ssc set 3

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy. An organization-wide default of Public Read/Write on the Case object.

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline. Which setting should a consultant configure to meet the requirements?. Skills-Based Routing. Capacity Model. Secondary Routing Priority.

At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case. Where can a support agent verify that a customer is allowed to receive support?. Milestones. Entitlements. Actions.

Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records. Which functionality should a consultant recommend to meet these requirements?. Email-to-Case. Web-to-Case. Slack Connect.

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?. Reduced post-interaction time. Reduced first contact resolution time. Reduced issue resolution time.

A business-to-consumer (B2C) company wants to decrease service costs. 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 payment processing. Einstein Bots with check processing. Service Cloud Voice with Tele-pay.

Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases. What should a consultant recommend?. Migrate child cases first. Migrate parent cases first. Migrate parent and child cases together.

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?. Social media. Messaging apps. Salesforce Knowledge.

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?. View All for Case. Case teams. Manager groups.

Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day. What should a consultant recommend?. Add History to the Utility bar. Create a custom dashboard. Keep all cases open in tabs.

Which feature can a consultant deploy to route cases from social channels within a limited timeframe?. Use custom case assignment rules. Implement an Apex solution. Use a third-party app from AppExchange.

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 client's business processes and requirements?. Configure, develop, and test the application in a sandbox environment. Develop training materials after configuring the application to prepare for user adoption. Migrate data to the sandbox environment and verify successful migration.

Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases. Which solution meets these requirements?. Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence. Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site. Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers’ wait times and enable agents to handle more inquiries at a time. Which feature should a consultant recommend?. Case auto-response rule. OmniStudio. Salesforce Chat.

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?. Create a Case Macro. Create a Validation Rule. Create an action on Case.

Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements: * Customer service agents 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?. Use Salesforce Flow for notifications and Case Teams to monitor cases. Use Escalation Rules for notifications and Case Teams to monitor cases. Use Salesforce Flow for notifications and Account Teams to monitor cases.

What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?. It should be deployed with Experience Builder. It is incompatible with Einstein Bots. It should be routed via Omni-Channel.

Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests. Which mobile development option should the consultant recommend?. Create two custom mobile apps, one for Apple and the other for Android. Explain that community users can access the site through a web browser. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros. Which prerequisite should the consultant consider?. Publisher actions are on the page layout. All users have permission to create macros. The Lightning page contains the Run Macros action.

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs). Which feature should a consultant use to meet this request?. Service Contracts. Salesforce Survey. Entitlement process.

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?. Approval Processes. Support Types. Support Processes.

Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) 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 support key performance indicators (KPIs), CK wants to know where to focus its efforts next. What should a consultant recommend that CK do next?. Allow agents to create and publish articles independently. Use the Search Activity Gaps dashboard component. Detach articles from cases to reset statistics.

Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers’ key performance indicators (KPIs). Which approach should a consultant recommend in this scenario?. Assign a global team of experienced analysts to create a standard report template. Ask leadership, management, and agents in all regions to vote on the standard report template. Request that the VP of worldwide support design a standard report template to provide a clear vision.

Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents’ console use, a consultant has determined that all configured features are required. Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?. Train on keyboard shortcuts. Prepare macros. Create multiple console layouts.

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: * Billing data is stored in an external system containing over 20 million records. * Only the finance department has direct access to the billing system. Which solution should a consultant recommend?. Create a custom tab that displays a search page from the billing system. Integrate payment data into Salesforce from the billing system using custom objects. Configure Salesforce Connect and External Objects to the billing system.

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency. Which metric should a consultant recommend to track the efficiency of individual agents?. Total Emails Sent. Call Abandonment. After Conversation Work Time.

Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents’ ability to find the appropriate answer while chatting with customers. What should a consultant recommend to meet this requirement?. Einstein Reply Recommendations. Einstein Article Recommendations. Action & Recommendations component.

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly. Generate all of the requirements with UC executives and then develop the project schedule. Finish all of the project requirements at once and deliver a complete solution.

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. 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?. Einstein Next Best Action. Service Analytics Predictions. Visual Remote Assistant.

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer. Which feature should the consultant suggest?. Web-to-Case. On-Demand Email-to-Case. Email-to-Case.

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage. Which reporting solution should a consultant recommend?. Custom Report Types with Reports and Dashboards. Knowledge Base Reports and Dashboard Package Installation. Knowledge Dashboard Pack for CRM Analytics Installation.

Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers. However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed. Which Lightning Console feature should a consultant configure to support this need?. Chat Supervisor tab and Whisper Messages. Incident Management tab and Whisper Messages. Omni-Channel Supervisor and Whisper Messages.

A consultant has been hired to integrate a client's phone system with Salesforce. What should the consultant consider using for this integration?. Service Cloud Call Center. Lightning Dialer. Service Cloud Softphone Layout.

Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. Which solution should a consultant recommend to meet this requirement?. Use auto-response rules to send an email to the customer. Use Escalation Rules to assign the case to a case queue. Use Flow Builder to send an email to the customer.

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 (SLAs). Which feature should the consultant consider?. Entitlements. Case Management. Service Contracts.

Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly. What should the consultant recommend to distribute cases?. Create queues with support agents and use assignment rules. Predefine case teams and use assignment rules. Configure Web-to-Case and use assignment rules.

A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support. Which solution should the consultant recommend to prevent this scenario from happening in the future?. Add the Case's Entitlement related list to the Case Lightning Record Page. Add the related Contact's Entitlement related list to the Case Lightning Record Page. Add the related Account's Entitlement related list to the Case Lightning Record Page.

Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally. Which solution should the consultant recommend to meet the needs of the organization?. Omni-Channel routing. Case escalation. Swarming.

Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices. Which feature should a consultant recommend to meet this requirement?. Web-to-Case. Einstein Chat Bot. Knowledge articles.

To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page. How should a consultant configure this requirement?. Add the Knowledge tab to the Service Console. Add the Knowledge component to the Case record page. Add the Knowledge related list to the Case record page.

Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well. How should the consultant display the data quickly?. Create reports from Cases and display on a dashboard. Migrate the data to a data lake and request a dashboard. Use Einstein Analytics for Service Cloud.

Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are always between 175 and 255 characters. What should the consultant recommend that UC use for messaging?. SMS Long Code. SMS Enhanced. SMS Short Code.

Service agents need to send emails with attachments to customers based on the case details. Which Lightning Service Console feature should a consultant use to meet the requirement?. Lightning Knowledge. Quick text template. Custom case actions.

A manager would like information on which Knowledge articles are used most often by call center agents. Which report should a consultant use to identify the Knowledge articles that are used most often?. Knowledge articles with the most revisions. Knowledge articles with the highest ratings. Number of Knowledge articles attached to Cases.

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions. What should the consultant do before creating an implementation plan?. Review Service Setup Assistant for Web-to-Case. Review guidelines and limits for Web-to-Case. Review Einstein Conversation Mining for Web-to-Case.

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?. Flow with notifications. Reports and dashboards. Approval process.

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 report on Products with Activities grouped by owner. Create a Custom Report type with Activities as the primary object. Customize the My Team's Calls This Week standard report.

Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates. Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access. What is the recommended running user to meet the requirements?. Dashboard viewer. Team leaders. VP of service.

Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards. Which solution should a consultant recommend?. Employee Community. Partner Experience site. Customer Experience site.

Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production. Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?. Data Import Wizard. Data Loader. Mass Transfer Records.

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents. Which feature should a consultant integrate into the Service Console?. In-App Guidance. Einstein Next Best Action. Actions & Recommendations.

The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often. What should UC do to address this situation?. Measure and reward agents based on the number of new articles submitted for approval. Measure and reward agents based on the number of new articles approved for publication. Require agents to check a box on the case when submitting a new suggested article.

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW). Which feature should a consultant recommend?. Omni-Channel Routing. Milestones & Entitlements processes. Case Assignment rules.

A consultant has been hired to integrate a client's phone system with the Service Console. What is the consultant required to do during this integration?. Enable the Lightning Console. Configure the CTI Adapter. Add the utility bar to the app.

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels. Management would like to provide a method for service agents to handle duplicates and delete one of the cases. Which action should a consultant recommend?. Enable Case Merge. Set up duplicate rules on Case. Create an autolaunched Flow.

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp. What should the consultant recommend to handle the new cases?. Implement Case Swarming. Implement Einstein Bots. Implement Skills-Based Routing.

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud. Which solution should a consultant recommend?. Email-to-Case. Chat with an agent. Knowledge base.