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NEW QUESTION 65
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. Use hashtag (#) to track the customer case and SMEs comments
- C. Follow the SMEs to receive automatic updates when they add case comments
- D. Bookmark all the comments related to the issue from SMEs
Answer: A
NEW QUESTION 66
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 Visualforce page
- B. Create a custom report
- C. Create a custom view on the Case tab
- D. Create a custom related list on the case
Answer: D
NEW QUESTION 67
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Case Assignment Rules
- B. Configure Omni-Channel with Most Available Routing
- C. Configure Omni-Channel with Least Active Routing
- D. Configure Live Agent Skills-based Routing
Answer: B
NEW QUESTION 68
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. The specific Quick Action must be added to the Case Feed.
- B. The specific Quick Action must be added to the Case record page.
- C. Global Actions need to be on the publisher layout.
- D. Quick Actions must be enabled in the org.
Answer: A,B
NEW QUESTION 69
What is the capability of case feed?
- A. Embed case feed functionality within a visual force page.
- B. Enable call control using the CTI case feed publisher.
- C. Add custom visual force pages to the case feed page layout.
- D. Switch from case feed to standard detail pages using a console component
Answer: A
NEW QUESTION 70
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 validation rule
- B. Use an Apex trigger
- C. Use a workflow rule with an action
- D. Use a case assignment rule
Answer: C
NEW QUESTION 71
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Process for creating and maintaining knowledge
- B. Share knowledge with the business partners
- C. Method for social media management
- D. Standard for managing customer support and delivery
Answer: A,B
NEW QUESTION 72
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
- A. Site consolidation
- B. Recovery point objective
- C. Open access to systems
- D. Criteria for plan activation
Answer: D
NEW QUESTION 73
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Opportunities per channel
- B. Average queue time per agent
- C. Cost per call
- D. Number of sales queues
- E. Number of leads created
Answer: A,C,E
NEW QUESTION 74
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Einstein Bot social queues.
- B. Social Media Marketing message tagging.
- C. Social Customer Service for Twitter and Facebook.
- D. Social Persona tor Twitter and Facebook.
Answer: D
NEW QUESTION 75
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Configure Visual Flows on Salesforce mobile.
- B. Integrate with an enterprise resource planning system.
- C. Implement Field Service Lightning.
- D. Develop and publish a knowledge management system
Answer: B
NEW QUESTION 76
The VP of Service at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. Service-Level Agreements
- B. Time to Answer
- C. First Call Resolution
- D. Average Handle Time
Answer: C,D
NEW QUESTION 77
What is a benefit of a quality monitoring system? Choose 2 answers
- A. Lower the average speed of answer (ASA)
- B. Teach new agents how to handle difficult situations
- C. Enforce a consistent standard of service for customer interaction
- D. Capture inappropriate word usage and generate reports
Answer: C,D
NEW QUESTION 78
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Create a softphone layout and assign to user profiles.
- B. Assign the correct Salesforce users to the Call Center.
- C. Assign the Salesforce CTI license to Salesforce users.
- D. Enable Live Agent in their community to chat with an agent.
- E. Install an adapter from AppExdiange to work with third-party cn systems.
Answer: A,B,E
NEW QUESTION 79
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
- A. Omni-Channel
- B. Case Auto-Response Rules
- C. Visual Workflow
- D. Case Assignment Rules
Answer: A
NEW QUESTION 80
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 profiles to the associated product article types
- B. Assign team-based roles 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
Answer: C
NEW QUESTION 81
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Build a customer visual force page with the list view and assign it to the console sidebar.
- B. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
- C. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
- D. Configure the case list under custom console components so users can view the list view along with the case view
Answer: C
NEW QUESTION 82
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. Create auto-response templates for incoming emails
- B. Enable Live Agent to handle incoming service inquiries
- C. Enable Ideas in a customer portal
- D. Enable Chatter for agent collaboration
Answer: B,D
NEW QUESTION 83
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: C
NEW QUESTION 84
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