Question 1

(Verified) A contact center manager needs to restrict who can create an FAQ article Type within Knowledge. What should a consultant recommend to accomplish this requirement? Choose 2 answers. A. Create a publisher profile that includes create access on the FAQ article type. B. Set the organization-wide default to private and create sharing rules for the FAQ article type. C. Enable the manage articles permission for the publisher profile and assign it to users. D. Hide the Article Management tab for the users who should have read-only access to articles.

Accepted Answer

A. Create a publisher profile that includes create access on the FAQ article type. C. Enable the manage articles permission for the publisher profile and assign it to users

Question 2

(Verified) What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers. A. Recommend articles prior to a Live Agent session. B. Suggest articles for an email-to-case question. C. Suggest articles for a web-to-case question. D. Recommend articles during a call for a support agent.

Accepted Answer

A. Recommend articles prior to a Lice Agent session. C. Suggest articles for a web-to-case question.

Question 3

(Verified) Which step should a consultant take to import articles into Salesforce Knowledge? Choose 2 answers. A. Create a separate .csv file for each article type. B. Use the data loader to import unstructured articles. C. Map articles with HTML sections to rich text area fields. D. Use change sets to import data categories.

Accepted Answer

A. Create a separate .csv file for each article type. C. Map articles with HTML sections to rich text area fields.

Question 4

(Verified) Universal Containers is initiating a program to improve customer satisfaction. As a 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. What solution should a consultant recommend to meet this requirement? A. Use workflow rules to send an email to the customer. B. Use assignment rules to assign the case to a case queue. C. Use auto-response rules to send an email to the customer. D. Use escalation rules to assign the case to a case queue.

Accepted Answer

A. Use workflow rules to send an email to the customer.

Question 5

(Verified) Universal Containers' customers service technicians need to access the following information while at a customer site to complete the service call: - Customer order history - Level of service - List of replaceable parts What system can Salesforce integrate with to retrieve this information and make it available to technicians in the field? A. A workforce management system. B. A third-party mobile application platform. C. An enterprise resource planning system. D. A knowledge management system.

Accepted Answer

C. An enterprise resource planning system.

Question 6

Universal Containers is implementing the Service Cloud console. Which capability of the Service Cloud console can the company use to help improve its contact center performance? Choose 2 answers. A. Indicates when the records and lists are changed by others. B. Displays records and their related items as tabs on one screen. C. Allows Chatter Messenger to be used between agents. D. Is available for users in the partner portal.

Accepted Answer

B. Displays records and their related items as tabs on one screen. C. Allows Chatter Messenger to be used between agents.

Question 7

(Verified) A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result is the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue? A. Add development resources to the project team to build out the additional requirements. B. Adjust the project scope to accommodate new requirements and continue with the original project schedule. C. Document the requirements gap and communicate development options to the project team. D. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.

Accepted Answer

C. Document the requirements gap and communicate development options to the project team.

Question 8

(Verified) Universal Containers, a new Salesforce customer, needs it millions of consumers to have public access to knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases. Which product and license type would meet all of these requirements? A. Visualforce and Self-Service Portal B. Force.com SItes with Knowledge and Web-to-Case C. Force.com Sites with Knowledge and Email-to-case D. Force.com Sites and High-Volume Customer Portal

Accepted Answer

D. Force.com Sites and High-Volume Customer Portal

Question 9

(Verified) What process is a use case for Visual Workflow? Choose 3 answers. A. Cross-sell promotions for representatives. B. Decision-based troubleshooting for representatives. C. Caller verification and creation of a new case. D. Assignment of email to a case queue based on subject. E. Field validation during case creation.

Accepted Answer

A. Cross-sell promotions for representatives. B. Decision-based troubleshooting for representatives. C. Caller verification and creation of a new case.

Question 10

(Verified) Universal Containers is configuring the Service Cloud console to provide a unified desktop for agents. Which solutions would require customer application development? Choose 3 answers. A. Displaying real time visual indicators when lists and records are changed. B. Providing a Knowledge sidebar to suggest a solution related to the case. C. Creating a button to send an email response and re-queue the case. D. Displaying basic data from a legacy enterprise resource planning system. E. Displaying a technical diagram of a registered product related to the case.

Accepted Answer

C. Creating a button to send an email response and re-queue the case. D. Displaying basic data from a legacy enterprise resource planning system. E. Displaying a technical diagram of a registered product related to the case.

Question 11

Which method can be used to route social media inquiries within Salesforce using Salesforce for Twitter and Facebook? A. Enable social profile and add workflow rules to the contact object. B. Enable social profile and add assignment rules to the case object. C. Use Twitter-to-case and add workflow rules to the case object. D. Use the routing queues provided with Salesforce for Twitter and Facebook.

Accepted Answer

B. Enable social profile and add assignment rules to the case object. This might be D. The question doesn't indicate what kind of inquiries these are, so it won't necessarily create a case.

Question 12

What is a benefit of deploying Knowledge in a high-volume Service Cloud portal? Choose 2 answers. A. Replaces the need for an email channel. B. Uncovers gaps in the knowledge base. C. Reduces incoming call volume. D. Eliminates tracking of customer entitlements.

Accepted Answer

B. Uncovers gaps in the knowledge base. C. Reduces incoming call volume.

Question 13

Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below: -Support attachments up to 20 MB per inquiry -Over 10,000 inquiries per day Which solution should a consultant recommend to meet these requirements? A. On-Demand Email-to-Case B. Web-to-Case C. Customer Chatter groups D. Email-to-Case

Accepted Answer

D. Email-to-Case

Question 14

(Verified) Universal Containers is developing its strategy for social customer service. It would like to build a business case to fund a larger investment in social media and have a dedicated social media support team. The company's requirements include the ability to: -Monitor Facebook fan page for new posts from customers. -Link new posts to an existing customer record -Respond to posts from existing Service Could console What should Universal Containers do immediately to begin providing social customer service? A. Install Salesforce for Facebook and Twitter. B. Integrate Facebook to its existing customer portal. C. Enable Salesforce social profile on contacts D. Create a Force.com app for Facebook monitoring

Accepted Answer

A. Install Salesforce for Facebook and Twitter.

Question 15

Universal Containers is in the process of setting up a business-to-business (B2B) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement? A. Assets B. Cases C. Milestones D. Service Contracts

Accepted Answer

D. Service Contracts

Question 16

When planning for the migration of an existing knowledge base into Salesforce Knowledge, what factors should be considered in selecting which articles to migrate? A. Original creation date and average rating of articles. B. Last modified date and frequent search terms C. Last modified date and number of recent article views. D. Original creation date and total number of article views.

Accepted Answer

D. Original creation date and total number of article views.

Question 17

Universal Containers is concerned with system performance in its contant center because the number of contact records has exceeded 40 million. What functionality might be affected by the number of contact records? A. Contact view page load time. B. Contact related list load time. C. Contact report run time. D. Contact list view edit time.

Accepted Answer

C. Contact report run time.

Question 18

The Universal Containers contact center offers support via email, the Internet, and a Service Cloud portal. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which report should the contact center manager present to executive management? Choose 2 answers. A. Average call handle time by team. B. Number of cases closed by a self-service user. C. Number of IVR inquiries without agent involvement. D. Number of cases created using portal.

Accepted Answer

B. Number of cases closed by a self-service user. C. Number of IVR inquiries without agent involvement.

Question 19

(Verified) Universal Containers is in the process of implementing Service Cloud. In which order should data be migrated? A. Accounts, contacts, cases, users B. Accounts, cases, users, contacts C. Users, accounts, contacts, cases D. Users, contacts, accounts, cases

Accepted Answer

C. Users, accounts, contacts, cases

Question 20

(Verified) 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, contract line items, milestones, and entitlements C.Entitlement processes, contracts, contract line items, and entitlements D. Entitlement processes, contracts, milestones, and milestone actions

Accepted Answer

A. Entitlement processes, milestones, milestone actions, and entitlements

Question 21

Universal Containers wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers. A. Implement Service Cloud console to support agents. B. Implement Salesforce Knowledge on a portal. C. Leverage Live Agent for web-based chat. D. Enable service contracts and entitlements.

Accepted Answer

B. Implement Salesforce Knowledge on a portal. C. Leverage Live Agent for web-based chat.

Question 22

Universal Containers wants to display a list of open cases, data from an external system, and Knowledge articles in on view in Salesforce. What should a consultant recommend to meet this requirement? A. Configure the Service Cloud console, add Visual force components, and activate the Knowledge sidebar. B. Configure the Service Cloud console, integrate the external system, and enable Knowledge. C. Create a custom Visualforce page to display case list view, external system, and Knowledge articles. D. Configure the agent console and display the article, case view, and external system custom object.

Accepted Answer

C. Create a custom Visualforce page to display case list view, external system, and Knowledge articles. I think A is correct

Question 23

(Verified) Universal Containers has discovered that the average time an agent takes to resolve 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. Track social sentiment across social media outlets. C. Improve the training provided to existing agents. D. Hire more agents for the contact centers.

Accepted Answer

A. Configure entitlements and milestones to enforce SLAs. C. Improve the training provided to existing agents.

Question 24

Universal Containers has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. Universal Containers wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers. A. Implement a customer self-service portal. B. Enable agents to transfer calls to other agents. C. Prioritize customer calls based on their SLA. D. Cross-train agents on both product lines.

Accepted Answer

A. Implement a customer self-service portal. D. Cross-train agents on both product lines.

Service Cloud 1 Flashcards

The answers on this exam may not be correct. Look for (Verified) on the question as this is an indication that answer is correct based on research. If you research an unverified question, please edit to mark it as verified.

Brainscape's Knowledge GenomeTM

Service Cloud 1 Flashcards

The answers on this exam may not be correct. Look for (Verified) on the question as this is an indication that answer is correct based on research. If you research an unverified question, please edit to mark it as verified.

Brainscape's Knowledge Genome^TM