Pato a la naranja 3

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management. KPIs show a decrease in CSAT, but testimonials are great. Which KPI explains the disparity?. A. Measure cases with and without articles attached with high CSAT scores. B. Measure cases with and without articles attached based on case status. C. Measure cases with and without articles attached with high net promoter scores (NPS).

UC wants additional improvements to facilitate customer self-service after implementing CTI and Knowledge. What is recommended?. A. Have customers search the Knowledge base for solutions. B. Create an Experience Cloud site for customers. C. Provide a toll-free customer support phone number.

Ursa Major Solar needs to provide agents and customers visibility into issues like power outages. Recommended feature?. A. Workforce Engagement. B. Incident Management. C. Field Service Management.

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

CK received complaints from customers who prefer email/text but get calls via Sales Dialer. Efficient solution?. A. Use Dynamic Forms to hide the phone number. B. Set the Contact Do Not Call field value to True. C. Remove the phone number from the page layout.

UC wants to ensure agents are assigned an appropriate number of chat and case issues. Which solution?. A. Case assignment rules. B. Omni-Channel. C. Case team.

Service agents report Lightning Service Console is too crowded. All features are required. How to improve efficiency?. A. Train on keyboard shortcuts. B. Create multiple console layouts. C. Configure dynamic layouts and set component visibility.

How should a consultant deploy permission sets from sandbox to production following best practices?. A. Re-create them manually. B. Use Salesforce Workbench. C. Use a change set.

Account manager needs Read-Only PII data. Support engineer needs Read/Write but no PII visibility. Solution?. A. Configure View All for the Case object and field-level security. B. Configure OWD for the Case object and implement Salesforce Shield. C. Configure Case Team with Read Write and field-level security.

What is an advantage of the Salesforce OpenCTI framework?. A. Minimal customization for any telephony platform. B. Telephony works on multiple browsers/OS with single development. C. Softphone runs at the operating system level.

Three divisions use Knowledge. Each should only see its own articles in searches. Solution?. A. Sharing rule for each division via role hierarchy. B. Sharing rule based on article category. C. Data category group for each division via role hierarchy.

CK wants prior article versions to stay associated with closed cases after revisions. Recommended method?. 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.

Case Resolution times increased. Which Einstein feature helps agents locate info faster?. A. Einstein Bots. B. Einstein Article Recommendations. C. Einstein Reply Recommendations.

Agents need access to 20M billing records in an external system. Only Finance has direct access. Solution?. A. Integrate data using custom objects. B. Configure Salesforce Connect and External Objects. C. Create a custom tab for the billing system search page.

Tier 2 support needs to engage other teams via Slack to solve complex distribution partner issues. Solution?. A. Case escalation. B. Swarming. C. Omni-Channel routing.

Users need to view cases based on Product Type. Emails should only go to users with case access. Feature?. A. Account teams. B. Case swarms. C. Case teams.

How to manage 5 years of case data so it is available as an External Object for customers?. A. Salesforce Big Object. B. Salesforce CaseHistory Object. C. Salesforce Connect.

Maintenance cases have additional stages/fields compared to new product cases. Which feature to use?. A. Support Processes. B. Approval Processes. C. Support Types.

Which solution should be used to deploy Service Resources, Skills, and Routing from sandbox to production?. A. Data Import Wizard. B. Mass Transfer Records. C. Data Loader.

Experience Cloud customers need access to their agreed upon response times via the portal. Solution?. A. Maintenance Plans. B. Milestones. C. Service Contracts.

Universal Containers (UC) wants to improve the productivity of their agents by automating repetitive tasks. Which tool is most suitable?. A. Macros. B. Validation Rules. C. Assignment Rules.

Which feature allows a supervisor to see the live status and capacity of all agents in their team?. A. Omni-Channel Supervisor. B. Case Dashboards. C. Agent Reports.

UC needs to import 10,000 articles from a legacy system. What tool should they use?. A. Data Loader. B. Knowledge Article Importer. C. Import Wizard.

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

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

Which feature allows agents to see a timeline of case activities?. A. Case History. B. Case Feed. C. Milestone Tracker.

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

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

UC wants to allow customers to check case status via SMS. What should they use?. A. Einstein Bots. B. Messaging for In-App and Web. 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.

Reduce number of duplicate cases. What to use?. 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.

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

Quickly view status of a customer entitlement?. A. Entitlement related list. B. Entitlement icon on 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. Hide articles. B. Make specific articles appear first. C. Translate articles.

Track ROI of Knowledge base. Most relevant metric?. 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. Report on agent activity. B. Setting for agent availability. C. Type of case.

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

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

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

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

Benefit of using Quick Text?. A. Automatically translates. B. Saves time with pre-defined phrases. C. Encrypts emails.

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 / Change Sets. C. Import Wizard.

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.

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

Manage and 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.

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. Define the source of work. B. Set agent capacity. C. Create reports.

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

How should a Service Cloud Consultant 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 report. B. Cases with Milestones report. C. Case Lifecycle report.

CK wants to adopt AI for improving case closure KPIs. CK has at least 1,000 closed cases. Approach?. A. Turn on Einstein Service AI Grounding. B. Review Case data issues and set up Einstein Classification. C. Set up Einstein Article Recommendations.

UC wants AI agents responses to reflect brand voice. Most appropriate use?. A. Agentforce Service Agent with standard topics. B. Einstein Bot for conversation structure. C. Agentforce Service Agent with custom topic instructions.

What measurement reflects 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. Recommended solution?. A. AppExchange integration package. B. Data Cloud CRM Connector. C. MuleSoft to integrate systems.

A manager wants to compare time cases spent within each status. Report type?. A. Case Historical Trending. B. Case Lifecycle. C. Cases with Milestones.

Cloud Kicks wants to add a WhatsApp channel. Consideration?. A. Queue-based routing is not supported. B. Emojis and polls are not supported. C. Group WhatsApp chats are not supported.