Test Flashcards by Kevin Fernando

Universal Containers is using the Lightning Service Console for managing cases and wants to
add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

Install an adapter from AppExdiange to work with third-party CTI systems.
Assign the correct Salesforce users to the Call Center.
Create a softphone layout and assign to user profiles

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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?

Case teams

2. Workflow rules

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Which Lightning Service Console feature should be used to enable Service Reps to send emails
with attachments to customers based on the Case details?

Process Builder

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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?

Install Knowledge Base Dashboards and Reports AppExchange package

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A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?

Classic Knowledge

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For which purpose should a contact center use Visual Flow?

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

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Using standard case management capabilities, what can be emailed to a customer as a PDF
attachment?

Knowledge articles attached to the case

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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)

First call resolution

2. Abandon Rate

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A manager has noticed an increase in average case age. This is negatively impacting customer
satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during
their lifecycle.
Which reporting solution should be recommended?

Create a report using the case lifecycle report type

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Create a report using the case lifecycle report type

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Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2
answers

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

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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?

Implement Quick Text
Implement Macros
Enable the support setting for default email templates

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A company frequently has issues with customers that need complex, hands-on technical
support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

SOS Video Chat

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Which feature should a consultant configure to allow global service reps to call customers
from within the lightning service console?

Lightning dialer

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Universal Containers uses Live Agent to interact with customers. Service Reps complain that it
takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

Quick Text

2. Macros

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Universal containers has implemented salesforce knowledge and the service manager wants
to encourage agents to use knowledge base. Which metric should the service manager monitor?
(choose 1 answer)

Number of article votes

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UC wants to reduce incoming support phone call volume. What action can be taken to meet
this requirement?
Choose 2 answers.

Leverage Live Agent for web-based chat

2. Implement Salesforce Knowledge on a portal

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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?

Integrate with an enterprise resource planning system.

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When a Self Service Portal User adds a Case Comment the following actions take place:

An email is automatically sent to the case owner

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When a Self Service Portal User adds a Case Comment the following actions take place:

An email is automatically sent to the case owner

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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

First Call Resolution

2. Average Handle Time

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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?

Use a workflow rule with an action

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A company is changing its case management system to Salesforce. All active accounts,
contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

Plan, Prepare, Validate, Execute, Test

Universal Containers customers are encouraged to submit web cases when they find errors or
omissions in product documentation. The information is captures 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?

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

What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)

1. Use integrated voice response | 2. Use suggested Knowledge articles

Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

1. Create three data categories for each product area (Personal Banking, Mortgage, CD). 2. Create two article types to display information (Question/Answer, Product Info).

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

Embedded Chat Service

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

1. Reduced first contact resolution | 2. Reduced issue resolution time

Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

A contact center 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.

1. First call resolution | 2. Customer satisfaction survey

A Company sells two products, each with its own maintenance schedule. Which feature should a consultant recommend implementing to meet this requirement?

Field Service Lightning

Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

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

The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat. Which solution should be implemented to support this?

Omni-Channel

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 should a Consultant implement to address this concern?

Configure Macros

Which configuration item must be created when implementing Lightning Knowledge?

Record Types

Which configuration item must be created when implementing Lightning Knowledge?

Record Types

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)

1. First call resolution | 2. Average handle time

A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console. Which configuration option should be verified?

Verify that users are assigned the Live Agent user profile.

Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

1. Enable templates for written responses | 2. Employ surveys to confirm customer satisfaction.

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?

Social Persona tor Twitter and Facebook

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

Enable social profile and add assignment rules to the case object

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?

Create a custom related list on the case

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?

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

Which three processes are uses case for Visual Workflow? Choose 3 answers

1. Cross-sell promotions for agents 2. Decision-based troubleshooting for agents 3. Caller verification and creation of a new case

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement? (choose 1 answer)

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

The contact center manager at Universal Containers 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?

Skills -based routing

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?

Use workflow rules to send an email to the customer

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

1. Social Customer Service | 2. Live Agent

A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.

1. Enable the Manage Articles permission for the publisher profile and assign it to users 2. Create a publisher profile that includes create access on the FAQ article type.

Universal Containers (UC) 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?

Workflow-driven outbound messaging

A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

Email to Case

A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

Set the article publish date to automatically display the article on the start datE.

Which solution should a consultant recommend?

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

Which solution should a consultant recommend?

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

The Universal Containers 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)

1. Create case teams and introduce swarming to resolve cases. 2. Enable and use Chatter feed tracking on the case object.

Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

1. Custom indexes 2. Tiered data strategy 3. Divisions