Pato a la naranja 1

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?. A. Total Open Cases. B. Reduced Call Volume. C. First Interaction Close Rate.

Universal Containers wants to automate responses to a high volume of common customer queries such as 'What is my account number?' or 'I need to reset my password.' They require a solution that can operate 24/7, provide natural, conversational replies, and understand the context of the entire conversation. What should the Service Cloud Consultant recommend?. A. Implement Agentforce Service Agent with standard topics like 'Account Management' and associated actions. B. Implement generative Search Answers on a customer-facing knowledge base. C. Implement public knowledge base in an Experience cloud and create users for each customer.

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. Add a permission set for Read access to the appropriate product line. B. Set the organization-wide default to Private and create sharing rules to share them with roles. C. Create a folder for each product line and share them with public groups.

Universal Containers wants to set up the entitlements process to help its customer support reps adhere to its service-level agreements (SLAs). To which object should the consultant add Milestones?. A. Asset. B. Case. C. Account.

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

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 for each support manager. B. Create a Dynamic Dashboard. C. Create a dashboard using Reporting Snapshots.

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. Service rep utilization. B. Number of closed cases. C. Deflection rate.

Cloud Kicks provides support for their customers 24 hours a day. The Service managers at Cloud Kicks would like to have a report that shows the average number of days cases stay open. The Service Cloud Consultant has created a report using the standard Age field but this is not correctly showing the age for open cases. What should the consultant do to resolve this?. A. Create a custom formula field to calculate the case age. B. Create a report snapshot of number of open cases per day. C. Enable Business Hours Age in Setup and add the field to the report.

Universal Container's support department wants to ensure its AI agents' responses consistently reflect the company's brand voice and preferred communication style, while also being explicitly instructed on what types of responses to avoid. This level of control is crucial for maintaining brand consistency in customer interactions. What would be the most appropriate use of AI agents to address this requirement?. A. Einstein Bot to have a well-defined conversation structure. B. Agentforce Service Agent with custom topic instructions. C. Agentforce Service Agent with standard topics and instructions.

A Service Cloud Consultant is working with a telecommunications client. The client aims to improve first-contact resolution by 30% through implementing new case automation and Agentforce Service Agent. The client expects the changes to enhance customer satisfaction, but is concerned about adoption and system complexity. What should the consultant do first to help manage concerns and align expectations?. A. Develop a detailed Agentforce Service Agent configuration plan with automated case routing rules and escalation paths. B. Conduct a risk register focusing on technical challenges, user adoption barriers, and impact on existing workflows while engaging key stakeholders early. C. Recommend postponing the project until all technical requirements are finalized.

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 first contact resolution time. B. Reduced post interaction time. C. Reduced issue resolution time.

A customer service organization wants to implement an at-scale Incident Management process with its internal development teams across businesses. The development teams use Jira as their development system of record, and the service organization is in Service Cloud. What should a Service Cloud Consultant recommend exploring?. A. An AppExchange package for Incident Management and a package for Jira Connection. B. A connected application with the Jira Integration settings for Customer Service Incident Management. C. Salesforce Customer Service Incident Management with Jira through MuleSoft Composer.

Cloud Kicks (CK) provides varying levels of support based on the customer's service contract. For customers with a Gold service contract, CK plans to use milestones. For example, a call comes in at 11:00 AM on Wednesday. The service rep responds at 1:00 PM on Wednesday to complete the first milestone. Then, the service rep must respond by 1:00 PM on Thursday to complete the second milestone. Which milestone recurrence type should the consultant recommend?. A. Independent Recurrence. B. No Recurrence. C. Sequential Recurrence.

Which best practice should be used when deploying standard Service Cloud functionality to production?. A. Ensure that all of the code is covered by unit tests before deploying to production. B. Plan and communicate the deployment to users of the organization in advance. C. Ask users to refrain from logging in to production the day of deployment.

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

Cloud Kicks (CK) has several hundred knowledge articles that span dozens of topics and cover a wide range of products, help articles, and troubleshooting ideas. The admin at CK is going to organize the knowledge articles into data categories. What should the admin keep in mind when organizing articles?. A. There can be up to 10,000 data categories per data category group. B. Data category hierarchy can have up to 10 levels. C. Articles can have up to eight data categories per data category group.

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

The Universal Containers product development team uses Service Cloud. UC has recently added its billing support team to its existing Service Cloud implementation. Upon reviewing the billing and product team's case lifecycles, the following statuses were documented. How should a consultant configure Service Cloud to provide each team with the correct case lifecycle?. A. Create a Path widget to visualize each team's lifecycle. B. Use Support Processes for each team's lifecycle. C. Use dynamic forms to hide unnecessary options for each team's lifecycle.

Cloud Kicks uses Omni-Channel to route cases to service reps based on location. At times, certain locations are over capacity while other locations have available capacity. Managers would like the ability to respond to these situations. What should a consultant recommend as a solution?. A. Use Omni-Channel Skills Based Routing to expedite case resolution. B. Configure an Overflow Assignee in Omni-Channel Routing. C. Use Omni Supervisor to change reps' queues.

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

Cloud Kicks is implementing a focused Messaging strategy to pass priority issues to the right reps. Which solution should a Service Cloud Consultant explore to track handle time and messaging session resolution on these specific interactions?. A. Create a custom report type with AgentWork as the primary object and Messaging Session as the secondary object. B. Create a custom report type with AgentWork as the primary object and Messaging User as the secondary object. C. Create a custom report type with Messaging Session as the primary object and AgentWork as the secondary object.

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

Cloud Kicks wants to ensure security for its contact center customers when they use the Agentforce Service Agent to access and modify their cases. What should a Service Cloud Consultant recommend to implement this security option on the AI agent?. A. Implementing the Case Management topic with a custom action to verify customers. B. Implementing the Case Management topic with exact Instructions and Custom Actions. C. Implementing the Service Customer Verification topic with a filter on the Case Management topic.

Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service reps 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 reps. What should a consultant recommend to meet the requirements?. A. Share a folder with quick text for each translation. B. Share each quick text individually to Public Groups. C. Use custom labels to manage quick text translations.

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

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

Universal Containers would like to set up Salesforce to automatically route cases to the appropriate service reps based on the following criteria: Cases are generated via email, web form, or Experience site. Service reps should be able to handle three cases at a time. Service reps should be able to choose whether to accept new cases. The service rep's manager should have insight into the rep's workload. Which tool should the administrator use to route cases based on the support team's requirements?. A. Omni-Channel routing. B. Case assignment rules. C. Record-triggered Flow.

Support reps at Cloud Kicks handle three unique types of customer issues. Support rep turnover is high, so there are many inexperienced reps on the front lines. Management would like a way for all reps to gather information relevant to the specific issue in a user-friendly interface and ensure Einstein Next Best Action is displayed. Following best practices, how should the admin configure Service Cloud to meet these requirements?. A. Use the Actions & Recommendations component to launch flows. B. Create a Lightning record page for each record type. C. Define page layouts, record types, and support processes.

The contact center at Universal Containers wants to reduce case volume and resolution time within Service Cloud. Which solution should a Service Cloud Consultant recommend?. A. Use the Article Auto Response flow. B. Embed the Agentforce Service Agent in the Service Console. C. Implement a Knowledge base for customers and internal users.

Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read Only access and a support specialist needs Read and Write access. Which feature will provide the required level of access?. A. View All for Case. B. Case teams. C. Manager groups.

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. Change all images to JPEG files. C. Ensure each image is less than 25 MB.

A growing retail company wants to modernize its legacy on premises contact center which is costly, hard to scale, and lacks support for new digital channels. The company wants to reduce overhead, scale easily during seasonal spikes, and give service reps real-time customer insights. What should a Service Cloud Consultant recommend?. A. Build a custom Experience Cloud solution and integrate with external telephony providers using APIs. B. Deploy Salesforce Contact Center with Amazon Connect to unify voice, chat, and case management in the cloud with real-time insights. C. Extend legacy systems using Omni-Channel, Live Agent, and a third party CTI to add new digital channels over time.

Universal Containers (UC) has decided to use skills based routing to ensure service reps are assigned the appropriate work item. UC requires that it can view the backlog of work grouped by skills, to reassign reps to the appropriate skill. What should the Service Cloud Consultant recommend?. A. Configure custom logging and capacity alerts in Omni-Channel flow. B. Use the capabilities within Omni Supervisor. C. Create a custom report type with inline editing.

Cloud Kicks would like to add a WhatsApp channel to its available support channels. What should the Service Cloud Consultant consider?. A. Group WhatsApp chats are not supported. B. Emojis, polls, and quick text are not supported. C. Queue-based routing is not supported.

The VP of service at Universal Containers wants to make it easier and faster for support reps to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?. A. Create a Macro to send an email with Knowledge articles. B. Create an auto response rule that links to Knowledge articles. C. Set up the Case Deflection component to share Knowledge articles.

Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multiple instances where customers have used abusive language because they are upset with the company. However, CK still needs to service these customers. Which solution should the Service Cloud Consultant recommend?. A. Create a Service Agent for intake and use the Raise Supervisor Flag action. B. Use Slack Case collaboration to get the customer solution quickly. C. Create a Service Agent for intake and use the Escalate to Supervisor action.

Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant is having trouble locating the 'Accounts with Entitlements with Contacts' and 'Service Contracts with Contract Line Items' custom report types. What should the consultant do to troubleshoot?. A. Verify that Salesforce Knowledge is enabled. B. Verify that entitlement management is enabled. C. Verify that Historical Trend Reporting is enabled.

A Service Cloud Consultant is overseeing a Service Cloud implementation for a retail organization. The rollout includes new case assignment processes, customized Service Console layouts, and a knowledge base. The consultant wants to ensure deployment proceeds smoothly and that users are prepared for go-live. What should the consultant do first to develop an effective deployment and training strategy?. A. Host informational sessions about new features while technical configuration is underway and plan for post deployment user support to address training needs as they arise. B. Define rollout milestones, set up appropriate sandbox environments for testing and training, and plan scenario based user training sessions. C. Prepare user-facing documentation and quick reference guides early, then roll out features once the Service Console layouts are finalized.

The call center manager at Universal Containers wants to generate daily reports to monitor service rep 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 Work.

Cloud Kicks asked a Service Cloud Consultant to help it determine its customer retention rate. Which numbers does the consultant need to calculate an accurate rate?. A. Customers at the start of a given period, customers at the end of that period, and new customers acquired during that period. B. Customers at the start of a given period, customers at the end of that period, and old customers who returned during that period. C. Customers at the start of a given period, customers at the end of that period, and customers lost during that period.

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

Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on cases. What should they consider before implementation?. A. Swarming can only be initiated from Slack. B. Messages from a swarm can be shared to the case feed. C. Swarms can be closed from Slack or Salesforce.

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

Universal Containers (UC) is considering replacing its traditional chatbot with Agentforce Service Agent to enhance customer engagement. Its current bot frequently struggles with understanding follow-up questions and maintaining context across a multi turn conversation, leading to frustrated customers. What core capability of Agentforce Service Agent directly addresses UC's challenge?. A. Trained natural language models (NLMs) to interpret the most recent user input. B. A rigid, declarative dialog system that requires predefined conversation flows for every interaction. C. Generative AI to understand human language and maintain context across entire conversations.

Universal Containers (UC) is implementing an Agentforce Service Agent for its customer portal. UC needs the AI agent to answer complex customer questions by drawing information from their existing Salesforce Knowledge base, which contains articles with specific, well-defined fields for product dimensions and material specifications. Which feature is needed to connect the AI agent to the Salesforce Knowledge base?. A. Agentforce Data Library. B. Einstein Search for Knowledge. C. Knowledge component in Experience Builder.