Service Cloud 2 Flashcards Preview

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Flashcards in Service Cloud 2 Deck (50):
1

UC is implementing Salesforce Knowledge and immediately wants to begin building a repository of frequently asked questions (FAQ) encountered by contact center agents. How can this be accomplished?


A. Create an FAQ article type and enable the submit articles feature on the case close page layout
B. Enable Ideas for the contact center agents and have them submit FAQ articles at the time a case is closed
C. Define a data category called FAQ and assign category visibility to users in the contact center role
D. Create an FAQ article type and configure the enable suggested articles option in support settings

D. Create an FAQ article type and configure the enable suggested articles option in support settings

2

UC 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. UC 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. Cross-train agents on both product lines
D. Prioritize customer calls based on their SLA,

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

3

Which element is true regarding a prebuilt Salesforce computer telephone integration (CTI) adapter for different telephone systems? Choose 2 answers.

A. It is an intermediary between a telephony system and a Salesforce call center user
B. It allows voicemails to be captured and stored as attachments on cases
C. It is a server-based software program that controls the behavior of a Salesforce SoftPhone
D. It utilizes the Softphone capability from within the Salesforce application

A. It is an intermediary between a telephony system and a Salesforce call center user
D. It utilizes the Softphone capability from within the Salesforce application

4

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

D. Create a Visualforce page that retrieves payment information via a Web Service call-out

*NOTE: on my exam (12/15/15), it had me select 2 answers. I selected B,D.

5

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which metric 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. Schedule adherence
D. Quality monitoring score

B. Agent utilization
C. Schedule adherence

6

UC a new Salesforce customer, needs its millions of consumers to have public access to knowledge on it 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. Force.com Sites with Knowledge and Email-to-Case
B. Force.com Sites with Knowledge and Web-to-Case
C. Force.com Sites and High-Volume Customer Portal
D. Visualforce and Self-Service Portal

Force.com Sites and High-Volume Customer Portal

7

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 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 escalation rules to assign the case to a case queue
C. Use auto-response rules to send an email to the customer
D. Use assignment rules to assign the case to a case queue

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

8

What are some uses of www.trust.salesforce.com in business continuity planning? Choose 3 answers.

A. To provide best practices for continuity plans
B. To provide information regarding planned maintenance
C. To provide live and historical data on system performance
D. To provide online security threat information
E. To provide live support for system and data backup

B. To provide information regarding planned maintenance
C. To provide live and historical data on system performance
D. To provide online security threat information

9

Which step should a consultant take to import articles into Salesforce Knowledge? Choose 2 answers.

A. Use the data loader to import unstructured articles
B. Use change sets to import data categories
C. Map articles with HTML sections to rich text area fields
D. Create a separate .csv file for each article type

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

10

The UC 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. Number of cases closed by a self-service user
B. Number of IVR inquiries without agent involvement
C. Number of cases created using portal
D. Average call handle time by team,

A. Number of cases closed by a self-service user
C. Number of cases created using portal

11

UC wants to create a process to verify that customers are eligible for support before a case is created. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

A. Ability to specify unique service levels for each customer
B. Ability to prompt callers for the service contract number with IVR menus
C. Ability to determine if a customer has escalated a case in the past
D. Ability to enforce service levels with time-dependent processes

A. Ability to specify unique service levels for each customer
D. Ability to enforce service levels with time-dependent processes

12

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?


A. Enable social profile and add workflow rules to the contact object
B. Use Twitter-to-Case and add workflow rules to the case object
C. Enable social profile and add assignment rules to the case object
D. Use the routing queues provided with Salesforce for Twitter and Facebook

C. Enable social profile and add assignment rules to the case object

13

The contact center manager at UC is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?


A. Interactive voice response
B. Skills-based routing
C. Workforce management
D. Private branch exchange

B. Skills-based routing

14

UC has determined that case list views are slow to load because of the large number of cases in the system. Which action will improve the performance of the list views? Choose 2 answers

A. Filter the views by case owner
B. Reduce the number of fields displayed
C. Restrict visibility of the views
D. Remove filter criteria from the views

A. Filter the views by case owner
B. Reduce the number of fields displayed

15

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect.

Which solution should a consultant recommend to meet this requirement?

A. Use Chatter case feed and case teams to monitor cases
B. Use an escalation rule to move cases into the product manager queue
C. Use a workflow rule to send an email to the product manager
D. Use an assignment rule to assign new cases to the product manager

C. Use a workflow rule to send an email to the product manager

16

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

A. @mention the SMEs on the case Chatter feed and follow the case
B. Bookmark all the comments related to the issue from the SMEs
C. Use hashtag (#) to track the customer case and SMEs comments
D. Follow the SMEs to receive automatic updates when they add case comments

A. @mention the SMEs on the case Chatter feed and follow the case

17

UC wants to implement 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 workflow rules for each data category
B. Configure article types for each kind of content
C. Define approval processes for each article type
D. Define approval processes for each product
E. Configure data category values for each product,

A. Configure workflow rules for each data category

B. Configure article types for each kind of content

E. Configure data category values for each product

18

UC 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 the existing Service Cloud console.

What should UC do immediately to begin providing social customer service?

A. Create a Force.com app for Facebook monitoring
B. Install Salesforce for Facebook and Twitter
C. Enable Salesforce social profiles on contacts
D. Integrate Facebook to its existing customer portal

C. Enable Salesforce social profiles on contacts

19

What process is a use case for Visual Workflow? Choose 3 answers.

A. Field validation during case creation
B. Caller verification and creation of a new case
C. Decision-based troubleshooting for representatives
D. Assignment of email to a case queue based on subject
E. Cross-sell promotions for representatives

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

20

The UC support center management team would like to leverage Salesforce functionality to improve collaboration on cases.

What should a consultant recommend to meet this requirement? Choose 2 answers.

A. Create case teams and introduce swarming to resolve cases
B. Enable the Service Cloud console and Knowledge sidebar for agents
C. Enable and use Chatter feed tracking in the case object
D. Create escalation rules to re-assign cases after SLAs have expired

A. Create case teams and introduce swarming to resolve cases
C. Enable and use Chatter feed tracking in the case object

21

UC 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. Milestones
B. Cases
C. Assets
D. Service contracts

D. Service contracts

22

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. Enable the Manage Articles permission for the publisher profile and assign it to users
B. Hide the Article Management Lab for users who should have read-only access to articles
C. Create a publisher profile that includes create access on the FAQ article type
D. Set the organization-wide default to private and create sharing rules for the FAQ article type

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

23

UC is configuring the Service Cloud console to provide a unified desktop for agents.

Which solution would require custom application development? Choose 3 answers.

A. Displaying real time visual indicators when lists and records are changed
B. Displaying a technical diagram of a registered product 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. Providing a Knowledge sidebar to suggest a solution related to the case

A. Displaying real time visual indicators when lists and records are changed
B. Displaying a technical diagram of a registered product related to the case
D. Displaying basic data from a legacy enterprise resource planning system

24

What is a benefit of deploying Knowledge in a high-volume Service Cloud portal? Choose 2 answers.

A. Uncovers gaps in the knowledge base
B. Reducing incoming call volume
C. Replaces the need for an email channel
D. Eliminates tracking of customer entitlements

A. Uncovers gaps in the knowledge base
B. Reducing incoming call volume

25

UC 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. Hire more agents for the contact centers
C. Improve the training provided to existing agents
D. Track social sentiment across social media outlets

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

26

UC wants to use the Service Cloud console and Computer Telephony Integration (CTI) with its contact center infrastructure. The telephony vendor has verified that its current infrastructure supports integration with Salesforce.

What must be taken into consideration to meet this requirement?

A. The CTI adapter supports the Service Cloud console push notifications for field or record changes
B. The number of intended Service Cloud console apps will not exceed the CTI adapter limits
C. The CTI adapter must be developed using the CTI Toolkit version 3.0 or higher or Open CTI
D. The CTI adapter requires the Service Cloud console highlights panel for Softphone control

C. The CTI adapter must be developed using the CTI Toolkit version 3.0 or higher or Open CTI

27

When planning 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

A. Original creation date and average rating of articles

28

UC is implementing the Service Cloud console. Which capability of the Service Cloud console can the company use to improve its contact center performance? Choose 2 answers.

A. Allows Chatter Messenger to be used between agents
B. Displays records and their related items as tabs on one screen
C. Indicates when records and lists are changed by others
D. Is available for users in the partner portal

B. Displays records and their related items as tabs on one screen
C. Indicates when records and lists are changed by others

29

The support manager wants information on the knowledge base searches conducted by customers and call center agents. Which metric would be most useful to identify knowledge article effectiveness? Choose 2 answers.

A. Knowledge search query with no results
B. Number of knowledge articles in each category
C. Knowledge articles with the lowest rating
D. Knowledge articles created by call center agents

A. Knowledge search query with no results
C. Knowledge articles with the lowest rating

30

UC would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

A. Enable the Knowledge sidebar setting in the case support settings
B. Create a Visualforce page called Knowledge sidebar on the case page layout
C. Create a Service Cloud console and enable the Knowledge sidebar on the case page layout
D. Enable the Knowledge sidebar related list on the case page layout

A. Enable the Knowledge sidebar setting in the case support settings

31

The IT help desk at UC is divided into two tiers to handle escalations. The company would like to improve the collaboration among help desk agents and reduce the number of issue escalations. What solution should a consultant recommend?
A. Enable Chatter on Knowledge articles
B. Allow agents to add comments to each other's cases
C. Use Chatter Answers for the help desk
D. Create a Chatter group for the help desk

D. Create a Chatter group for the help desk

32

UC wants to deploy the Service Cloud to its contact centers located across North America Europe and Asia. The company would like standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

A. Assign a global team of experienced agents and leaders to create a common design template and report structure
B. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting
C. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report
D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization,

A. Assign a global team of experienced agents and leaders to create a common design template and report structure

33

A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:
- 10 million cases
- 1 million accounts,
- 3 million contacts.

When planning to migrate this data into Salesforce, what implications should be considered? Choose 2 answers.

A. Salesforce reporting speed may be affected
B. Related lists on the case object may be slow to populate
C. The Salesforce or may be slow during the data migration
D. Results may be slow when searching for records,

A. Salesforce reporting speed may be affected

D. Results may be slow when searching for records

34

UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them.

Which metric should UC consider when designing the contact center? Choose 2 answers.

A. Number of closed cases
B. Number of lead referrals
C. Number of attempts to contact
D. Number of outbound calls per day

C. Number of attempts to contact
D. Number of outbound calls per day

35

The business and IT leaders at UC have agreed to implement Information Technology Infrastructure Library (ITIL) for its IT Help Desk.

Which benefits will result from a successful ITIL implementation? Choose 3 answers.

A. Aligning IT and the business which allows IT to better understand current and future needs of the business
B. Delivering IT services that are focused on functionality rather than usability
C. Setting customer expectations with predictable processes that are consistently used by the organization
D. Create service levels between IT and the business to provide value at an agreed upon cost
E. Achieving cost savings by utilizing operational resources only for the duration of the project implementation

A. Aligning IT and the business which allows IT to better understand current and future needs of the business
C. Setting customer expectations with predictable processes that are consistently used by the organization
D. Create service levels between IT and the business to provide value at an agreed upon cost

36

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing the kit usage information by patient. The regional processing team reviews these requests and awards coupons for approved cases.

What should a consultant recommend to manage this process using Service Cloud?

A. Enable the self-service portal and generate logins for the hospital staff by region
B. Use cases to track the credit requests and route them to regional teams using assignment rules
C. Design a custom object to track credit requests and route them regionally using assignment rules
D. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules

B. Use cases to track the credit requests and route them to regional teams using assignment rules

37

UC's customer service technicians need to access the following information while at a customer site to complete the service call: Customer order history Level of contracted support, 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. A knowledge management system
D. An enterprise resource planning system,

D. An enterprise resource planning system

38

UC wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings: Phone Phone and Email, Social Media (Facebook and Twitter).

What should a consultant recommend to accomplish this? Choose 2 answers.

A. Create a Service Cloud console to support all channel groupings
B. Create an agent profile for each channel grouping
C. Create a unique case page layout for each channel grouping
D. Create an agent role for each channel grouping,

C. Create a unique case page layout for each channel grouping
D. Create an agent role for each channel grouping

39

A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.

What should be the first step in configuration and customization?

A. Enable Chatter Messenger for the organization
B. Enable Live Agent for the organization
C. Create user profiles on permission sets
D. Create an iframe to display the chat window

B. Enable Live Agent for the organization

40

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,

A. Users, accounts, contacts, cases

41

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A. Salesforce for Twitter
B. Live Agent
C. Salesforce Knowledge
D. Open CTI

C. Salesforce Knowledge

42

Universal Containers is setting up a field service dispatch contact center.

Which functionality should be considered when designing the contact center? (Choose 2)

A. Chatter groups for customer
B. Mobile access to case information
C. Visibility into service entitlements
D. Predictive dialer for outbound call

B. Mobile access to case information
C. Visibility into service entitlements

43

Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation.

Which solution would help Universal Containers meet its SLA?

A. Create a workflow rule to assign a task to all members of a queue if a case has not been accepted by an agent within one hour.
B. Use case auto-response rules to send an email to support managers within one hour of case creation.
C. Assign cases to queues and use escalation rules to escalate cases that have not been accepted by an agent within one hour.
D. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

C. Assign cases to queues and use escalation rules to escalate cases that have not been accepted by an agent within one hour.

44

Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.

Which solution will create and route the field service dispatch record when the case is saved?
A. Use a workflow rule with an action
B. Use a validation rule
C. Use a case assignment rule
D. Use an Apex trigger

D. Use an Apex trigger

45

To manage the publishing lifecycle for articles in Salesforce Knowledge the contact center director wants to provide article managers the various publishing capabilities.

What configuration should be recommended to meet this objective?

A. Assign article managers to public groups and specific article actions to each group
B. Assign article managers to publication teams and specific publication states to each team
C. Assign article managers to public groups and specific publication states to each group
D. Assign article managers to publication teams and specific article actions to each team,

A. Assign article managers to public groups and specific article actions to each group

46

What is the primary function of a private branch exchange (PBX)?

A. To receive multiple calls at one time
B. To use speech recognition to direct calls
C. To report the caller's background information
D. To route calls to different agents

A. To receive multiple calls at one time

47

When a Milestone is met, what is the term in salesforce?

Success Action

48

When a milestone is about to be violated, what is the term in salesforce?

Warning Action

49

When a Milestone has been violated, what is the term in Salesforce?

Violation Action

50

A single milestone may be used on several processes. True or False

True