Service Cloud3

1.

1 point

What metrics should be used when evaluating agent efficiency? Choose 2.

Case escalation

New contacts added

Case close

Case open

Case close with attachment

2.

1 point

*Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

Use cases to track the credit requests and route than to regional teams using assignment rules

Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

Design a custom object to track credit requests and route them regionally using assignment rules

Enable the self-service portal to generate logins for the hospital staff by region.

3.

1 point

What is a benefit of Visual Workflow?

Can route e-mail to case based on subject

Update case fields

Route cases based on client details

4.

1 point

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)

First call resolution

Upsell percentage

Average handle time

Customer retention

5.

1 point

*Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. Which tools should be used for migration functionality?

Data loader, change sets, and Force.com Excel Connector

Force.com migration tool, Force.com IDE, and change sets

Visual Workflow, data loader, and Force.comIDE

Mass transfer records, change sets, and Force.co migration tool

6.

1 point

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)

Report on agent ratings on articles

Report on the articles attached in cases.

Report on articles followed in Chatter.

Report on agent feedback on articles

7.

1 point

The Universal Containers 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)

Create escalation rules to re-assign cases after SLAs have expired.

Enable the Service Cloud Console and Knowledge sidebar for agents.

Create case teams and introduce swarming to resolve cases.

Enable and use Chatter feed tracking on the case object.

8.

1 point

*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?

Create an approval process to ensure only the appropriate cases get escalated.

Create a case report to show all cases across tiers filtered by an escalation flag.

Create a custom trigger to generate history when cases get escalated between tiers.

Create a case report to show the number of cases for each tier and sort them by case owner.

9.

1 point

Which of the following are CTI features? Choose 4.

Screen

Automatic Call Logging

Click to dial

Custom automated voicemail

Call control

10.

1 point

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email.
Which options are available with Emailto-Case? (Choose 2)

Follow-up emails and attachments related to a case are attached to the case

Only one inbound email address can be used for Email-to-Case

Follow-up emails related to a case will update the case comments

Assignment, escalation, and workflow rules are processed on inbound emails

11.

1 point

Universal Containers has SLAs with clients that require an Agent to respond within 1 hr of receiving a case. The agreement also states that the case must be resolved in less than 1 day, if the case status is set to urgent. Which feature should be used to meet this requirement?

Workflow email alert to send notifications that case was received

Entitlements to define milestones to meet SLAs

Case assignment rules to route the case to an escalation queue

Case comments to communicate updates to the client

12.

1 point

A contact center manager is looking for ways to overall cost per case. What Salesforce metrics should the contact center manager evaluate? (Choose 2)

Average customer satisfaction score by case

Average number of activities per case

Average number of articles attached to a case

Total number of cases by origin

13.

1 point

Which step should a consultant take to import articles into Salesforce Knowledge?
(Choose 2)

Create a separate .csv for each article type

Use the data loader to import unstructured articles

Map articles with HTML sections to rich text area fields

Use change sets to import data categories

14.

1 point

*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)

Salesforce reporting speed may be affected

Result may be slow when searching for records

The Salesforce org may be slow during the data import

Related lists on the case object may be slow to populate

15.

1 point

*What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)

Bypass entitlement verification

Use integrated voice response

Increase the Call-to-Order ratio

Use suggested Knowledge articles

16.

1 point

*What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

Number of solutions created by agent

Number of articles created by agent

Number of cases escalated by agent

Number of articles attached to a case

17.

1 point

*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?

Enable Live Agent for the organization

Create user profiles or permission sets

Create an iframe to display the chat window

Enable Chatter Messenger for the organization

18.

1 point

What is a way to increase call center agent effectiveness? Choose 3.

Provide complete picture

Increase productivity

Ensure system acceptance through buy-in and training

Provide easy to use interface

19.

1 point

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)

Number of portal logins per day

Number of calls deflected using IVR

Number of cases created in the portal

Number of emails compared to portal cases

20.

1 point

*Which document should be created to support the initial planning phase of an implementation project? (Choose 2)

Solution design document

Requirements traceability matrix

Project milestones

Project kickoff presentation

21.

1 point

*UC is designing a contact center that will store 20 million cases, of which 5 million will need to be accessed for reporting and search capabilities. Which approach will ensure the best system performance? Choose 3.

Custom indexes

Divisions

Record types

Tiered data strategy

Custom search

22.

1 point

*What are three characteristics of Visual Workflow?

Elements used to obtain information from legacy systems

Apex code used to update database fields

Only one version of a flow can be activated at a time

Elements can be used to update fields in the database

Apex code must be used to pass data to legacy systems

23.

1 point

*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)

Allow administrators and trusted community members to escalate a question into a case.

Use the close and resolve button on the case page layout to close a case and mark the question resolved.

Display up to three category groups to help organize questions for easy browsing.

Create a draft Knowledge article from a reply using the promote article button.

24.

1 point

*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?

Assign article managers to public groups and specific publication states to each group

Assign article managers to public groups and specific article actions to each group

Assign article managers to publication teams and specific publication states to each team

Assign article managers to publication teams and specific article actions to each team

25.

1 point

*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?

Force.com Sites with Knowledge and Email-to-Case

Visualforce and Self-Service Portal

Force.com Sites with Knowledge and Web-to-Case

Force.com Sites and High-Volume Customer Portal

26.

1 point

UC needs to integrate Knowledge into the case management lifecycle. Which integration point is possible between cases and Knowledge? Choose 3.

Search Knowledge using case information

Convert a case attachment to an Article

Email Articles in pdf format

Add a comment to an Article

Create Articles when closing a case

27.

1 point

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?

Follow the SMEs to receive automatic updates when they add case comments

Use hashtag (#) to track the customer case and SMEs comments

@mention the SMEs on the case Chatter feed and follow the case

Bookmark all the comments related to the issue from SMEs

28.

1 point

*A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a highvolume customer portal. What is a key consideration when configuring a customer portal?

Users are not associated with a role in the hierarchy

Users cannot own records

Users can download and view content

Users can be part of a case team

29.

1 point

*A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs. Before importing the articles into Knowledge, which step should a consultant perform?
(Choose 3)

Set up the article actions and assign publishers to each action

Create the data categories and set up the data category values.

Set the publication status of the article tame to draft status

Create the custom fields for the slide type

Set up a zip file that contains the CSV, HTML, and image files.