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NEW QUESTION 125
The Service Manager at Universal Containers wants to improve theadoption 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Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed.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 tobe reviewed?
- A. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- B. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- C. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
- D. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
Answer: B
NEW QUESTION 126
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 Live Agent for the organization
- B. Enable Chatter Messenger for the organization
- C. Create user profiles orpermission sets
- D. Create an iframe to display the chat window
Answer: A
NEW QUESTION 127
Which of the following utilize the "Automated Case User" (Choose 3 answers):
- A. When an email notification is triggered via workflow this user is listed in the case history
- B. When a case is automatically assigned using assignment rules this user is listed in the case history
- C. When a case is created via Web-To-Case this user is listed in the case history
- D. When a case is created via Email-To-Case this user isassigned as the case owner
- E. When a case is escalated this user is listed in the case history
Answer: B,C,E
NEW QUESTION 128
For which purpose should a contact center use visual workflow?
- A. To automate business processes for agents who troubleshoot customer support issues via phone.
- B. To assign follow-up tasks to an agent one week after a case is closed.
- C. To automatically assign cases to a specific queue based on the customer support level.
- D. To escalate a case to the support manager if it has been open for more than 72 hours.
Answer: A
NEW QUESTION 129
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. Whatmetric should a contact center manager use to analyze this?
- A. Percent of cases closed on first contact
- B. Percent of cases closed with chatter posts
- C. Percent of cases closed with an attached article
- D. Percent of cases closed meeting the defined SLA
Answer: D
NEW QUESTION 130
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. Global Actions need to be on the publisher layout.
- B. The specific Quick Action must be added to the Case record page.
- C. The specific Quick Action must be added to the Case Feed.
- D. Quick Actions must be enabled in the org.
Answer: B,C
NEW QUESTION 131
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
- A. Average case stage duration.
- B. Case volume by channel.
- C. Cases created by type.
- D. Open cases by reason.
Answer: A
NEW QUESTION 132
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. Redirect users from the company site to social media forums about the products.
- D. Make knowledge base articles and community answers accessible on its website.
Answer: D
NEW QUESTION 133
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. Force.com migration tool, Force.com IDE, and change sets
- B. Visual Workflow, data loader, and Force.com IDE
- C. Data loader, change sets, and Force.com Excel Connector
- D. Mass Transfer Records, change sets, and Force.com migration tool
Answer: A
NEW QUESTION 134
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On the Highlights Panel of a Primary tab
- B. On the left sidebar of Salesforce Classic
- C. On the footer of the Lightning Console
- D. On anew tab in the agent's browser
Answer: B,C
NEW QUESTION 135
Support agentsneed to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
- A. Case history
- B. Service contracts
- C. Contacts
- D. Products
Answer: B,C
NEW QUESTION 136
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Search Utility Component
- B. Comment Search Component
- C. Comments List View
- D. Global Search
Answer: D
NEW QUESTION 137
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the bestsolution?
- A. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- B. Create case page layouts for each interaction channel and assign them to different agent profiles.
- C. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
Answer: C
NEW QUESTION 138
Which solution should a consultant recommend?
- A. Create a visualforce page called knowledge sidebar on the case page layout.
- B. Enable the knowledge sidebar setting in the case support settings.
- C. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
- D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
- E. Enable the knowledge sidebar related list on the case page layout.
Answer: D
NEW QUESTION 139
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?
- A. Time-based Workflow Rules
- B. Scheduled Reports
- C. Process Builder Scheduled Actions
- D. Milestone Actions
Answer: B
NEW QUESTION 140
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What featureshould a consultant recommend to meet this requirement?
- A. Case Assignment Rules
- B. Embedded Chat Service
- C. Customer Community
- D. Web-to-Case
Answer: B
NEW QUESTION 141
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
- A. Identify the requirements needed for initial GoLive.
- B. Organize the requirements from largest to smallest.
- C. Prioritize the requirements based on who submitted them.
- D. Provide a timeline that addresses all the requirements.
Answer: A
NEW QUESTION 142
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Returns a link that returns a post with the samereference
- B. Tag another chatter user
- C. Deletes posts
Answer: A
NEW QUESTION 143
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Suggest articles for an email-to-case question
- B. Recommend articles prior to a Live Agent session
- C. Suggest articles for a web-to-case question
- D. Recommend articles during a call for a support agent
Answer: B,C
NEW QUESTION 144
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Reduced support channels
- B. Increased call routing accuracy
- C. Optimized use of resources
- D. Increased call deflection
- E. Reduced issueresolution time
Answer: A,C,E
NEW QUESTION 145
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles created by agent
- B. Number of solutions created by agent
- C. Number of cases escalated by agent
- D. Number of articles attached to a case
Answer: A,D
NEW QUESTION 146
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
- A. To provide live and historical data on system performance
- B. To provide information planning planned maintenance
- C. To provide online security threat information
- D. To provide live support for system and data backup
- E. To provide best practices for continuity plans
Answer: A,B,C
NEW QUESTION 147
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Elements can be used to update fields in the database.
- B. Apex code must be used to update fields in the database.
- C. Only one version of a flow can be activated at a time.
- D. Apex code must be used to pass data to legacy systems.
- E. Elements can be used to pass data to legacy systems.
Answer: B,C,E
NEW QUESTION 148
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 inreal time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Case Assignment Rules
- B. Omni-Channel
- C. Visual Workflow
- D. Case Auto-Response Rules
Answer: B
NEW QUESTION 149
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL)to align with industry best practices?
- A. Human Resources (HR) help desk
- B. Telemarketing center
- C. Telesales center
- D. Information Technology (IT) help desk
Answer: D
NEW QUESTION 150
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