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NEW QUESTION 187
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
- A. Add the entitlement contacts related list to account records
- B. Add the entitlements related list to contact records
- C. Add the service contract related list to contact records
- D. Add the assets related list to contact records
Answer: B
NEW QUESTION 188
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. First contact resolution
- B. Average handle time
- C. Average speed to answer
- D. Escalation rate
Answer: A,B
NEW QUESTION 189
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
- A. Contact view page load time
- B. Contact list view edit time
- C. Contact report run time
- D. Contact related list load time
Answer: C
NEW QUESTION 190
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 session
Answer: A,D
NEW QUESTION 191
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 article types with public sharing settings.
- B. Define data categories with custom visibility.
- C. Define topics for each knowledge article.
- D. Define a custom field to identify the subject.
Answer: A,B,D
NEW QUESTION 192
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases created using portal
- B. Average call handle time by team
- C. Number of IVR inquiries without agent involvement
- D. Number of cases closed by a self-service user
Answer: A,D
NEW QUESTION 193
For which purpose should a contact center use visual workflow?
- A. To assign follow-up tasks to an agent one week after a case is closed.
- B. To automatically assign cases to a specific queue based on the customer support level.
- C. To escalate a case to the support manager if it has been open for more than 72 hours.
- D. To automate business processes for agents who troubleshoot customer support issues via phone.
Answer: D
NEW QUESTION 194
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
- A. Lightning Dialer
- B. Local Presence
- C. Macros
- D. Open CTI
Answer: A
NEW QUESTION 195
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Set the article publish date to automatically display the article on the start datE.
- B. Create a workflow rule to update the article status to Published on the article start date.
- C. Send an email reminder to update the article status to Published on the start date.
- D. Create a task related to the article with a reminder set for the article start date.
Answer: A
NEW QUESTION 196
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
- A. The report chart is added to the Page Layout.
- B. The report contains a chart.
- C. The report is shared with a Chatter Group.
- D. The report is a Summary or Matrix report.
- E. The report has a standard Report Type.
Answer: B,D
NEW QUESTION 197
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
- B. Developers can embed API calls and processes on web pages to automate call handling processes.
- C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- D. Developers can integrate with any telephony platform available with little to no need for customization.
Answer: B,C
NEW QUESTION 198
Universal Containers 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 rule to ensure record access is granted based on criteria of the case.
- B. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- C. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- D. An organization-wide default of Public Read/Write on the Case object.
Answer: A
NEW QUESTION 199
The Vice President (VP) of Customer Support for Universal Containers 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. Optimize the customer community for mobile devices to have access to the same support as desktops.
- B. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- C. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- D. Create a central "Contact Us" page which provides access to all available channels.
- E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answer: A,D,E
NEW QUESTION 200
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
- A. Collapsible Sidebar Components
- B. Multiple Monitors Components
- C. Configure Macros
- D. Console Keyboard Shortcuts
Answer: C
NEW QUESTION 201
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 Chatter for agent collaboration
- D. Enable Ideas in a customer portal
Answer: B,C
NEW QUESTION 202
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
- A. Create, feedback, publish, approve, consume
- B. Create, approve, publish, consume, feedback
- C. Create, publish, feedback, approve, consume
- D. Create, consume, feedback, approve, publish
Answer: B
NEW QUESTION 203
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. Assignment, escalation, and workflow rules are processed on inbound emails
- C. Only one inbound email address can be used for Email-to-Case
- D. Follow-up emails related to a case will update the case comments
Answer: A,D
NEW QUESTION 204
What are two benefits of deploying Knowledge in Customer Communities?
- A. Eliminates tracking of customer entitlements
- B. Reduces incoming call volume
- C. Replaces the need for an email channel
- D. Uncovers gap in the knowledge base
Answer: B,C
NEW QUESTION 205
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
- A. Implement Email-To-Case
- B. Implement Quick Text
- C. Enable the support setting for default email templates
- D. Implement Macros
- E. Enable the Support Process for default email templates
Answer: B,C,D
NEW QUESTION 206
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Add the Entitlements related list to the Account Page Layout.
- B. Configure Assignment Rules based on Case Priority.
- C. Create a Report of all active Entitlements grouped by Customers.
- D. Configure Success, Warning, and Violation Actions for Milestones.
Answer: A,B
NEW QUESTION 207
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. Marketing
- B. Telephony
- C. Order Fulfillment
- D. Enterprise Resource Planning (ERP)
Answer: C
NEW QUESTION 208
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers
- A. Opportunities per channel
- B. Number of leads created
- C. Number of sales queues
- D. Cost per call
- E. Average queue time per agent
Answer: A,B,D
NEW QUESTION 209
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 Satesfbrce and then migrate the data.
- B. Upload the data into Salesforce and then run data cleansing tools.
- C. Use the Salesforce data loader to load and cleanse the data.
- D. Use the Salesforce import wizard to load and cleanse the data.
Answer: A
NEW QUESTION 210
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Create a publisher profile that includes create access on the FAQ article type.
- B. Enable the Manage Articles permission for the publisher profile and assign it to users
- C. Hide the Article Management tab for users who should have read-only access to articles.
- D. Set the organization-wide default to private and create sharing rules for the FAQ article type
Answer: A,B
NEW QUESTION 211
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