Field Service Part II

Universal Containers has a well-defined support process for cases which includes the following statuses: * New * Assigned * In Progress * Waiting On Customer * Closed The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status. Which report type should the consultant consider when collecting data for the support manager?. A. Case Lifecycle. B. Cases with Milestones. C. Case History.

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?. A. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record. B. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy. C. An organization-wide default of Public Read/Write on the Case object.

The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly. Which feature should the consultant recommend?. A. Einstein Bots 27: B is correct answer. B. Einstein Article Recommendations. C. Einstein Reply Recommendations.

Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables. What should a consultant recommend as the next step?. A. Identify and prioritize the requirements for the minimum viable product. B. Prioritize the requirements based on the stakeholder who submitted them. C. Prioritize the requirements based on requests from the regions.

Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production. Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?. A. Data Import Wizard. B. Data Loader. C. Mass Transfer Records.

A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge. Which set of factors should be considered when selecting the articles to migrate?. A. Original creation date and total number of article views in the last year. B. Last modified date and terms searched frequently in the last year. C. Last modified date and total number of article view in the last year.

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success. In which order would a consultant work through a high-level discussion and planning session with CK?. A. Gather organizational vision, map processes, plan metrics, and plan for user feedback. B. Gather organizational vision, map processes, plan for user feedback, and define metrics. C. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue. Which solution should a consultant recommend?. A. Use Data Loader periodically to assign these cases to a default owner. B. Create a case validation rule to ensure cases are owned by a user when closed. C. Create a case assignment rule to ensure cases are owned by a user when closed.

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems. Which solution should a consultant recommend for integration?. A. Utilize Apex with integrated External Objects. B. Utilize an AppExchange integration package. C. Utilize MuleSoft to integrate the systems.

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers’ wait times and enable agents to handle more inquiries at a time. Which feature should a consultant recommend?. A. Case auto-response rule. B. OmniStudio. C. Salesforce Chat.

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities. What should the consultant recommend to meet the requirement?. A. Slack Connect. B. Service GPT. C. Einstein Bots.

Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents’ ability to find the appropriate answer while chatting with customers. What should a consultant recommend to meet this requirement?. A. Einstein Reply Recommendations. B. Einstein Article Recommendations. C. Action & Recommendations component.

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?. A. Path for Cases. B. Escalation Rules. C. Einstein Next Best Action.

Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes. Following best practices, how should a consultant deploy these permission sets to production?. A. Use a change set. B. Re-create them manually. C. Use Salesforce Workbench.

A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support. Which solution should the consultant recommend to prevent this scenario from happening in the future?. A. Add the Case's Entitlement related list to the Case Lightning Record Page. B. Add the related Contact's Entitlement related list to the Case Lightning Record Page. C. Add the related Account's Entitlement related list to the Case Lightning Record Page.

Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's support offerings should be adjusted. Which feature should the consultant recommend?. A. Build a joined report. B. Build a dashboard. C. Build a custom report type.

Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue. What is the recommended feature to meet the requirements?. A. Incident Management. B. Workforce Engagement. C. Field Service Management.

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?. A. Create a sharing rule for each division to provide access using the role hierarchy. B. Create a sharing rule for each division to provide access based on the article category. C. Create a single data category group for each division and provide access using the role hierarchy.

Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process. Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?. A. Implement flow orchestration with Work Guides. B. Implement a third-party app from AppExchange. C. Implement Guidance for Success and Knowledge articles.

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings under Knowledge Settings. Which consideration should the admin be aware of when making this change?. A. Data Category Visibility of All Categories provides Public Read-Only access. B. Data Category Visibility of Custom overrides organization-wide default sharing access. C. Data Categories no longer control access to articles.

Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots. What should the consultant recommend to meet this requirement?. A. Social media. B. Messaging apps. C. Salesforce Knowledge.

Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step. What should a consultant recommend to address this problem?. A. Create a Case Macro. B. Create a Validation Rule. C. Create an action on Case,.

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend?. A. Add the Knowledge object to global search objects. B. Add the Knowledge component on the case Lightning record page. C. Add the Knowledge related list to the case page layout.

Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly. Which step should a consultant recommend completing before beginning the build phase?. A. Test. B. Design. C. Enablement.

A consultant has been hired to integrate a client's phone system with the Service Console. What is the consultant required to do during this integration?. A. Enable the Lightning Console. B. Configure the CTI Adapter. C. Add the utility bar to the app.

Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems. Following best practices, which development and deployment path should a consultant recommend?. A. Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production. B. Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production. C. Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue. Which solution should a consultant recommend to meet the requirements?. A. Configure Omni-Channel Skills-based Routing. B. Configure Case Assignment rule and Omni-Channel Supervisor. C. Configure Omni-Channel Queue-Based Routing.

Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval. What should a consultant recommend to automate the Approval Process?. A. Update the Approval Process to Auto-launch. B. Create a Lightning Web Component action for Approval Process. C. Create an autolaunched Flow.

Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses. Which feature meets this requirement most effectively?. A. Einstein Reply Recommendations. B. Einstein Article Recommendations. C. Einstein Case Wrap-Up.

Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload. Which Omni-Channel feature meets the requirements?. A. Use the most available routing model. B. Use Most Cases Closed report. C. Use the agents’ Presence Status.

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month. Which reporting solution should the consultant recommend?. A. Create a report using Grouping. B. Create a reporting snapshot. C. Create a joined report.

In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?. A. Configure, develop, and test the application in a sandbox environment. B. Develop training materials after configuring the application to prepare for user adoption. C. Migrate data to the sandbox environment and verify successful migration.

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 solution allows product managers to quickly see and review the cases that are created for their products?. A. Configure a Case list view filtered by My Cases. B. Configure a Case related list on the Product page layout. C. Configure a Case list view filtered by My Case Teams.

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation. Which best practice will help UC meet its SLA?. A. Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour. B. Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour. C. Use case auto-response rules to send an email to support managers within 1 hour of case creation.

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays. How should a consultant meet this requirement?. A. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business. B. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays. C. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents. What should the consultant recommend that the service manager do first?. A. Review Assigned Work. B. Review Queues Backlog. C. Review Skills Backlog.

Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure. Which solution should a consultant recommend to meet these requirements?. A. Define entitlements and milestones. B. Enable and configure Omni-Channel routing. C. Implement Lightning flow with time-based actions.

Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers. Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?. A. Case assignment rules. B. Omni-Channel. C. Case team.

Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers. Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?. A. Case assignment rules. B. Omni-Channel. C. Case team.

Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app. Which feature should a consultant recommend?. A. Einstein Bots. B. OmniStudio. C. Messaging.

What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?. A. Customize Intents using Einstein Chatbots. B. Customize the Lightning Console chat page. C. Customize the pre-chat form.

Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly. What should the consultant recommend to distribute cases?. A. Create queues with support agents and use assignment rules. B. Predefine case teams and use assignment rules. C. Configure Web-to-Case and use assignment rules,.

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts. What should a consultant recommend that UC's Salesforce admin do in this scenario?. A. Postpone the release to the production org so the team can finish the project before the release is deployed. B. Disable updates to the sandbox so the team can continue using the solution without the updates from the release. C. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.

Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete. What is a cost-effective method for agents to create these activities?. A. Execute a macro. B. Navigate a Screen Flow. C. Leverage Einstein Case Wrap-Up.

Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers’ key performance indicators (KPIs). Which approach should a consultant recommend in this scenario?. A. Assign a global team of experienced analysts to create a standard report template. B. Ask leadership, management, and agents in all regions to vote on the standard report template.B. Ask leadership, management, and agents in all regions to vote on the standard report template. C. Request that the VP of worldwide support design a standard report template to provide a clear vision,.

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents. Which feature should a consultant integrate into the Service Console?. A. In-App Guidance. B. Einstein Next Best Action. C. Actions & Recommendations.

What is a common deflection technique to reduce the number of interactions for a contact center?. A. Suggest articles for an Email-to-Case question. B. Recommend articles prior to a Chat session. C. Recommend articles during a call from a support agent.

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information. What should the consultant recommend to meet the requirements?. A. Enable Chat in an Experience Cloud site. B. Create a self-service help Center. C. Allow comments on Knowledge articles.

Universal Containers’ 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 25 MB per inquiry * Under 2,500 inquiries per day Which configuration solution should a consultant recommend to meet these requirements?. A. On-Demand Email-to-Case. B. Heroku ConnectB. Heroku Connect. C. Email-to-Case.

Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only. What is the most efficient solution the consultant should use to meet the requirements?. A. Remove the phone number from the page layout. B. Use Dynamic Forms to hide the phone number. C. Set the Contact Do Not Call field value to True.

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 report type should the consultant recommend when creating a report?. A. Use the Case Historical Trending report type. B. Use the Cases with Milestones report type. C. Use the Case Lifecycle report type.

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases. What is the recommended method to meet the requirements?. A. Add "updated" to the name of the new article. B. Use Smart Link to Article to select the prior version. C. Select the Flag as new version checkbox when publishing.

Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated. How can a consultant migrate the file attachments?. A. Use the Files Related List on each article to add files to the articles. B. Use the Lightning Knowledge Migration Tool and choose ‘include files’. C. Upload the files as Documents, then relate them to the migrated articles.

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp. What should the consultant recommend to handle the new cases?. A. Implement Case Swarming. B. Implement Einstein Bots. C. Implement Skills-Based Routing.

Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency. A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses. What should a consultant recommend as a solution?. A. Set up quick text options in the utility bar to add article links. B. Configure Lightning Knowledge component and related list actions. C. Configure Lightning Knowledge component to auto attach article PDF.

Universal Containers’ customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times. Which functionality should the consultant recommend to address the problem?. A. Embedded Chat window. B. Contact requests. C. Web-to-Case.

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels. Management would like to provide a method for service agents to handle duplicates and delete one of the cases. Which action should a consultant recommend?. A. Enable Case Merge. B. Set up duplicate rules on Case. C. Create an autolaunched Flow,.

Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards. Which solution should a consultant recommend?. A. Employee Community. B. Partner Experience site. C. Customer Experience site.

Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem. Following best practices, which solution should a consultant recommend?. A. Email-to-Case. B. AppExchange package. C. Web-to-Case.

Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements: * Customer service agents need to collaborate with other teams. * The product development team needs to be alerted on high-priority cases for specific products. Which solution meets these requirements?. A. Use Salesforce Flow for notifications and Case Teams to monitor cases,. B. Use Escalation Rules for notifications and Case Teams to monitor cases. C. Use Salesforce Flow for notifications and Account Teams to monitor cases.