Preguntas Servicie Cloud

To help Service Agents more accurately respond to Cases, UC want a list of relevant
Knowledge Articles displayed on the Case record page. How should a consultant
configure this requirement?

A. Add the Knowledge relateds list to the Case record page

B. Add the Knowlegde tab to the Service Console
C. Add the Knowlege tab to the Service Console
D. Add the Knowledge Component to the Casae record Page

UC has been testing an updated Service Console in a sandbox and is ready to move it to
the production environment. Which deployment solution should a consultant use?

A. Manual Configuration
B. Change Sets
C. Data Loader
D. Mass Transfer Récords

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 Flow on Salesforce mobile

B. Configure Visual Flow on Salesforce mobile
C. Implement Field Service Lightning
D. Develo pan publish a knowledge management system

UC wants to allow customers to submit cases and also to see a dashboard of case
resolution history. Which type of Community license should be used to meet these
requirements?

A. Customer Community
B. High Volume Customer Portal
C. Customer Community Plus
D. Lightning External Apps Starter

UC 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 list view edit time
D. Contact report run time
UC hired agents in an expansion of the contact center. Getting agents up to speed and
fully productive is a priority. UC implemented a standardized agent-customer dialog to
assist agents. Which two features should a consultant integrate into the Service
Console? Choose 2 answers

A. Lightning Process Builder

B. Ligtning Flow for Service
C. Path for Cases
D. Interaction Log

Agents at UC are required to update the case status to Waiting for Customer after they
send an email to the case contact. Support Managers are noticing that many Agents are
forgetting to perform this step. What should a consultant recommend to address this
problem?

A. Configure Process Builder

B. Create a Case Macro
C. Activate a Validation Rule
D. Define casse Escalation Rules

UC wants to offer its customers interactive chat as well as case processing. The same
team of Service Representatives will be handling both types of communication from
customers. Which solution should the consultant recommend to ensure that Service
Reps are only assigned an appropriate number of issues?

A. Process Builder assigment

B. Omni-Channel
C. Chat
D. Case Asigment Rules

The VP of Services at UC wants to reduce the staff number of the call center. One of the
initiatives is to deflect customer interaction with a support agent while providing relevant
answers to the customer. How can a consultant meet this requirement?

A. An Email-to-Case inquirí
B. Web-to-case question
C. On Demand Email-to-Case
D. While holding for a support agent

UC has created permission sets granting access to objects and fields in one of its
sandboxes. How should the consultant deploy these permission sets to the production
environment?

A. Manually re-create the Permission Sets

B. Publish a Managed Packge
C. Use a Change set
D. Create an Unmanaged Package
What approach should a consultant use to ensure that Knowledge searches only display
articles for a service agent's product specialization?

A. Create a data category for each producto; assign data categories to service agents

A Contact Center manager is implementing a new customer care program and wants to
specifically measure customer loyalty. Which three measures can meet this
requirement? Choose 3 answers

A. Customer Support Requests

B. Service Level Agreement
C. Net promoter Score
D. Customer Purchase History
E. Customer Satisfaction Survey

The Support Manager at UC is getting inaccurate agent performance reports. After

researching the data, the Salesforce administrator has identified hundreds of cases that
are closed, but still owned by a queue. Which two solutions should a consultant
recommend to tackle this issue? Choose 2 answers

A. Crrate a case Validation Rule to ensure cases are owned by user when closed
B. Create a Process Builder an Flow to change the owner on closed cases.

UC 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. Social persona for Twitter and Facebook.

B. Social Media Marketing message taggibg
C. Esitein Bot Social queues
D. Social Customer Service for Twitter and Facebook

UC wants to schedule technicians for repair services when an agent is unable to solve the
customer's problem via the call center. What functionality should a consultant
recommend to satisfy the UC's need?

A. Field service
B. Omni Channel
C. Mobile Connect
D. Contact Request

UC is implementing a customer community to provide self-service options to its B2C

customers. Which two features should a consultant recommend?

A. Contracts and SLAs

B. Chatter aaaaanswers
C. Casses
D. Contracts
How can a Contact Center Manager see which Service Representatives have NOT
accepted new cases recently using the Lightning Service Console?

A. Omni-Channel Supervisor tab

B. Omni-Channel Utility Component
C. Cases report sorted by Rep and Case Owner
D. Cases report sorted by Rep and Case Created Case

What are the characteristics of Flow? Choose 3 answers

A. Elements can be used to pass data to legacy sytems

B. Only one versión of a Flow can be activated at a time
C. Elements can be used to update fields in the database
D. Apex code must be used to passdata legacy systems
E. Apex code must be used to update fields in the database

Contact Center management must be notified whenever an Open Case has not been
touched for 24 hours. Which feature should a Consultant use to meet this requirement?

A. Scheduled Reports
B. Time-based Workflow Rules
C. Process Builder Scheduled Actions
D. Milestone Actions

UC's IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from
customer emails. What solution should a consultant recommend?

A. On-Demand Email-to-Case
B. An AppExchange package
C. Email-to-Case
D. Web-to-Case

UC recently implemented Service Cloud. The Support Manager notices that cases are
being distributed unevenly across the team. What should the consultant recommend to
address this problem?

A. Configure Omni-Channel Routing Model as Least Active

B. Configure Case Assignment rules to use Users
C. Configure Omni-Channel Routing Model as Most Available
D. Configure Case ASSigment Rules tro use Queues

UC recently deployed a Salesforce Knowledge implementation but is looking to evaluate

the quality of the articles being produced. What should the consultant recommend to
gather information on Knowledge article usefulness?

A. Install Knowledge base Dashboards and reports AppExchange Package

UC wants to reduce the amount of time support agents spend in creating cases. Case
creation must scale up to 5000 new cases per day, as well as allow file attachments
under 25 MB by the customer. Which two features should the consultant suggest?
Choose 2 answers

A. On-Demand Email-to-Case
B. Apex email Service
C. Standard Email-to-Case
D. Web-to -Case forms

UC requires a scheduling solution that will allow managers to coordinate service

engineers across multiple Territories. What solution should a consultant recommend?

A. Field Service Lightning

B. Salesforce Mobile App
C. Employee Community
D. Lightning Console

The VP of Service at UC wants to make it easier and faster for support reps to send
knowledge articles to the customer. What should a consultant configure to satisfy this
request?

A. Create a Macro to send and Email with the article to the customer

UC is implementing a customer community using the customer service template. One of

the requirements is for members to be able to find Knowledge articles based on the
product type. How should the consultant meet this requirement?

A. Define article types with sharing settings

B. Enable suggested articles inn the community
C. Utilize topic tags for each producto type
D. Set the visibility to the data categories

UC wants to notify Support Managers when a new case has been untouched for more
than two business days. Which approach should a consultant implement?

A. Define Case Auto-Response Rules

B. Configure Case Escalation Rules
C. Define Case-Auto-response Rules
D. Create a Process Builder with Scheduled Actions

UC's customers like speaking to a live support agent on complex product issues. This
causes a heavy amount of phone calls and customers complain about the hold time.
Which functionality should the consultant recommend to resolve this issue?

A. Embedded Chat Window

B. Contact Request
C. Social Customer Service
 D. Open CTI

What are three considerations when adding a report chart to a Console component?
Choose 3 answers

A. The report is a Summary or Matrix report

B. The report contains a chart
C. The report chart is added to the Page Layout
D. The report is Sharedwith a Chatter Group
E. The report has a standard Report Type

UC wants to implement Service Cloud using Agile methodology. What should the
consultant recommend to deliver a successful implementation?

A. Generate continuos feedback from the Project team, and adjust the requirements and
deliverables accordingly

UC wants to implement Knowledge to assist agents 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 créate their own personal articles
D. Enable article submission during case close
E. Enable suggested articcles on new cases

Service Console users work on dozens of cases at one time, and often need to update a
case they worked on earlier in the day. What configuration should a consultant
recommend?

A. Define a custom List View

B. Keep all Cases open in Tabs
C. Use a Second Console sesión
D. Add History to the Utiity bar

After migrating from Knowledge to Lightning Knowledge, authors are unable to create
FAQ article type, but can successfully create Install Notes article type. Support Managers
have confirmed that articles of type FAQ exist in Production. How should a consultant
tackle this issue?

A. Grant Autthors Access to the FAQ record type

UC wants to let its customers interact in real-time with support agents from their
computers and mobile devices. What feature should a consultant recommend to meet
this requirement?

A. Web-to-Case
 B. Customer Community
C. Embedded Char Service
D. Case Assigemnt Rules

UC wants to import an external knowledge base to Lightning Knowledge using the

Knowledge Importer. How should this be implemented? Choose 2 answers

A. Multiple Article Record TYpes can be imported in the same CSV

B. Article Record Types Will becreated as part of the import
C. Article Record Types must be created before the import
D. Each Article Record Type must be in a separate CSV.

UC is updating the Service Cloud console app for its call center agents. The management
team is concerned that deploying a new app will disrupt its current operations and impact
customer satisfaction. What should the consultant recommend to mitigate these
concerns?

A. Deploy the configured and tested app to production. Update the agent profile to view the
app and move the Access to the old app

UC has deployed a call center using open CTI. Call center agents are organized into four
groups reflecting UC's four different product lines. Each group's manager would like a
report on their agents' daily call volume, including related cases and contact information.
How should the consultant recommend the report be created

A. Build a Summary reporto n Products and Avtivities

B. Create a Custom report type wuth activities as the primary object
C. Customize the MY teams Calls This Week standard report
D. Set up a reporting snapshot of the case, contact, and activity objects

UC runs a support operation with multiple call centers. The Support Manager wants to
measure the first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the consultant recommend?

A. Create a matrix report that includes fields for call center location , agent, calendar month ,
and first-call resolution.q

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, milestones, and milestones actions

B. Entitlement processes,contracts, contracts line ítems,and milestones
C. Entitlement processes, milestones, milestones actions, and entitlements
UC wants to display a history of all of today's changes to a case in the order that occurred
on a single page view. This requirement includes comments, emails, and edits to case
fields. What tool should a consultant recommend to implement this requirement?

A. Process Builder
B. Auto lauch Flow
C. Visualforce custom page
D. Salesforce Console for Service

UC added a channel to the Service Cloud deployment. UC wants the functionality to

include the ability to log the case thread and store attachments to the case record. Which
channel should the consultant recommend to meet these requirements?

A. Chat
B. Email-to-Case
C. Social Customer Service
D. Web-to-Case

Milestones can be added to which three Object types? Choose 3 answers

A. Work Order
B. Case
C. Account
D. Entitlement
E. Service

A manager has noticed an increase in average case age. This is negatively impacting
customer satisfaction. The manager wants to compare the amount of time that cases
have spent within each status during their lifecycle. Which reporting solution should be
recommended?

A. Create a report using the Case Age report type

B. Create a report using the Case Snapshot report type
C. Create a report Usinf Case Historical Trending report type
D. Create report using the Case Lifecycle report type

Which two capabilities of Lightning Knowledge ensure accurate content in articles?

Choose 2 answers

A. Knowledge Action to Publish an Article once the Article is approved

B. Approval Process that assigns an Article to a Reviewwer Queue
C. Data Category to assign an article record type to a reviewer
D. Validation Rules for article record types to verify all fields during creation

UC wants to help customers resolve issues by browsing Knowledge articles and

submitting a case if they need more information. What should the consultant recommend
to meet the requirements?
 A. Create a self-service Help Center
B. Implemet Case Assignment Rules
C. Enable Chat in Customer Community
D. Allow Comments on Knowledge article

What is a common deflection technique to reduce the number of interactions for a

contact center? Choose 2 answers.

A. Suggest articles for a Web-to-Case question

B. Suggest articles for an Email-to-Case question
C. Recommend articles during a call for a support agent
D. Recommend articles prior to a Live agent sesión

A manager would like information on the knowledge base searches conducted by

customers and call center agents. Which two metrics are useful for identifying
knowledge article effectiveness? Choose 2 answers

A. Knowledge search query with no results

B. Knowledge articles created by call center agents
C. Knowledge articles with the lowest reting
D. NUmber of knowledge articles in each category

When Service reps view a case, they often need to see the case history of other cases for
that same account. How should a consultant configure the Lighting Service Console to
support this requirement?

A. Case tabs with account subtabs

B. Account tabs with Case subtabs
C. Account tab with Cases related list
D. Account tabs and Cases tab

UC wants to monitor customers' social media reactions and opinions. Agents also want
to see recent cases that customer has logged. What feature should a consultant
recommend to meet this requirement?

A. Omni-Channel
B. Social Conversation Component
C. Custom Ligthning Component
D. AppExchange solution

UC provides Customer Support for two separate business operations. The cases
managed for each operation have different steps and fields. Which three features could
be implemented to support this? Choose 3 answers

A. Record Types
B. Omni-Channel
 C. Page Layouts
D. Suport Processes
E. Article record Types

UC wants to automate the process of case creation. While conducting a business process
review, the consultant learned that in some instances, customers provide UC with digital
pictures of the problem. The average attachment size was 34 MB. Which solution should
a consultant recommend?

A. Web-to-Case
B. Outlook Integration
C. On Demand Email-to-Case
D. Email-to-Case

A client's Support Call Center has seen an increase in call volume on a new product line.
The agents have problems in resolving issues and are escalating them to Tier 2 for
support. Which action should be taken to reduce the call volumes and escalations?

A. Configure Omni-Channel to assign cases directly to Tier 2.

B. Create Knowledge Articles and Publish them internally and publicly
C. Configure IVR routing to bypass Tier1 for the producto line
D. Create a dashboard to track and manage call volumes by type

Which feature should a consultant recommend to allow a tier 2 service representative to

take over case processing from tier 1 and know how far tier 1 had progressed in
troubleshooting?

A. Service Console Macros

B. Path for Cases
C. Lightning Guided Engagement
D. Ligthning Flow Component

Support Managers have requested the ability to provide real-time feedback to Agents
during customer chat sessions. What feature should a consultant configure to meet this
requirement?

A. Push Notifications
B. Omni-Channel Supervisor
C. Next Best Actions
D. Case Feed

UC requires approval for the creation of specific article types and categories. Both the
Publish Articles action button and the Submit for Approval button are available on page
layouts, but agents still forget to submit certain articles types for approval. What should
the consultant recommend to automate the approval process?
 A. Validation rule
B. Assignment Rule
C. Process Builder
D. Workflow

UC wants to implement a customer service community. The goal of the community is to

enable community members to access, create, and manage cases online. How should the
consultant implement these requirements?

A. Set up a Sharing Rule to grant acces base don the commmunity members contact
record

The UC sales team has been so successful in signing new customers that the support
team is unable to provide same-day customer assistance. What should a consultant
recommend to address this problem?

A. Limit Customer to 5 Cases per day

B. Add more supoort pone lines
C. Provide a self-help Customer Community.
D. Ask sales respt to respond to support Cases

UC is migrating from Classic Knowledge to Lightning Knowledge using the Lightning

Knowledge Migration Tool and notices that none of the Article file attachments is
migrated. How can the consultant migrate file attachments?

A. Use the Files related List on each article to add files to your articles

Customer support agents want the ability to view customer-related information along
with case information on all cases except product-related cases. For product-related
cases, the agents want to view product information alongside case Information. How
should the console be configured to satisfy this requirement?

A. Configure both customer information and producto-related information under

Console components in the case layou. Hide the producto-related information if the
cases are NOT producto related.

The contact center at UC offers support through phone, email, public website, and a
Community. The contact center manager wants to demonstrate the success of recent
self-service initiatives to executive management. Which two reports should the contact
center manager present to executive management? Choose 2 answers

A. The number of Knowledge articles created each month

B. Number of Cases closed by self-service users.
 C. Average call handle time by the team
D. The number of cases created using Commnunities by month

UC wants to implement best practices for its customer support teams and has decided to
follow a Knowledge-Centered Support (KCS) methodology. Which two benefits can be
expected from KCS adoption? Choose 2 answers

A. Reduced issue resolution time

B. A knowledge article lige cycle that is implemented coprrectly the first time
C. Reduced fiirst contect resolution
D. A knowledgearticle lige cycle that evolves base don usage and demad

A service representative transfers a Chat to another representative. Which two things will
happen? Choose 2 answers

A. Both service reps can chat with the customer

B. The chat transcript and Case are transfered
C. The customer does not know they were tranferred
D. The customer is shown the new respresentative’s name

UC has recently implemented a Customer Community to allow its customers to create

and update their cases online. What should a consultant recommend to ensure Customer
Community users are able to access only their cases online, including cases created by
the support team on their behalf over the phone?

A. A sharing ruleto ensure record Access is granted base don the criterio of the case

A customer-submitted case is routed to a service desk agent at UC. After the agent
responds to the case, the agent realizes the customer is not eligible for support. Which
solution should the consultant recommend to prevent this scenario from happening in
the future?

A. Add validation Rule that ensures each Case has an entitlment

B. Add Validation Rule that ensrues each Account has an Entitlement
C. Add the entitlement related list to account page layouts
D. Add the entitlement lookup fiel to case page layouts

A company has implemented Salesforce Service Cloud. The company needs Key
Performance Indicators (KPIs) to ensure that its customer support service center is
profitable. Which three metrics can be used to help executive management understand
service center costs? Choose 3 answers

A. All Cases by Customer

B. All open Cases by Priority
C. All Cases closed Month-to-date
D. All open Cases by Channel
 E. Case resolution time

UC wants to provide its five million customers a solution where customers can submit
inquiries, monitor the status of those inquiries, and view their contact information. Which
type of Community license should be used to meet these requirements?

A. Customer Community
B. Employee Community
C. Partner Community
D. Company Community

UC would like article links to be shareable to different channels for social interactions.
What solution should a consultant recommend?

A. Create a Visualforce page on the customer community portal

B. Set up Insert Article into Social post and enable the customer
C. Set up communication channel layouts in the object manager to use Insert Article
into Social post
D. Create a Chatter group and Invite the customer to join with an external chatter use

UC is preparing to implement Service Cloud for its global Support team. Requirements
gathering sessions have resulted in a large set of required deliverables. What should a
consultant recommend as the next step?

A. Organize the requirements form largest to smallest

B. Provide a timeline that addresses all the requirements
C. Prioritize the requirements base don who submitted them
D. Identify the requirements needed for the initial Go Live

A company is changing its case management system to Salesforce. All active accounts,
contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-
live. Which approach should be used for the data migration?

A. Prepare,Plan,Validate,Execute,Test
B. Plan,Prepare,Validate,Execute,Test
C. Prepare,Plan,Test,Execute,Validate
D. Plan,Prepare,Test,Execute,Validate

UC plans to migrate its existing knowledge base into Salesforce Lightning Knowledge,
Which three statements should be considered? Choose 3 answers

A. Attachements and .html files in Classic Knowledge are move to the files object
B. Article numbers change during migration
C. Article numbers change during migration
D. Visualforce pages refer to Classic article types
E. Approval procces history migrate to Lightning Knowledge
A contact center manager wants to measure improvements to operations after the
implementation of a new workforce management system. Which two metrics can be used
to assess the success of the new workforce management system? Choose 2 answers

A. Agent Utilization
B. Quality monitoring score
C. Schedule adherence
D. Number of calls offered

Which two configuration steps are required before Quick Actions can be used in Macros?
Choose 2 answers

A. Global actions need to be on the Publisher layout

B. The specific Quick Action must be added to the Case Feed
C. Quick Actions must be enabled in the org
D. The specific Quick Action must be added to the Case Record Page

What is a common deflection technique to reduce the number of interactions for a

contact center? Choose 2 answers.

A. Recommend articles during call for a support agent

B. Suggest articles for an Email-to-Case question
C. Recommend article prior to Live Agent sesión
D. Suggest articles for a Web-to-Case question

UC wants customers to have the ability to log cases with structured data and routes
based on urgency and product line. How should a consultant accomplish this?

A. Standard Web-to Case with assignment rules

B. Standard Email-tocase with assigement rules
C. Omni-Channel with prioritized queues
D. Ligthning email with web routing prioritization

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 créate a common

deasgin templates and report structure.
UC has completed the development and testing of its Service Cloud implementation and
plans to migrate functionality from the sandbox environment to the production
environment. What should be used for migration functionality?

A. Mass Tranfer record, Change sets, and Force.com migration tool

B. Data Loader, change sets, and Force.com Excel Connector
C. Force.com migration tool,Force,com IDE , and change sets
D. Visual Workflow, data loader, and Force.com IDE.

UC is considering a Knowledge-Centered Support (KCS) implementation. Which three

benefits can be expected from KCS adoption? Choose 3 answers

A. Increased call deflection

B. Optimized use of resources
C. Increased call routing accuracy
D. Reduced issue resolution time
E. Reduced support channels

Service Representatives are complaining that their Lightning Service Console is too
crowded making it difficult to find the tabs and features they need. After reviewing the
Service Representatives console use, all configured features are required. Which solution
should a Consultant suggest to improve the efficiency of console users?

A. Define criterio-based record page components

B. Enable Keyboard shortcuts
C. Create Mutilple Console Layaouts
D. Configure Macros

UC recently rolled out a Lighting Knowledge implementation; however, users are

finding unreliable and unrelated Knowledge Articles displayed in the Salesforce
Console. Which two actions should a consultant recommend to address the lack
of quality checking? Choose 2 answers

A. Restrict the Manage Articles user Permission

B. Require that an article be added when closing a case
C. Set up an intuitive Data Category hierarchy
D. Enable and confiure wildcards for articles searches

UC has tested skills-based routing in a sandbox and is ready to deploy to the production
environment. Which two deployment solutions should a consultant use to ensure skills-
based routing is operational in production? Choose 2 answers

A. Change Sets
B. Data Import Wizard
 C. Mass Tranfers Records
D. Data Loader
UC wants to provide its resellers a secure portal where they can manage their customer
accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
A. Reeller Community
B. Customer Community
C. Employee Community
D. Partner Community
Which Search mechanism should be used to find Case Comments from within the
Lightning Service Console?

A. Global Search
B. Search Utility Component
C. Comments List View
D. Comment Seacrh Component
UC needs to set up a Customer Community to provide customers with a self-service
option for support. Which two capabilities can the Customer Community provide to UC
customers? Choose 2 answers

A. Allows customers to search for a Knowledge base

B. Allows customers the ability to collaborate
C. Allows customer to customize their user interface
D. Allows Customer to customize resport and dashboards

A Service Manager has just configured Chat at a company site. Now, the Agents cannot
see the Chat footer component in the console. Which configuration option should be
verified?

A. Verify that users have Access to the Chat buttons

B. Verify that users are assigned the Chat user Profile
C. Verify that users are assigned the Chat feature license
D. Verify that users have Access to the Chat public Group

UC receives partner data in Excel format. The Excel data is all text but needs to be
imported into existing Salesforce Date, Number, and Text fields. Which three best
practices should a consultant recommend? Choose 3 answers

A. Deduplicate the data before importind i tinto Sdalesforce

B. Import the records and use Duplicate Managment
C. Standardize all rows to macth Salesforce data types
D. Install the Data Quality Analysis Dashboards from the App Exchange
E. Import the records and créate workflow rule to change the data
If a case cannot be resolved after Tier 1 has performed its troubleshooting steps, the
case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps.
How can a consultant configure the Lightning Service Console to support this
requirement?

A. Define separate record types for Tier 1 and Tier 2

B. Enable Omni-Channel Case assigment
C. Implement Lightning Guided Engagement
D. Configure a Visual Flow Troubleshooting Action

UC call center agents have been having difficulty keeping track of new customer
conversations in case feeds. What feature should the consultant use to help improve
visibility for the call center agents?

A. Enabled Unread/Rea don Compact Case Feed

B. Enable read receipt on Case List View
C. Enable Expand All Posts on Case Feed
D. Enable Case Feed alerts

Support agents need to verify that customers are eligible to receive customer support
before they can update the case. Which two objects are used to verify that a customer is
entitled to receive support? Choose 2 answers

A. Service Contracts
B. Products
C. Contacts
D. Case History

What are three best practices that should be used when deploying Salesforce
functionality to production? Choose 3 answers

A. Migrate a test deployment to a staging enviroment for smoother real-life

experience
B. Select a window of time when users will NOT be Making changesto the
organization
C. Plan and communicate the deployment to all users of the organization in advance

What should a consultant recommend to ensure Chat requests contain enough

information for reps to effectively respond?

A. Customize the Ligthing Console chat page

B. Customize the Pre-chat form
C. Configure Lighting guided Engagement
D. Configure as Chat Validation Rule
A company wants to publish Knowledge articles to its Customer Community. The articles
should be organized for easy navigation by Community members. What should a
consultant recommend?

A. Define a Custom Field to Identify the Subject

B. Define Topics for each Knowledge article
C. Define Data Categories with Custom visibility
D. Define articles types With Public Shariong Settings

A company would like to implement a solution that would hold service reps accountable
to customer Service Level Agreements. Which two steps should be completed to meet
this request? Choose 2 answers

A. Configure Service Contracts

B. Set up Milestones
C. Enable Work Orders
D. Create an Entitlements Process

UC is planning to provide different levels of support to customers in order to ensure its

agents are working within the confines of the Service Level Agreements. Which feature
should the consultant consider?

A. Omni-Channel
B. Case escalation
C. Case Milestones
D. Entitlements

UC 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 Assigment Rules

B. Configure Chat Skills-based Routing
C. Configure Omni-Channel with Least Active Routing
D. Configure Omni-Channel with Most Available Routing

A company provides customer support for new products and for routine maintenance of
existing products. These cases have many identical stages and fields, however, the
maintenance cases are unique and have additional stages and fields that need to be
captured. Which two features would meet this requirement? Choose 2 answers
 A. Support types
B. Approval Processes
C. Suport Processes
D. Record Types

UC is using the Lightning Service Console for managing cases and wants to add a
softphone to enable the click-to-call capability. Which three configurations are needed
for the softphone to work in Salesforce? Choose 3 answers

A. Create a softphone layaout and assign it to user profiles

B. Assign the correct Salesforce users to the Call Center
C. Install an adapter from AppExchange to work with third-party CTI

UC is looking for ways to provide more proactive support and to promote its brand on the
internet with minimal investment. A consultant recommends installing the Social
Customer Service Start Pack. Which two features should the consultant recommend as
part of the deployment? Choose 2 answers

A. Enable the Moderation feature to automatically créate cases from posts

B. Create and assign permmision sets to give agents social account acces

UC has a service level agreement (SLA) with customers that requires an agent to take
ownership of and respond to incoming cases within two hours of case creation. Which
solution will help UC meet its SLA?

A. Assign cases to queues and use Escalation Rules to escalate cases that have NOT
been accepted by an agent within one hour

How should a consultant provide Suggested Article functionality to Lightning Service

Console users?

A. Create email templates with Knowledge Articles attached

B. Add the Suggested Article widget to the Case page layout
C. Add the Knowledge tab to the Console App
D. Add the Knowledge Component to the Service Console

UC wants to be able to assign Cases based on the same criteria they use for Chat. Which
feature should a consultant recommend?

A. Case Skill-based Assigemnt Rules

B. Omni-Channel skills-based routing
C. Chat queue-based routing
D. Omni-Channel queue-based routing

UC wants articles to be suggested to agents based on information they are typing into
the case. Which solution should a consultant recommend?
 A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on
the case page layaout

The Vice President (VP) of Customer Support for UC has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing."
Universal Containers has recently deployed a new toll-free interactive voice response
(IVR) system and knowledgebase. The VP has asked the management team to make
additional system enhancements to fulfill this mission statement. Which three should the
consultant recommend to achieve the mission statement? Choose 3 answers

A. Create a central “Contact Us” page that provides acces to all available channels

Which of the following statement is wrong regarding to web to case?

A. Salesforce runs fields validation rules after creating records submitted via Web-to-
Case

The Service Manager at UC manages three teams. Each team provides support for a
specific product. Agents have concerns about seeing search results for other products
when searching the Knowledge Base. The Service Manager originally provided the teams
with full access to all articles. Which solution will ensure each team sees only the
relevant article type for its product?

A. Create a data category for each producto and assign them to each team base don
their prodcut specialization

The support management team at UC has noticed an increase in wait times over the last
several months when customers call in for support. Which two recommendations should
a consultant suggest to help decrease customer wait times? Choose 2 answers

A. Set up Salesforce Customer Community that will allow customers to créate cases
online
B. Create Case escalation rules to route High-priority cases directly to supervisors for
resolution

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

A. Filter the views by the case owner

B. Remove filter criterio from the views
C. Reduce the number of fields displayed
D. Restrict visibility of the views
UC wants to migrate articles from its current database as part of a new Salesforce
Lightning Knowledge implementation. Which factor should a consultant consider as part
of the migration strategy?

A. Ensure that each existing article type has a correspondig Saleforce Knowledge
article record type that matches its structure and content

Which method can be used to route cases from social channels?

A. Enable Social Network Profile an add assignment rules to the case object

Universal Containers wants to implement Omni Channel within Service Cloud for its
representatives. What is the first step required to configure Omni Channel?

A. Contact Salesforce to have Omni-Channel enabled

B. Assign Users to Omni-Channel Feature License
C. Enable Omni-Channel in Set up
D. Assign users to Omni-Channel permmissions

Universal Containers' email policy requires that all email traffic remains within its
firewall. Currently, the company has 200 support agents handling emails from five
different time zones. Which solution should a consultant recommend?

A. Salesforce for Outlook

B. On Demand Email-to-Case
C. Email-to-Case
D. Web-to-Case

UC wants Service Console users to be able to view and update product usage data that is
stored in an external system. Which two features should a consultant recommend to
provide this functionality? Choose 2 answers

A. Salesforce connect
B. Middle-tier integration
C. Custom Objects
D. External Objects

Universal Containers wants to reduce the clicks a Customer Support Agent uses when
working on a case. This includes the time it takes to create, resolve, and close the case.
Which three Salesforce productivity features should be used to accomplish this
requirement? Choose 3 answers

A. Publisher Actions
B. Quick Text
C. Macros
D. Chatter
E. Omni-Channel
UC has four internal divisions that use Salesforce Knowledge. Compliance requirements
mandate that each division should only have access to its own articles when performing
a search. Which solution should a consultant recommend to meet this requirement?

A. Create a single data category group for each división and provide acces using the
role hierchy

The Contacts Center at UC wants to increase its profit margins by promoting call
deflection within Service Cloud. Which two solutions should a consultant recommend?
Choose 2 answers

A. Customer Community
B. ServiceCloud Console
C. Knowledge Base
D. Automatic Call Distribution

A consultant has been hired to integrate a client's phone system with the Salesforce
Service Console. What are two key considerations for this integration? Choose 2 answers

A. Ligthning Console enablement

B. Service Console case creation configuration
C. CTI Adapter configuration
D. Call Center Definition File creation

Which feature should a consultant configure to allow global Service reps to call
customers from within the Lightning Service Console?

A. Open CTI
B. Macros
C. Lightning Dialer
D. Local Presence

UC wants to maintain Service Level Agreements on its customer cases.

Customers are provided different service levels based on their Services
agreement. The VP of Customer Service wants to use Service Cloud to track and
ensure senior management is alerted when cases have NOT completed certain
stages. Which Service Cloud feature should the consultant recommend
addressing this requirement?

A. Entitlement and Milestones

B. Salesforce Console
C. Case escalation
D. Case Assigement
Global Education Centre would like to maintain Service Level Agreements on their
customer cases. Customers are provided with different service levels based on their
Services agreement. The VP of Customer Service would like to use Service Cloud to track
and ensure senior management is alerted when cases have NOT completed certain
stages. Which Service Cloud feature should the Consultant recommend addressing this
requirement?

A. Case Assignment
B. Salesforce Console
C. Escalation
D. Entitlement and Milestones

Support engineers need to see a complete chronological list of field edits to a case,
associated emails, case comments, and field edits to related objects in a single view
while working on a case.How should the following requirement be met?

A. Create a custom Visualforce page

B. Create a custom vie won the Case tab (or Case Feed)
C. Create a custom related list on the case
D. Create a custom report

A company has a requirement to keep all emails behind their firewall, they have 200
agents. What should they use?

A. Salesforce for Outlook

B. On demand email to use
C. Email to Case
D. Web to case

Global Education Center is in the process of implementing Service Cloud. In which order
should the data be migrated?

A. Users,Contact,Accounts,Cases
B. Accounts,Cases,Users,Contacts
C. Accounts, Contacts,Cases,Users
D. Users,Accounts,Contacts,Cases

What capability can Global Education Centre provide its customers via the Service Cloud
portal if it sets up a customer community to provide customers with self-service options
for support? (Choose 3)

A. Allows customers to customize their user interface

B. Allows customers to search documents in content
C. Allows customers to search a Knowledge base
 D. Allow customers to follow chatter feeds
E. Allows customers to submit ideas and answer

A company has created a new onboarding process. An Agent must create ten open
activities that align to a step of this onboarding experience. Creating these activities can
take up to 20 minutes each to complete. What should the Agent recommend to minimize
costs?

A. Provide a macro that will automatically créate the activities when executed

A company sells two products, each with its own maintenance schedule. Which feature
should a Consultant recommend implementing to meet this requirement?

A. Ligthning Service Console

B. Field Service Ligthing
C. Customer Community
D. An AppExchange solution

Global Education Centre is transitioning from a legacy service and support system to
salesforce.What is a recommended way to migrate and cleanse the data?

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

Global Education Centre agents often need to access the same cases, contacts, and
orders multiple times per day. What should a consultant recommend to meet this
requirement?

A. Enable the ‘History’ coponent within the Salesforce Console for Service

The life cycle of a knowledge article consists of five stages. In which order does an
article proceed through these stages?

A. Create,Consume,Feedback,Approve,Publish
B. Create,Feedback,Publish,Approve,Consume
C. Create,Approve,Publsih,Consume,Feedback
D. Create,Publish,Feedback,Approve,Consume

Global Education Centre wants to provide its customers with more support options.
Which three should a Consultant recommend?

A. Implement SOS for mobile experience

B. Utilice KCS to manage Knowledge
C. Configure Chatter for Public Access
D. Add lIve Agent to public-faccing sities
E. Create a Customer Community
Global Education Centre would like to implement Omni Channel within Service Cloud for
their representatives. What is the first step an Administrator is required to perform in
order to configure Omni Channel?

A. Enable Omni Channel by cliking Settings in Setup

B. Assign Users to the Omni Channel Feature License
C. Assign Users to Omni Channel Permmisions
D. Contact Salesforce to have Omni Channel enabled

Global Education Centre needs millions of consumers to have public access to

knowledge on its corporate website. The consumers also need the ability to login to
create, update and read historical cases. Which product and license type would meet all
of these requirements?

A. Force.com Sities with Knowledge and Web-to-Case

B. Visualforce and Self-Service Portal
C. Force.com Sities and High-Volume Customer Portal
D. Force.com Sities with Knowledge and Email-to-Case

Which of the following is wrong regarding to High-Volume Community Users?

A. High-volume community users can manually share records they own or have Access to

Global Education Centre is experiencing system timeouts when running case reports.
What should a consultant recommend? Choose two.

A. Remove date boundaries from filter criterio

B. Remove dashboards base don long-running reports
C. Remove formula fields from filter criteria
D. Remove unnecesary columns from reports

A company is planning for the migration of an existing knowledge base into salesforce
knowledge. what factors should be considered in selecting which articles to migrate?

A. Last modified date and number of recent articles views

B. Original creation date and total number of article views
C. Original creation date and average rating of articles
D. Last modified date and frequent search terms

Global Education Centre has built a custom Visualforce page called "Knowledge" that is
used internally to access Classic Knowledge. Which two steps must be taken to ensure
the Visualforce page continues to work after migrating to Lightning Knowledge? Choose
2 answers

A. Remove Apex code references to the Article RecordType field

B. Configure the Visualforce page top use the Lightning Design Sytem
Global Education Centre is looking to provide a more consistent service experience to
their customers and is evaluating the Service Cloud macro feature. Which three features
must be configured before Universal Containers can deploy macros?

A. Object-Specific Quick Actions

B. Service Cloud COnsole
C. Feed-based page layouts
D. Lightning Components

What is the correct order of the stages of the article cycle?

A. Create, Feedback,Approve, Publish and Cosume

B. Create,Approve,Publish,Consume and feedback
C. Create,Consume,Approve,Publish and Feedback
D. Creatye,Approve,Publish,Feedback and Consume

Global Education Centre 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 UC measure case escalation?

A. Create a case report to show all cases across tiers filtered b yan escaltion flag

Global Education Centre is implementing Salesforce Knowledge and immediately wants

to begin building a repository of frequently asked questions (FAQ) encountered by
contact center agents. How can this be accomplished?

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

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 customewr to another channel
D. The agent must use the “Send private Message” button on the case

What are two design considerations for a Live Agent implementation?

A. Idle Connection Timeout

B. Chat Window Title
C. Chat VIsitor Browser
D. Chat Character Limit

Global Education Centre is ready to launch a customer portal to its targeted customers.
The company's executives want to measure user adoption.Which metrics should be
tracked? 
 A. Number of Cases created in the portal
B. Number of portal Logins per day
C. Number of emails compared to portal cases
D. Number of calls deflected using IVR

Global Education Centre regularly has issues with customers that need complex, hands-
on technical support with high-priority issues in hard -to -visit places. What should a
Consultant recommend for reliable real-time support to customers with these
restrictions?

A. Salesforce Knowledge
B. SOS Video Chat
C. Field Service Ligthning
D. Customer Community

Which element is true regarding a prebuilt Salesforce computer telephone integration

(CTI) adapter for different telephone systems?

A. It is a server-based software program that controls the behavior of a Salesforce

call center user
B. It is an intermediary between a telephony system and a Salesforce call center user

Using standard case management capabilities, what can be emailed to a customer as a

PDF attachment?

A. Articles Appearing in the Knowledge sidebar

B. Products and assets associated to the case
C. Contract details to the entitlemets
D. Knowledge articles attached to the case

Global Education Centre has Tech SUpport and general customer Service teams that use
unique service console applications. Which two configurations should a Consultant use
when deploying the console? Choose 2 answers

A. Assign users a Persimission set with Access to the service console app
B. Assign users a Profile with Access to the service console app

Global Education Centre customer support management wants to provide proactive

communications to customers who are likely to provide low customer satisfaction
(CSAT) scores. Which two customer -related metrics should the customer support
management analyze?

A. High-priprity cases opened by account month-to-date

B. New cases opened by account channel
C. Time Spent by account year-to-date
D. Escalated cases by account month-to -date
Which document should be created to support the initial planning phase of an
implementation project?

A. Project Milestones
B. Solution design document
C. Requirements Tracebility matrix
D. Project kickoff presentation

If you delete a case, which two also get deleted?

A. Event
B. Soluton
C. Account
D. Attachemnts

A contact center manager needs to restrict who can create an FAQ Article Type within
Knowledge. What should a consultant recommend to accomplish this requirement?
Choose 2 answers.

A. Create a Publisher profile that includes créate Access on the FAQ article type
B. Enable the Manage Articles permission for the Publisher profile and assign it to
users

Global Education Center 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 answers.

A. Follow up emails and attachements realted to a case are attached to the case
B. Assigemtn, escaltion, and workflow rule are processed on inbound emails

The contact center manager at Global Education Centre 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. Skills-based routing
B. Private Branch exhange
C. Workforce management
D. Interactive voice response

What is a recommended way to migrate data from an external system while ensuring that
the data adheres to data quality rules established for the Salesforce org?

A. Cleanse the data outside of Salesforce and then migrate the data

Global Education Centre is changing their case management system to Salesforce. All
active accounts, contacts, open cases, and closed cases for the past five years must be
migrated to Salesforce for go -live. Which approach should the Consultant use for data
migration?

A. Plan,Prepare,Validate,Execute,Test

Global Education Centre recently rolled out a Salesforce Knowledge implementation;

however, users are finding unreliable and unrelated Knowledge Articles displayed in the
Knowledge One widget in the Salesforce Console. Which two actions should a Consultant
recommend to address the lack of quality checking? Choose 2 answers

A. Set up an intuitive Data Category Hierarchy

B. Set up an intuitive data Category hierarchy
C. Require that an article be added when closing a case
D. Enable and configure wildcards for article searches

At Global Education Centre, a support agent dedicated to one customer regularly handles
complex integration related cases, the agent collaborates with course development team
and the client's systems.What should the consultant recommend to expedite the handling
of these cases?

A. Create a private chatter group with customers and invite key individuals to join the
group

Global Education Centre has an upcoming maintenance window where read-only access
will be available. Which two actions will Global Education Centre be able to perform
during this window? (Choose 2)

A. Review existing cases for an account

B. Post report information on Chatter
C. Run and view Salesforce reports
D. Update case data for a customer

Global Education Centre wants to deploy Live Agent as a new support channel, and wants
its Support Agents to be able to respond to chats quickly. Which two features should a
Consultant recommend?

A. Create quick actions

B. Deploy Pre-Chat Form
C. Activate quick text
D. Configure Live Message
Global Education Center wants to reduce incoming support phone call volume. What
action can be taken to meet this requirement? Choose 2 answers.

A. Enable Service contracts and Entitlements

B. Implement service Cloud Console to support agents
C. Implement Salesforce Knowledge on a portal
D. Leverage Libe Agent fpr web-based chat

What statement is true about the Salesforce Knowledge article lifecycle?

A. Knowledge uses public groups as a watt o assign users to specific taks related to
articles

Which method can be used to route social media enquiries within salesforce using
salesforce for Twitter and Facebook

A. Enable Social Profile and add assigemnt rules to the case object

Global Education Centre 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 metric can be expected to improve following the
CTI implementation?

A. Abandon Rate
B. Averages handle time

A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happen?
Choose 2 answers

A. Both Service reps can chat with the Customer

B. The chat Transcript and Case are Transferred
C. The customer is shown the new Reps Name
D. The customer doesnt know they were tranferred

Global Education Centre wants to provide its resellers a secure portal where they
can:submit and track status of their cases manage their customer accounts View reports
and dashboards. Which solution should the consultant recommend to meet these
requirements?

A. Reseller Community
B. Partner Community
C. Customer Community
D. Employee Community