SALESFORCE ServiceCloudConsultant 2

Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days. Define case auto-response rules. Establish case assignment rules. Use Flow Builder to create a flow with scheduled path. Configure case escalation rules.

A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting 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?. Validation Rules. Einstein Next Best Action. Service Analytics Predictions. Einstein Reply Recommendations.

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?. 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 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. Data loader, change sets, and Force.com Excel Connector. Visual Studio Code and change sets. Visual Workflow, data loader, and Force.com IDE.

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.

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?. Implement Field Service Lightning. Integrate with an enterprise resource planning system. Develop and publish a knowledge management system. Configure Visual Flows on Salesforce mobile.

Universal Containers wants to migrate articles from its currrent database as part of a new Salesforce Lightining Knowledge Implementation. Which factor should a Consultant consider as part of the migration strategy?. Prepare a single .csv file that can be used to migrate all article types at once and include a properties file in a .zip for import. 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. Convert any articles containing HTML into plain text before importing because HTML is NOT support in any article field types. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches it structure and content.

What should a consultant recommend to ensure chat requests contain enough information for Customer Service representative effectively respond?. Customize the pre-chat form. Customize the lightning console that page. Configure a chat validation rule. Configure lightning guided engagement.

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?. Knowledge search query with no results. Knowledge articles with the lowest rating. Knowledge articles created by call center agents. Number of knowledge articles in each data category.

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 age report type. Create a report using the case snapshot report type. Create a report using the case historical trending report type.

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. Quick Text. Omni-Channel. Publisher Actions. Chatter. Macros.

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 Salesforce Flow for notifications and case teams to monitor cases. Use Salesforce Flow for notifications and account teams to monitor cases. Use escalation rules for notifications and account teams to monitor cases. Use escalation rules for notifications and case teams to monitor cases.

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

What approach should a consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?. Create an article action for each record type; assign record types to service agents. Create a page layout for each record type; assign layouts to service agents. Create a permission set for each record type; assign permissions to service agents. Create a data category for each product; assign data categories to service agents.

Universal containers want 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 Cloud site. Configure Web-to-Case. Implement Recommended Articles. Deploy a Partner Central Community.

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

Milestones can be added to which two object types? Choose 3 Answers. Work order. Case. Service. Entitlement. Account.

Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product. What is the recommended method to meet the requirement?. Article Translation. Chatter Answers. Data Category Visibility. Data Category Groups.

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production. Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production? (2 answers). Mass Transfer Records. Data Import Wizard. Data Loader. Change Sets.

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?. Cross-Object Formula. Approval Process. Lookup Filter. Auto-Add Milestones.

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?. Enable Omni-Channel Case assignment. Configure a Visual Flow Troubleshooting Action. Implement Lightning Guided Engagement. Define separate Record Types for Tier 1 and Tier 2.

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 mitigation these concerns?. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training. Configure the new app in developer org and use an unmanaged package to deploy to production. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents. Which two features should a consultant integrate into the Service Console? Choose 2 answers. Interaction Log. Path for Cases. Lightning Process Builder. Lightning Flow for Service.

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?. Chat. Social Customer Service. Email-to-case. Web-to-case.

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?. Web-to-Case forms. Omni-Channel routing. On-Demand Email-to-Case. Standard Email-to-Case.

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 satisfaction Survey. Customer Purchase History. Customer Support Requests. Net promoter Score. Service Level Agreement.

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 customization for open cases. Enable agents to create their own personal articles. Enable suggested articles on new cases. Enable article submission during case close. Create an email template to send articles as PDF attachments.

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? (Choose two.). Number of Knowledge articles created each month. Number of cases closed by self-service users. Number of cases created using the Experience Cloud site by month. Average call handle time by team.

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 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. Verify that users are assigned the Chat user profile.

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?. High Volume Customer Portal. Lightning External Apps Starter. Customer Community Plus. Customer Community.

Which two capabilities of Lightning Knowledge ensure accurate content in articles? (Choose two.). Knowledge Action to Publish an Article once the Article is approved. 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.

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. Which two features should the consultant suggest? (Choose two.). Standard Email-to-Case. Apex Email Service. Web-to-Case forms. On-Demand Email-to-Case.

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?. Contact Salesforce to send a report on article efficacy. Send out a monthly survey to customers requesting feedback. Install Knowledge Base Dashboards and Reports AppExchange package. Create a group of super users that will evaluate and manage articles.

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?. Add History to the Utility bar. Define a custom List View. Use a second Console session. Keep all Case open in tabs.

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 two.). Quality monitoring score. Schedule adherence. Number of calls offered. Agent utilization.

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?. Prepare, Plan, Test, Execute, Validate. Plan, Prepare, Test, Execute, Validate. Prepare, Plan, Validate, Execute, Test. Plan, Prepare, Validate, Execute, Test.

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? (Choose three.). Enforce that customers must search the knowledgebase before they can see the Contact Us page. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day. Create a central "Contact Us" page which provides access to all available channels. Optimize the Experience Cloud site for mobile devices to have access to the same support as desktops. Replace the existing "Chat Now" button on the Customer Community with a toll-free phone number.

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?. Embedded Chat Service. Web-to-Case. Experience Cloud site. Case Assignment Rules.

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 two.). Knowledge Base. Automatic Call Distribution. Service Cloud Console. Experience Cloud site.

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

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 Customer Service for Twitter and Facebook. Social Media Marketing message tagging. Social Persona for Twitter and Facebook. Einstein Bot social queues.

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?. Build a Summary report on Products and Activities. Set up a reporting snapshot of the case, contact and activity objects. Customize the My Teams Calls this week standard report. Create a Custom Report type with activities as the primary object.

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. Customize service channel settings to define how the organization receives work from various sources. Create the necessary objects in Salesforce. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel. Create a Salesforce Case to have Omni-Channel enabled.

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?. Omni-Channel with Skills-Based Routing. Knowledge One with Article Recommendations. Live Agent and Live Message. Experience Cloud with self support.

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. Define Case Escalation Rules. Configure Process Builder.

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?. Allow Comments on Knowledge articles. Enable Chat in an Experience Cloud site. Implement Case Assignment Rules. Create a self-service Help Center.

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? Choose 3 answers. Install an adapter from AppExdiange to work with third-party CTI systems. Assign the correct Salesforce users to the Call Center. Create a softphone layout and assign to user profiles. Enable Chat in their Experience Cloud site to chat with an agent. Assign the Salesforce CTI license to Salesforce users.

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?. Salesforce Console. Entitlements and Milestones. Case Escalation. Case Assignment.

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?. Create multiple Console layouts. Enable Keyboard shortcuts. Define criteria-based record page components. Configure Macros.

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

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?. On-Demand Email-to-Case. An AppExchange package. Web-to-Case. Email-to-Case.

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

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? (Choose three.). Record Types. Support Processes. Article Record Types. Page Layouts. Omni-Channel.

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?. Next Best Actions. Push Notifications. Omni-channel Supervisor. Case Feed.

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, contracts, contract line items, and entitlements. Entitlement processes, contracts, milestones, and milestone actions. Entitlement processes, contract line items, milestones, and entitlements. Entitlement processes, milestones, milestone actions, and entitlements.

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?. Use Process Builder with Scheduled Actions. Enable Omni-Channel Routing. Configure Case Escalation Rules. Define Entitlements and Milestones.

Which feature should a Consultant recommend to allow a Tier 2 Service Representative totake over case processing from Tier l and know how far Tier l had progressed introubleshooting?. Service Console Macros. Lightning Guided Engagement. Path for Cases. Lightning Flow Component.

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. Lightning Console enablement. Call Center Definition File creation. Service Console case creation configuration.

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. Define Case Escalation Rules. Use Flow Builder to craete a flow.

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

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

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 a global quick action to capture details. Use an auto-launched flow to capture details. Use a new customer Path on Contact to capture details. Use Open CTI with Pop to flow to capture details.

A business to customer (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?. Experience Cloud with Customer Account Portal template. Field Service with Integrated Payments. Einstein Bots with Credit Card Payments. Service Cloud Voice with Tele-pay.