Latest Service-Cloud-Consultant Study Guides 2021 - With Test Engine PDF

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NEW QUESTION 201
Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

• A. Post report information on Chatter.
• B. Run and view Salesforce reports.
• C. Update case data for a customer.
• D. Review existing cases for an account.

Answer: B,D

 

NEW QUESTION 202
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

• A. Automatic Call Distribution
• B. Order Management System
• C. Interactive Voice Response
• D. Computer Telephony Integration

Answer: C

 

NEW QUESTION 203
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 these restrictions?

• A. Customer Community
• B. SOS Video Chat
• C. Field Service Lightning
• D. Salesforce Knowledge

Answer: B

 

NEW QUESTION 204
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

• A. Original creation date and total number of article views
• B. Last modified date and frequent search terms
• C. Original creation date and average rating of articles
• D. Last modified date and number of recent article views

Answer: D

 

NEW QUESTION 205
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

• A. Allows customers to customize reports and dashboards
• B. Allows customers to customize their user interface
• C. Allows customers to search a knowledge base.
• D. Allows customers the ability to collaborate

Answer: C,D

 

NEW QUESTION 206
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

• A. Number of solutions created by agent
• B. Number of articles created by agent
• C. Number of cases escalated by agent
• D. Number of articles attached to a case

Answer: B,D

 

NEW QUESTION 207
UC must 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 problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

• A. Import payment data into Salesforce and add to the contact page layout related list
• B. Create a Visualforce page that retrieves payment information via a Web Service call-out
• C. Create a custom tab of type URL that displays a search page from the billing system
• D. Create a custom web service to handle invoice inserts and updates from the billing system

Answer: B

 

NEW QUESTION 208
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

• A. On a utility bar of the Lightning App
• B. On a record Activity Feed list
• C. On a record Highlights Panel
• D. On the Calendar right hand panel

Answer: B

 

NEW QUESTION 209
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

• A. Enable Article deliveries
• B. Enable Public Solutions
• C. Publish Articles to external channels
• D. Assign Article types to the Community
• E. Configure Content Library permission

Answer: B,C,D

 

NEW QUESTION 210
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

• A. Assign the Salesforce CTI license to Salesforce users.
• B. Enable Live Agent in their community to chat with an agent.
• C. Install an adapter from AppExdiange to work with third-party on systems.
• D. Create a softphone layout and assign to user profiles.
• E. Assign the correct Salesforce users to the Call Center.

Answer: C,D,E

 

NEW QUESTION 211
Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

• A. Time spent by account year-to-date
• B. Escalated cases by account month-to-date
• C. New cases opened by account channel
• D. High priority cases opened by account month-to-date

Answer: B,D

 

NEW QUESTION 212
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud instance

• A. Bulk Data Transfer API
• B. Data Integration via SOAP API
• C. Cloud-to-Cloud Integration Toolkit
• D. Java Language Specific Toolkit

Answer: A

 

NEW QUESTION 213
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a
consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

• A. Enable Chatter for agent collaboration.
• B. Enable Ideas in a Service Cloud portal.
• C. Enable Knowledge in a Service Cloud portal.
• D. Create auto response templates for emails.

Answer: C,D

 

NEW QUESTION 214
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

• A. Custom search
• B. Custom indexes
• C. Record types
• D. Divisions
• E. Tiered data strategy

Answer: B,D,E

 

NEW QUESTION 215
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

• A. Customer satisfaction survey
• B. Service level agreement
• C. Average handle time
• D. First call resolution

Answer: A,D

 

NEW QUESTION 216
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?

• A. Create a Case Macro
• B. Configure Process Builder
• C. Define Case Escalation Rules
• D. Activate a Validation Rule

Answer: B

 

NEW QUESTION 217
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

• A. Enable the case survey object for the customer portal
• B. Create a validation rule for case survey email templates
• C. Utilize an AppExchange package to handle customer surveys
• D. Modify the user interface settings for the case survey sidebar

Answer: C

 

NEW QUESTION 218
Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.

• A. Performance for high volume of interactions
• B. Strategies to maximize call deflection
• C. Integration with Field service teams and apps
• D. Integration with Lead Generation team and apps

Answer: A,D

 

NEW QUESTION 219
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

• A. Create a case report to show all cases across tiers filtered by an escalation flag.
• B. Create an approval process to ensure only the appropriate cases get escalated.
• C. Create a case report to show the number of cases for each tier and sort them by case owner.
• D. Create a custom trigger to generate history when cases get escalated between tiers.

Answer: A

 

NEW QUESTION 220
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