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NEW QUESTION 155
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are
having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure IVR routing to bypass Tier 1 for the product line.
- B. Create a dashboard to track and manage call volumes by type.
- C. Create Knowledge Articles and publish internally and publicly.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: C
NEW QUESTION 156
For which purpose should a contact center use visual workflow?
- A. To automatically assign cases to a specific queue based on the customer support level.
- B. To automate business processes for agents who troubleshoot customer support issues via phone.
- C. To assign follow-up tasks to an agent one week after a case is closed.
- D. To escalate a case to the support manager if it has been open for more than 72 hours.
Answer: B
NEW QUESTION 157
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?
- A. Implement Quick Text
- B. Implement Email-To-Case
- C. Enable the support setting for default email templates
- D. Implement Macros
- E. Enable the Support Process for default email templates
Answer: A,C,D
NEW QUESTION 158
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case dashboards
- B. Case assignment rules
- C. Case queues
- D. Case custom reports
Answer: B,C
NEW QUESTION 159
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Add the Suggested Article widget to the Case page layout.
- C. Add the Knowledge Component to the Service Console.
- D. Create email templates with Knowledge Articles attached.
Answer: C
NEW QUESTION 160
A contact center 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 in each status
- B. Number of cases created sorted by order
- C. Number of cases by type by owner
- D. Number of solutions created per agent
Answer: B,C
NEW QUESTION 161
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. Enable web -to -case on their public website.
- B. Add the Question action to Chatter in the community publisher.
- C. Enable Live Agent in their community to chat with an agent.
- D. Use a community template to set up their customer community.
Answer: B,D
NEW QUESTION 162
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?
- A. Schedule batch Apex processing job
- B. Workflow-driven outbound messaging
- C. Visualforce page APEX SOAP async callout
- D. RESTful services with GET, POST, or PUT
Answer: B
NEW QUESTION 163
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager 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. Number of cases created using Communities by month.
- B. Average call handle time by team.
- C. Number of Knowledge articles created each month.
- D. Number of cases closed by self-service users.
Answer: A,D
NEW QUESTION 164
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts,
open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?
- A. Plan, Prepare, Validate, Execute, Text
- B. Prepare, Plan, Text, Execute, Validate
- C. Prepare, Plan, Validate, Execute, Text
- D. Plan, Prepare, Test, Execute, Validate
Answer: D
NEW QUESTION 165
Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which 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. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- D. Enable the Knowledge sidebar related list on the case page layout.
Answer: C
NEW QUESTION 166
Universal containers contact center is experiencing increased call volumes due to a growing product
portfolio.What is the recommended strategy to allow the contact center to handle the increased customer
inquiries more efficiently? (choose 1 answer)
- A. Make contact center representatives accessible 24/7 to distribute the call volume.
- B. Hire contact center representatives that specialize in each of the product categories.
- C. Make knowledge base articles and community answers accessible on its website.
- D. Redirect users from the company site to social media forums about the products.
Answer: C
NEW QUESTION 167
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Access to Knowledge Articles
- B. Utility Bar
- C. Unique page layouts for each Case Record Type
- D. Open multiple case records as tabs and sub tabs
Answer: A,C
NEW QUESTION 168
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 to a custom read-only object
- B. Migrate open and closed cases with milestones and entitlements
- C. Migrate open and closed cases without milestones and entitlements
- D. Migrate closed cases with milestones and entitlements
Answer: D
NEW QUESTION 169
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
- D. Assign a global team of experienced agents and leaders to create a common design template and report structure.
Answer: D
NEW QUESTION 170
The Service Manager at universal Containers manages three teams. Each team provides support for the
specific product. Agents have concerns about seeing search results for other products when searching the
knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A. Create a data category for each product and assign them to each team bases 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 a page layout for each article type and assign them to each team based on their product
specialization - D. Create an article action for each record type and assign them to each team based on their product
specialization
Answer: A
NEW QUESTION 171
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
- A. Add conditional logic to the instructions
- B. Add multiple ELSE IF blocks after the IF block
- C. Add a formula block to the macro
- D. Create a formula to build the macro logic around
Answer: C,D
NEW QUESTION 172
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. Case resolution time
- B. All Cases closed Month-to-date
- C. All Cases by Customer
- D. All open cases by Channel
- E. All open Cases by Priority
Answer: A,D,E
NEW QUESTION 173
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. Customer Chatter groups
- B. On-Demand Email-to-Case
- C. Web-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION 174
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to
capture the issue, but later realized the caller is not eligible for support. What solution should a consultant
recommend to prevent the scenario from happening in the future?
- A. Add the service contract related list to contact records
- B. Add the entitlements related list to contact records
- C. Add the entitlement contacts related list to account records
- D. Add the assets related list to contact records
Answer: B
NEW QUESTION 175
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 handle time
- B. Average days to close
- C. Abandon rate
- D. First call resolution
Answer: C,D
NEW QUESTION 176
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
- A. Article Record Types must be created before the import.
- B. Each Article Record Type must be in a separate CSV.
- C. Multiple Article Record Types can be imported in the same CSV.
- D. Article Record Types will be created as part of the import.
Answer: A,C
NEW QUESTION 177
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