Field Service Part III

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly. What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?. A. Open the relevant record being routed. B. Debug Omni-Channel routing from Setup. C. Open the Omni-Channel Supervisor tab.

A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the What is a recommended Service Cloud feature that improves the process?. A. Macros. B. Global Quick Action. C. Quick text.

A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next?. A. End the messaging session with the customer. B. Mark the messaging session as customer Inactive. C. Leave the messaging session with the customer open.

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?. A. Flow with notifications. B. Reports and dashboards. C. Approval process.

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML. What is the recommended method to import the how-to guides into Salesforce Knowledge?. A. Change the HTML format first to support subfields. B. Create an HTML file for each rich text area field. C. Modify the import parameters to specify HTML encoding.

Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case. What should a consultant recommend to modify the Case Assignment rules?. A. Implement Einstein Article Recommendations. B. Implement Skills-Based Routing. C. Implement Queue-Based Routing.

A manager would like information on which Knowledge articles are used most often by call center agents. Which report should a consultant use to identify the Knowledge articles that are used most often?. A. Knowledge articles with the most revisions. B. Knowledge articles with the highest ratings. C. Number of Knowledge articles attached to Cases.

Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred. What should a consultant consider when moving these images into Salesforce Knowledge?. A. Add images to an HTML file. B. Ensure each image is less than 25 MB. C. Change all images to JPEG files.

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer. Which feature should the consultant suggest?. A. Web-to-Case. B. On-Demand Email-to-Case. C. Email-to-Case.

Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?. A. Omni-Channel Analytics. B. Omni-Channel Utility component. C. Omni-Channel Supervisor tab.

Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line. How should the administrator ensure support reps only have access to quick texts for their specific product line?. A. Create a folder for each product line and share them with public groups. B. Set the organization-wide default to Private and create sharing rules to share them with roles. C. Add a permission set for Read access to the appropriate product line.

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement. Which methodology should the consultant recommend given the requirements?. A. Waterfall. B. Hybrid. C. Agile.

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage. Which reporting solution should a consultant recommend?. A. Custom Report Types with Reports and Dashboards. B. Knowledge Base Reports and Dashboard Package Installation. C. Knowledge Dashboard Pack for CRM Analytics Installation.

Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution. Which question should the consultant ask to determine the preferred solution?. A. Will customers access Knowledge articles through Experience Cloud?. B. Is support provided on a periodic basis and renewed annually?. C. Do multiple versions of the Entitlements need to be created and maintained?.

Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views. Which Service Console productivity tool should a consultant recommend?. A. Run a macro on each case. B. Use a mass Quick Action. C. Use a keyboard shortcut.

Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses. Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents. What should a consultant recommend to meet the requirements?. A. Use custom labels to manage quick text translations. B. Share a folder with quick text for each translation. C. Share each quick text individually to Public Groups.

Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are always between 175 and 255 characters. What should the consultant recommend that UC use for messaging?. A. SMS Long Code. B. SMS Enhanced. C. SMS Short Code.

Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching. What is the recommended feature to improve productivity?. A. Keyboard shortcuts. B. Quick text. C. Custom macros.

Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions. Which feature should a consultant configure to meet this requirement?. A. Chatter. B. Omni-Channel Supervisor. C. Flow Orchestrator.

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends. Which primary object should a consultant select to create a new Omni-Channel report type?. A. Agent Detail. B. Agent Work. C. Assigned.

Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally. Which solution should the consultant recommend to meet the needs of the organization?. A. Omni-Channel routing. B. Case escalation. C. Swarming.

Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution. Which strategy should a consultant recommend?. A. Create a dashboard using Reporting Snapshots. B. Create a dashboard for each support manager. C. Create a Dynamic Dashboard.

Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case. Which feature should a consultant recommend to meet these requirements?. A. Case teams. B. Case swarms. C. Account teams.

A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system. Which metric should a consultant use to assess the success of the new workforce management system?. A. Number of closed cases. B. Agent utilization. C. Deflection rate.

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions. What should the consultant do before creating an implementation plan?. A. Review Service Setup Assistant for Web-to-Case. B. Review guidelines and limits for Web-to-Case. C. Review Einstein Conversation Mining for Web-to-Case.

Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers. When implementing Salesforce in this scenario, which solution should a consultant recommend?. A. Email-to-Case. B. deg -Demand Email-to-Case. C. Email relay.

Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable. Which metric should a consultant use to help executive management understand support center costs?. A. All Cases by Customer. B. All Open Cases by Priority. C. Case Resolution Time.

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data. Which solution should a consultant recommend to meet the requirements?. A. Configure View All for the Case object and field-level security. B. Configure Case Team with Read Write and field-level security. C. Configure OWD for the Case object and implement Salesforce Shield.

To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page. How should a consultant configure this requirement?. A. Add the Knowledge tab to the Service Console. B. Add the Knowledge component to the Case record page. C. Add the Knowledge related list to the Case record page.

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency. Which metric should a consultant recommend to track the efficiency of individual agents?. A. Total Emails Sent. B. Call Abandonment. C. After Conversation Work Time.

Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers. However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed. Which Lightning Console feature should a consultant configure to support this need?. A. Chat Supervisor tab and Whisper Messages. B. Incident Management tab and Whisper Messages. C. Omni-Channel Supervisor and Whisper Messages.

Universal Containers has technical support and general customer service teams that use unique Service Console applications. Which configuration should a consultant use when deploying the console?. A. Assign the app to the User profile. B. Assign a permission set granting the Service User license. C. Assign the Service User license to their User record.

Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day. What should a consultant recommend?. A. Add History to the Utility bar. B. Create a custom dashboard. C. Keep all cases open in tabs.

A consultant has been hired to integrate a client's phone system with Salesforce. What should the consultant consider using for this integration?. A. Service Cloud Call Center. B. Lightning Dialer. C. Service Cloud Softphone Layout.

What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?. A. It should be deployed with Experience Builder. B. It is incompatible with Einstein Bots. C. It should be routed via Omni-Channel,.

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center. Which analytics solution should the consultant recommend?. A. Case report grouped by Call Center. B. Case History report grouped by Call Center. C. Dynamic Dashboard grouped by Call Center.

Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live. Which approach should a consultant use for data migration?. A. Prepare, Plan, Test, Validate, Execute. B. Plan, Prepare, Execute, Test, Validate. C. Plan, Prepare, Test, Execute, Validate.

Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service. What should the consultant recommend?. A. Have customers search the Knowledge base for solutions. B. Provide a toll-free customer support phone number. C. Create an Experience Cloud site for customers.

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments. What should the consultant recommend to an agent who wants to launch a Slack Swarm? A. Escalation rules. A. Escalation rules. B. Apex trigger. C. Quick Action.

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?. A. Einstein Next Best Action. B. Service Analytics Predictions. C. Visual Remote Assistant.

Which advantage does Salesforce provide with the OpenCTI framework?. A. Developers can Integrate with any telephony platform available with minimal need for customization. B. Agents can use telephony on a wide range of browsers and operating systems while only developing once. C. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?. A. Knowledge articles suggested by Einstein. B. Upcoming Milestones for the Case's Entitlement. C. Internal Chatter posts about the Case.

Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions. What is the recommended feature to meet the requirement?. A. Create sensitive data rules. B. Enable Assistance Flag Configuration setting. C. Create an IP blocking rule.

At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case. Where can a support agent verify that a customer is allowed to receive support?. A. Milestones. B. Entitlements. C. {0} Actions.

The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend?. A. Configure a self-service Knowledge Base. B. Configure Skills-Based Routing for service channels. C. Create auto-response templates for Case emails.

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences. Which KPI could help explain the disparity?. A. Measure cases with and without articles attached with high CSAT scores. B. Measure cases with and without articles attached with high net promoter scores (NPS),. C. Measure cases with and without articles attached based on case status.

Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce. Which solution should the consultant recommend?. A. Create a new Case record type. B. Enable Feed Tracking. C. Install an AppExchange app.

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW). Which feature should a consultant recommend?. A. Omni-Channel Routing. B. Milestones & Entitlements processes. C. Case Assignment rules.

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology. Which benefit can be expected?. A. Reduced post-interaction time. B. Reduced first contact resolution time. C. Reduced issue resolution time.

Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same customer contacts. UC wants to ensure that its Salesforce instance has clean data. Which best practice should a consultant recommend?. A. Deduplicate the data before importing into Salesforce. B. Import the records and create a Flow to change the data type. C. Import the records and use Duplicate Management.

An organization has requested guidance on how to delete customers’ personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations. Which solution should the consultant recommend to meet the requirement?. A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable. B. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention. C. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company. What is the recommended solution to meet the requirements?. A. Experience Cloud with payment processing. B. Einstein Bots with check processing. C. Service Cloud Voice with Tele-pay.

Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records. Which functionality should a consultant recommend to meet these requirements?. A. Email-to-Case. B. Web-to-Case. C. Slack Connect.

How should a consultant configure a report that shows the average number of days that Cases stay open. A. Create a formula field on Case to calculate the average age. B. Create a report snapshot of the number of open Cases each day. C. Use the standard Case age field on the resort.

Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well. How should the consultant display the data quickly?. A. Create reports from Cases and display on a dashboard. B. Migrate the data to a data lake and request a dashboard. C. Use Einstein Analytics for Service Cloud,.

Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours. Which approach should a consultant implement?. A. Establish Case Assignment rules. B. Create a Flow with a scheduled path. C. Configure Case Escalation rules.

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience. Which solution should the consultant recommend to meet the requirements?. A. Omni Channel with Queue-Based Routing. B. Omni-Channel with Capacity-Based Routing. C. Omni-Channel with Einstein Case Routing.