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Flashcards in Service Cloud Deck (51):
1

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.

2

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

3

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

4

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

5

UC's 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 20MB per inquiry
• Over 10,000 inquiries per day

Which solution should a consultant recommend to meet these requirements?

A. Email-to-Case
B. Web-to-Case
C. On-Demand Email-to-Case
D. Customer Chatter groups

A. Email-to-Case

Email to Case:
- uses an agent on your machine
- Keep email traffic inside your network's firewall
- Accept emails larger than 25 MB
- 2,500 emails converted each day
- Over 25 MB allowed (not limited)

6

Universal Electric initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review. After the technical review an agent needs to contact the customer to review the activities. Cases can only be closed after the customer review has been completed. UE needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. What should the consultant consider to meet these requirements?

Choose 3 answers.

A. Work order and customer contact escalation requirements
B. Account team relationship to the primary contact
C. Total number of account and contact records in the database
D. Visibility and access to the work order records
E. Case closure rules on the original case

A. Work order and customer contact escalation requirements

D. Visibility and access to the work order records

E. Case closure rules on the original case

7

To manage the publishing life cycle 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

8

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

9

UC 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 contracts, contract line items, and entitlements
B. Entitlement processes, contracts, milestones, and milestone actions
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, milestone, milestone actions, and entitlements

B. Entitlement processes, contracts, milestones, and milestone actions

10

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

11

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

12

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.

13

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

14

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

15

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

16

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

17

A contact center manager is looking for ways to reduce overall cost per case. What Salesforce metric should the contact center manager evaluate? Choose 2 answers.


A. Average customer satisfaction score by case
B. Average number of activities per case
C. Average number of articles attached to a case
D. Total number of cases by origin

B. Average number of activities per case
D. Total number of cases by origin

18

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

19

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

20

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.

21

UC wants to provide its 20 million customers with a portal where they can:
- Submit inquires
- Monitor the status of those inquiries
- View their contact information.

To meet these requirements, which type of portal license would be most appropriate for the customers?

A. Partner portal
B. Service Cloud portal (Customer Community)
C. Enterprise admin
D. Sites

B. Service Cloud portal (Customer Community)

22

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

23

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.

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

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.

26

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.

27

A contact center manager is looking for ways to reduce overall cost per case. What Salesforce metric should the contact center manager evaluate? Choose 2 answers.

A. Average customer satisfaction score by case
B. Average number of activities per case
C. Average number of articles attached to a case
D. Total number of cases by origin

B. Average number of activities per case
D. Total number of cases by origin

28

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

29

UC wants to display a list of open cases data from an external system, and Knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

A. Create a custom Visualforce page to display case list view, external system and Knowledge articles
B. Configure the agent console and display the articles, case view, and external system custom object
C. Configure the Service Cloud console, integrate the external system, and enable Knowledge
D. Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar

D. Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar

30

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

31

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.

32

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.

33

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.

34

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

35

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.

36

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

37

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

38

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.

39

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.

40

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

41

UC 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 contracts, contract line items, and entitlements
B. Entitlement processes, contracts, milestones, and milestone actions
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, milestone, milestone actions, and entitlements

B. Entitlement processes, contracts, milestones, and milestone actions

42

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

A. Recommend articles during a call for a support agent
B. Suggest articles for a web-to-case question
C. Suggest articles for an email-to-case question
D. Recommend articles prior to a Live Agent session

B. Suggest articles for a web-to-case question
D. Recommend articles prior to a Live Agent session

43

UC 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. Leverage Live Agent for web-based chat
C. Enable service contracts and entitlements
D. Implement Salesforce Knowledge on a portal

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

44

UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?


A. Automatic call distributor and interactive voice response
B. Workforce management and customer satisfaction score
C. Average handling time and first call resolution time
D. Agent skill-based routing and predictive dialer

A. Automatic call distributor and interactive voice response

45

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.

What solution should a consultant recommend to meet this requirement?


A. Assign team-based roles to the associated product article types
B. Assign team-based profiles to the associated product article types
C. Assign team-based roles to the associated product data category value
D. Assign team-based profiles to the associated product data category value

C. Assign team-based roles to the associated product data category value

46

What is a characteristic of Visual Workflow? Choose 3 answers.

A. Elements can be used to update fields in the database
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 database
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

47

UC wants to display a list of open cases data from an external system, and Knowledge articles in one view in Salesforce.

What should a consultant recommend to meet this requirement?

A. Create a custom Visualforce page to display case list view, external system and Knowledge articles
B. Configure the agent console and display the articles, case view, and external system custom object
C. Configure the Service Cloud console, integrate the external system, and enable Knowledge
D. Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar

D. Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar

48

UC's contact center management wants to enhance its Service Cloud implementation and deploy a solution that will better assist its service agents and customers in troubleshooting and resolving issues.

The contact center manager has outlined the following requirements:
- Provide content categorization for easier navigation searching, and visibility.
- Shorten agents' issue resolution time by suggesting relevant content.
- Establish a publication lifecycle process based on industry leading practices.
- Ensure the solution is tightly integrated with Service Cloud console and Live Agent.

What Salesforce solution should a consultant recommend?


A. Content
B. Knowledge
C. Solutions
D. Chatter,

B. Knowledge

49

UC wants to provide its 20 million customers with a portal where they can: Submit inquires Monitor the status of those inquiries, and View their contact information.

To meet these requirements, which type of portal license would be most appropriate for the customers?

A. Partner portal
B. Service Cloud portal (Customer Community)
C. Enterprise admin
D. Sites

B. Service Cloud portal (Customer Community)

50

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

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

51

A contact center manager is looking for ways to reduce overall cost per case. What Salesforce metric should the contact center manager evaluate? Choose 2 answers.

A. Average customer satisfaction score by case
B. Average number of activities per case
C. Average number of articles attached to a case
D. Total number of cases by origin

B. Average number of activities per case
D. Total number of cases by origin