Pato a la naranja 2

A Service Cloud consultant has recently implemented a public Knowledge base. Which metric should the consultant use to measure the success of the implementation?. A. Monthly case volume. B. First call resolution. C. Average case resolution time.

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

Ursa Major Solar uses Omni-Channel. Many high-priority cases exceed the service deadline. Which setting should a consultant configure?. A. Skills-Based Routing. B. Secondary Routing Priority. C. Capacity Model.

Cloud Kicks (CK) wants to adopt AI for improving case closure KPIs. CK has 1000 closed cases. Which approach should the consultant recommend?. A. Turn on Einstein Service AI Grounding with Cases. B. Review Case data issues and set up Einstein Classification Apps. C. Set up Einstein Article Recommendations.

Universal Containers wants AI agents responses to reflect brand voice. What is the appropriate use of AI agents?. A. Agentforce Service Agent with standard topics. B. Einstein Bot for conversation structure. C. Agentforce Service Agent with custom topic instructions.

A company wants to integrate vehicle and customer data into Salesforce for a holistic view and trigger alerts. Which solution is recommended?. A. Use custom objects and external services. B. Use Data Cloud to unify real-time data. C. Use MuleSoft to sync data into standard objects.

What measurement will reflect cost savings after a new Service Cloud implementation?. A. KPIs for CSAT. B. Reduced service rep backlog. C. Reduced license count.

Support engineers need to view customer orders stored in other systems. Which solution should be recommended?. A. Utilize an AppExchange integration package. B. Utilize the Data Cloud CRM Connector. C. Utilize MuleSoft to integrate the systems.

A manager wants to compare the time cases spent in each status. Which report type is recommended?. A. Case Historical Trending report. B. Case Lifecycle report. C. Cases with Milestones report.

Cloud Kicks wants to add WhatsApp. What should the Service Cloud Consultant consider?. A. Queue-based routing is not supported. B. Emojis and polls are not supported. C. Group WhatsApp chats are not supported.

One custom field includes PII data. Account manager requires Read-Only, while support engineer requires No visibility. Which solution is recommended?. A. Configure OWD and implement Salesforce Shield. B. Configure Case Team and field-level security. C. Configure View All and field-level security.

How to ensure Knowledge searches only display articles for a reps product specialization?. A. Use article record types. B. Create data categories and assign using permission sets. C. Configure a private sharing model.

Which report type shows the duration a case spends in each status?. A. Cases with Historical Trending. B. Cases with Milestones. C. Case Lifecycle report.

Hundreds of cases are closed but still owned by a queue. Which solution is recommended?. A. Use Data Loader to assign to a default owner. B. Create a case validation rule. C. Create a case assignment rule.

Cloud Kicks wants to ensure security for customers using Agentforce Service Agent. What is recommended?. A. Case Management topic with exact Instructions. B. Service Customer Verification topic with a filter. C. Case Management topic with a custom action to verify.

Universal Containers wants to migrate permission sets from sandbox to production with traceability. Which method should be used?. A. Use Salesforce Metadata API. B. Deploy using an outbound change set. C. Manually recreate in production.

What should a consultant consider for integrating a phone system with Salesforce?. A. Service Cloud Softphone Layout. B. Lightning Dialer. C. Service Cloud Voice.

Where can a support rep verify if a customer is eligible to receive support?. A. Milestones. B. Actions. C. Entitlements.

Which metric measures the effectiveness of two-way mobile messaging?. A. Total Open Cases. B. First Interaction Close Rate. C. Reduced Call Volume.

Universal Containers wants Einstein to help reps locate information more quickly. Which feature is recommended?. A. Einstein Bots. B. Einstein Reply Recommendations. C. Einstein Article Recommendations.

All users should see the same KPIs calculated using only data the user can access. What is the recommended running user?. A. Dashboard viewer. B. VP of service. C. Team leaders.

Which KPI shows the impact of call volume surges on internal metrics in Service Cloud Voice?. A. After call work time. B. Abandon rate and average speed to answer. C. First call resolution.

Which report should be in a dashboard for executives to provide insights for decision-making?. A. Omni-Channel Analytics. B. Service Dashboards from AppExchange. C. CTI analytics reports.

What should be used to create 10 activities for each new partner onboarding?. A. Leverage Einstein Case Wrap-Up. B. Navigate a Screen Flow. C. Execute a macro.

The cost of contact center support increased. What cost-saving measure is recommended?. A. Create auto-response templates. B. Configure Skills-Based Routing. C. Configure a self-service Knowledge Base.

How to track how long each case is owned by each team before resolution?. A. Cases with Historical Trending report. B. Case Lifecycle report. C. Case with Milestone report.

Which tool provides a branded, mobile-ready self-service site?. A. Salesforce Mobile App. B. Experience Builder. C. Visualforce Pages.

What is the most efficient tool to notify customers when case status changes?. A. Escalation Rules. B. Case Auto-Response Rules. C. Assignment Rules.

How to route chats to agents based on specific skills?. A. Omni-Channel Skills-Based Routing. B. Standard Queue Routing. C. Case Assignment Rules.

Which tool monitors real-time agent status and workload?. A. Standard Reports. B. Dashboard with snapshots. C. Omni Supervisor.

Maximum number of data categories assigned to a single article?. A. 2. B. 5. C. 8.

Which Einstein feature provides the best next step on a case?. A. Einstein Classification. B. Einstein Case Wrap-Up. C. Einstein Next Best Action.

Which object defines the steps in a complex entitlement process?. A. Service Contract. B. Entitlement Template. C. Entitlement Process.

Which feature shows a timeline of case activities?. A. Case History. B. Case Feed. C. Milestone Tracker.

How to route cases to the agent who has been idle the longest?. A. Most Available. B. Least Active. C. Skill-Based.

Which report shows cases currently in each agent queue?. A. Case Lifecycle Report. B. Cases by Owner Report. C. Omni-Channel Agent Work Report.

How to allow customers to check case status via SMS?. A. Einstein Bots. B. Messaging for In-App. C. Social Customer Service.

How to automatically close cases inactive for 10 days?. A. Validation Rules. B. Escalation Rules. C. Scheduled Flow.

How to verify if a user can see Articles related list on Case?. A. Check Knowledge settings. B. Check Page Layout editor. C. Check Field Level Security.

Tool to import articles from an external system?. A. Data Loader. B. Knowledge Article Importer. C. Workbench.

What is required to use Omni-Channel in Lightning Console?. A. Enable Omni-Channel in Setup. B. Add Omni-Channel utility component. C. All of the above.

How to reduce the number of duplicate cases?. A. Duplicate Rules. B. Case Merge. C. Validation Rules.

Feature to temporarily transfer a call to another agent?. A. Cold Transfer. B. Warm Transfer. C. Call Waiting.

What shows the current health of a service center?. A. Report Folder. B. Dashboard. C. List View.

How to quickly view the status of a customer entitlement?. A. Entitlement related list. B. Entitlement icon on the case. C. Custom field on Account.

Best tool for automating complex multi-step support processes?. A. Workflow Rules. B. Process Builder. C. Flow Builder.

Purpose of Knowledge Promoted Search Terms?. A. To hide articles. B. To make articles appear first in results. C. To translate articles.

Most relevant metric for Knowledge base ROI?. A. Total number of articles. B. Case Deflection Rate. C. Number of authors.

Feature to search Knowledge from within a Case?. A. Global Search. B. Knowledge Component. C. Files Related List.

What is a Presence Status in Omni-Channel?. A. A report on activity. B. Setting indicating agent availability. C. A type of case.

Tool to create a sequence of screens for agents?. A. Macros. B. Screen Flow. C. Quick Text.

How to automatically assign cases to agent with fewest open cases?. A. Round Robin Rule. B. Omni-Channel Capacity-Based Routing. C. Manual Assignment.

Tool to ensure reps respond to high-priority cases within 1 hour?. A. Entitlement Process with Milestones. B. Escalation Rules. C. Workflow Rules.

Feature to start a chat session from a website?. A. Social Customer Service. B. Embedded Service Chat. C. Web-to-Case.

What is a benefit of using Quick Text?. A. Automatically translates. B. Saves time inserting pre-defined phrases. C. Encrypts emails.

Best self-service option for resetting passwords?. A. Experience Cloud with Knowledge. B. Einstein Bots. C. Email-to-Case.

Tool to migrate Knowledge articles between orgs?. A. Data Loader. B. Salesforce CLI or Change Sets. C. Import Wizard.

What is required to enable Einstein Article Recommendations?. A. 100 articles. B. 1000 closed cases. C. Both A and B.

Feature allowing supervisors to listen in on live calls?. A. Call Monitoring. B. Call Recording. C. Omni Supervisor.

How to show Warning message if case open more than 3 days?. A. Formula Field with Image. B. Escalation Rule. C. Validation Rule.

What should be used to store customer assets and serial numbers?. A. Products. B. Assets Object. C. Opportunities.

Feature allowing agents to pause a milestone timer?. A. Stop the clock setting. B. Business Hours. C. Entitlement Process.

How to route cases based on incoming email language?. A. Case Assignment Rules. B. Omni-Channel Flow. C. Escalation Rules.

Purpose of a Service Channel in Omni-Channel?. A. To define the source of work. B. To set agent capacity. C. To create reports.

Feature showing preview of customer website activity during chat?. A. Chat Visitor Tracking. B. Google Analytics Integration. C. Salesforce Shield.