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Service Cloud Winter 18 - 3
Terms in this set (26)
Universal containers 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?
Assign team-based role to the associated product data category value.
Universal containers has determined that case list views are slow to load because of the large number of cases in the system. Which action will improve the performance of the list views?
Reduce the number of fields displayed.
Filter the views by case owner
What metric should a contact center manager consider to measure adoption of salesforce knowledge?
Number of articles attached to a case
Number of articles created by agent
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?
Create a report that display the # of articles searched during the past 2 months
Report that displays # of cases with articles attached during the past 2 months
For what purpose should a contact center use Visual workflow?
Automate business processes for agents who troubleshoot support issues via phone.
UC requires only specific individuals be allowed to contact support on behalf of the client. Which feature should be used to meet this requirement?
entitlement contacts to identify approved users.
Universal containers wants to reduce incoming support phone call volume. What action can be taken to meet this requirements? Choose 2 answers
Leverage live agent for web-based chat.
Implement salesforce knowledge on a portal
What is a benefit of deploying knowledge in customer communities?
Uncover gaps in the knowledge base.
Reduces incoming call volume.
Universal containers 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?
Use workflow rules to send an emails to the customer.
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?
Create a custom visualforce page.
What is a common deflection technique to reduce the number of interactions for a contact center?
Suggest articles for a web-to-case question.
Recommend articles prior to a live agent session.
Which object does the service level for the customer be checked from?
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?
Percent of cases closed meeting the defined SLA
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?
Install an adapter from appexchange to work with third-party cti systems.
Create a softphone layout and assign to user profiles.
Assign the correct salesforce users to the call center.
Universal containers wants to implement knowledge to assist agents with the resolution of cases. What should a consultant recommend to meet this requirement?
Enable article submission during case close.
Enable suggested articles on new cases.
Create an email template to send articles as pdf attachments.
Universal containers has implemented service cloud in their call center and would like to integrate it with their existing tel system. All members of staff use a standard build for desktop computers and the IT department has indicated that they a produce a custom desktop build for the call center staff. Which solution should a consultant recommend?
Build an adapter using the CTI toolkit.
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?
Assign managers to public groups & specific article actions to each group
Universal Containers is developing its strategy for supporting their customers on social media sites. The company's requirements include the ability to:
- Monitor Facebook fan page for new posts and comments from customer
- Link new post and comments to an existing customer record
- Respond to posts from the existing Salesforce Console for Service
- Create and link social personas to contacts
What should a consultant recommend to meet these requirements?
Enable Salesforce social profile on contacts
Which method can be used to route social media inquiries within salesforce for twitter and facebook?
Use the routing queues provided with salesforce for twitter and facebook.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. What metric can be used to assess the success of the new workforce management system?
Which of the following metrics can be used as an indicator of Customer Satisfaction?
First Call Resolution
Which 3 tasks should be included in a business continuity plan for a contact center?
Route cases to agents in an alternate center.
Deliver training on case handling for contingent staff.
Monitor service level agreements (SLAs) and notify customers.
UC plans to deploy SF Service Console to its support team. Which 3 steps should be considered in deployment?
customize highlights panel for all objects.
set up interaction logs and assign them to users profile.
assign users the Service Cloud user feature license.
UC needs to closely manage the publishing lifecycle for articles in Knowledge. Article Managers will be granted different publishing capabilities, from article creation through archiving published articles.
How should the permissions for article managers be set up?
Create public groups with article managers and assign each group to specific article actions.
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts.
Which feature will help the support agent send this question to the right group of people?
UC plans to implement Salesforce Knowledge for its US Call Center to assist agents in providing customer support. Which 3 options should UC consider when planning its implementation?
What types of info they need to publish.
Who can approve and manage the info published.
How can info be categorized.
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