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Service cloud winter '16 - Cody's Answers
Terms in this set (92)
UC 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 by an escalation flag.
B. Create an approval process to ensure only the appropriate cases get escalated.
C. Create a case report to show the number of cases for each tier and sort them by case owner.
D. Create a custom trigger to generate history when cases get escalated between tiers.
A. Create a case report to show all cases across tiers filtered by an escalation flag.
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
A. Recommend articles during a call for a support agent
B. Suggest articles for a web-to-case question
C. Suggest articles for an email-to-case question
D. Recommend articles prior to a Live Agent session
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
A. Implement Service Cloud console to support agents
B. Leverage Live Agent for web-based chat
C. Enable service contracts and entitlements
D. Implement Salesforce Knowledge on a portal
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 list view edit time
B. Contact report run time
C. Contact view page load time
D. Contact related list load time
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
• Support attachments up to 20MB per inquiry
• Over 10,000 inquiries per day
• Which solution should a consultant recommend to meet these requirements?
C. On-Demand Email-to-Case
D. Customer Chatter groups
C - Email-to-Case only supports 2500 cases https://help.salesforce.com/HTViewHelpDoc?id=customizesupport_email.htm&language=en_US
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?
A. Automatic call distributor and interactive voice response
B. Workforce management and customer satisfaction score
C. Average handling time and first call resolution time
D. Agent skill-based routing and predictive dialer
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 roles to the associated product article types
B. Assign team-based profiles 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
What is a characteristic of Visual Workflow? Choose 3 answers.
A. Elements can be used to update fields in the database
B. Apex code must be used to pass data to legacy systems
C. Apex code must be used to update fields in the database
D. Only one version of a flow can be activated at a time
E. Elements can be used to pass data to legacy systems
UC wants to display a list of open cases, data from an external system, and Knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
A. Create a custom Visualforce page to display case list view, external system and Knowledge articles
B. Configure the agent console and display the articles, case view, and external system custom object
C. Configure the Service Cloud console, integrate the external system, and enable Knowledge
D. Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
A. Partner portal
B. Service Cloud portal (Customer Community)
C. Enterprise admin
A contact center manager is looking for ways to reduce overall cost per case. What Salesforce metric should the contact center manager evaluate? Choose 2 answers.
A. Average customer satisfaction score by case
B. Average number of activities per case
C. Average number of articles attached to a case
D. Total number of cases by origin
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
A. Implement a customer self-service portal
B. Enable agents to transfer calls to other agents
C. Cross-train agents on both product lines
D. Prioritize customer calls based on their SLA
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
A. Create a custom web service to handle invoice inserts and updates from the billing system
B. Create a custom tab of type URL that displays a search page from the billing system
C. Import payment data into Salesforce and add to the contact page layout related list
D. Create a Visualforce page that retrieves payment information via a Web Service call-out
*NOTE: on my exam (12/15/15), it had me select 2 answers. I selected B,D.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which metric can be used to assess the success of the new workforce management system? Choose 2 answers.
A. Number of calls offered
B. Agent utilization
C. Schedule adherence
D. Quality monitoring score
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 this requirement be met?
A. Create a custom related list on the case
B. Create a custom Visualforce page
C. Create a custom report
D. Create a custom view on the Case tab (or Case Feed)
UC, a new Salesforce customer, needs its millions of consumers to have public access to knowledge on it 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 Sites with Knowledge and Email-to-Case
B. Force.com Sites with Knowledge and Web-to-Case
C. Force.com Sites and High-Volume Customer Portal
D. Visualforce and Self-Service Portal
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
A. Use workflow rules to send an email to the customer
B. Use escalation rules to assign the case to a case queue
C. Use auto-response rules to send an email to the customer
D. Use assignment rules to assign the case to a case queue
What are some uses of www.trust.salesforce.com in business continuity planning? Choose 3 answers.
A. To provide best practices for continuity plans
B. To provide information regarding planned maintenance
C. To provide live and historical data on system performance
D. To provide online security threat information
E. To provide live support for system and data backup
UC has completed 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. Data loader, change sets, and Force.com Excel Connector
B. Force.com migration tool, Force.com IDE, and change sets
C. Visual Workflow, data loader, and Force.com IDE
D. Mass Transfer Records, change sets, and Force.com migration tool
UC wants to create a process to verify that customers are eligible for support before a case is created. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
A. Ability to specify unique service levels for each customer
B. Ability to prompt callers for the service contract number with IVR menus
C. Ability to determine if a customer has escalated a case in the past
D. Ability to enforce service levels with time-dependent processes
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
A. Enable social profile and add workflow rules to the contact object
B. Use Twitter-to-Case and add workflow rules to the case object
C. Enable social profile and add assignment rules to the case object
D. Use the routing queues provided with Salesforce for Twitter and Facebook
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
A. Use Chatter case feed and case teams to monitor cases
B. Use an escalation rule to move cases into the product manager queue
C. Use a workflow rule to send an email to the product manager
D. Use an assignment rule to assign new cases to the product manager
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. Bookmark all the comments related to the issue from the SMEs
C. Use hashtag (#) to track the customer case and SMEs comments
D. Follow the SMEs to receive automatic updates when they add case comments
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured? Choose 3 answers.
A. Configure workflow rules for each data category
B. Configure article types for each kind of content
C. Define approval processes for each article type
D. Define approval processes for each product
E. Configure data category values for each product
UC is developing its strategy for social customer service. It would like to build a business case to fund a larger investment in social media and have a dedicated social media support team. The company's requirements include the ability to: Monitor Facebook fan page for new posts from customers. Link new posts to an existing customer record. Respond to posts from the existing Service Cloud console. What should UC do immediately to begin providing social customer service?
A. Create a Force.com app for Facebook monitoring
B. Install Salesforce for Facebook and Twitter
C. Enable Salesforce social profiles on contacts
D. Integrate Facebook to its existing customer portal
What metric should a contact center manager consider to measure adoption of Salesforce Knowledge? Choose 2 answers.
A. Number of cases escalated by agent
B. Number of articles created by agent
C. Number of solutions created by agent
D. Number of articles attached to a case
The UC support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? Choose 2 answers.
A. Create case teams and introduce swarming to resolve cases
B. Enable the Service Cloud console and Knowledge sidebar for agents
C. Enable and use Chatter feed tracking in the case object
D. Create escalation rules to re-assign cases after SLAs have expired
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. Enable the Manage Articles permission for the publisher profile and assign it to users
B. Hide the Article Management Lab for users who should have read-only access to articles
C. Create a publisher profile that includes create access on the FAQ article type
D. Set the organization-wide default to private and create sharing rules for the FAQ article type
What is a benefit of deploying Knowledge in a high-volume Service Cloud portal? Choose 2 answers.
A. Uncovers gaps in the knowledge base
B. Reducing incoming call volume
C. Replaces the need for an email channel
D. Eliminates tracking of customer entitlements
When planning the migration of an existing knowledge base into Salesforce Knowledge, what factors should be considered in selecting which articles to migrate?
A. Original creation date and average rating of articles
B. Last modified date and frequent search terms
C. Last modified date and number of recent article views
D. Original creation date and total number of article views
UC is implementing the Service Cloud console. Which capability of the Service Cloud console can the company use to improve its contact center performance? Choose 2 answers.
A. Allows Chatter Messenger to be used between agents
B. Displays records and their related items as tabs on one screen
C. Indicates when records and lists are changed by others
D. Is available for users in the partner portal
The support manager wants information on the knowledge base searches conducted by customers and call center agents. Which metric would be most useful to identify knowledge article effectiveness? Choose 2 answers.
A. Knowledge search query with no results
B. Number of knowledge articles in each category
C. Knowledge articles with the lowest rating
D. Knowledge articles created by call center agents
UC would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
A. Enable the Knowledge sidebar setting in the case support settings
B. Create a Visualforce page called Knowledge sidebar on the case page layout
C. Create a Service Cloud console and enable the Knowledge sidebar on the case page layout
D. Enable the Knowledge sidebar related list on the case page layout
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 create a common design template and report structure
B. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting
C. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report
D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization
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 answers.
A. Salesforce reporting speed may be affected
B. Related lists on the case object may be slow to populate
C. The Salesforce or may be slow during the data migration
D. Results may be slow when searching for records
The business and IT leaders at UC have agreed to implement Information Technology Infrastructure Library (ITIL) for its IT Help Desk. Which benefits will result from a successful ITIL implementation? Choose 3 answers.
A. Aligning IT and the business which allows IT to better understand current and future needs of the business
B. Delivering IT services that are focused on functionality rather than usability
C. Setting customer expectations with predictable processes that are consistently used by the organization
D. Create service levels between IT and the business to provide value at an agreed upon cost
E. Achieving cost savings by utilizing operational resources only for the duration of the project implementation
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing the kit usage information by patient. The regional processing team reviews these requests and awards coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?
A. Enable the self-service portal and generate logins for the hospital staff by region
B. Use cases to track the credit requests and route them to regional teams using assignment rules
C. Design a custom object to track credit requests and route them regionally using assignment rules
D. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules
UC 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. Assignment, escalation, and workflow rules are processed on inbound emails
B. Only one inbound email address can be used for Email-to-Case
C. Follow-up emails and attachments related to a case are attached to the case
D. Follow-up emails related to a case will update the case comments
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution. What should be the first step in configuration and customization?
A. Enable Chatter Messenger for the organization
B. Enable Live Agent for the organization
C. Create user profiles on permission sets
D. Create an iframe to display the chat window
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
A. Users, accounts, contacts, cases
B. Accounts, contacts, cases, users
C. Users, contacts, accounts, cases
D. Accounts cases, users, contacts
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 customer
B. Mobile access to case information
C. Visibility into service entitlements
D. Predictive dialer for outbound call
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 workflow rule with an action
B. Use a validation rule
C. Use a case assignment rule
D. Use an Apex trigger
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 escalation rules for notifications and case teams to monitor cases
B. Use workflow rules for notifications and case teams to monitor cases
C. Use escalation rules for notifications and account teams to monitor cases
D. Use workflow rules for notifications and account teams to monitor cases
Universal Containers' contact center manager needs to measure the following metrics:
- Agent productivity
- Customer satisfaction
Which report should a consultant recommend? (Choose 2)
A. Average handle time
B. First contact resolution
C. Average speed to answer
D. Escalation rate
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article managers the various publishing capabilities.
What configuration should be recommended to meet this objective?
A. Assign article managers to public groups and specific article actions to each group
B. Assign article managers to publication teams and specific publication states to each team
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
What is the primary function of a private branch exchange (PBX)?
A. To receive multiple calls at one time
B. To use speech recognition to direct calls
C. To report the caller's background information
D. To route calls to different agents
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. Approval of test scripts from the business lead
C. Verification that sample data has been loaded
D. Fund customer approval on training materials
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter 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 a support agent if they still need help.
Which system will help Universal Containers meet this requirement?
A. Computer Telephony Integration
B. Interactive Voice Response
C. Automatic Call Distribution
D. Order Management System
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 10 MB
B. Accepts attachments from emails
C. Handles more the 10,000 emails a day
D. Requires the use of Transport Layout Security (TLS)
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers.
Which solution should a consultant design to meet this requirement? (Choose 2)
A. Display product bug data in Salesforce via a Visualforce page
B. Use Web Services API to integrate the external database with Salesforce
C. Create a custom product bug object and import data into Salesforce
D. Use Bulk API to load the product bug data into Salesforce
Universal Containers wants to implement Knowledge to assist agents with the 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 suggested articles on new cases
C. Enable article submission during case close
D. Enable article customization for open cases
E. Enable agents to create their own personal articles
Universal Containers is using the Service Cloud in its contact center. The contact center manager wants to deploy Answers Community.
What should a consultant recommend to integrate Answers into its Service Cloud implementation? (Choose 2)
A. Create a draft Knowledge article from a reply using the promote article button.
B. Use the close and resolve button on the case page layout to close a case and mark the question resolved.
C. Allow administrators and trusted community members to escalate a question into a case.
D. Display up to three category groups to help organize questions for easy browsing.
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents.
Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)
A. Report on the articles attached in cases.
B. Report on articles followed in Chatter.
C. Report on agent ratings on articles
D. Report on agent feedback on articles
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Service Cloud portal and plans to allow customers to be authenticated users to increase self-service rates.
Which method should be used to enable the customers on the portal? (Choose 2)
A. Have agents manually create users when portal access is requested by customers.
B. Identify active customers and send them registration instructions via email.
C. Create active customers as portal users and send them email notifications
D. Have agents provide customers with portal registration instructions when working a case
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
A. Users cannot own records
B. Users can download and view content
C. Users are not associated with a role in the hierarchy
D. Users can be part of a case team
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)
A. Assign the correct Salesforce users to the Call Center
B. Install an adapter from AppExchange to work with third-party CTI systems
C. Use Apex to create an adapter to work with third-party CTI systems
D. Create a SoftPhone layout and assign to user profiles
E. Assign the Salesforce CTI license to Salesforce users
Universal Containers CFO is looking for ways to reduce contact center costs.
Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
A. First call resolution
B. Average handle time
C. Upsell percentage
D. Customer retention
Which document should be created to support the initial planning phase of an implementation project? (Choose 2)
A. Requirements traceability matrix
B. Solution design document
C. Project milestones
D. Project kickoff presentation
Universal Containers 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 Universal Containers measure case escalation?
A. Create an approval process to ensure only the appropriate cases get escalated.
B. Create a case report to show all cases across tiers filtered by an escalation flag.
C. Create a custom trigger to generate history when cases get escalated between tiers.
D. Create a case report to show the number of cases for each tier and sort them by case owner.
Universal Containers needs to set up a customer portal to provide customers with a self-service option for support.
Which capability can Universal Containers provide its customers via the customer portal? (Choose 3)
A. Allows customers to submit ideas and answers
B. Allows customers to customize their user interface
C. Allows customers to search documents in Contact
D. Allows customers to follow Chatter feeds
E. Allows customers to search a knowledge base
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
A. Increase the Call-to-Order ratio
B. Use integrated voice response
C. Bypass entitlement verification
D. Use suggested Knowledge articles
Universal Containers is ready to launch a customer portal to its targeted customers. The company's executives want to use appropriate metrics to efficiently measure user adoption.
Which metrics should be measured? (Choose 2)
A. Number of calls deflected using IVR
B. Number of emails compared to portal cases
C. Number of cases created in the portal
D. Number of portal logins per day
At universal containers, a support agent dedicated to one customer regularly handles complex integration related cases, the agent collaborates with universal containers product development team and the client's systems.
What should the consultant recommend to expedite the handling of these cases?
A. Enable chatter case feed and add product development team members to the case team.
B. Create a private chatter group with customers and invite key individuals to join the group.
C. Build a repository of knowledge articles related to integration and share it with the customer.
D. Create a related child case and assign the child case to the product development team.
Universal Containers wants to implement knowledge to assist 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 create their own personal article.
D. Enable article submission during case close.
E. Enable suggested articles on new cases.
Universal Containers is transitioning from a legacy service and support system to salesforce.
What is a recommended way to migrate and cleanse the data?
A. Upload the data into salesforce and then run the native de-dupe tool.
B. Cleanse the data outside of salesforce and then migrate the data.
C. Use the salesforce import wizard to load and cleanse the data.
D. Use salesforce data loader to load and cleanse the data.
Support agents need to verify that customers are eligible to receive customer support before they can update
What object is used to verify that a customer is entitled to receive support? Choose2
B. Case history.
D. Service contracts.
Universal containers is having trouble with adoption of its knowledge base. Customers have reported difficulty location they need. The following facts are known:
• Data categories are used to indicate which contact center and business unit authored the article.
• Articles have drastically different types of content mixed together (e.g. FAQ, product manuals and install guides).
• Agents are not consistency completing all article fields.
What should the consultant recommend as a first step in improving the usability of the knowledge base?
A. Add a data category to indicate content type and enable workflow rules.
B. Use a Visual Force page to enable more granular search filtering.
C. Create article types for each content type and implement an approval process.
D. Create article types for each business unit and have supervisors review articles.
What support strategy will enable an organization to improve its overall capability for handling customer support inquires without increasing the number of call center agents?
A. Computer telephony integration.
B. Knowledge-centered support.
C. Facebook integration.
D. Entitlement management.
Universal containers is experiencing system timeouts for social customer. What should a consultant recommend to improve the performance of the reports? Choose2 answers.
A. Remove unnecessary columns from the reports.
B. Remove formula fields from filter criteria.
C. Remove data boundaries from filter criteria.
D. Remove dashboards based on long-running reports.
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
A. Knowledge articles attached to the case.
B. Contract details related to the entitlement.
C. Products and assets associated to the case.
D. Articles appearing in the knowledge sidebar.
Universal containers wants to implement a new web presence to support its customers.it has provided the following requirement.
• Ability for visitors to search knowledge articles without registering or logging in.
• Ability for over one million registered customers to security submit cases and view the status of those cases.
• Ability to display white papers to registered customers.
• Ability for registered customers to save favorite knowledge articles for easy access later.
What should the consultant recommend as part of the solution?
A. Implement service cloud portal with knowledge.
B. Implements partners' portal with knowledge.
C. Implement enterprise admin portal with content.
D. Implement service cloud portal with content
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
A. Streamline the agent interface.
B. Enable templates for written responses.
C. Offer supports through Facebook and twitter.
D. Implement team productivity dashboards.
The cost of the services for universal containers contact centers have steadily increased.
What solution should a consultant recommended to help reduce the cost of service in the contact centers? Choose 2
A. Create auto -response templates for email.
B. Enable chatter for agents' collaboration.
C. Enable ideas in a service cloud portal.
D. Enable knowledge in a service cloud portal.
A contact center manager wants to measure the impact of a new customer case program.
What can be used to measure an increase in customer satisfaction? Choose2
A. Service-level agreement.
B. Customer satisfaction survey.
C. Average handle time.
D. First call resolution.
B,D - B,C were original answers. This is a shitty judgement call. For me, I would rather my issue be handled the first time than something done quickly but potentially wrong.
For which purpose should a contact center use visual workflow?
A. To escalate a case to the support manager if it has been open for more than 72 hours.
B. To automatically assign cases to a specific queue based on the customer support level.
C. To assign follow-up tasks to an agent one week after a case is closed.
D. To automate business processes for agents who troubleshoot customer support issues via phone.
What is the capability of case feed?
A) Add custom visual force pages to the case feed page layout.
B) Enable call control using the CTI case feed publisher.
C) Embed case feed functionality within a visual force page.
D) Switch from case feed to standard detail pages using a console component
Universal containers is using the salesforce console for service for managing cases. They would like to add the salesforce 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) Install an adapter from AppExchange to work with third-party CTI systems.
C) Use apex to create an adapter to work with third-party CTI systems.
D) Create a softphone layout and assign to user profiles.
E) Assign the correct salesforce users to the call center.
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)
A) Require agents to check a box on case when submitting a new suggested article
B) Create a dashboard for articles submitted by agents & approved for publication
C) Measure & reward agents based on the # of new articles submitted for approval
D) Measure & reward agents based on the # of new articles approved for publication
B,D - original answer was B,C which would have agents submitting every case. Rewards on approved articles means you get quality work and less trash to sift through.
Universal containers is experiencing system timeouts when running case reports.
A) Remove formula fields from filter criteria.
B) Remove unnecessary columns from the reports.
C) Remove date boundaries from filter criteria.
D) Remove dashboards based on long-running reports.
What type of environment is the Case Feed most beneficial for?
This is highly subjective. The original answer was "High-volume, multi-channel"
What are features of the Case Feed?
-Create, review & Update Cases
-Key Events in Chronological order
-Feature of Chatter that needs to be enabled
-See all emails associated with Case
What is an important consideration before implementing Person Accounts?
You can't undo it is the most important thing. The original answer was "They will double the number of records/data volume"
What is a prereq for Service Console?
Service Cloud user license
Key differences with Solutions vs Knowledge
Solutions are low effort low funcationality
Solutions will not evolve
No Multi-dimensional searching in Solutions (Types, categories)
No additional license required
Key things to remember with Web to Case?
Validation rules on web form need to match object
Case fields can be mapped from web form
500 email limit
Needs queues Assignment rules, Email templates, auto-response
Enable Web to Case
Key features of Email to Case
Needs agent installed to run
Satisfies requirement to keep email in firewall
Can have attachments over 10mb
Uses senders email to auto-associate to contact record if no match not association
Escalation Rules vs Workflow
Escalation can be:
linked to Business hours
Triggered in Order
Specify a role
No field updates
Customer cant be notified
What is the primary purpose of Knowledge Categories?
Provide an easy way to narrow down searching through article types
Define visibility through Role hierarchy or Profiles
Articles can be assigned multiple categories
Categories can set up in Category Groups
Categories hidden until activated
What are the steps to configure knowledge?
Set Knowledge User permission in user record
Create Article Types (need at least one to enable knowledge)
Enable Salesforce Knowledge (adds Articles tab)
Create custom profiles
Configure knowledge settings
Add Articles & Article Mgmt tab to Console & apps
Create Data Categories
Set Visibility of Categories through hierarchy or profile
What are the three Knowledge channels?
Public, Employee, Partner
How do you configured Cases to automatically notify contacts when new comment is added?
Enable "Send Email Notification"
Customize > Cases > Support Settings
Workflow rules can also be set to update fields like Case Status
Where is the best place to create a case from when using Entitlements?
From the "Create Case" link in Entitlements Related List, this automatically populates Related Account Contact or Asset
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