Interaction Channels
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information. Which type of Community license should be used to meet these requirements?
A. Company Community
B. Employee Community
C. Customer Community
D. Partner Community
C. Customer Community
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. 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 2 answers
A. Number of calls offered
B. Agent utilization
C. Quality monitoring score
D. Schedule adherence
B. Agent utilization
D. Schedule adherence
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
• Ability for visitors to search Knowledge articles without registering or logging in
• Ability for over one million registered customers to securely submit cases and view the status of those cases
• Ability to display white papers to registered customers
• Ability for registered customers to save favorite Knowledge articles for easy access later
What should the consultant recommend as part of the solution?
A. Implement Partner Communities with Knowledge.
B. Implement Customer Communities with Content.
C. Implement Employee Communities with Content.
D. Implement Customer Communities with Knowledge.
D. Implement Customer Communities with Knowledge.
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
A. Configure Lightning Guided Engagement.
B. Configure a Live Chat Validation Rule.
C. Customize the Pre-chat form.
D. Customize the Lightning Console chat page.
C. Customize the Pre-chat form.
Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
A. Chat Queue-based routing
B. Case Skills-based Assignment Rules
C. Omni-channel Queue-based routing
D. Omni-channel Skills-based routing
C. Omni-channel Queue-based routing
What is a common deflection technique to reduce the number of interactions for a contact center?
Choose 2 answers.
A. Recommend articles during a call for a support agent
B. Suggest articles for a web-to-case question
C. Suggest articles for an email-to-case question
D. Recommend articles prior to a Live Agent session
B. Suggest articles for a web-to-case question
D. Recommend articles prior to a Live Agent session
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?
A. Contact Salesforce to send a report on article efficacy.
B. Send out a monthly survey to customers requesting feedback.
C. Install Knowledge Base Dashboards and Reports AppExchange package.
D. Create a group of super users that will evaluate and manage articles.
C. Install Knowledge Base Dashboards and Reports AppExchange package.
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
A. Add the Knowledge Component to the Service Console.
B. Add the Knowledge tab to the Console app.
C. Create email templates with Knowledge Articles attached.
D. Add the Suggested Article widget to the Case page layout.
A. Add the Knowledge Component to the Service Console.
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?
A. Push Notifications
B. Case Feed
C. Omni-channel Supervisor
D. Next Best Actions
C. Omni-channel Supervisor
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 specific amount of time. What approach should a consultant recommend to meet these requirements?
A. Configure Case Escalation Rules.
B. Define Entitlement and Milestones.
C. Use Process Builder with Scheduled Actions
D. Enable Omni-Channel Routing.
B. Define Entitlement and Milestones.
A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?
A. The Customer is shown the new Rep's name
B. Both Service Reps can chat with the customer
C. The chat transcripts and case are transferred
D. The Customer doesn't know they were transferred
A. The Customer is shown the new Rep's name
C. The chat transcripts and case are transferred
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?
A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-
call resolution.
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
A. Enable article customization for open cases.
B. Enable agents to create their own personal articles.
C. Enable suggested articles on new cases.
D. Enable article submission during case close.
E. Create an email template to send articles as PDF attachments.
C. Enable suggested articles on new cases.
D. Enable article submission during case close.
E. Create an email template to send articles as PDF attachments.
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem
A. Configure Case Assignment Rules to use Queues.
B. Configure Omni-Channel Routing Model as Most Available.
C. Configure Case Assignment Rules to use Users.
D. Configure Omni-Channel Routing Model as Least Active.
B. Configure Omni-Channel Routing Model as Most Available.
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a Consultant recommend to correct this problem?
Choose 2 answers
A. Create a case assignment rule to ensure cases are owned by a user when closed.
B. Use a data tool to update the owner field on closed cases.
C. Create a Process Builder and Flow to change the owner on closed cases.
D. Create a case validation rule to ensure cases are owned by a user when closed.
A. Create a case assignment rule to ensure cases are owned by a user when closed.
B. Use a data tool to update the owner field on closed cases.
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time. What functionality should the consultant recommend implementing to resolve this issue?
A. Contact Requests
B. Social Customer Service
C. Embedded Chat Window
D. Open CT1
C. Embedded Chat Window
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?
Choose 2 answers
A. Knowledge search query with no results.
B. Knowledge articles with the lowest rating.
C. Number of knowledge articles in each data category.
D. Knowledge articles created by call center agents.
A. Knowledge search query with no results.
B. Knowledge articles with the lowest rating.
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production. How should a consultant correct this problem
A. Grant Authors access to the FAQ article type.
B. Set article Org Wide Default to Public ReadWrite.
C. Add Authors to the FaQ Data Category.
D. Grant Authors access to the FaQ record type
D. Grant Authors access to the FaQ record type
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?
A. Email-to-Case
B. web-to-Case
C. An AppExchange package
D. On-Demand Email-to-Case
D. On-Demand Email-to-Case
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
A. Entitlement processes, milestones, milestone actions, and entitlements
B. Entitlement processes, contracts, contract line Items, and entitlements
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, contracts, milestones, and milestone actions
A. Entitlement processes, milestones, milestone actions, and entitlements
Universal Containers wants to allow customers to 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?
A. Customer Community Plus
B. Customer Community
C. High Volume Customer Portal
D. Lightning External Apps Starter
A. Customer Community Plus
The contact center at Universal Containers offers support through phone, email, public website, and a Community. 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 2 answers
A. Number of cases closed by self-service users.
B. Average call handle time by team.
C. Number of Knowledge articles created each month.
D. Number of cases created using Communities by month.
A. Number of cases closed by self-service users.
D. Number of cases created using Communities by month.
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers
A. Attachments and .html files in Classic Knowledge are moved to the Files object.
B. Visualforce pages refer to Classic article types.
C. Each article must be associated to a record type.
D. Approval process history migrate to Lightning Knowledge.
E. Article numbers change during migration.
A. Attachments and .html files in Classic Knowledge are moved to the Files object.
C. Each article must be associated to a record type.
D. Approval process history migrate to Lightning Knowledge.
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
A. CTI Adapter configuration
B. Lightning Console enablement
C. Call Center Definition File creation
D. Service Console case creation configuration
A. CTI Adapter configuration
C. Call Center Definition File creation
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?
A. Enable Omni-Channel Case assignment
B. Define separate Record Types for Tier 1 and Tier 2
C. Implement Lightning Guided Engagement
D. Configure a Visual Flow Troubleshooting Action
C. Implement Lightning Guided Engagement
D. Configure a Visual Flow Troubleshooting Action