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NEW QUESTION 21
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
- A. Assign article managers to publication teams and specific publication states to each team.
- B. Assign article managers to public groups and specific article actions to each group.
- 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.
Answer: B
NEW QUESTION 22
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
- A. verify that users have access to the Live Agent chat buttons.
- B. Verify that users have access to the Live Agent public group.
- C. Verify that users are assigned the Live Agent feature license.
- D. Verify that users are assigned the Live Agent user profile.
Answer: D
NEW QUESTION 23
Universal Containers, a new Salesforce customer, needs its 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. Visualforce and Self-Service Portal
- B. Force.com Sites with Knowledge and Email-to-Case
- C. Force.com Sites and High-Volume Customer Portal
- D. Force.com Sites with Knowledge and Web-to-Case
Answer: C
NEW QUESTION 24
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?
- A. Custom report
- B. Custom related list
- C. Customer view of case tab
- D. Custom Visual force page
Answer: D
NEW QUESTION 25
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers
- A. Assign the Salesforce CTI license to Salesforce users
- B. Create a SoftPhone layout and assign to user profiles
- C. Assign the Salesforce users to the Call Center.
- D. Use Apex to create an adapter to work with third-party CTI systems
- E. Install an adapter from AppExchange to work with third-party CTI systems
Answer: B,C,E
NEW QUESTION 26
How is the hash mark (e.g., #salesforce) used in chatter?
- A. Indicates a clickable URL hyperlink
- B. Ties the Chatter message to a topic
- C. Links the Chatter message to Twitter
- D. Indicates the name of a group in which to place the Chatter message
Answer: B
NEW QUESTION 27
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud instance
- A. Bulk Data Transfer API
- B. Data Integration via SOAP API
- C. Cloud-to-Cloud Integration Toolkit
- D. Java Language Specific Toolkit
Answer: A
NEW QUESTION 28
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Share knowledge with the business partners
- B. Process for creating and maintaining knowledge
- C. Method for social media management
- D. Standard for managing customer support and delivery
Answer: A,B
NEW QUESTION 29
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Create a report that display the # of articles searched during the past 2 months
- B. Report that displays # of new articles created during the past 2 months
- C. Report that displays # of cases with articles attached during the past 2 months
- D. Report displays # of articles associated to data categories during past 2 months
Answer: A,C
NEW QUESTION 30
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Knowledge uses public groups as a way to assign users to specific tasks related to articles
- B. Article permission sets allow agents to participate in the article publishing process
- C. Articles CANNOT be published until they are reviewed and validated by a qualified author
- D. Approval process CANNOT allow publishing of articles that have specific validation statuses
Answer: B
NEW QUESTION 31
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
- A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- B. Create a Visualforce page on the customer community portal.
- C. Set up insert Article into Social post and enable the customer community portal.
- D. Create a Chatter group and invite the customer to join with an external chatter user.
Answer: C
NEW QUESTION 32
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers
- A. Social Customer Service
- B. Interactive Voice Response
- C. Computer Telephone Integration
- D. Live Agent
Answer: A,D
NEW QUESTION 33
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers
- A. Organize the fields on the page layout to match each process
- B. Create a custom object for each step in the process
- C. Use Visualforce to create a wizard for each process
- D. Use Visual Workflow to streamline the process
Answer: A,D
NEW QUESTION 34
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Service Cloud SOS
- B. Field Service Lightning
- C. Salesforce Knowledgebase
- D. Chatter Groups
Answer: A,B
NEW QUESTION 35
Universal Containers 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 Universal Containers 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.
- B. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
- C. Use case auto-response rules to send an email to support managers within one hour of case creation.
- D. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
Answer: A
NEW QUESTION 36
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- A. Telephony
- B. Order Fulfillment
- C. Marketing
- D. Enterprise Resource Planning (ERP)
Answer: B
NEW QUESTION 37
Service Console users work on dozen 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. Add History to the Utility bar.
- B. Keep all open in tabs.
- C. Use a second Console session.
- D. Define a custom List View.
Answer: A
NEW QUESTION 38
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Full copy sandbox for the DR exercise
- B. Use a Developer Pro sandbox for the DR exercise
- C. Allow the exercise to be done in a Production instance
- D. Use a Partial sandbox for the DR exercise
Answer: A
NEW QUESTION 39
What is the primary function of a private branch exchange (PBX)?
- A. To report the caller's background information
- B. To mate calls to different agents
- C. To receive multiple calls at one time
- D. To use speech recognition to direct calls
Answer: C
NEW QUESTION 40
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
- A. Field Service
- B. Chatter Questions
- C. Macros
- D. Communities
- E. Public Knowledge
Answer: B,D,E
NEW QUESTION 41
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: C
NEW QUESTION 42
Which solution can be used to improve call deflection?
- A. Web chat
- B. Community forum
- C. Knowledge base
- D. Case routing
- E. Assignment rules
Answer: A
NEW QUESTION 43
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and case teams to monitor cases.
- B. Use escalation rules for notifications and case teams to monitor cases.
- C. Use escalation rules for notifications and account teams to monitor cases.
- D. Use Process Builder for notifications and account teams to monitor cases.
Answer: A
NEW QUESTION 44
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Validation rules
- B. Auto-response rules
- C. Workflow rules
- D. Assignment rules
Answer: C
NEW QUESTION 45
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
- A. Create at least two different approval processes.
- B. Create at least two different data categories.
- C. Grant managers the Manage Data Categories permission.
- D. Grant managers the Manage Salesforce Knowledge permission.
- E. Create at least two different article types.
Answer: A,D,E
NEW QUESTION 46
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