Service Cloud 3 Flashcards Preview

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Flashcards in Service Cloud 3 Deck (75):
1

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer.

Which tasks should be completed prior to UAT? (Choose 2)
A. Verification of the production migration checklist
B. Approval of test scripts from the business lead
C. Verification that sample data has been loaded
D. Fund customer approval on training materials

B. Approval of test scripts from the business lead
C. Verification that sample data has been loaded

2

Universal Containers requires that users have the ability to view specific cases as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed.

What should a consultant recommend to meet these requirements? (Choose 2)

A. Escalation rules
B. Case teams
C. Workflow rules
D. Auto-response rules,

B. Case teams
C. Workflow rules

3

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

B. Interactive Voice Response

4

Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.

Which customer requirement would require the use of Email-to-Case?
A. Accepts email attachments larger than 25 MB
B. Accepts attachments from emails
C. Handles more the 10000 emails a day
D. Requires the use of Transport Layout Security (TLS),

A. Accepts email attachments larger than 25 MB

5

Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering.

What key metrics can be expected to improve following the CTI implementation? (Choose 2)
A. Average days to close
B. First call resolution
C. Average handle time
D. Abandon rate,

B. First call resolution
D. Abandon rate

6

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100000 known product bugs logged by the product engineers.

Which solution should a consultant design to meet this requirement? (Choose 2)

A. Display product bug data in Salesforce via a Visualforce page
B. Use Web Services API to integrate the external database with Salesforce
C. Create a custom product bug object and import data into Salesforce
D. Use Bulk API to load the product bug data into Salesforce,

A. Display product bug data in Salesforce via a Visualforce page
B. Use Web Services API to integrate the external database with Salesforce

7

Universal Containers has millions of customers in Salesforce but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Service Cloud portal and plans to allow customers to be authenticated users to increase self-service rates.

Which method should be used to enable the customers on the portal? (Choose 2)

A. Have agents manually create users when portal access is requested by customers.
B. Identify active customers and send them registration instructions via email.
C. Create active customers as portal users and send them email notifications
D. Have agents provide customers with portal registration instructions when working a case,

C. Create active customers as portal users and send them email notifications
D. Have agents provide customers with portal registration instructions when working a case

8

A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.

What is a key consideration when configuring a customer portal?
A. Users cannot own records
B. Users can download and view content
C. Users are not associated with a role in the hierarchy
D. Users can be part of a case team

C. Users are not associated with a role in the hierarchy

9

Universal Containers CFO is looking for ways to reduce contact center costs.

Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A. First call resolution
B. Average handle time
C. Upsell percentage
D. Customer retention

A. First call resolution
B. Average handle time

10

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

B. Utilize an AppExchange package to handle customer surveys

11

Which document should be created to support the initial planning phase of an implementation project? (Choose 2)
A. Requirements traceability matrix
B. Solution design document
C. Project milestones
D. Project kickoff presentation

C. Project milestones
D. Project kickoff presentation

12

Universal Containers staffs its contact centers to allow for up to 20% of the total case volume to be escalated. The contact center would like to measure case escalation rate to staff to ensure sufficient training for Tier 1 agents.

What solution should a consultant recommend to meet this requirement?

A. Create a dashboard report to display and compare escalated cases against non-escalated cases.
B. Create a case report with a custom summary formula to calculate the percentage of escalated cases.
C. Create a formula field on the case record to calculate percentage of escalated cases.
D. Create a daily snapshot report of all cases and calculate percentage of escalated cases.

A. Create a dashboard report to display and compare escalated cases against non-escalated cases.

13

Universal Containers 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 Universal Containers measure case escalation?

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

B. Create a case report to show all cases across tiers filtered by an escalation flag.

14

Universal Containers needs to set up a customer portal to provide customers with a self-service option for support.

Which capability can Universal Containers provide its customers via the customer portal? (Choose 3)

A. Allows customers to submit ideas and answers
B. Allows customers to customize their user interface
C. Allows customers to search documents in Contact
D. Allows customers to follow Chatter feeds
E. Allows customers to search a knowledge base

A. Allows customers to submit ideas and answers
D. Allows customers to follow Chatter feeds
E. Allows customers to search a knowledge base

15

Universal Containers is implementing an entitlement process in its contact center to gain better visibility into how well the company is delivering on customer service level agreements (SLAs).

How can milestones be used to accomplish this goal? (Choose 2)

A. To represent metrics such as first-response and resolution time on cases.
B. To monitor the case escalation rule queue to confirm service levels are met
C. To identify the customer contact associated with a particular stage of a service contract
D. To display whether a case response complies with a customer service level agreement

A. To represent metrics such as first-response and resolution time on cases.
D. To display whether a case response complies with a customer service level agreement

16

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue but later realizes the caller is not eligible for support.

What solution should a consultant recommend to prevent this scenario from happening in the future?

A. Add the service contract related list to contact records
B. Add the entitlement contacts related list to account records
C. Add the entitlements related list to contact records
D. Add the assets related list to contact records,

C. Add the entitlements related list to contact records

17

A customer has recently implemented an on premise telephony system that is common in the industry. This customer recently purchased Salesforce licenses and is planning to integrate these two systems.

What option should a consultant recommend?

A. Use a computer telephony integration (CTI) adapter that supports its telephony system
B. Create an API integration between Salesforce and the telephony system
C. Build a custom computer telephony integration (CTI) adapter using the Salesforce CTI toolkit
D. Implement an on-demand telephony solution provided by a leading vendor

A. Use a computer telephony integration (CTI) adapter that supports its telephony system

18

Universal Containers is ready to launch a customer portal to its targeted customers. The company's executives want to use appropriate metrics to efficiently measure user adoption.

Which metrics should be measured? (Choose 2)
A. Number of calls deflected using IVR
B. Number of emails compared to portal cases
C. Number of cases created in the portal
D. Number of portal logins per day

C. Number of cases created in the portal
D. Number of portal logins per day

19

At universal containers a support agent dedicated to one customer regularly handles complex integration related cases, the agent collaborates with universal containers product development team and the client's systems.

What should the consultant recommend to expedite the handling of these cases?

A. Enable chatter case feed and add product development team members to the case team.
B. Create a private chatter group with customers and invite key individuals to join the group.
C. Build a repository of knowledge articles related to integration and share it with the customer.
D. Create a related child case and assign the child case to the product development team.,

A. Enable chatter case feed and add product development team members to the case team.

20

A contact center manager needs to migrate existing help guides and procedure manuals into salesforce knowledge.

What steps should the consultant do prior to importing the documents into salesforce knowledge? Choose 2 answers

A. Create the article types and fields.
B. Create the data category groups and hierarchy.
C. Create the profile based category visibility settings.
D. Compress the CSV HTML, and image files for the article types.,

A. Create the article types and fields.
D. Compress the CSV, HTML, and image files for the article types.

21

Universal containers assigns its contact center agents to certain interaction channels and would like to optimize based on their assigned interaction channels.

What should a consultant recommend to meet this requirement?

A. Create multiple agent console applications and configure the layout based on the user's requirements.
B. Create case page layouts for each interaction channel and assign them to different agent profiles.
C. Create a service cloud console layout and allow the agents to drag and drop the components they need.
D. Create multiple service cloud console applications and configure them based on the user's requirements.
.

D. Create multiple service cloud console applications and configure them based on the user's requirements

22

Universal Containers wants to implement knowledge to assist with the resolution of cases.

What should a consultant recommend to meet this requirement?
Choose 3 answers

A. Create an email template to send articles as PDF attachments.
B. Enable article customization for open cases.
C. Enable agents to create their own personal article.
D. Enable article submission during case close.
E. Enable suggested articles on new cases.

A. Create an email template to send articles as PDF attachments.

D. Enable article submission during case close.

E. Enable suggested articles on new cases.

23

Universal Containers is transitioning from a legacy service and support system to salesforce.

What is a recommended way to migrate and cleanse the data?

A. Upload the data into salesforce and then run the native de-dupe tool.
B. Cleanse the data outside of salesforce and then migrate the data.
C. Use the salesforce import wizard to load and cleanse the data.
D. Use salesforce data loader to load and cleanse the data.

B. Cleanse the data outside of salesforce and then migrate the data.

24

A universal container wants to measure the efficiency of its contact center.

Which metric should the contact center manager analyze? Choose 3 answers.
A. Number of closed cases with articles attached.
B. Average number of days to close cases.
C. Number of open cases per day.
D. Number of new customers added.
E. Number of cases escalated.

B. Average number of days to close cases.
C. Number of open cases per day.
E. Number of cases escalated.

25

Support agents need to verify that customers are eligible to receive customer support before they can update

What object is used to verify that a customer is entitled to receive support? Choose 2

A. Contacts.
B. Case history.
C. Products.
D. Service contracts.

A. Contacts.
D. Service contracts.

26

Universal containers is having trouble with adoption of its knowledge base. Customers have reported difficulty location they need.

The following facts are known:
• Data categories are used to indicate which contact center and business unit authored the article.
• Articles have drastically different types of content mixed together (e.g. FAQ product manuals and install guides).
• Agents are not consistency completing all article fields.

What should the consultant recommend as a first step in improving the usability of the knowledge base?

A. Add a data category to indicate content type and enable workflow rules.
B. Use a Visual Force page to enable more granular search filtering.
C. Create article types for each content type and implement an approval process.
D. Create article types for each business unit and have supervisors review articles.,

C. Create article types for each content type and implement an approval process.

27

Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.

What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently?

A. Make contact center representatives accessible 24/7 to distribute the call volume.
B. Redirect users from the company site to social media forums about the products.
C. Hire contact center representatives that specialize in each of the product categories.
D. Make knowledge base articles and community answers accessible on its website.

D. Make knowledge base articles and community answers accessible on its website.

28

What support strategy will enable an organization to improve its overall capability for handling customer support inquires without increasing the number of call center agents?
A. Computer telephony integration.
B. Knowledge-centered support.
C. Facebook integration.
D. Entitlement management.

B. Knowledge-centered support.

29

Universal containers is experiencing system timeouts for social customer. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

A. Remove unnecessary columns from the reports.
B. Remove formula fields from filter criteria.
C. Remove data boundaries from filter criteria.
D. Remove dashboards based on long-running reports.

A. Remove unnecessary columns from the reports.
B. Remove formula fields from filter criteria.

30

A contact center agent needs to respond privately to a Facebook post on the fan page. The post has been converted to a case using salesforce for twitter and Facebook.

How can the agent respond privately to the customer?

A. The agent must change the case status before replying.
B. The agent can post privately on Facebook for salesforce.
C. The agent must invite the customer to another channel.
D. The agent must use the "Send private Message" button on the case

B. The agent can post privately on Facebook for salesforce.

31

Using standard case management capabilities what can be emailed to a customer as a PDF attachment?

A. Knowledge articles attached to the case.
B. Contract details related to the entitlement.
C. Products and assets associated to the case.
D. Articles appearing in the knowledge sidebar.,

A. Knowledge articles attached to the case.

32

Universal containers wants to implement a new web presence to support its customers.it has provided the following requirement.

• Ability for visitors to search knowledge articles without registering or logging in.
• Ability for over one million registered customers to security 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 service cloud portal with knowledge.
B. Implements partners' portal with knowledge.
C. Implement enterprise admin portal with content.
D. Implement service cloud portal with content

A. Implement service cloud portal with knowledge.

33

What can universal containers do to reduce costs and immediately improve contact center agent productivity (choose 2)

A. Streamline the agent interface.
B. Enable templates for written responses.
C. Offer supports through Facebook and twitter.
D. Implement team productivity dashboards.

A. Streamline the agent interface.
B. Enable templates for written responses.

34

The cost of the services for universal containers contact centers have steadily increased.

What solution should a consultant recommended to help reduce the cost of service in the contact centers? Choose 2

A. Create auto -response templates for email.
B. Enable chatter for agents' collaboration.
C. Enable ideas in a service cloud portal.
D. Enable knowledge in a service cloud portal.

A. Create auto -response templates for email.
D. Enable knowledge in a service cloud portal.

35

Universal containers want to identify potential delays in the customer support process.

Which metric should the contact center management analyze?

A. Open cases by reason.
B. Cases created by type.
C. Average case stage duration.
D. Case volume by channel.

C. Average case stage duration.

36

Universal containers want support agents to have the ability to work on multiple cases at the same time.

What should a consultant recommend to meet this requirement?

A. Configure and utilize the service cloud console.
B. Configure and utilize the agent console.
C. Create a visual force page to display multiple cases.
D. Open multiple salesforce windows at the same time.

A. Configure and utilize the service cloud console.

37

A contact center manager wants to measure the impact of a new customer case program.

What can be used to measure an increase in customer satisfaction? Choose 2

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

B. Customer satisfaction survey.
C. Average handle time.

38

Universal containers purchased knowledge and would like to implement it as soon possible.

What approach should a consultant recommend?
A. Create a knowledge visual force component within the service cloud console.
B. Create a knowledge visual force component on the case detail page.
C. Activate the knowledge sidebar within the service cloud console.
D. Activate the knowledge sidebar on the case detail page.

C. Activate the knowledge sidebar within the service cloud console.

39

For which purpose should a contact center use visual workflow?

A. To escalate a case to the support manager if it has been open for more than 72 hours.
B. To automatically assign cases to a specific queue based on the customer support level.
C. To assign follow-up tasks to an agent one week after a case is closed.
D. To automate business processes for agents who troubleshoot customer support issues via phone.

D. To automate business processes for agents who troubleshoot customer support issues via phone.

40

What is the capability of case feed?
A) Add custom visual force pages to the case feed page layout.
B) Enable call control using the CTI case feed publisher.
C) Embed case feed functionality within a visual force page.
D) Switch from case feed to standard detail pages using a console component

C) Embed case feed functionality within a visual force page.

41

What are the steps you would take before you do an article migration (choose 2)
A) Create fields and article types
B) Create the zip file with html rich text field
C) Create data categories

A) Create fields and article types
B) Create the zip file with html, rich text field

42

Universal containers support team requires its customers to submit their support inquiries via free form email (outlook etc.), additional requirements are listed below:
a) Support attachments up to 20 mb per inquiry
b) Over 10,000 inquiries per day.

Which solution should a consultant recommend to meet these requirements?

A) Email-to-case
B) Customer chatter groups
C) On-demand email-to-case
D) Web-to-case,

A) Email-to-case

43

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base.

Which metric should the service manager monitor?

A) Number of customer ratings
B) Number of approved articles
C) Number of article votes
D) Number of archived articles

C) Number of article votes

44

Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system.

The legacy system will be archived and unavailable after go-live. Agents will need easy access case information for the last one year.

A) Migrate closed cases with milestones and entitlements.
B) Migrate open and closed cases with milestones and entitlements.
C) Migrate open and closed cases without milestones and entitlements.
D) Migrate closed cases to a custom read-only object.

B) Migrate open and closed cases with milestones and entitlements.

45

Universal containers has implemented service cloud in their call center and would like to integrate it with their existing telephone system. All members of staff use a standard build for desktop computers and the IT department has indicated that they a produce a custom desktop build for the call center staff.

Which solution should a consultant recommend?


A) Move to a cloud-based telephony system.
B) Implement an adapter using the telephony/API
C) Implement an adapter built on open CTI
D) Build an adapter using the CTI toolkit.

C) Implement an adapter built on open CTI

46

The Universal Container's customer support organization has implemented knowledge 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.

What could the company do to address this situation? (choose 2)

A) Require agents to check a box on case when submitting a new suggested article
B) Create a dashboard for articles submitted by agents & approved for publication
C) Measure & reward agents based on the # of new articles submitted for approval
D) Measure & reward agents based on the # of new articles approved for publication,

B) Create a dashboard for articles submitted by agents & approved for publication
C) Measure & reward agents based on the # of new articles submitted for approval

47

Universal containers wants to streamline the troubleshooting process for inbound phone calls using visual workflow. A call greeting script to be created to perform the following:
• Prompt agent to ask for the caller's geographic region.
• Allow the agent to select a region from the picklist in the accounts object.
• Present a list of services available in that region to the agent.

What visual workflow element should a consultant use to accomplish this? Choose 3
A. Record update.
B. Assignment.
C. Screen.
D. Decision.
E. Record create.

B. Assignment.
C. Screen.
D. Decision.

48

A customer analyzed its historical cases and found that over 50% of cases were created by users who forgot their passwords. Which action will reduce the amount of time that agents spend resolving these cases?


A. Create a workflow rule to increase case priority for cases involving a forgotten password.
B. Create a case assignment rule to assign all cases to a dedicated agent who resets passwords.
C. Create an Apex trigger to reset the user's password if the case description contains the word "forgotten".
D. Create an auto-response rule and email template with details on how users can reset their passwords.

D. Create an auto-response rule and email template with details on how users can reset their passwords.

49

An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling.

Which method can be used to improve agent retention? Choose 2 answers:
A. Mix telephony interactions with email and chat
B. Extend benefits to part-time agents
C. Provide additional training on tools and process
D. Allow shift trading between agents

B. Extend benefits to part-time agents
D. Allow shift trading between agents

50

A case has not been closed even after 30 days but those cases can be closed in 7 days.

What should the consultant do to overcome this? choose 2 options

A. Use auto response rule to send an email
B. Use escalation rule to send an email
C. Supervisors to investigate those cases
D. Identify those cases and assign to the closure team

C. Supervisors to investigate those cases...
D. Identify those cases and assign to the closure team...

51

Which solution can be used to improve call deflection? Choose 3
A. Knowledge base
B. Community forum
C. Assignment rules
D. Web chat
E. Case routing

A. Knowledge base
C. Assignment rules
D. Web chat

52

A company has a requirement to keep all emails behind their firewall they have 200 agents. What should they use?
A. Email to Case
B. On Demand Email to Case
C. Web to Case
D. Community,

A. Email to Case

53

Integrate with Facebook and Twitter monitor negative posts.
A. Use TwitterForce
B. Use Salesforce and Google Analytics
C. Use Social Hub

C. Use Social Hub

54

Universal Containers wants to improve their field service operations. Some challenges they are encountering include: wasted trips to the warehouse to stock parts for their next job location and missed sales opportunities.

Which strategy should a consultant recommend? Choose 2 answers


A. Deploy mobile devices with access to real-time customer data.
B. Provide access to a knowledge base with product brochures
C. Enable performance and fault monitoring in the field service application.
D. Equip the IVR for warehouse cross reference and location information,

A. Deploy mobile devices with access to real-time customer data.
D. Equip the IVR for warehouse cross reference and location information

55

Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.

How should the requirement be met?

A. Create a custom report
B. Create a custom related list on the case
C. Create a custom view on the Case tab
D. Create a custom Visualforce page

B. Create a custom related list on the case

56

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
- Agents need to collaborate with other teams
- The product development team needs to be alerted on high-priority cases for specific products
Which solution will meet these requirements

A. Use escalation rules for notifications and case teams to monitor cases
B. Use workflow rules for notifications and case teams to monitor cases
C. Use escalation rules for notifications and account teams to monitor cases
D. Use workflow rules for notifications and account teams to monitor cases

B. Use workflow rules for notifications and case teams to monitor cases

57

Universal Containers is concerned with system performance in its contact center because the number of contact records has exceeded 40 million.

What platform functionality might be affected by the number of contact records?

A. Contact related list load time
B. Contact view page load time
C. Contact report run time
D. Contact list view edit time

C. Contact report run time

58

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.

Which tools should be used for migration functionality?

A. Data loader, change sets, and Force.com Excel Connector
B. Visual Workflow, data loader, and Force.comIDE
C. Force.com migration tool, Force.com IDE, and change sets
D. Mass transfer records, change sets, and Force.co migration tool

C. Force.com migration tool, Force.com IDE, and change sets

59

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 in the project exceeding timeline and budget constraints.

What is the first step the consultant should take to address the issue?

A. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
B. Add development resources to the project team to build out the additional requirements.
C. Adjust the project scope to accommodate new requirements and continue with the original project schedule
D. Document the requirements gap and communicate development options to the project team

A. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline

60

A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.

Before importin the articles into Knowledge, which step should a consultant perform? (Choose 3)

A. Create the data categories and set up the data category values.
B. Set up a zip file that contains the CSV, HTML, and image files.
C. Create the custom fields for the slide type
D. Set up the article actions and assign publishers to each action
E. Set the publication status of the article tame to draft status

A. Create the data categories and set up the data category values.
B. Set up a zip file that contains the CSV, HTML, and image files.
D. Set up the article actions and assign publishers to each action

61

Universal Containers is using the Service Cloud in its contact center. The contact center manager wants to deploy Answers Community.

What should a consultant recommend to integrate Answers into its Service Cloud implementation? (Choose 2)

A. Create a draft Knowledge article from a reply using the promote article button.
B. Use the close and resolve button on the case page layout to close a case and mark the question resolved.
C. Allow administrators and trusted community members to escalate a question into a case.
D. Display up to three category groups to help organize questions for easy browsing.

A. Create a draft Knowledge article from a reply using the promote article button.
C. Allow administrators and trusted community members to escalate a question into a case.

62

A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents.

Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)

A. Report on the articles attached in cases.
B. Report on articles followed in Chatter.
C. Report on agent ratings on articles
D. Report on agent feedback on articles

A. Report on the articles attached in cases.
C. Report on agent ratings on articles

63

What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published

A. First contact resolution rate
B. Number of total cases handled

64

Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability.

What needs to be configured for the SoftPhone to work in Salesforce? (Choose 3)

A. Assign the correct Salesforce users to the Call Center
B. Install an adapter from AppExchange to work with third-party CTI systems
C. Use Apex to create an adapter to work with third-party CTI systems
D. Create a SoftPhone layout and assign to user profiles
E. Assign the Salesforce CTI license to Salesforce users

A. Assign the correct Salesforce users to the Call Center
B. Install an adapter from AppExchange to work with third-party CTI systems
D. Create a SoftPhone layout and assign to user profiles

65

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? (Choose 2)

A. Enable Ideas in a customer portal
B. Enable Chatter for agent collaboration
C. Create auto-response templates for incoming emails
D. Enable Live Agent to handle incoming service inquiries

B. Enable Chatter for agent collaboration
D. Enable Live Agent to handle incoming service inquiries

66

What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)

A. Increase the Call-to-Order ratio
B. Use integrated voice response
C. Bypass entitlement verification
D. Use suggested Knowledge articles

B. Use integrated voice response
D. Use suggested Knowledge articles

67

What is Chatter Answers?

- Community Application
- Self service support community to get answers from other users or Agents
- Brings together Case, Knowledge & QA tab in unified experience
- Answers can be promoted to Articles

68

Universal Containers is using the Service Cloud in its contact center. The contact center manager wants to deploy Answers Community.

What should a consultant recommend to integrate Answers into its Service Cloud implementation?
(Choose 2)

A. Create a draft Knowledge article from a reply using the promote article button.
B. Use the close and resolve button on the case page layout to close a case and mark the question resolved.
C. Allow administrators and trusted community members to escalate a question into a case.
D. Display up to three category groups to help organize questions for easy browsing.

A, C

69

What determines which tabs customer and partner users can see in a community?


A. Their community role
B. Their community profile
C. Their user record
D. Their community license

B

70

What should you do before you enable communities for your organization?
(Select all that apply)

A. Turn on the global header for users that need it.
B. Review your security settings
C. Choose a domain name
D. Check you have the required licenses

B, C, D

71

How are members assigned to a community?
(Select all that apply)

A. Through their contact record
B. Through their profiles
C. Through permission sets
D. Through their roles

B, C

72

What determines which Knowledge articles a member will see in a community?
(Select all that apply)

A. The member's profile
B. The member's role
C. The community's branding
D. The community's zones

A, D

73

What is a characteristic of a visual workflow? choose 3

A. Elements can be used to update fields in the data base
B. Apex code must be used to pass data to legacy systems
C. Apex code must be used to update fields in the database
D. Only one version of a flow can be activated at a time
E. Elements can be used to pass data to legacy systems

A. Elements can be used to update fields in the data base
B. Apex code must be used to pass data to legacy systems
D. Only one version of a flow can be activated at a time

74

What are key facts about Call Deflection?

70-80% is world class
30-50% is average
Web self service is 10-20x less costly than phone
May see rise in support demand as self service is available

75

Universal Containers 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.

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

A