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NEW QUESTION # 110
UC wants toimplement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Configure data category values for each product
- B. Define approval processes for each product
- C. Configure article types for each kindof content
- D. Define approval processes for each article type
- E. Configure workflow rules for each data category
Answer: A,C,E
NEW QUESTION # 111
UC has discovered that the average time an agent takes toresolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
- A. Configure entitlements and milestones to enforce SLAs
- B. Improve the training provided to existing agents
- C. Track social sentiment across social media outlets
- D. Hire more agents for the contact centers
Answer: B,D
NEW QUESTION # 112
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Web-to-Case
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. Salesforce for Outlook
Answer: B
NEW QUESTION # 113
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portallicense would be most appropriate for the customers?
- A. Customer Community
- B. Partner Community
- C. Sites
- D. Employee Community
Answer: A
NEW QUESTION # 114
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?
- A. Field Service Lightning
- B. Salesforce Knowledge
- C. Customer Community
- D. SOS Video Chat
Answer: D
NEW QUESTION # 115
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?
- A. Plan, Prepare, Validate, Execute, Text
- B. Prepare, Plan, Text, Execute, Validate
- C. Plan, Prepare, Test, Execute, Validate
- D. Prepare, Plan, Validate, Execute, Text
Answer: C
NEW QUESTION # 116
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Users, accounts, contacts, cases
- B. Accounts, contacts, cases, users
- C. Users, contacts, accounts, cases
- D. Accounts cases, users, contacts
Answer: A
NEW QUESTION # 117
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure thecustomer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use assignment rules to assign the case to a case queue
- B. Use workflow rules to send an email to the customer
- C. Use auto-response rules to send an email to the customer
- D. Use escalation rules to assign the case to a case queue
Answer: B
NEW QUESTION # 118
Universal Telco sells and supports a line of smart phones. The company offers support via phone,email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
- A. Average Call Handle Time
- B. Number of Portal Logins per Day
- C. Knowledge Article Usage
- D. Escalated Calls
- E. Cases by Support Channels
Answer: B,C,E
NEW QUESTION # 119
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?
- 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 provideaccess based on criteria of the article.
- C. Create separate data category groups for each division and assign the category to a division profile.
- D. Create a sharing rule for each division to provide access using the role hierarchy.
Answer: A
NEW QUESTION # 120
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
- A. Open cases by reason.
- B. Average case stage duration.
- C. Cases created by type.
- D. Case volume by channel.
Answer: B
NEW QUESTION # 121
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
- A. # of articles per agent
- B. Total cases created
- C. Most popular articles
- D. # of cases via email
Answer: B,C
NEW QUESTION # 122
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implementto address this concern?
- A. Collapsible Sidebar Components
- B. Configure Macros
- C. Multiple Monitors Components
- D. Console Keyboard Shortcuts
Answer: B
NEW QUESTION # 123
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Data Categories and Article Actions
- B. Service Console Knowledge Components
- C. Service Console Profile Assignments
- D. Data Categories and Article Types
Answer: B,D
NEW QUESTION # 124
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers acrossmultiple Territories.
What solution should a consultant recommend?
- A. Lightning Console
- B. Salesforce Mobile App
- C. Field Service Lightning
- D. Employee Community
Answer: C
NEW QUESTION # 125
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?
- A. Prepare, Plan, Test, Execute, Validate
- B. Plan, Prepare, Validate, Execute, Test
- C. Prepare, Plan, Validate, Execute, Test
- D. Plan, Prepare, Test, Execute, Validate
Answer: B
NEW QUESTION # 126
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Require agents to check a box on the case when submitting a new suggested article.
- B. Create a dashboard that includes articles submitted by agents and approved for publication.
- C. Measure and reward agents based on the number of new articles approved for publication.
- D. Measure and reward agents based on the number of new articles submitted for approval.
Answer: B,D
NEW QUESTION # 127
Universal Containers (UC) wants to implement Service Cloud usingAgile methodology. How should the consultant recommend delivering a successful implementation?
- A. Deliver the entire project simultaneously so as to present UC with a completed solution.
- B. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
- C. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
- D. Generate continuous feedback from the project team, and adjust therequirements and deliverables accordingly.
Answer: D
NEW QUESTION # 128
A support agent has a detailed question about productfunctionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
- A. Chatter Groups
- B. Public Groups
- C. Escalation Rules
- D. Mass Email
Answer: A
NEW QUESTION # 129
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
- A. Define topics for each knowledge article.
- B. Define a custom field to identify the subject.
- C. Define article types with public sharing settings.
- D. Define datacategories with custom visibility.
Answer: B,C,D
NEW QUESTION # 130
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. Use Process Builder with Scheduled Actions
- C. Enable Omni-Channel Routing.
- D. Define Entitlement andMilestones.
Answer: D
NEW QUESTION # 131
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Standard Email-to-Case with assignment rules
- B. Lightning Email with web routing prioritization
- C. Omni-Channel with prioritized queues
- D. Standard Web-to-Case with assignment rules
Answer: A
NEW QUESTION # 132
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