Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Service Cloud > Service Cloud > Flashcards

Service Cloud Flashcards

1
Q

Which task should be included in a business continuity plan for a contact center? (Choose 3)

A. Route cases to agents in an alternate center.
B. Disable the Interactive Voice Response (IVR) system.
C. Deliver training on case handling for contingent staff.
D. Update the case status field values.
E. Monitor service level agreements (SLAs) and notify customers.

A

A, C, E

Confirmed

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

Which steps should be considered in deployment of Service Cloud Console? (Choose 3)

A. Customize highlight panels for all objects.
B. Set up interaction logs and assign them to user profiles.
C. Assign users the Service Cloud User feature license.
D. Set up users and assign them to a queue.
E. Customize case list views.

A

A, B, C

Confirmed

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

To setup entitlement process, what must you do?

A. Set up Service Contracts with Contract Line Items
B. Specify actions that you’ll add to you entitlement process
C. setup milestones that you will add to the entitlement process
D. Delete all pending actions in the entitlement process queue

A

C

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

What are the steps to create an entitlement process?

A

1: Name | Setup Customize | Entitlement Management | Entitlement Processes
2: Click New Entitlement Process
3: Enter a name and description
4: Select the Active Checkbox to enable the process
5: Choose the criteria from cases to enter and exit the entitlement process
6: Click Save

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

An Administrator must select milestones from an existing list of available milestones.

True or False

A

False, you can select existing or create new milestones.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from
article creation through archiving published articles.
How should the permissions for article managers be set up?

A. Create public groups with article managers and assign each group to specific article
actions.
B. Create publication teams with article managers and assign each team to specific
article actions.
C. Create public groups with article managers and assign each group to specific
publication states.
D. Create publication te

A

A

Confirmed

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of
people?

A. Mass email.
B. Chatter groups.
C. Public groups.
D. Escalation rule.

A

B

Confirmed

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

Which native Service Cloud solution is used for case satisfaction surveys?

A. Enable the case survey option on the case object.
B. Enable the case survey auto-response rule.
C. Check the survey option in the case settings.
D. Create a Web-to-case form with a custom case type of survey.

A

D

Confirmed

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Which actions can you add to a milestone?
(Choose 3)

A: Success Actions
B: Repeat Actions
C: Warning Actions
D: Violation actions

A

A, C, D

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

You can cancel pending actions in the entitlement process queue

True or False

A

True

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

What is the first step before setting up entitlements?

A. Specify the entitlements- related lookup filers on cases
B. Enable entitlement management
C. setup service contracts
D. Customize entitlements fields

A

B

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

Your support process is not based on individual service contracts. Which steps should you perform when setting up entitlements?

A. Set up service contracts
B. Set up contract line items
C. Set up both service contract and contracts line items
D. Customize entitlements field and the entitlements page layouts

A

D

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

What is the purpose of Support Processes?

A

To detail the values for the Status field on Cases

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Assignment Rules can be used for?

A

Automatically route cases to the appropriate user or queue and automatically add predefined case teams to the case.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

What is the Service Cloud Console?

A

A tab that combines a list view and related records into one screen with different frames.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

What is the purpose of the Default Case Owner?

A

Ensures that your cases are assigned to a specific support person even if no assignment rules apply.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

What are the three Entitlement Management models?

A

a) Entitlements only
b) Entitlements + Service Contract
c) Entitlements + Service Contract + Line Items

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

Entitlements allow you to (four things)…

A

a) Define service levels for support
b) Manage entitlements, service contracts
c) Verify eligibility
d) Enforce service levels via automated process

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

What is one way that knowledge can be integrated into the case management process?

A. Cases can be automatically converted to knowledge articles
B. Knowledge search can be pre-filtered based on case category
C. Knowledge can be predictively searched based on live trending topics
D. Speech analytics can be used to search based on live conversation

A

B

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

What system would be used in a contact center to help manage adherence to average call handle time and planned work schedule?

A. Customer Relationship Management (CRM) System
B. Quality Management (QM) System
C. Workforce Management (WFM) system
D. Automated Call Distribution (ACD) System

A

C

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

What is NOT a feature of the Salesforce Console for Service?

A. View multiple records on separate tabs of the same screen
B. Access to the console via a Partner Community
C. Use an interaction log which can capture case activities
D. Access to Computer Telephony Integration (CTI) controls

A

B

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

Which interaction method would provide the greatest reduction in total customer inquiries?

A. Live Chat
B. Web-to-Case
C. Web Self Service
D. Email-to-Case

A

C

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

What is a feature of Salesforce Knowledge?
(Choose 3)

A. Support for article body text to be automatically translated
B. Ability for users to rate articles on a scale of 1 to 5 stars
C. Support for approval processes during article authoring
D. Attaching of articles to case emails as a Microsoft Word doc
E. Ability to archive articles when they are no longer needed

A

B, C, E

24
Q

In what external system would you be most likely to find repair and returns master data?

A. Enterprise Resource planning (ERP)
B. Commission Management
C. Computer Telephony Integration (CTI)
D. Workforce Management (WFM)

A

A

25
Q

Miracle Max has a goal to decrease total agent-assisted interaction by 20% this year. What report could you create to help impact this metric?
(Choose 2)

A. Percentage of cases with an attached Knowledge Article
B. Percentage of cases originated via chat versus via phone
C. Count of cases with two or more agent interactions
D. Percentage of Public Articles with rating below three stars

A

C and D

26
Q

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

a. To route calls to different agents
b. To receive multiple calls at one time
c. To report the caller’s background information
d. To use speech recognition to direct calls

A

B

27
Q

Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter their 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 to support agent if they still need help.
Which system will help Universal containers to meet this requirement?

a. Interactive voice response
b. Order Management system
c. Computer telephony Integration
d. Automatic Call Distribution

A

C

28
Q

Universal Containers wants to implement knowledge to assist agents with resolution of cases.
What should a consultant recommend to meet this requirement?
Choose 3

a. Create an email template to send articles as PDF attachments.
b. Enable article submission during case close.
c. Enable article customization for open cases.
d. Enable suggested articles on new cases.
e. Enable agents to create their own personal articles.

A

A, B, D

29
Q

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

a. Create the article types and fields
b. Create the profile based category visibility settings
c. Compress the CSV, HTML, and image files for the article types.
d. Create the data category groups and hierarchy.

A

A and D

30
Q

Universal containers needs to ensure that certain customer information is always saved with the case. The Product Type and Serial Number fields must be completed before a case can be saved.
What solution should a consultant recommend to meet these requirements?

a. Set product type and serial number fields as required on the case record type.
b. Set the field level security to be required for product type and serial number
c. Set product type and serial number fields as required on the case page layout.
d. Set product type and serial number fields as required on the close case page layout.

A

C

31
Q

Why do contact centers use computer telephony integration (CTI)?

a. To deflect calls away from phone centers
b. To coordinate staff scheduling
c. To predict incoming call volume
d. To decrease manually entered information

A

D

32
Q

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. Final customer approval on training materials
c. Verification that samples data has been loaded
d. Approval of test scripts from business lead

A

C and D

33
Q

Universal containers needs to build a contact center application in Salesforce to support a business to business (B2B) customer base. Support agents need to determine the location of a caller to provide service and ensure that the location is under the service contract.
Which external system typically houses customer location data?

a. Enterprise resource planning
b. Fulfillment system
c. Order Management system
d. Warranty system

A

A

34
Q

A contact center agent wants leverage subject matter expert (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. Follow the SMEs to receive automatic updates when they add case comments
c. Using hash tag (#) to track the customer case and SMEs’ comments.
d. Bookmark all the comments related to the issue from SMEs.

A

A

35
Q

A customer calls the service desk at UNIVERSAL Containers. The agent assigned to the calls creates a case to capture the issue, but later realizes the caller is not eligible for support.
What solution should a consultant recommended to prevent this scenario from happening in the future?

a. Add the entitlements related list to contact records.
b. Add the assets related list contact records.
c. Add the entitlement contacts related list to account records
d. Add the service contract related list to contact records.

A

A

36
Q

What are the basic concepts of Knowledge –Centered Support (KCS)?
Choose 2

a. Evolving Content based product lifecycles
b. Developing a Knowledge base on the experience of an individual
c. Creating content as result of solving issues
d. Rewarding learning, Collaboration, Sharing, and improving

A

A and C

37
Q

A contact center manager would like to measure customer satisfaction after the implementation of a new customer care program.
What metrics can be used measure an increase in customer satisfaction?
Choose 2

a. Service level
b. Net promoter score
c. Average handle time
d. Customer survey score

A

C and D

38
Q

Universal Containers is implementing Salesforce knowledge for contact center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption.
Which solution supports these requirements?

a. Require agents to create knowledge articles when opening a case
b. Allow agents to provide feedback when viewing the articles
c. Allow agents to edit knowledge articles when working on a case
d. Enable the knowledge sidebar in the Service Cloud Console

A

B

39
Q

Which items should be included for a contact center to ensure business continuity?
Choose 2

a. Provide case access to agents in contingent center
b. Disable the computer telephony Interface (CTI).
c. Create a communication plan for affected and backup support
d. Create a new user interface for an alternate center

A

A and C

40
Q

Which statements are true regarding a prebuilt Salesforce computer telephony integration(CTI) adapter for different telephony systems?
Choose 2

a. It is a server- based software program that controls the behavior of Salesforce SoftPhone
b. It allows voicemails to be captured and stored as attachment on cases.
c. It is an intermediary between a telephony system and Salesforce CRM call center user.
d. It utilizes the Salesforce.com SoftPhone on every Salesforce Page.

A

A and D

41
Q

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 10MB
b. Accepts attachments from emails
c. Requires the use of transport layer security (TLS)
d. Handles more than 10,000 emails a day

A

A

42
Q

The Universal Containers contact center offers support via email, the Internet, and a customer 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

a. Number of IVR inquires without agent involvement
b. Average Call handle time by team
c. Number of cases closed by self service user
d. Number of cases created using portal

A

C and D

43
Q

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. Build a custom computer telephony integration (CTI) adapter using the Salesforce CTI toolkit
c. Implement an On-demand telephony solution provided by leading vendor
d. Create an API integration between Salesforce and the telephony system.

A

A

44
Q

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

a. Related lists on the case object may be slow to populate.
b. The Salesforce Org may be slow during the data migration
c. Salesforce reporting speed may be affected
d. Results may be slow when searching for records

A

C and D

45
Q

Universal services have been contracted by several modern energy providers to repair wind energy units. Each provider has unique equipment and the troubleshooting and resolution requirements vary for each. To facilitate the accurate submission of repair transactions for these products, the Universal Services technicians should see the appropriate fields and pick lists for the unit they are servicing and no others.
How can this accommodated using the service cloud?

a. Create a custom object with a record type for each product type
b. Create a separate asset record type for each product type.
c. Implement validation rules on the asset object
d. Implement validation rules on the custom object

A

A

46
Q

Universal Containers has service levels that define the service desk’s response time for different products and customers.
What should a consultant recommend to enforce the defined service levels?

a. Create a chatter feed for management to monitor cases in real time
b. Set up entitlements with milestones and time dependent actions.
c. Configure a workflow rule to assign a task for the agent when a case is created.
d. Assign the case to a first response queue and create escalation rules.

A

B

47
Q

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 customers
b. Predictive dialer for outbound calls
c. Visibility into service entitlements
d. Mobile access to case information

A

C and D

48
Q

Universal containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email.
Which options are available with Email-to-Case?
Choose 2

a. Follow-up emails and attachments related to a case are attached to the case.
b. Only one inbound email address can be used for Email-to-Case
c. Assignment, escalation, and workflow rules are processed on inbound emails.
d. Follow-up emails related to case will update the case comments

A

A and C

49
Q

What are benefits of developing knowledge in a high-volume service cloud portal?
Choose 2

a. Eliminates tracking of customer entitlements
b. Replaces the need for an email channel
c. Reduces incoming call volume
d. Uncovers gaps in the knowledge base

A

B and C

50
Q

Universal containers wants to measure the effectiveness of its contact center.
Which metric should the contact center manager analyze?
Choose 3

a. Number of articles attached to closed cases
b. Number of cases created
c. Number of new customers added
d. Average number of days to close cases
e. Number of cases escalated

A

A, D, E

51
Q

Universal containers has increased the number of contact centers and agents to handle its expanding customer base. It would now like to measure and track agent productivity.
What should a consultant recommend to meet this requirement?

a. Create a formula field to calculate the time between standard case accepted field and date/time closed field
b. Create a formula field to calculate the total time spent in each status based on the case history.
c. Enable the case accepted time support setting to track active time an agent spends on a case.
d. Create a formula field to calculate the time between case created and case closed date/time.

A

D

52
Q

A contact center wants to migrate its existing solutions into Salesforce knowledge.
Which knowledge configuration features should be considered before executing the migration?
Choose 2

a. Article actions
b. Data category visibility
c. Data category groups
d. Custom fields on article types

A

C and D

53
Q

Which service cloud tool requires the least agent involvement?

a. Salesforce Knowledge
b. Open CTI
c. Salesforce for twitter
d. Live agent

A

A

54
Q

Universal containers is implementing the service cloud console.
Which capabilities of the console can the company use to help improve its contact center performance?
Choose 2

a. Is available for users in the partner portal
b. Allows chatter messenger to be used between agents
c. Display records and their related items as tabs on one screen
d. Indicates when records and lists are changed by others

A

B and C

55
Q

A consultant need 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 importing the articles into knowledge, which steps should a consultant perform?
Choose 3

a. Create the data categories and set up the data category values.
b. Set up the article actions and assign publishers to each action
c. Set up a zip file that contains the CSV, HTML, and image files
d. Create the custom fields for the article type.
e. Set the publication status of the article type to draft status

A

A, C, D

Service Cloud (1 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions