La nube del servicio

Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and Service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases. What should a consultant recommend to meet the requirements?. History Utility in the Utility bar. Screen flow launched from a global action. Recent Items set to Account object. Actions & Recommendations component.

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?. Incident Management. Video Support. Self Service Knowledge. Workforce Engagement.

Universal Containers has four 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?. Create a sharing rule for each division to provide access based on criteria of the article. Create a sharing rule for each division to provide access using the role hierarchy. Create a single data category group for each division and provide access using the role hierarchy. Create separate data category groups for each division and assign the category to a division profile.

Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarchy that is 10 levels deep. What should a consultant recommend?. Consolidate into 3 or fewer category groups. Reorganize into a hierarchy with 6 or fewer levels. Organize up to 200 categories in each category group. Assign up to 10 data categories per category group to each article.

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?. Standard Web-to-Case with assignment rules. Lightning Email with web routing prioritization. Omni-Channel with prioritized queues. Standard Email-to-Case with assignment rules.

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a consultant recommend to correct this problem?. Use a data tool to update the owner field of closed cases. Use Flow Builder to create a flow that changes the owner on closed cases. Create a case assignment rule to ensure cases are owned by a user when closed. Create a case validation rule to ensure cases are owned by a user when closed.

Cloud Kicks uses the Service Console and work items to route cases to available agents. Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?. Actions & Recommendations component. Global Shared Macro. Personalized navigation menu. Omni-Channel Utility widget.

Service agents at Cloud Kicks frequently encounter duplicate cases that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases. Which action should a Service Cloud consultant recommend?. Create an auto-launched flow. Set a validation rule. Configure a blocking duplicate rule. Enable Case Merge.

Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case. What is the recommended level of Case Access for the Case Team Role?. Read Only. Read/Write. Visible in Portal. Private.

Universal Containers wants a mechanism that provides customers access to product installation guides, FAQs, and warranty information. What solution should the consultant recommend to meet this request?. Create a Customer Experience Coud site. Implement Recommended Article. Deploy a Partner Central Community. Configure Web-to-Case.

The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a consultant suggest to help decrease customer wait times?. Create reports to analyze call data in order to understand peak times and ensure adequate staffing. Create case escalation rules to route high-priority cases directly to supervisors for resolution. Set up a Salesforce Customer Experience Cloud site that will allow customers to create cases online. Set up analytical snapshots to capture key case information and create historical trending reports.

Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Management wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs. Which feature should a Service Cloud consultant recommend?. Operating Hours and Shifts. Work Order Assignment. Service Appointment Bundling. Field Service Inventory.

DreamHouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete all of the information and a loan specialist needs to finish the submission. How should the administrator configure Salesforce to meet the requirements?. Create a screen-based flow accessible from the Experience site and internally. Post a web-to-case form on the site and assign the case to the specialist for completion. Use email-to-case for the client to submit the relevant information to the specialist. Add a custom Lightning component to the site and the Case Lightning record page.

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce?. Assign the correct Salesforce users to the Call Center. Create a softphone layout and assign to user profiles. Assign the Salesforce CTI license to Salesforce users. Install an adapter from AppExchange to work with third-party CTI systems. Enable Chat in their Experience Cloud Site to chat with an agent.

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record. Which channel should a consultant recommend to meet these requirements?. Email-to-case. Chat. Social Customer Service. Web-to-case.

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?. Assign a global team of experienced agents and leaders to create a common design template and report structure. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

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. KPIs show a decrease; however, many customers have provided testimonials about great support experiences. Which KPI should help explain the disparity?. Track the average calls per day, average cases per agent, and average cases per case type. Track net promoter scores as part of an automated survey after case closure for every case. Measure the difference in CSAT of cases with and without articles attached. Benchmark the average cases per agent versus the team average across each case channel.

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented?. Article Record Types must be created before the import. Multiple Article Record Types can be imported in the same CSV. Each Article Record Type must be in a separate CSV. Article Record Types will be created as part of the import.

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure the first-call resolution by call center location, agent, and calendar month. Which reporting solution should the consultant recommend?. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the Service Level Agreements. Which feature should the consultant consider?. Omni-Channel. Entitlements. Case Escalation. Case Milestones.

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements?. Create a self-service Help Center. Enable Chat in an Experience Cloud site. Implement Case Assignment Rules. Allow Comments on Knowledge articles.

Which search mechanism should be used to find case comments from within the Lightning Service Console?. Comments List View. Comment Search Component. Search Utility Component. Global Search.

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect a customer's interaction with a support agent while still providing relevant answers to the customer. How can a consultant automate the use of suggested articles to accomplish this goal?. On-demand email to case. Web-to-case question. An email to case inquiry. While holding for a support agent.

The contact center at Universal Containers offers support through phone, email, public website, and an Experience Cloud site. 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?. Number of cases created using the Experience Cloud site by month. Number of Knowledge articles created each month. Average call handle time by team. Number of cases closed by self-service users.

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the consultant recommend to gather information on Knowledge article usefulness?. Create a group of super users that will evaluate and manage articles. Contact Salesforce to send a report on article efficacy. Install Knowledge Base Dashboards and Reports AppExchange package. Send out a monthly survey to customers requesting feedback.

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production. Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production?. Data Import Wizard. Change Sets. Mass Transfer Records. Data Loader.

Universal Containers would like for article links to be shareable to different channels for social interactions. What solution should a consultant recommend?. Create a Visualforce page on the customer portal. Create a Chatter group and invite the customer to join with an external chatter user. Set up communication channel layouts in the object manager to use Insert Article into Social post. Set up Insert Article into Social post and enable the customer portal.

Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same level of Entitlements for response time and business hours on both Cases and Work Orders. CK would like an efficient method to manage the setup. What is the recommended configuration to meet the requirements?. Assign the Work Order to the same Case as the Entitlement Process. Work Orders created from a Case automatically inherit the Entitlement Process. Create an Apex Trigger to assign the Entitlements Work Order. Set up separate Entitlement Processes for Case and Work Order.

Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?. Service Console. Chat. Messaging. Social Customer Service.

Service Agents report that there are so many buttons and components on the Case layout that it is difficult for them to remember which features should be used. How can a consultant address this concern?. Configure Path for Cases. Use Einstein Next Best Action. Implement record types and page layouts. Improve Validation Rule messages.

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step should a consultant address before configuring Omni Channel?. Create a Salesforce Case to have Omni-Channel enabled. Customize service channel settings to define how the organization receives work from various sources. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel. Create the necessary objects in Salesforce.

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet the requirements?. Approval Process. Auto-Add Milestones. Cross-Object Formula. Lookup Filter.

AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing. What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?. Service requests are assigned to the technician using Omni-Channel. Service requests are assigned by the support reps to the technician. Service requests are assigned to a queue where the technician can accept it. Service requests are scheduled using Salesforce Field Service.

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the console. Which configuration option should be verified?. Verify that users are assigned the Chat user profile. Verify that users have access to the Chat buttons. Verify that users are assigned the Chat feature license. Verify that users have access to the Chat public group.

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?. Article Record Types. Page Layouts. Record Types. Support Processes. Omni-Channel.

Universal Containers wants to allow customers the ability to submit cases and also to see a dashboard of case resolution history. Which type of Community license should be used to meet these requirements?. Customer Community Plus. Customer Community. High Volume Customer Portal. Lightning External Apps Starter.

What are three best practices that should be used when deploying Salesforce functionality to production?. Ensure all users refrain from logging into production for an entire day prior to deployment. Select a window of time when users will NOT be making changes to the organization. Ensure that at least 60% of the code is covered by unit tests before deploying to production. Plan and communicate the deployment to all users of the organization in advance. Migrate a test deployment to a staging environment for a smoother real-life experience.

Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged. What feature should a consultant recommend to meet this requirement?. Social Conversation Component. Custom Lightning Component. AppExchange solution. Omni-Channel.

Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a Consultant recommend?. Use a second Console session. Add History to the Utility bar. Keep all Case open in tabs. Define a custom List View.

Ursa Major Solar sells industrial equipment and provides support through voice channels as well as mobile technicians. When incidents occur, high-priority customers have a dedicated phone number to call. Technicians must then be rerouted from the next scheduled work location to the high-priority customer site. What is the recommended solution?. Field Service. Incident Management. Visual Remote Assistant. Workforce Engagement.

Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce. What is the recommended license for the specialists?. WDC Only User. Salesforce Platform. Knowledge Only User. Salesforce.

Support is divided by product line at AW Computing. 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?. Set the organization-wide default to Private and create sharing rules to share with roles. Add a permission set for Read access to the appropriate product line. Assign the quick texts to Data Categories with access to the appropriate profiles. Create a folder for each product line and share them with the specific users.

A business to consumer (B2C) company wants to decrease service costs and improve customer relationships. 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?. Einstein Bots with Credit Card Payments. Service Cloud Voice with Tele-pay. Experience Cloud with Customer Account Portal template. Field Service with Integrated Payments.

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?. Entitlement processes, milestones, milestone actions, and entitlements. Entitlement processes, contracts, contract line items, and entitlements. Entitlement processes, contracts, milestones, and milestone actions. Entitlement processes, contract line items, milestones, and entitlements.

Cloud Kicks recently deployed an Omni-Channel implementation in Lightning. A set of service agents that handle security-related issues have complained that Case records are not being routed to them correctly. What are three necessary steps to test that the Omni-Channel implementation is routing correctly? Choose 3 answers. Change the owner to a queue associated with the routing configuration. Open the Omni-Channel Supervisor tab. Open the record you want to route. Enable Debug Omni-Channel routing configuration in Setup. Log in as a user who is enabled for Omni-Channel access.

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a consultant recommend to meet this requirement?. Integrate with an enterprise resource planning system. Configure Visual Flows on Salesforce mobile. Develop and publish a knowledge management system. Implement Salesforce Field Service.

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption?. Reduced support channels. Increased call deflection. Increased call routing accuracy. Optimized use of resources. Reduced issue resolution time.

Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?. Use a second Console session. Keep all Case open in tabs. Define a custom List View. Add History to the Utility bar.

Cloud Kicks is migrating its knowledge base from Classic Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifecycle by archiving and deleting articles of a certain designation now fails. What are two reasons the integration is failing? Choose 2 answers. The Article Type field is no longe ccessible via SOO or the API. Only Published articles are available in the AP. Users must have Modify All permission to delete archived articles. URL formats for articles differ between Classic and Lightning Knowledge.

Universal Containers is migrating from Classic 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? (Solo 1 respuesta). Use the Lightning Knowledge Migration Tool and choose 'include files'. Upload the files as Documents, then relate them to the migrated Articles. Use the Files Related List on each article to add files to your articles. Post the Files to the Chatter Feed on each Article.

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the Consultant suggest?. Omni-Channel routing. On-Demand Email-to-Case. Web-to-Case forms. Standard Email-to-Case.

A recent review of customer satisfaction surveys revealed the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. 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?. Service Analytics Predictions. Einstein Reply Recommendations. Einstein Next Best Action. Validation Rules.

Which three are characteristics of Flow?. Apex code must be used to update fields in the database. Only one version of a flow can be activated at a time. Elements can be used to update fields in the database. Apex code can be used to pass data to legacy systems. Elements can be used to pass data to legacy systems.

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?. Push Notifications. Case Feed. Next Best Actions. Omni-channel Supervisor.

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers. Enable article submission during case close. Enable agents to create their own personal articles. Create an email template to send articles as attachments. Enable article customization for open cases. Enable suggested articles on new cases.

Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the differences between a Private and Public Read Only organization-wide defaults sharing model on cases. Which two Queue behaviors should CK consider? Choose 2 answers. In a Public Read Only sharing model, all users can view cases in a Queue. In a Public Read Only sharing model, all users can take ownership of cases in the Queue. In a Private sharing model, only queue members and direct reports can view cases in a Queue. In a Private sharing model, only queue members can take ownership of cases in the Queue.

Cloud Kicks uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple departments in Cloud Kicks. How should the consultant recommend an agent launch a swarm?. Apex Trigger. Quick Action. Scheduled Flow. Dynamic Form.

Cloud Kicks uses Next Best Action to recommend actions that services agents can take when working on a customer case. Multiple service agents work on the same case. Service agents need to understand when actions were started, paused, resumed and completed. What should a consultant recommend service agents use?. History tab on the Actions & Recommendations component. Recommendation Strategy Metrics related list. Paused flow interviews Lightning Component. Einstein Next Best Action Strategy Builder.

Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes. What is the likely reason for the KPI change?. Agents do not have access to the same Knowledge articles as customers. Customers must spend additional time registering for the portal. Self-service deflects easy cases, leaving more complex cases for agents. Customers are spending additional time searching for answers.

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages. Which Service Cloud feature should the Consultant recommend to address this requirement?. Entitlements and Milestones. Case Assignment. Salesforce Console. Case Escalation.

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?. Social Persona for Twitter and Facebook. Social Media Marketing message tagging. Einstein Bot social queues. Social Customer Service for Twitter and Facebook.

Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. Which solution should a consultant recommend?. Outlook Integration. Email-to-Case. Web-to-Case. On-Demand Email-to-Case.

Universal Containers has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views?. Reduce the number of fields displayed. Restrict visibility of the views. Filter the views by case owner. Remove filter criteria from the views.

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers. Agent utilization. Quality monitoring score. Number of calls offered. Schedule adherence.

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 Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting. Which consideration should the administrator be aware of when making this change?. Data Category Visibility of Custom overrides Organization-wide Sharing Default access. Data Categories no longer control access to articles. Data Category Visibility of All Categories provides Public Read Only access. Data Category Visibility of All Categories provides Public Read/Write access.

Cloud Kicks is preparing to deploy Omni-Channel Routing to dispatch work items to service agents. The Head of Service wants to know what should be done during high-volume incidents where over 200.000 cases are opened. What should a consultant recommend as a solution?. Use a Most Available Routing Model which will assign to the agent that will be available later. Set Work Item Size to Percentage of Capacity to only consume part of an agent's availability. Configure an Overflow Assignee with a user or queue outside the routing configuration. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.

Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure everyone is aligned. In addition, the team limits the amount of work in a given state based on capacity and bandwidth. Which methodology should a consultant recommend?. Extreme Programming. Lean Development. Scrum. Kanbam.

Cloud Kicks uses Social Customer Service to create and respond to customer cases. After closing a case, service agents are seeing duplicate cases when the customer makes a new social post. What should a consultant recommend. Change the Run Apex As User to a service agent profile. In Inbound Settings, set Enable Case Reopen to 3 days. Establish Duplicate Rules to find similar cases. Configure a Macro to close the duplicate case.

The support team at Cloud Kicks would like to implement Messaging to gather customer feedback and issues. What are two places the messages can be routed to? Choose 2 answers. Chatter Group. Web Chat. Einstein Bots. Call Center Agent.

Cloud Kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size. Which is the recommended feature to meet the requirement?. Experience Cloud Create Case Form. Web-to-Case. Contact Request Flow. On-Demand Email-to-Case.

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

Cloud Kicks provides support to customers across the world and uses the 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 to the correct groups of service agents. What should a consultant recommend to meet the requirements?. Use Translation Workbench to localize each Quick Text. Set the Organization-Wide default to Public Read Only. Share a folder with Quick Text for each language. Share each Quick Text individually to Public Groups.

Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: · A work order is submitted to a field service team to perform a technical review. · After the technical review is closed, an agent needs to contact the customer to review the activities. · Cases can only be closed after the customer review has been completed Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object Which three aspects should the consultant consider to meet these requirements?. Work orders and customer contact escalation requirements. Visibility and access to the work orders records. Total number of account and contact records in the database. Account team relationships to the primary contact. Case closure rules on the original case.

Cloud Kicks uses Dialer and one-click calling to initiate phone calls to customers. They have recently received complaints from customers who have set their communication preferences to email only or text only. What should a consultant recommend to meet the requirements?. Configure a Validation Rule to block one-click calling. Set the Contact Do Not Call field value to true. Configure Dialer to use Voicemail Drop by default. Use Dynamic Forms to conditionally hide the one-click field.

Ursa Major Solar sends service technicians to customer locations. Customers have complained about 4 hour long appointment windows and lack of information about the technician's arrival time. What is the recommended feature to improve the customer experience?. Omni-Channel Routing. Incident Mangement. Video Support. Appointment Assistant.

Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics. CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction. What should the consultant explain about Average Speed of Answer?. It captures the same information as First Call Resolution. It includes blocked and abandoned calls. It is the typical experience of a caller. Is is skewed by calls that are quickly answered.

Cloud Kicks uses the Service Console. Service agents frequently link related cases to each other. Service agents have asked to see the most recent case feed activity on the related case without having to manually open the record. Which feature should a Service Cloud consultant recommend to improve the user experience?. Macro to open related cases. Customized case hovers. Quick Actions added to the case page. Actions & Recommendations component.

Cloud Kicks (CK) uses Classic Knowledge and wants to make it more efficient for service agents to create articles on Case closure. CK wants to pre-populate draft articles with details such as the Source Case, Title, Details, and Data Category. What is the recommended method to meet the requirements?. Use a Quick Text Response. Use Apex to pre populate fields. Use a Login Screen Flow. Use a Global Quick Action.

Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customers with a Gold Service Contract, agents must provide a response to each customer contact within 24 hours. CK plans to use Milestones. What is the recommended Milestone Recurrence Type to meet the requirements?. No Recurrence. Sequential. Independent. Auto-Add.

Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, Twitter, and Istagram. What is the recommended license to meet the requirements?. Service Cloud User feature license. Einstein Reply Recommendations. Einstein Social Insights add-on. Social Service Pro add-on.

AW Computing would like to interact with customers on Facebook and Twitter Where are the conversations tracked in Salesforce?. Case Chatter feed. Social Post record. Case activity feed. Case notes related list.

AW Computing provides an-site support for its customers' products. Field technicians install, repair, and provide preventive maintenance as part of warranty terms. As part of these services, technicians must have readily available replacement parts to utilize. How should the availability and consumption of the parts be tracked to ensure an accurate inventory of parts for each technician?. Utilize Salesforce CPQ module. Create asset records for eoch part. Use Salesforce Field Service. Integrate with an ERP application.

Cloud Kicks (CK) plans to deploy Service Cloud. Customers have different levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution. Which question should be asked to determine the preferred solution?. Do multiple versions of the entitlements need to be created and maintained?. Is support provided en a periodic basis and renewed annually?. Do Service Agents need to determine whether a customer is eligible for support?. Will customers access self service resources through Experience Cloud?.

Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs). Which two features need to be configured as part of the implementation? Choose 2 answers. Workflow Actions. Milestones. Assignment Rule. Escalation Rule.

Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce. The customer's email address is used to populate details from another system and enrich the Contact record. A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience. What is the recommended method to consistently capture new caller details?. Use an auto-launched flow to capture details. Use a global quick action to capture details. Use a new customer Path on Contact to capture details. Use Open CTI with Pop to flow to capture details.

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information. How should the consultant recommend the report be created?. Create a Custom Report type with activities as the primary object. Customize the My Teams Calls this week standard report. Set up a reporting snapshot of the case, contact and activity objects. Build a Summary report on Products and Activities.

Metrics show that Universal Containers has a high call abandonment rate. Which two strategies should a consultant recommend? Choose 2 answers. Set up Email-to-Case. Add additional agents to lower average hold time. Simplify the interactive voice response (IVR) tree. Use Assignment rules and case queues.

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers. Chatter. Publisher Actions. Quick Text. Macros. Omni-Channel.

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields. Which three best practices should a consultant recommend? Choose 3 answers. Deduplicate the data before importing into Salesforce. Import the records and create a workflow rule to change the data type. Standardize all rows to match Salesforce data types. Install the Data Quality Analysis Dashboards from the AppExchange. Import the records and use Duplicate Management.

The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solutions should a Consultant recommend? Choose 2 answers. Service Cloud Console. Knowledge Base. Experience Cloud site. Automatic Call Distribution.

Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier 1 had progressed in troubleshooting?. Service Console Macros. Lightning Guided Engagement. Path for Cases. Lightning Flow Component.

Milestones can be added to which two Object types? Choose 2 answers. Case. Work Order. Service. Account.

A Service Representative transfers a Chat to another Representative. Which two things will happen? Choose 2 answers. The Customer does not know they were transferred. The Chat Transcript and Case are transferred. Both Service Reps can chat with the Customer. The Customer is shown the new Representative's Name.

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management. What is the recommended method to decrease the time it takes to close cases?. Create Synonym Groups. Create Article Translation. Enable Suggested Articles. Add Data Category Groups.

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

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production. How should a consultant correct this problem?. Grant Authors access to the FAQ article type. Grant Authors access to the FAQ record type. Add Authors to the FAQ Data Category. Set Article Org Wide Default to Public ReadWrite.

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?. Create a sharing rule to share the contact record with the site member. Update the case assignment rule to add the site member to the predefined case team. Change the org-wide default for cases and contacts internal access to private. Set up a sharing set to grant access based on the site member's contact record.

Which two capabilities of Lightning Knowledge ensure accurate content in articles? Choose 2 answers. Data Category to assign an article record type to a Reviewer. Approval Process that assigns an Article to a Reviewer Queue. Validation Rules for article record types to verify all fields during creation. Knowledge Action to Publish an Article once the Article is approved.

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 chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support. What is the recommended solution to meet the requirements?. Live Agent and Live Message. Experience Cloud with self support. Omni-Channel with Skills-Based Routing. Knowledge One with Article Recommendations.

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?. Activate a Validation Rule. Create a Case Macro. Configure Process Builder. Define Case Escalation Rules.

Universal Containers wants to migrate articles from its current database as part of a new Salesforce Lightning Knowledge implementation. Which factor should a consultant consider as part of the migration strategy?. Verify that each article type has field-level security on all fields set to read-only prior to import, in order to prevent any loss of data. Prepare a single .csv file that can be used to migrate all article types at once and include with a properties file in a .zip for import. Ensure that each existing article type has a corresponding Salesforce Knowledge article record type that matches its structure and content. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement?. Define case auto-response rules. Establish case assignment rules. Configure case escalation rules. Use Flow Builder to create a flow with a scheduled path.

Service Representatives are complaining that the Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a consultant suggest to improve the efficiency of console users?. Define criteria-based record page components. Configure Macros. Enable Keyboard shortcuts. Create multiple Console layouts.

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specified amount of time. What approach should a consultant recommend to meet these requirements?. Configure Case Escalation Rules. Enable Omni-Channel Routing. Use Process Builder with Scheduled Actions. Define Entitlements and Milestones.

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. Which approach should be used for the data migration?. Plan, Prepare, Validate, Execute, Test. Plan, Prepare, Test, Execute, Validate. Prepare, Plan, Test, Execute, Validate. Prepare, Plan, Validate, Execute, Test.

Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend?. Web-to-Case. Email-to-Case. On-Demand Email-to-Case. An AppExchange package.

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered? Choose 3 answers. Visualforce pages refer to Classic article types. Article numbers change during migration. Attachments and .html files in Classic Knowledge are moved to the Files object. Each article must be associated to a record type. Approval process history migrate to Lightning Knowledge.

Universal Containers' agents need to be more productive when working cases. Agents want to send emails 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. Add a formula block to the macro. Create a formula to build the macro logic around. Add multiple ELSE IF blocks after the IF block. Add conditional logic to the instructions.

Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button 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?. Flow Builder. Assignment rule. Validation rule. Workflow Rule.

Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours. The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to 'Run as specified user'. What is the recommended Experience Cloud license to meet the requirements?. Partner Community Login. High Volume Customer Portal. Customer Community Login. Service Cloud Portal.

Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. What should the consultant recommend to mitigate these concerns?. Deploy the configured and tested app to production. Configure the new app in developer org and use an unmanaged package to deploy to production. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

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 reporting solution should be recommended?. Create a report using the Case Lifecycle report type. Create a report using the Case Snapshot report type. Create a report using the Case Age report type. Create a report using the Case Historical Trending report type.

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Knowledge Articles displayed on the Case record page. How should a consultant configure this requirement?. Add Knowledge Data Categories to each Case. Add the Knowledge related list to the Case record page. Add the Knowledge Component to the Case record page. Add the Knowledge tab to the Service Console.

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system. When implementing Salesforce, what solution should a consultant recommend for this scenario?. Web-to-Case. On-Demand Email-to-Case. Salesforce for Outlook. Email-to-Case.

Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system. Which two features should a consultant recommend to provide this functionality? Choose 2 answers. Middle-tier integration. External Objects. Salesforce Connect. Custom Objects.

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: • Agents need to collaborate with other teams. • The product development team needs to be alerted on high- priority cases for specific products. Which solution will meet these requirements?. Use escalation rules for notifications and case teams to monitor cases. Use Salesforce Flow for notifications and case teams to monitor cases. Use escalation rules for notifications and account teams to monitor cases. Use Salesforce Flow for notifications and account teams to monitor cases.

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement? Choose 3 answers. Customer Support Requests. Service Level Agreement. Customer Purchase History. Net promoter Score. Customer Satisfaction Survey.

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers. CTI Adapter configuration. Service Console case creation configuration. Lightning Console enablement. Call Center Definition File creation.

Universal Containers (UC) wants to schedule technicians for repair services when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?. Mobile Connect. Omni Channel. Field Service. Contact Requests.

Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next. Which Knowledge dashboard should a consultant use?. Most Linked Articles. Search Activity Gaps. Top Articles sorted descending. Most Revised Articles.

Cloud Kicks wants to implement a solution that would hold service reps accountable to customer service level agreements. Which two steps should be completed to meet this request? Choose 2 answers. Configure Service Contracts. Create an Entitlement Process. Enable Work Orders. Set up Milestones.

Universal Containers 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?. Mass Transfer Records, change sets, and Visual Studio Code. Visual Workflow, data loader, and Force.com IDE. Data loader, change sets, and Force.com Excel Connector. Visual Studio Code and change sets.

If a case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a consultant configure the Lightning Service Console to support this requirement?. Configure a Visual Flow Troubleshooting Action. Implement Lightning Guided Engagement. Define separate Record Types for Tier 1 and Tier 2. Enable Omni-Channel Case assignment.

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement?. Experience Cloud site. Embedded Chat Service. Web-to-Case. Case Assignment Rules.

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?. Organize the requirements from largest to smallest. Provide a timeline that addresses all the requirements. Prioritize the requirements based on who submitted them. Identify the requirements needed for initial GoLive.