Service Cloud - Winter 18 Exam - pt 2
Terms in this set (32)
UC 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 UC service cloud instance?
Bulk Data Transfer API
UC is considering a knowledge center support implementation. Which 3 benefits can be expected from KCS Adoption?
Optimized use of resources.
Reduced support channels.
Reduced issue resolution time.
UC is implementing a call center using CTI. (Computer Telephony Integration) Which 3 items at a minimum must be implemented and deployed to ensure success?
Assign users to a call center.
Configure call center definition.
Install CTI Adapter using open CTI.
UC 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?
Create FAQ article type and enable submit articles feature on case close page layout.
UC is looking to provide a more consistent service experience to their customers and is evaluating the Service Cloud macro feature. Which 3 features must be configured before UC can deploy macros?
Object Specific Quick Action
Feed-based page layouts.
Service Cloud Console
UC is looking to reduce the volume of calls into their Product Support Contact Center. Which 3 features should a consultant recommend?
UC is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow 4-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
On-Demand Email to Case
UC containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click to call capabilities. Which 3 configs are needed for the softphone to work in SF?
Assign the correct SF users to the call center.
Install an adapter from AppExchange to work with
UC containers need to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their customer service, tech support and field service contact centers. Which 2 items should a consultant consider to improve the KPI scores?
Service Console Knowledge Components
Data Categories and Article Types
UC provides Customer Support for 2 separate business operations. The case managed for each operation have different steps and fields. Which 3 features could be implemented to support this?
UC requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created and closed. What should a consultant recommend to meet these requirements?
US Support management team has noticed an increase in wait times over the last several months when customers call in for support. Which 2 recommendations should a consultant suggest to help decrease customer wait times?
Set up Salesforce Customer Community that will allow customers to create cases online.
Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
UC has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequent project updates for check-ins and refinement. Which methodology should the consultant recommend given the requirements?
UC needs to invoke a process on an external system (Not in Salesforce) whenever cases are created or updated by contact center agents. UC does not want to use any customized code to accomplish this. Which solution should a consultant recommend?
Workflow-driven outbound messaging
UC wats customers to be notified by email when their issue is resolved. The notification should contain a reference link to the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC Comm. Which 3 features must be configured to accomplish this?
UC wants to deploy live agent as a new support channel, and wants support agents to be able to respond to chats quickly. Which 2 features should a consultant recommend?
Activate quick text.
UC wants to deploy the Service Cloud to its contact centers located across North America, Europe and Asia. The company would like to standardize contact centers and reporting in its centers worldwide. Which approach should a consultant recommend in this scenario?
Assign a global team of experienced agents and leaders to create a common design template and report structure.
UC 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.
UC containers want to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated. Which statement is true about migrating images into SF Knowledge?
Include images in an html file using the image tag and src attributes
UC wants to measure the efficiency of its contact center. Which metric should the contact center manager analyze?
Number of open cases per day.
Avg number of days to close cases.
Number of escalated cases.
UC wants to provide customers with more support options. Which 3 should a consultant recommend?
Utilize KCS to manage Knowledge.
Add Live Agent
Implement SOS for mobile experience.
UC would like to implement a solution to hold service reps accountable for customer service level agreements. Which two steps are necessary to satisfy this requirement?
Set up Milestones
Create an Entitlement Process
UC would like to implement Omni Channel within Service Cloud for their reps. What is the first step an admin is required to perform in order to configure Omni Channel?
Enable Omni Channel by clicking settings in set up.
UC would like to reduce the clicks a Support Rep uses when working on a case. This includes the time it takes to create, resolve and close. Which 3 SF productivity features should be used to accomplish this requirement?
What is a benefit of deploying knowledge in a high volume service cloud portal?
Reduce incoming call volume.
Uncover gaps in the knowledge base.
What method can be used to route cases from social channels?
Enable social customer service and add assignment rules to the case object.
What statement is true about the Salesforce Knowledge lifecycle?
Article permission sets allow agents to participate in the article publishing process.
When adding a report chart to a console component, which 3 of the following should a consultant consider?
Report is a Summary or Matrix report.
Report Chart is added to page layout.
Report contains a chart.
When support agents are working on a case, the support manager at UC wants the agents to see the case number, subject and description in the highlights panel. How can a consultant implement this functionality with configuration?
Add the fields to the page layout and add the fields to the highlights panel.
Which config item must be created when implementing Lightning Knowledge?
Which 3 processes are a use case for visual workflow?
Cross-sell promotions for reps.
Caller verification and creation of a new case.
Decision based troubleshooting for reps.
Which two capabilities of Salesforce Knowledge ensure accurate content in articles?
Approval Process that assigns an article to a reviewer queue.
Validation Rules for Article Types to verify all fields during creation.
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