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NEW QUESTION # 186
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. Lightning Email with web routing prioritization
- C. Standard Email-to-Case with assignment rules
- D. Standard Web-to-Case with assignment rules
Answer: C
NEW QUESTION # 187
Universal containers is implementing salesforce 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. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- B. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- C. Createan FAQ article type and configure the enable suggested articles option in support settings.
- D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
Answer: B
NEW QUESTION # 188
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Salesforce Knowledgebase
- B. Field Service Lightning
- C. Service Cloud SOS
- D. Chatter Groups
Answer: B,C
NEW QUESTION # 189
Universal containers is in the process of setting up abusiness-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. Assets
- B. Milestones
- C. Cases
- D. Service contracts
Answer: D
NEW QUESTION # 190
Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.
- A. Integration with Lead Generation team and apps
- B. Strategies to maximize call deflection
- C. Performance for high volume of interactions
- D. Integration with Field service teams and apps
Answer: A,C
NEW QUESTION # 191
Field engineers often need to access current inventory levels of products thecustomer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Configure Visual Flows on Salesforce mobile.
- B. Implement Field Service Lightning.
- C. Integrate with an enterprise resource planning system.
- D. Develop and publish aknowledge management system
Answer: C
NEW QUESTION # 192
Universal Containers' 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 Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. An enterprise resource planning system
- B. A workforce management system
- C. A third -party mobile application platform
- D. A knowledge management system
Answer: A
NEW QUESTION # 193
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part ofthe solution?
- A. A custom tab of type URL that displays a map image of customer location
- B. A Web Service call-out that retrieves map details from the backend system
- C. A mashup integration on the Account page to a third-party mapping service
- D. An outbound message to a middleware platform to provide map details
Answer: C
NEW QUESTION # 194
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits torelated objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom Visualforce page.
- B. Create a custom related list on the case.
- C. Create a custom view on the Case tab.
- D. Create a custom report.
Answer: A
NEW QUESTION # 195
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 newdefect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- 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 an assignment rule to assign new cases to the product manager
- D. Use a workflow rule to send an email to the product manager
Answer: D
NEW QUESTION # 196
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Configure a Live Chat Validation Rule.
- B. Customize the Pre-chat form.
- C. Customize the Lightning Console chat page.
- D. Configure Lightning Guided Engagement.
Answer: B
NEW QUESTION # 197
Which native Service Cloud solution is used for case satisfaction surveys?
- A. Check the survey option in the case settings
- B. Create a Web-to-case form with a custom case typeof survey
- C. Enable the case survey auto-response rule
- D. Enable the case survey option on the case object
Answer: B
NEW QUESTION # 198
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Hide the Article Management tab for users who should have read-only access to articles.
- B. Enable the Manage Articles permission for the publisher profile and assign it to users
- C. Set the organization-wide default to private and create sharing rules for the FAQ articletype
- D. Create a publisher profile that includes create access on the FAQ article type.
Answer: B,D
NEW QUESTION # 199
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Enable Social Customer Service.
- B. Enable Salesforce social profile on contacts.
- C. Create a Lightning Platform app for Facebook monitoring.
- D. Integrate Facebook to its existing Customer Community.
Answer: B
NEW QUESTION # 200
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 escalate a case to the support manager if it has been open for more than 72 hours.
- 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: D
NEW QUESTION # 201
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case custom reports
- B. Case queues
- C. Caseassignment rules
- D. Case dashboards
Answer: B,C
NEW QUESTION # 202
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Recommend articles prior to a Live Agent session
- B. Recommend articles during a call for a support agent
- C. Suggest articles for an email-to-case question
- D. Suggest articles for a web-to-case question
Answer: A,D
NEW QUESTION # 203
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 of 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. Restore the data using the available backup.
- C. Use Data Loader to delete the corrupt data.
- D. Log a Data Recovery case with Salesforce Support.
Answer: D
NEW QUESTION # 204
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. Page Layouts
- B. Record Types
- C. Support Processes
- D. Article Types
- E. Omni-Channel
Answer: B,C,E
NEW QUESTION # 205
UniversalContainers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Escalation rate
- B. First contact resolution
- C. Average speed to answer
- D. Average handle time
Answer: B,D
NEW QUESTION # 206
Universal containers customer support management wants to provide proactive communication to customers who are likely toprovide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers
- A. Time spent by account year to date
- B. High priority cases opened by account month to date
- C. Escalated cases by account month to date
- D. New cases opened by the account channel
Answer: B,C
NEW QUESTION # 207
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Articles CANNOT be published until they are reviewed and validated by a qualified author
- B. Approval process CANNOTallow publishing of articles that have specific validation statuses
- C. Article permission sets allow agents to participate in the article publishing process
- D. Knowledge uses public groups as a way to assign users to specific tasks related to articles
Answer: C
NEW QUESTION # 208
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