.) A) Route cases to agents in an alternate center. B) Disable the Interactive Voice Response (IVR) system. C) Deliver training on case handling for contingent staff. D) Update the case status field values. E) Monitor service level agreements (SLAs) and notify customers

Answer 148

A) Route cases to agents in an alternate center. C) Deliver training on case handling for contingent staff. E) Monitor service level agreements (SLAs) and notify customers

Question 149

150.Universal Containers plans to deploy the new Service Cloud console to its support team. Which steps should be considered in deployment? (There are three correct answers.) A) Customize highlight panels for all objects. B) Set up interaction logs and assign them to user profiles. C) Assign users the Service Cloud User feature license. D) Set up users and assign them to a queue. E)Customize case list views.

Answer 149

A) Customize highlight panels for all objects. B) Set up interaction logs and assign them to user profiles. C) Assign users the Service Cloud User feature license.

Question 150

151.Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles. How should the permissions for article managers be set up? A) Create public groups with article managers and assign each group to specific article actions. B) Create publication teams with article managers and assign each team to specific article actions. C) Create public groups with article managers and assign each group to specific publication states. D) Create publication team

Answer 150

A) Create public groups with article managers and assign each group to specific article actions.

Question 151

152.Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support. Which three options should UC consider when planning its implementation? A)What types of information they need to publish. B)Who can approve and manage the information published. C) How information should be categorized. D)Where call center support agents are located. E)When the knowledge maintenance window is available.

Answer 151

A)What types of information they need to publish. B)Who can approve and manage the information published. C) How information should be categorized.

Question 152

158.Global Education Centre would like to implement Omni Channel within Service Cloud for their representatives. What is the first step an Administrator is required to perform in order to configure Omni Channel? A) Enable omnichannel in setting part of setup B) Contact salesforce to make sure its enabled C)Assigne users to omni channel permissons d) assign users to the omni channel feature license

Answer 152

A) Enable omnichannel in setting part of setup

Question 153

153.What is not one of the four concepts of KCS (Knowledge Centered Service) A)Create content as a by-product of resolving issues B) Evolve Content C) Develop a knowledge base D) Critique those providing content E)Reward Sharing, learning collaboration

Answer 153

D) Critique those providing content

Question 154

154.Universal Containers has taken 200,000 cases from their legacy ticketing systems and loaded them into Salesforce last week. Their last backup was 90 days ago. What do you recommend UC do to resolve their issue? A)Call Salesforce to roll back B) Manually correct the records C) Use data loader to delete the records D) Use the back up from 90 days ago

Answer 154

C) Use data loader to delete the records

Question 155

155.Set the order in the data load procedure in the rights sequence: A) Prepare, Plan, Test, Execute, Validate B) Plan, Prepare, Test, Execute, Validate C) Plan, Prepare, Validate, Execute, Test D) Prepare, Plan, Validate, Execute, Test

Answer 155

C) Plan, Prepare, Validate, Execute, Test

Question 156

156. Universal Containers wants to make quick deployments based on evolving priorirites. What methodology would you recommend: A)Kanban B) Agile C) Waterfall D) Six Sigma E)RAD

Answer 156

B) Agile

Question 157

157."Universal Containers wants to use a sandbox with real data in it. Which Sandboxes three would you recommend? A)Fresh Test Sandbox B) Test Sandbox C) Full Sandbox D) Partial Sandbox E)Developer Pro

Answer 157

C) Full Sandbox D) Partial Sandbox E)Developer Pro

Question 158

159.Customer service center has agents who are fluent in Spanish. They would like to route cases to them based on the language of the text. What would a consultant recommend to implement this? A)omni-channel B) public groups C)Case Assignment Rules D)Visual Workflow

Answer 158

C)Case Assignment Rules

Question 159

160.What can you do to reduce clicks for service people in the console? Choose 2. A)Macros B)Keyboard shortcuts C) Pre-live agent form D) Quick Text

Answer 159

A)Macros

Question 160

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

Answer 160

B) Set up a Salesforce Customer Community that will allow customers to create cases online C)Create reports to analyze call data in order to understand peak times and ensure adequate staffing

Question 161

3.Universal Containers needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this. Which solution should a Consultant recommend? A) Workflow driven outbound messaging B) Visualforce page APEX SOAP async callout C) Scheduled batch Apex processing job D) RESTful services with GET, POST, or PUT

Answer 161

A) Workflow driven outbound messaging

Question 162

5.Universal Containers wants to ensure Cases are handled both effectively and by the right agents, distributing the load, so 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 most capacity to take on new work C) Route to agents with the most cases closed for that topic D) Route to agents with the least amount of active assigned work

Answer 162

B) Route to agents with the most capacity to take on new work D) Route to agents with the least amount of active assigned work

Question 163

6.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 utilised? 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 163

A)Create a data retention plan that archives or purges Cases at regular intervals C)Optimize queries to reduce the scope of Cases included with each search

Question 164

7.The support manager at Universal Containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should a Consultant recommend? A)Create a report using the Case Lifecycle report type B) Create a report using the Case Historical Trending report type C) Create a report using the Case Age report type D)Create a report using the Case Snapshot report type

Answer 164

A)Create a report using the Case Lifecycle report type

Question 165

8.Universal Containers wants to deploy Live Agent as a new support channel and wants its Support Agents to be able to respond to chats quickly. Which two features should a consultant recommend? Choose 2 answers A)Activate quick text B)Configure LiveMessage C)Deploy Pre-Chat Form D)Create quick actions

Answer 165

A)Activate quick text C)Deploy Pre-Chat Form

Question 166

9.The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks. Which feature allows users to more efficiently process a case in the service console? A)Collapsible Sidebar Components B)Multiple Monitors Components C)Configure Macros D)Console Keyboard Shortcuts

Answer 166

C)Configure Macros

Question 167

10.Universal containers has tech Support and general customer service teams that use unique service console applications. Which two configurations should a consultant use when deploying the console? Choose 2 answers A)Assign users a Permission Set with access to the service console app B) Assign users a Sharing Rule with access to the service console app C) Assign users to a Public Group with access to the service console app D) Assign users a Profile with access to the service console app

Answer 167

A)Assign users a Permission Set with access to the service console app D) Assign users a Profile with access to the service console app

Question 168

12.A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation?Choose 3 answers A)Number of Chatter files attached to cases B) Number of published article views C) Number of articles associated to cases D) Number of content packs attached to cases E) Number of successful keyword searches

Answer 168

B) Number of published article views C) Number of articles associated to cases E) Number of successful keyword searches

Question 169

13.To manage the publishing lifecycle for articles in Salesforce Classic Knowledge, the contact center director wants to provide article managers with various publishing capabilities. Which configuration should be recommended to meet this objective? A)Assign article managers to publication teams and specific publication states to each team B) Assign article managers to public groups and specific article actions to each group C) Assign article managers to publication teams and specific article actions to each team D) Assign article managers to public groups and specific publication states to each group

Answer 169

B) Assign article managers to public groups and specific article actions to each group

Question 170

14.Universal Containers has created a new partner on-boarding process that requires an agent to create ten open activities that correlate to a step of the on-boarding experience. Creating activities is labor-intensive and can take up to 20 minutes each to complete. What is the most cost-effective solution to create these activities? A)Hire a certified developer to write an apex trigger that creates each new activity B) Provide a macro that will automatically create the activities when executed C) Add an object -specific custom quick action to create new activities D) Assign a single agent to create the activities on all new onboarding cases

Answer 170

B) Provide a macro that will automatically create the activities when executed

Question 171

14.Universal Containers has created a new partner on-boarding process that requires an agent to create ten open activities that correlate to a step of the on-boarding experience. Creating activities is labor-intensive and can take up to 20 minutes each to complete. What is the most cost-effective solution to create these activities? A)Hire a certified developer to write an apex trigger that creates each new activity B) Provide a macro that will automatically create the activities when executed C) Add an object -specific custom quick action to create new activities D) Assign a single agent to create the activities on all new onboarding cases

Answer 171

B) Provide a macro that will automatically create the activities when executed

Question 172

15.Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers A) Agents can use telephony on a wide range of browsers and operating systems while only developing once B) Developers can embed API calls and processes on web pages to automate call handling processes C) Developers can integrate with any telephony platform available with little to no need for customisation D) Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray

Answer 172

A) Agents can use telephony on a wide range of browsers and operating systems while only developing once B) Developers can embed API calls and processes on web pages to automate call handling processes

Question 173

16.Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers A)Customer Community B)Web-to-Case C)Live Agent D)Knowledge Base E)Chatter Answers

Answer 173

A)Customer Community D)Knowledge Base E)Chatter Answers

Question 174

20.Universal Containers Contact Center wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solutions should a Consultant recommend? Choose 2 answers A) Customer Community B)Service Cloud Console C)Automatic Call Distribution D)Knowledge Base

Answer 174

A) Customer Community D)Knowledge Base

Question 175

21.Universal Containers needs to customize Salesforce to improve its Support Agents experience so they can work more efficiently. Choose 2 Which feature requires Service Console? A)Utility Bar B)Access to Knowledge Articles C)Open multiple case records as tabs and sub tabs D)Unique page layouts for each Case Record Type

Answer 175

B)Access to Knowledge Articles C)Open multiple case records as tabs and sub tabs

Question 176

22.The VP of Service at Universal Containers is looking for ways to reduce contact center costs. Which two metrics should the Consultant recommend? Choose 2 answers A)Time to Answer B)Average Handle Time C)First Call Resolution D)Service Level Agreements

Answer 176

B)Average Handle Time C)First Call Resolution

Question 177

23.Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers. Which method should a Consultant recommend for importing this data into Universal Containers Service Cloud instance? A) Java Language Specific Toolkit B)Bulk Data Transfer API C)Data Integration via SOAP API D)Cloud -to -Cloud Integration Toolkit

Answer 177

B)Bulk Data Transfer API

Question 178

24.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)Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console B)Recommend opening the case list view in a separate browser tab and use the window alongside the case view C)Configure the Case list under custom console components so users can view the list view along with the case view D)Build a custom Visualforce page with the list view and assign it to the console sidebar

Answer 178

A)Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console

Question 179

26.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)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 B)Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types C)Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content D)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

Answer 179

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

Question 180

27.Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers A)On a utility bar of the Lightning App B)On a record Highlights Panel C)On a record Activity Feed list D)On the Calendar right hand panel

Answer 180

A)On a utility bar of the Lightning App B)On a record Highlights Panel

Question 181

28.Universal Containers agents often need to access the same cases, contacts and orders multiple times per day. What should a consultant recommend to meet this requirement? A)Embed a "Recent Items" Visualforce component into the Salesforce Console for Service B)Enable the "Access Recent Items" user permission on the user profiles C)Create a custom list view for cases, contacts, and orders and pin them to the side bar D)Enable the "History" component within the Salesforce Console for Service

Answer 181

D)Enable the "History" component within the Salesforce Console for Service

Question 182

32.The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers A)Dynamic list updates B) Quick Text C)Resizeable split view D)Interaction logs E) Case hover

Answer 182

A)Dynamic list updates C)Resizeable split view D)Interaction logs

Question 183

32.The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers A)Dynamic list updates B) Quick Text C)Resizeable split view D)Interaction logs E) Case hover

Answer 183

A)Dynamic list updates C)Resizeable split view D)Interaction logs

Question 184

35.Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers A)Run and view Salesforce reports B)Update case data for a customer C)Post report information on Chatter D)Review existing cases for an account

Answer 184

A)Run and view Salesforce reports D)Review existing cases for an account

Question 185

37.An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers A)Number of leads created B)Number of sales queues C)Average queue time per agent D)Opportunities per channel E)Cost per call

Answer 185

A)Number of leads created D)Opportunities per channel E)Cost per call

Question 186

37.An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers A)Number of leads created B)Number of sales queues C)Average queue time per agent D)Opportunities per channel E)Cost per call

Answer 186

A)Number of leads created D)Opportunities per channel E)Cost per call

Question 187

38.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) Train users to scroll through the case page layout to look for product -related information or customer -related information 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)Configure two consoles for agents: one for product -related cases and one for other cases. Allow agents to choose the console based on case type.

Answer 187

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.

Question 188

39.Universal Containers is implementing Salesforce Classic Knowledge and immediately wants to begin building a repository of frequently asked questions (FAQ) encountered by contact center agents. How can this be accomplished? A)Create a FAQ article type and configure the enable suggested articles option in support settings B) Define a data category called FAQ and assign category visibility to users in the contact center role C) Enable Ideas for contact center agents and have them submit FAQ articles at the time a case is closed D) Create a FAQ article type and enable the submit articles feature on the case close page layout

Answer 188

D) Create a FAQ article type and enable the submit articles feature on the case close page layout

Question 189

40.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)Set up Milestones B) Enable Work Orders C) Create an Entitlement Process D) Configure Service Contracts

Answer 189

A)Set up Milestones C) Create an Entitlement Process

Question 190

41.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)Communities B) Chatter Questions C) Public Knowledge D)Field Service E)Macros

Answer 190

A)Communities B) Chatter Questions C) Public Knowledge

Question 191

42.Universal Containers is implementing a call center using CTI (Computer Telephony Integration). Which three items, at a minimum, must be implemented and deployed to ensure success? Choose 3 answers A) Install CTI Adapter using Open CTI B) Deploy Call Center Directory C)Configure Call Center definition D) Configure IVR auto response E)Assign users to a Call Center

Answer 191

A) Install CTI Adapter using Open CTI C)Configure Call Center definition E)Assign users to a Call Center

Question 192

43.Universal Containers would like 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) Chatter B) Omni -Channel C) Publisher Actions D) Macros E)Quick Text

Answer 192

C) Publisher Actions D) Macros E)Quick Text

Question 193

44.Milestones can be added to which three Object types? Choose 3 answers A)Entitlement B)Work Order C) Case D) Account E)Service

Answer 193

A)Entitlement B)Work Order C) Case

Question 194

46.The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed? A)Provide the Service Manager with edit permissions to the standard Knowledge Article views B)Provide the Service Manager with edit permissions to the standard Knowledge Article reports C)Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date D)Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date

Answer 194

C)Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date

Question 195

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

Answer 195

A)Install Knowledge Base Dashboards and Reports AppExchange package

Question 196

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

Answer 196

A)On-Demand-Email-to-Case

Question 197

49.Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge. Which three statements must be considered Choose 3 answers A)One .csv import file is uploaded for all article types B)A separate .csv import file is uploaded for each article type C)Attachments and .html files must be referenced in a corresponding .zip D)A separate .csv import file is uploaded for each data category E)Each article must be associated to an article type

Answer 197

A)One .csv import file is uploaded for all article types C)Attachments and .html files must be referenced in a corresponding .zip E)Each article must be associated to an article type

Question 198

50.Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers A)Number of open cases per day B)Number of new customers added C)Number of closed cases on first call D)Average number of days to close cases E)Number of cases escalated

Answer 198

C)Number of closed cases on first call D)Average number of days to close cases E)Number of cases escalated

Question 199

51.A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers A)All Cases closed Month -to -date B)All open Cases by Channel C)Case resolution time D)All Cases by Customer E)All open Cases by Priority

Answer 199

B)All open Cases by Channel C)Case resolution time E)All open Cases by Priority

Question 200

53.The vice president (VP) of customer support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing". Universal Containers has recently deployed a new toll free interactive voice response (IVR) system and Knowledge base. The VP has asked management team to make additional system enhancements to fulfil the mission statement. What should the consultant recommend to achieve the mission statement? Choose 3 answers A)Create a central "contact us" page which provides access to the available channels B)Enforce that customers must search the knowledge base before they can see the contact us page C)Optimize the customer community for mobile devices to have access to same support as desktops D)Enable customers to be emailed FAQs by accessing the interactive voice response 24 per day E)Replace the existing "Chat Now" button on the customer community with toll free phone number

Answer 200

A)Create a central "contact us" page which provides access to the available channels C)Optimize the customer community for mobile devices to have access to same support as desktops D)Enable customers to be emailed FAQs by accessing the interactive voice response 24 per day

Question 201

62.Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center?Choose 2 answers A)Interactive Voice Response B)Computer Telephone Integration C)Social Customer Service D)Live Agent

Answer 201

C)Social Customer Service D)Live Agent

Question 202

63.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)Use a community template to set up their customer community B)Enable web -to -case on their public website C)Enable Live Agent in their community to chat with an agent D)Add the Question action to Chatter in the community publisher

Answer 202

A)Use a community template to set up their customer community D)Add the Question action to Chatter in the community publisher

Question 203

66.Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers A)Email Alert B)Email Relay C)Email Template D)Assignment Rule E)Workflow Rule

Answer 203

A)Email Alert C)Email Template E)Workflow Rule

Question 204

67.Universal Containers regularly has issues with customers that need complex, hands-on technical support with high-priority issues in hard -to -visit places. What should a Consultant recommend for reliable real-time support to customers with these restrictions? A)Customer Community B)Field Service Lightning C)Salesforce Knowledge D)SOS Video Chat

Answer 204

D)SOS Video Chat

Question 205

68.Universal Containers Tier 1 Support Call Center has realized an increase in call volume on a new product line. In addition, the Tier 1 Agents are having trouble resolving issues and have been escalating to Tier 2 for support. What should a Consultant recommend to reduce the call volumes and escalations? A)Configure IVR routing to bypass Tier 1 for the product line B)Create Knowledge Articles and publish internally and publicly C)Configure Omni -channel to assign cases directly to Tier 2 D)Create a dashboard to track and manage call volumes by type

Answer 205

B)Create Knowledge Articles and publish internally and publicly

Question 206

69.Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common, however, the maintenance cases have additional stages and fields that need to be captured. Which two features should a Consultant recommend to accomplish this objective? Choose 2 answers A)Record Types B)Approval Processes C)Support Processes D)Support Types

Answer 206

A)Record Types C)Support Processes

Question 207

71.Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend? A)Implement an adapter using the Telephony API B)Move to a cloud -based telephony system C)Implement an adapter built on Open CTI D)Build an adapter using the telephony vendor's toolkit

Answer 207

C)Implement an adapter built on Open CTI

Question 208

72.When adding a report chart to a Console Component, which three of the following should a Consultant consider? Choose 3 answers A)The report is shared with a Chatter Group B)The report has a standard Report Type C)The report contains a chart D)The report is a Summary or Matrix report E)The report chart is added to the Page Layout

Answer 208

C)The report contains a chart D)The report is a Summary or Matrix report E)The report chart is added to the Page Layout

Question 209

73.A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend? A)Define Article Types with Public Sharing Settings B)Define Data Categories with Custom Visibility C)Define Topics for each Knowledge article D)Define a Custom Field to identify the Subject

Answer 209

B)Define Data Categories with Custom Visibility

Question 210

76.When Support Agents are working on a case, the Support Manager at Universal Containers wants the agents to see the case number, case subject, and case description in the case highlights panel. How can a Consultant implement this functionality with configuration? A)Remove these fields from the page layout and add the fields to the highlights panel B)Add these fields to the page layout and add the components to the highlights panel C)Remove these fields from the page layout and add the components to the highlights panel D)Add the fields to the page layout and add the fields to the highlights panel

Answer 210

D)Add the fields to the page layout and add the fields to the highlights panel

Question 211

77.Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process?Choose 3 answers A)Publish ongoing updates to the community knowledge base with details about the upgrade B)Communicate information about the upgrade to customers in advance C)Send routine status updates to customers via Chatter during the upgrade D)Replace the default outage page with a custom page containing upgrade information E)Notify customers once the upgrade is completed and full services are restored

Answer 211

B)Communicate information about the upgrade to customers in advance D)Replace the default outage page with a custom page containing upgrade information E)Notify customers once the upgrade is completed and full services are restored

Question 212

78.The Service Manager at Universal Containers has configured Live Agent. However, the Agents are unable to see the Live Agent footer component in the console. Which configuration option should the Consultant verify? A)Verify that users are assigned the Live Agent feature license. B)Verify that users have access to the Live Agent public group. C)Verify that users have access to the Live Agent chat buttons. D)Verify that users are assigned the Live Agent user profile

Answer 212

A)Verify that users are assigned the Live Agent feature license.

Question 213

80.Universal Containers receives support requests through a variety of email addresses and web forms for different parts of the business. Which combination of features will ensure cases are handled most efficiently by the appropriate representatives? A)Escalation Rules, Queues, Public Groups, Live Agent B)Escalation Rules, Queues, Chatter Groups, Omni -Channel C)Case Assignment Rules, Queues, Public Groups, Omni -Channel D)Case Assignment Rules, Queues, Chatter Groups, Live Agent

Answer 213

C)Case Assignment Rules, Queues, Public Groups, Omni -Channel

Question 214

81.Universal containers provides customer support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers A)Article Types B)Record Types C)Page Layouts D)Support Processes E)Omni -Channel

Answer 214

B)Record Types C)Page Layouts D)Support Processes

Question 215

82.Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12 hours shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume. Which recommendation should the Consultant make in anticipation of higher call volume? A)Set up a customer survey for customers calling in to identify the severity and impact of the recall. B)Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time. C)Set up a private Knowledge Base to provide FAQs to customers affected by the recall to deflect calls. D)Set up IVR with an automated response for customers affected by the recall to deflect calls.

Answer 215

C)Set up a private Knowledge Base to provide FAQs to customers affected by the recall to deflect calls.

Question 216

83.Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers A)Configure Assignment Rules based on Case Priority. B)Add the Entitlements related list to the Account Page Layout. C)Create a Report of all active Entitlements grouped by Customers D)Configure Success, Warning, and Violation Actions for Milestones.

Answer 216

A)Configure Assignment Rules based on Case Priority. B)Add the Entitlements related list to the Account Page Layout.

Question 217

85.Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data. Which three Sandbox types can be used to accomplish this? Choose 3 answers A)Administrator Sandbox B)Partial Copy Sandbox C)Full Sandbox D)Developer Pro Sandbox E)Test Sandbox

Answer 217

B)Partial Copy Sandbox C)Full Sandbox D)Developer Pro Sandbox

Question 218

86.The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the Support Manager noticed that Support Agents are sending similar emails to the customer for each case. Which three solutions can a Consultant implement to minimize the time it takes a Support Agent to create emails for these cases? Choose 3 answers A)Enable the Support Setting for default email templates B)Implement Macros C)Implement Quick Text D)Enable the Support Process for default email templates E)Implement Email -To -Case

Answer 218

A)Enable the Support Setting for default email templates B)Implement Macros C)Implement Quick Text

Question 219

87.Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers A)Create at least two different data categories B)Grant managers the Manage Salesforce Knowledge permission C)Create at least two different article types D)Create at least two different approval processes E)Grant managers the Manage Data Categories permission

Answer 219

B)Grant managers the Manage Salesforce Knowledge permission C)Create at least two different article types D)Create at least two different approval processes

Question 220

89.What statement is true about the Salesforce Knowledge article lifecycle? A)Approval processes CANNOT allow publishing of articles that have specific validation statuses B)Article permission sets allow agents to participate in the article publishing process C)Articles CANNOT be published until they are reviewed and validated by a qualified author D)Knowledge uses public groups as a way to assign users to specific tasks related to articles

Answer 220

D)Knowledge uses public groups as a way to assign users to specific tasks related to articles

Question 221

90.Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases. Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases and communicate with customers? A)Create Salesforce Classic Quick Actions. B)Add a Visualforce page to the Case layout. C)Configure the Case highlights panel. D)Configure Case Feed page layouts.

Answer 221

D)Configure Case Feed page layouts.

Question 222

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

Answer 222

A)Omni Channel with prioritized queues

Question 223

92.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)A knowledge article life cycle that is implemented correctly the first time and does not need to change B)A knowledge article life cycle that evolves based on usage and demand C)Reduced issue resolution time D)Reduced first contact resolution

Answer 223

C)Reduced issue resolution time D)Reduced first contact resolution

Question 224

93.What is a benefit of deploying knowledge in customer communities? Choose 2 answers A)Replaces the need for an email channel. B)Uncover gaps in the knowledge base. C)Reduces incoming call volume. D)Eliminates tracking of customer entitlements.

Answer 224

B)Uncover gaps in the knowledge base. C)Reduces incoming call volume.

Question 225

94.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 using Communities / Portal C)Number of IVR inquiries without agent involvement D)Number of cases closed by a self-service user

Answer 225

B)Number of cases created using Communities / portal D)Number of cases closed by a self-service user

Question 226

95.Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature. Which three configurations must be made before Universal Containers can deploy macros? Choose 3 answers A)Case Feed must be enabled. B)Users must use Lightning Experience. C)Publisher Actions used in the macros must be on the page layout. D)The Run Macros Permission must be granted to users. E)The Macros widget or utility must be added to the console.

Answer 226

A)Case Feed must be enabled C)Publisher Actions used in the macros must be on the page layout. D)The Run Macros Permission must be granted to users.

Question 227

96.The Service Manager at Universal Containers manages three teams. Each team provides support for a 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 all articles. Which solution will ensure each team sees only the relevant article type for their product? A)Create a data category for each product and assign them to each team based on their product specialization B)Create a permission set for each record type and assign them to each team based 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 227

A)Create a data category for each product and assign them to each team based on their product specialization

Question 228

98.Universal Containers has recently set up an email -to -case channel for customers to submit cases. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue? A)Convert to an On -Demand Email -to -Case setup B)Insert a reference Thread ID in the email subject template C)Assign a user to manually manage incoming email D)Use Omni -Channel to automatically route inbound email

Answer 228

B)Insert a reference Thread ID in the email subject template

Question 229

99.Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers A)Ensure each laptop has a modern browser installed B)Coach users on minimizing open console tabs C)Allow the user to log into Live Agent from multiple browsers D)Add additional components to the Lightning console

Answer 229

A)Ensure each laptop has a modern browser installed B)Coach users on minimizing open console tabs

Question 230

100.Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers A) Enable templates for written responses. B) Increase the number of agents. C) Improve the agent interface. D) Employ surveys to confirm customer satisfaction.

Answer 230

A) Enable templates for written responses. C) Improve the agent interface.

Question 231

101.Universal Containers wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 Products. Any product -related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle that product. Which three should a consultant recommend to meet these requirements? Choose 3 answers A)Configure data category values for each product B)Configure article types for each kind of content C) Define approval processes for each product D)Define approval processes for each article type E) Configure workflow rules for each data category

Answer 231

A)Configure data category values for each product B)Configure article types for each kind of content D)Define approval processes for each article type

Question 232

102.Universal Containers would like to maintain Service Level Agreements on their customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service would like 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)Case Assignment B) Case Escalation C)Salesforce Console D)Entitlements and Milestones

Answer 232

B) Case Escalation

Question 233

104.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)Enable and configure wildcards for article searches C)Set up an intuitive Data Category hierarchy D)Restrict the Manage Articles user permission

Answer 233

B)Enable and configure wildcards for article searches C)Set up an intuitive Data Category hierarchy

Question 234

105.Universal Containers would like to implement Omni Channel within Service Cloud for their representatives. What is the first step an Administrator is required to perform in order to configure Omni Channel? A)Assign Users to Omni Channel permissions B)Enable Omni Channel by clicking Settings in Setup C)Assign Users to the Omni Channel Feature License D)Contact Salesforce to have Omni Channel enabled

Answer 234

B)Enable Omni Channel by clicking Settings in Setup

Question 235

106.Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose 2 answers A)Validation Rules for Article Types to verify all fields during creation B)Approval Process that assigns an Article to a Reviewer Queue C)Knowledge Action to Publish an Article once the Article is approved D)Data Category to assign an Article Type to a Reviewer

Answer 235

A)Validation Rules for Article Types to verify all fields during creation B)Approval Process that assigns an Article to a Reviewer Queue

Question 236

Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit. What should a Consultant recommend to support this exercise? A)Use a Developer Pro sandbox for the DR exercise B)Use a Partial sandbox for the DR exercise C)Allow the exercise to be done in a Production instance D)Use a Full copy sandbox for the DR exercise

Answer 236

D)Use a Full copy sandbox for the DR exercise

Question 237

109.Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captured on a case with the 'Errata' record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process. What should a consultant recommend to meet this requirement? A)Create an auto-response rule that sends an email message to the case contact when a case with the "Errata" record type is created B)Create an Apex trigger that sends an email message to the case contact when a case with the ""Errata"" record type is created C)Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created D)Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

Answer 237

A)Create an auto-response rule that sends an email message to the case contact when a case with the "Errata" record type is created

Question 238

107.One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption to existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend? A) Manually update the corrupt data to correct it B)Use Data Loader to delete the corrupt data C)Log a Data Recovery case with Salesforce Support D)Restore the data using the available backup

Answer 238

C)Log a Data Recovery case with Salesforce Support

Question 239

108.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 Satisfaction Survey B)Net promoter Score C)Customer Support Requests D)Service Level Agreement E)Customer Purchase History

Answer 239

A)Customer Satisfaction Survey B)Net promoter Score E)Customer Purchase History

Question 240

115.The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers A)Create a case queue for all created or updated cases. B)Create a case report that displays all created or updated cases. C)Create an email alert notification for Case Teams. D)Create a case list view that is filtered by My Case Team

Answer 240

A)Create a case queue for all created or updated cases. C)Create an email alert notification for Case Teams.

Question 241

116.Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend? A)Activate Knowledge One on the case detail pane. B)Create a Knowledge Visualforce component on the case detail page. C)Create a Knowledge Visualforce component within the Salesforce Console for Service. D)Activate Knowledge One within the Salesforce Console for Service.

Answer 241

D)Activate Knowledge One within the Salesforce Console for Service.

Question 242

117.Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge implementation. Many of their "How To" articles have images that must be migrated. Which statement is true about migrating images into Salesforce Knowledge? A)Ensure that each image does NOT exceed the maximum of 25 MB. B)Convert all images to .jpeg, as this is the only supported file type. C)Upload the images into Salesforce prior to importing the articles. D)Include images in an .html file using the image tag and src attribute.

Answer 242

D)Include images in an .html file using the image tag and src attribute.

Question 243

119.Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers A)Data Categories and Article Types. B)Data Categories and Article Actions . C)Service Console Knowledge Components. D)Service Console Profile Assignments.

Answer 243

A)Data Categories and Article Types. C)Service Console Knowledge Components.

Question 244

Global Education Center wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers. 1) implement Service cloud console to support agents 2) leverage live agent for web-based chat 3) enable service contracts and entitlements 4) implement salesforce knowledge on a portal

Answer 244

2) leverage love agent for web-based chat 4) implement salesforce knowledge on a portal

Question 245

Global Education Center is in the process of implementing Service Cloud. In which order should the data be migrated? 1) Users, accounts, contacts, cases 2) accounts, contacts, cases, users 3) User, contacts, accounts, cases 4) accounts, cases, user, contacts

Answer 245

1) Users, accounts, contacts, cases

Question 246

Global Education Centre needs millions of consumers to have public access to knowledge on its corporate website. The consumers also need the ability to login to create, update and read historical cases. Which product and license type would meet all of these requirements? 1) force.com site with knowledge and email-to-case 2) force.com site with knowledge and web-to-case 3) force.com site and high-volume customer portal 4) visaulforce and self-service portal

Answer 246

3) force.com site and high-volume customer portal

Question 247

A contact center agent needs to respond privately to a Facebook post on the fan page. The post has been converted to a case using salesforce for twitter and Facebook.How can the agent respond privately to the customer? 1) the agent must change the case status before replying 2)the agent can post privetely on facebook for salesforce 3) the agent must invite the customer to anther channel 4) the agent must use the "send private message" button in the case

Answer 247

2)the agent can post privately on facebook for salesforce

Question 248

At Global Education Centre, a support agent dedicated to one customer regularly handles complex integration related cases, the agent collaborates with course development team and the client's systems.What should the consultant recommend to expedite the handling of these cases? 1) enable chatter case feed and add product development team member to the case team 2) create a private chatter group with customers and invite key individuals to join the group 3) build a repository of knowledge arctivles related to integration and share it with the customer 4) create a related child case and assign the child case to the product development team

Answer 248

2) create a private chatter group with customers and invite key individuals to join the group

Question 249

Which of the following is wrong regarding to High-Volume Community Users? 1) high-volume community users can manually share records they own or have access to. 2) you can't transfer cases from non-high-volume-community users to high-volume community users 3) high-volume community users can't own accounts 4) you can't add case teams to cases owned by high-volume community users

Answer 249

1) high-volume community users can manually share records they own or have access to.

Question 250

Which document should be created to support the initial planning phase of an implementation project? (Choose 2) 1) requirements tracebility matrix 2) solution design documents 3) project milestones 4) project kickoff presentation

Answer 250

3) project milestones 4) project kickoff presentation

Question 251

Global Education Centre is ready to launch a customer portal to its targeted customers. The company's executives want to measure user adoption.Which metrics should be tracked? (Choose 2) 1) number of calls deflected using IVR 2) Number of emails compared to portal cases 3) number of cases created in the portal 4) number of portal logins per day

Answer 251

3) number of cases created in the portal 4) number of portal logins per day

Question 252

The contact center manager at Global Education Centre is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric? 1) Interactive voice response 2) skill-based routing 3) workforce management 4) private branche exchange

Answer 252

2) skill-based routing

Question 253

Administrators can customize most aspects of Case Feed, including: 1) field in the highlight panel 2) actions that appear and the fields they include 3) Feed filters that are available and where on the page the list appears 4) Availability of tools, custom buttons, and custom links, and where they appear on the page 5) all of the above

Answer 253

5) all of the above

Question 254

What is the correct order of the stages of the article cycle? 1) Create, consume, approve, publish and feedback 2) Create, Feedback, approve, publish and consume 3) Create, approve, publish, feedback and consume 4) Create, approve, publish, consume & feedback

Answer 254

4) Create, approve, publish, consume & feedback

Question 255

If you delete a case, which two also get deleted? 1) Accounts 2) Solution 3) Events 4) attachments

Answer 255

3) Events 4) attachments

Question 256

What are some uses of www.trust.salesforce.com in business continuity planning? Choose 3 answers. 1) to provide best practices for continuity plans 2) to provide information regarding planned maintenance 3) to provide live and historical data on system performance 4) to provide online security threat information 5) to provide live support for system and data backups

Answer 256

2) to provide information regarding planned maintenance 3) to provide live and historical data on system performance 4) to provide online security threat information

Question 257

Global Education Centre is looking to provide a more consistent service experience to their customers and is evaluating the Service Cloud macro feature. Which three features must be configured before Universal Containers can deploy macros? 1) object-specific quick ction 2) feed-based page layouts 3) service cloud snap-ins 4) service cloud console 5) lightning components

Answer 257

1) object-specific quick ction 2) feed-based page layouts 4) service cloud console

Question 258

A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happen? Choose 2 answers 1) the customer doesnt know they were transferred 2) the chat transcript and case are transferred 3) the customer is shown the new reps name 4) both service reps can chat with the customer

Answer 258

2) the chat transcript and case are transferred 3) the customer is shown the new reps name

Question 259

Global Education Centre wants to provide its customers with more support options. Which three should a Consultant recommend? Choose 3 answers 1) Utilize KCS to manage knowledge 2) Add live agent to public-facing sites 3) create a customer community 4) Implement SOS for mobile experience 5) configure chatter for public access

Answer 259

1) Utilize KCS to manage knowledge 2) Add live agent to public-facing sites 3) create a customer community

Question 260

A company sells two products, each with its own maintenance schedule. Which feature should a Consultant recommend implementing to meet this requirement? 1) An AppExchange solution 2) lightning service console 3) Field service lightning 4) customer community

Answer 260

3) Field service lightning

Question 261

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a Consultant recommend to meet this requirement? Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a Consultant recommend to meet this requirement? 1) implement field service lightning 2) configure visual flows on sf mobile 3) develop and publish a knowledge management 4) integrate with an enterprise resource planning system 2) configure visual flows on sf mobile 3) develop and publish a knowledge management 4) integrate with an enterprise resource planning system

Answer 261

1) implement field service lightning

Question 262

Global Education Centre has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge. Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge? Choose 2 answers 1) remove apex code reference to the article recordtype field 2) remove apex code reference to the articletype field 3) Rename the visual page to "lightning knowledge" 4) Configure the visualforce page to use the lightning design systems

Answer 262

3) Rename the visual page to "lightning knowledge" 4) Configure the visualforce page to use the lightning design systems

Question 263

What are two design considerations for a Live Agent implementation? Choose 2 answers 1) chat window title 2) idle connection timeout 3) chat Visitor browser 4) chat character limit

Answer 263

1) chat window title 2) idle connection timeout

Question 264

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console? 1) case report sorted by rep and case createddate 2) omni-channel utility component 3) Omni-channel supervisor tab 4) cases report sorted by rep and case createdDate

Answer 264

3) Omni-channel supervisor tab

Question 265

Global Education Centre wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend? 1) omni-channel skill-based routing 2) live agent qeue-based routing 3) omni-channel queue-based routing 4) case skill-based assignment rules

Answer 265

3) omni-channel queue-based routing

Question 266

How should a Consultant provide Suggested Article functionality to Lightning Service Console users? 1) add the knowledge component to the service console 2) Create email templates with knowledge articles attached 3) add the suggested article widget to the case page layout 4) add the knowledge tab to the console app

Answer 266

1) add the knowledge component to the service console

Question 267

You can upgrade a Salesforce Classic console app to Lightning Experience, is this right? True or False?

Answer 267

False

Question 268

To improve customer service represntatives' experience, the manager wants to list 3 key information in the service console and these information should be easy to find. Which of the following tool can help you? 1) chatter feed 2) brand new lightning component 3) highlight panel 4) this is not possible

Answer 268

3) highlight panel

Question 269

If you leave a page layout before clicking Save, your highlights panel changes will be saved automatically, is this correct? True / False

Answer 269

False

Question 270

What are the main benefit of implementing knowledge base? 1) faster resolution 2) reduced training time 3) customer satisfaction 4) low support cost 5) all of the above

Answer 270

5) all of the above

Question 271

When implementing a new CRM while employees are still working in the old CRM, which of the following approach can minimus the risk? 1) Big Bang 2) Agile 3) Pilot 4) Parallel run

Answer 271

4) Parallel run

Question 272

Which of the following object can you view entitlements on the Entitlements tab or the Entitlements related list in Salesforce Classic? (Choose 3) 1) accounts 2) contacts 3) assets 4) Opportunities 5) lead

Answer 272

1) accounts 2) contacts 3) assets

Question 273

Which of the following object can you view entitlements on the Entitlements tab or the Entitlements related list in Salesforce Lightning? (Choose 2) 1) Accounts 2) Contacts 3) Assets 4) Opportunity 5) Lead

Answer 273

1) Accounts 3) Assets

Question 274

You can’t share entitlements. Entitlements use the same sharing model as the account they’re associated with, is this correct? True / False

Answer 274

True

Question 275

Global Education Centre wants their students to access a custom portal with knowledge articles related to the courses and allow them to create case within the portal. Which of the following customer service channel can help you to achieve this? 1) live chat 2) omni channel 3) web to case 4) customer community

Answer 275

4) customer community

Question 276

Global Education Centre has a web form on its branding website to collect customer queries, currrently they are saved into a CSV file. Now the manager wants to save these customer information directly into Salesforce, as a Salesforce service cloud consultant, which of the following tool will you recommend? 1) web to lead 2) web to case 3) email to case 4) on demand email to case

Answer 276

2) web to case

Question 277

When enable cases for communities users, which of the following action community user can do? 1) comment on the case 2) edit case comments 3) associate assets with cases 4) delete cases

Answer 277

1) comment on the case

Question 278

to be able to send an email alert to the article owner when a new article is created from a case, which of the following automation tool should you consider?

Answer 278

1) Apex trigger 2) approval process 3) workflow rule 4) flow builder

Question 279

to be able to send an email alert to the article owner when a new article is created from a case, which of the following automation tool should you consider? 1) Apex trigger 2) approval process 3) workflow rule 4) flow builder

Answer 279

3) workflow rule

Question 280

Tasks are not supported by article type workflow, is this correct? True / False

Answer 280

True

Question 281

Global Education Centre adds new contents to their FAQ articles nearly everyday. The manager wants each FAQ to publish as a new version when it completes the approval process. Which of the following option should be considered? 1) You can create a knowledge action that links an FAQ article to the publish as new action 2) you can create an apex trigger that behaves like publish as new action 3) you can create an process builder that behaves like publish as new action 4)this is not possible

Answer 281

1) You can create a knowledge action that links an FAQ article to the publish as new action

Question 282

A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers: 1) Document and share the practise of agent A with the team via knowledge articles 2) Lower the target for entire team to that of Agent A 3) Review case history and activities for Agents B and C 4) Build a dashboard to display individual performance by agent versus the team goal 5) Update case assignment rules to route more cases to Agent A

Answer 282

1) Document and share the practise of agent A with the team via knowledge articles 3) Review case history and activities for Agents B and C 4) Build a dashboard to display individual performance by agent versus the team goal

Question 283

Which of the following can you create safely in a production organization? 1) Apex Trigger 2) Apex Class 3) process builder 4) Reports and dashboards

Answer 283

4) Reports and dashboards

Question 284

Custom object records can only be associated with a call log if the custom object tracks activities, is this true? True / False

Answer 284

True

Question 285

Suppose a milestone is triggered at 11:10:40 a.m. and the time to complete the milestone is 10 minutes. In this case, what is the milestone target time? 1) 11:20:00 2) 11:20:40 3) 11:21:00

Answer 285

1) 11:20:00

Question 286

Which of the following is wrong regarding to article types? 1) Article types, such as FAWs and Tutorials, provide the format and structure to control how an article displays for each audience, known as a channel 2) for each article typ you can create custom fields 3) for each article type you can customize the layout by adding or removing sections and fields 4) for each article type you can not choose a template for each channel

Answer 286

4) for each article type you can not choose a template for each channel

Question 287

Which of the following distribution methods are available for Screen Flow in Salesforce? (Choose 3) 1) flow actions 2) custom buttons or custom links 3) lightning pages 4) workflow rule

Answer 287

1) flow actions 2) custom buttons or custom links 3) lightning pages

Question 288

Which of the following distribution methods are available for Autolaunched Flow with No Flow Trigger in Salesforce? 1) flow actions 2) custom buttons or custom links 3) lightning pages 4) workflow rule

Answer 288

2) custom buttons or custom links

Question 289

How many cases can you generate from web to case per day? 1) 2000 2) 3000 3) 4000 5) 5000

Answer 289

5) 5000

Question 290

Which of the following is not correct regarding to the Web to case? 1) Whenever possible, web-generated cases are automatically linked to the relevant contact and account based on the customers email address 2) Salesforce runs field validation rues before creating records submitted via web-to-case and only created records that have valid values 3) Salesforce supports rich text area (RTA) fields on wbe-to-case forms 4) Salesforce doenst support multipart/form-data as a content type in web-to-case or web-to-lead forms

Answer 290

3) 2) Salesforce runs field validation rues before creating records submitted via web-to-case and only created records that have valid values

Question 291

Global Education Centre wants to set up B2B business and for any caes from other companies, they want to have a support process following a designed time manner and close the case within 24 hours. Which of the option is suitable in this scenario? 1) Entitlements with milestones and milestones actions 2) Apex trigger to code cased on the logic 3) process builder set up based on the logic 4) this is not possible

Answer 291

1) Entitlements with milestones and milestones actions

Question 292

A lot of students are using chatter to commiunicate with their tutors in Global Education Centre. The tutors complain it is hard to find and answer each students questions. Which of the following feature can help you to resolve the problem? 1) Question to case 2) email to case 3) web to case 4) no solution

Answer 292

1) Question to case

Question 293

Which of the following object can help you to relate cases to specific products purchased by the customer? 1) entitlement 2) product line item 3) opportunity product 4) Asset

Answer 293

4) Asset

Question 294

Many contributors can write many articles, but the manager in Global Education Centre need to make sure no articles are published until they are reviewed and validated by a qualified author. Which of the following option can be considered? 1) workflow 2) apex trigger 3) validation rule 4) approval process

Answer 294

4) approval process

Question 295

To create public groups and assign them to article actions, which of the following permissions are needed? choose 3 1) Customize application 2) manage users 3) manage salesforce knowledge 4) view all data

Answer 295

1) Customize application 2) manage users 3) manage salesforce knowledge

Question 296

Which of the following feature can you use to control the article action access and make sure only relavent users can publish the aritcles (Assume all the users already have “Manage Articles” user permission)? 1) profile 2) permission sets 3) role hierarchy 4) public group

Answer 296

4) public group

Question 297

Article action assignments are ignored when updating an article through SOQL, is this correct? True / False

Answer 297

True

Question 298

Which of the following components are belong to Case Feed page layout? (Choose 3) 1) related list 2) feed filters 3) fed 4) follow button and followers list

Answer 298

2) feed filters 3) fed 4) follow button and followers list

Question 299

Global Eduction Centre needs to load 4 millions leads into Salesforce and the IT manager is concerned the time. Which of the following tool is suitable for this scenario? 1) dataloader 2) Dataloader.io 3) SOAP API 4) Bulk API

Answer 299

4) Bulk API (parallel run)

Question 300

Global Eduction Centre has designed a mobile app and they need to find a way to retrieve few data from Salesforce in real time. Which of the following tool is suitable for this scenario? 1) dataloader 2) Dataloader.io 3) SOAP API 4) Bulk API

Answer 300

3) SOAP API

Question 301

When a student is enrolled in Global Education Centre, he/she will get a half year long support from the tutor. The Salesforce admin wants to set up a entitlement management process for this. Which type of the entitlement management process is suitable? 1) entitlements only 2) entitlement + Service contracts 3) Entitlements + Service contracts + contract line items 4) this is not possible

Answer 301

1) entitlements only

Question 302

Which of the following are considered as best practice when you prepare the articles upload into Salesforce? (Choose 3) 1) test your import using a small set of arcticles 2) sort your acticles by information type 3) use rich text fields to import HTML content 4) always use zip file rather than CSV

Answer 302

1) test your import using a small set of arcticles 2) sort your acticles by information type 3) use rich text fields to import HTML content

Question 303

The service manager in Global Education Centre wants to improve customer service efficiency by converting emails to Salesforce cases. The volumn of the emails is around 3000. Which of the following feature is suitabe? 1) web to case 2) email to lead 3) on demand email to case 4) email to case

Answer 303

3) on demand email to case (email to case has a limitation of 2500 per day)

Question 304

Which of the following is not valid date categery visibility type? 1) all categories 2) none 3) custom 4) any

Answer 304

4) any

Question 305

There are two departments in Global Education Centre who is using knowledge feature in Salesforce and they currently share the same profile. Now the COO need these two departments to access the articles belong to their own departments only. How can this be done? 1) use role to grand ata category access for each deprtment 2) use profile to grad data category access for each department 3) use apex to rand data category access for each department 4) this is not possible

Answer 305

1) use role to grand ata category access for each deprtment

Question 306

Before Salesforce users can access and use a call center, an administrator must complete various tasks. Which of the following tasks are necessary to create a Salesforce call centre? (Choose 2) 1) Call center 2) Open CTI 3)Phone handset 4) omni-channel

Answer 306

1) Call center 2) Open CTI

Question 307

How do you get started with Call Center? 1) call salesforce, mail a check to a developer, and log in to your org 2) install a CTI package and add users to call Center 3) download a softphone from the appExchange and start making calls 4) Have a developer code a call center with visualforce and javascript methids

Answer 307

2) install a CTI package and add users to call Center

Question 308

What is the difference between Call Center and Open CTI? 1) Call center has a setip node and open cti has user licenses 2) call center is a salesforce feature and Open CTI is a javascript API 3) Call center is an AppExchange package open CTI is an on-screen phone 4) Call center is a salesforce call integrator and Open CTI is an AP object

Answer 308

2) call center is a salesforce feature and Open CTI is a javascript API

Question 309

When sales call a hot lead, he needs to record some key notes according to the call scripts. Which of the following automation tool can help you to achieve this? 1) process builder 2) flow builder 3) workflow 4) validation rule

Answer 309

2) flow builder

Question 310

The service manager in Global Education Centre wants to calculate the average elapsed time for case from creation to the closing time of the case. Which field do he need in the case report? 1) age 2) closed 3)escalated 4) is incoming

Answer 310

1) age

Question 311

There are users complaining the case report is runing very slow. And you know it's because parts of the report that take a long time to find and return data. Which of the following way to help you to optimize the report? 1) limiting the number of record returned, adding a filter significantly speed up the report 2) filter with dfined date ranges instead of open-ended relative date ranges 3) filter with not equal to instead of does not contain 4) dont filter by row-level formulas 5) all of them above

Answer 311

5) all of them above

Question 312

Global Education Centre has a very active facebook acount and customer service manager wants to monitor and create case in salesforce from the facebook account. Which of the following tools can help to achieve this? 1) web to case 2) email to lead 3) email to case 4) social customer service starter pack

Answer 312

4) social customer service starter pack

Question 313

Which of the following is not valid flow element? 1) create record 2) delete record 3) email alerts 4) outbound message

Answer 313

4) outbound message

Question 314

The customer service manager wants to send an automatic reply to customers to let them know someone at your company received their inquiry. Currently they are using web to case. Which of the following feature can help? 1) workflow rule 2) auto response rule 3) Process builder 4) flowbuilder

Answer 314

2) auto response rule

Question 315

Which of the following is true regarding to the Auto-response rule and workflow rule? Choose 2 1) workflow rule runs when a case or lead is created 2) auto-response rule runs when a case or lead is created or edited 3) workflow sends email to anyone you choose 4) auto-response rule send email to contact on a case or the person who submitted the lead on the web

Answer 315

3) workflow sends email to anyone you choose 4) auto-response rule send email to contact on a case or the person who submitted the lead on the web

Question 316

Global Education Centre uses MicroSoft Outlook for their daily email communication. The users are saying that it will be very helpful if they can see the salesforce contact reccord in Outbound while they replies the emails. Is there a way to do so? 1) Salesforce outlook integration 2) app exchange to find a outbound integration app 3)using email to case features 4) this is not possible

Answer 316

1) SF outlook integration

Question 317

Which of the following object is not supported for push notification? 1) accounts 2) contacts 3) contracts 4) custom objects

Answer 317

3) contracts

Question 318

Which of the following is a proper defination for push notification? 1) helps agents see the cases within a support teams queue 2) can be pinned to different areas of the console 3) are always on for all agents 4) Help agents know when someone has changed the case they are working on

Answer 318

4) Help agents know when someone has changed the case they are working on

Question 319

Which statement about list and detail view notifications and refreshes is true? 1) you can set notificaitons for both lists and detail pages to refresh automatically 2) push notification on lists show the details of the change made on the list, not the case summary 3) You can set only list views, not detail pages, to automatically refresh when a change is made 4) Details pages show notifications for related records

Answer 319

1) you can set notificaitons for both lists and detail pages to refresh automatically

Question 320

Which step isn’t necessary when configuring push notifications on cases? 1) asking agents how they would bets like to be notfied about changes to a case they are working on 2) selecting how lists and detail pages refresh 3) Choosing which agents receive the notifications 4) choosing the object and fields that trigger the notifications

Answer 320

3) Choosing which agents receive the notifications

Question 321

Sometime customer serivce team in Global Education Centre may work on the same case. And they wish they can be notified if there is any case change to the case they are working on. Which of the following tool can help you to achieve that? 1) workflow rule 2) push notification 3) flow builder 4) this is not possible

Answer 321

2) push notification

Question 322

Which of the following customer support channel is known as to improve first response times and reduce customer frustration from waiting for answers from other channels? 1) call center 2) chat 3) communities 4) SOS

Answer 322

2) chat

Question 323

if a customer encounters an error when trying to complete a process, they can upload and transfer a screenshot of the error message to the agent through Live Chat, is this correct? True / false

Answer 323

True

Question 324

Which of the following tools can you use to improve the customer service team efficency in Live Chat? (Choose 3) 1) send quick text messages in chats 2) access customer details during a chat 3) transfer files during a chat 4) start a video chat

Answer 324

1) send quick text messages in chats 2) access customer details during a chat 3) transfer files during a chat

Question 325

Global Education Centre wants a solution on routing any type of incoming work item to the most qualified, available support agents in the call center. Which of the service tool would help in this situation? 1) Omni-channel 2) email to case 3) validation rule 4) workflow rule

Answer 325

1) Omni-channel

Question 326

Which of the following described how Omni-Channel work correctly? 1) It routes work items by the priority of the queue taht they are assigned to 2) items are routed based on how long they have beend sitting in the queue 3) when An agents ability to receive work changes, omni-channel tried to find work that be routed to that agent 4) all of the above

Answer 326

4) all of the above

Question 327

How can communities help the business to improve the customer service quality? 1) improves response times with live chat 2) helps agents log call details 3) supports in app assistance on mobile devices 4) Is a self-sevrice web forum for your customers 5) all of the above

Answer 327

5) all of the above

Question 328

Automation rules, such as assignment, auto-response, escalation, and workflow rules, aren’t triggered when Omni-Channel routes a work item to an agent and the agent accepts the work, is this correct? True or False?

Answer 328

true

Question 329

There are a new group of customer service team member working on their first day and the customer service manager need to keep a close eye on them. With Omni-channel supervisor functionality, which of the following are possible for the manager to do? 1) Lets supervisors view conversations between agents and customers 2) lets supervisors see what agents are typing before they send a message 3) Lets supervisors see what customer are typing before they send messages 4) Lets supervisors send private messages to agents during a chat. 5) all of the above

Answer 329

5) all of the above

Question 330

Which of the followings are valid scenarios on how to use a queue in Salesforce? 1) Create a task queue with member who are sales reps following up on pending opptys 2) creates lead queue with members who are sales reps assigned to a specific sales territory 3) creates a case queue with members who are support agents assignes to different servcie levels 4) create a contact request queue with members who are support agents to resolve customer issues 5) all of the above

Answer 330

5) all of the above

Question 331

Some customer service representatives complain that a lot of users are asking the same questions and they have to type the same answer every time. Which of the following feature can help customer service representatives in this situation? 1) omni-channel 2) open CTI 3) on demand email to case 4) enable suggested articles to solve cases

Answer 331

4) enable siggested articles to solve cases

Question 332

How many actions do you add up to for each rule entry to escalate the case over increasing periods of time? 1) 2 2) 3 3) 4 4) 5

Answer 332

4) 5

Question 333

When defining an escalation rule action, which of the following options are availabe for auto-reassign cases section? (Choose 3) 1) user 2) queue 3) Partner user 4) customer user

Answer 333

1) user 2) queue 3) Partner user

Question 334

When set up case escalation rule action notify users, which of the following is required? (choose 2) 1) Notify user 2) notification template 3) notify case owner 4) additional emails

Answer 334

1) Notify user 2) notification template

Question 335

Which of the following is not a feature of lightning experience console app? 1) split view placement 2) resizebale split view 3) Notes utility 4)Lightining componentn overrides

Answer 335

2) resizebale split view

Question 336

To access and use a Lightning console app, what configuration and permission does the user need to have? (Choose 2) 1) users must have lightning console user permissons 2) users profile must be added to the lightning console app 3) users mst be salesforce admin 4) use must be in the CEO role

Answer 336

1) users must have lightning console user permissons 2) users profile must be addes to the lightning console app

Question 337

You can’t assign the Lightning Console permission set license to users with Customer Community, Customer Community Plus, and Partner Community licenses, is this correct? TRUE / FALSE

Answer 337

TRUE

Question 338

Which of the following are the feaatures for knowledge one widget? 1) attach a published SF knowledge article to the case in1 lcik 2) share an article as a URL, if it is shared on a public channel 3) email an article as a PDF, if it is shared on a public channel 4) create and manage articles 5) all of the above

Answer 338

5) all of the above

Question 339

When will you see automated case user showing up in the Case History for all automated case actions in Salesforce? 1) when a case is automatically assigned using assigment rules 2) when a case is excalated 3) when a case is created online via web to case 4) when email-to-case faisl to create a case, the automated case user is emailed with the error message, of why a case was not created 5) all of the above

Answer 339

5) all of the above

Question 340

Global Education Centre uses case assignment rule to allocate cases to support agents. Becase the business is growing very quickly, there are some cases doesn't fulfil any case assignment rule hence no one is working on them. Which of the following set up can help you to resolve the issue? 1) Set up Default case owner 2) Set up record type settings 3) Set up Automated case user 4) set up case creation template

Question 341

A custom lighting app developed in a sandbox org is ready to be deployed to production org. Which of the following tools can be used to deploy the metadata to the related org? a) Data loader b) Metadata loader c) Ant Migration Tool d) Visual studio code e) change sets

Answer 341

c) Ant Migration Tool d) Visual studio code e) change sets

Question 342

SL HR Service decided to move from their old system to salesforce. They will use asset, contact, cases and some custom objects in their business process. Which tool can be used to migrate their legacy data to these objects? a) change set b) data import wizard c) Visual studio code d) data loader

Answer 342

d) data loader

Question 343

Cosmix solutions runs a team of call center agent that handle and manage requests, complaints, feedback, and other types of support required by their customers.The SF admin has added features to the service cloud console app to enhance its tools and improve turnaround time. How should the new app be implemented in production that mitigates disruptions in its operations? a) use change sets to deploy the console app to production so that agents can test and use the app at the same time b) develop the configuration directly in the production org and have the agents reload the page to refresh the app c) build the configuration in the a developer edition org and use an unmanaged package to install the app in production. d) Deploy the changes from a sandbox org to production

Answer 343

d) Deploy the changes from a sandbox org to production

Question 344

A company uses enterprise edition of service cloud. The VP would like to allow few employees to create, view, and manage articles as part of their initial implementation of lightning knowledge. Which of the following should the consultant recommend? a) Assign the knowledge user license to the designated article athors. b) Purchase "salesforcr CRM content user" feature licenses C) Assign the knowlegde user license to all internal users who need to access articlces d) Purchase knowledge user features licenses

Answer 344

a) Assign the knowledge user license to the designated article athors.