Salesforce - Service Cloud Consultant.v2021!11!08.q122

Salesforce.Service-Cloud-Consultant.v2021-11-08.
q122
Exam Code: Service-Cloud-Consultant

Exam Name: Salesforce Certified Service cloud consultant
Certification Provider: Salesforce
Free Question Number: 122
Version: v2021-11-08
# of views: 364
# of Questions views: 1220
https://www.exam-tests.com/Service-Cloud-Consultant-exam/Salesforce.Service-Cloud-
Consultant.v2021-11-08.q122.html
NEW QUESTION: 1
Universal Containers (UC) is developing a strategy for supporting customers on social
media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new
posts and comments from customers
* Link new posts 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?
A. Create a Lightning Platform app for Facebook monitoring.
B. Enable Salesforce social profile on contacts.
C. Integrate Facebook to its existing Customer Community.
D. Enable Social Customer Service.
Answer: (SHOW ANSWER)
NEW QUESTION: 2
The manager of a large credit card contact center needs to understand how many
customers call daily to check their balance without speaking with an agent. Which system
would be used to generate the report?
A. Automatic Call Distributor
B. Private Branch Exchange
C. Interactive Voice Response
D. Time and Attendance
NEW QUESTION: 3
Universal containers is looking for ways to provide more proactive support and to promote
its brand on the internet with minimal investment. A consultant recommends installing the
Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
A. Create and assign permission sets to give agents social account access.
B. Select two Twitter or Facebook accounts.
C. Retrieve Social Studio credentials.
D. Enable the Moderation feature to automatically create cases from posts.
NEW QUESTION: 4
UC is in the process of implementing Service Cloud. In which order should the data be
migrated?
A. Users, contacts, accounts, cases
B. Accounts, contacts, cases, users
C. Accounts cases, users, contacts
D. Users, accounts, contacts, cases
Answer: D (LEAVE A REPLY)
NEW QUESTION: 5
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to
production.
Which two deploy solutions should a consultant to ensure skills-based routing is
operational in Production?
A. Mass Transfer Records
B. Change Sets
C. Data Loader
D. Data Import Wizard
NEW QUESTION: 6
Universal Containers (UC) is updating the Service Cloud console app for its call center
agents. Management is concerned that deploying the new app will disrupt current
operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
A. Deploy the configured and tested app to production, update the agent's profile to view
the app and take away access to the old app.
B. Configure the new app m developer org and use an unmanaged package to deploy to
production.
C. Deploy the configuration from a sandbox to production during the next Salesforce
version update so the system only goes down once.
D. Configure the new app in a sandbox. Use a change-set to push the configuration to
production for testing and training.
Answer: B (LEAVE A REPLY)
NEW QUESTION: 7
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. Average handling time and first call resolution time
C. Agent skill-based routing and predictive dialer
D. Workforce management and customer satisfaction score
NEW QUESTION: 8
A company has created a new onboarding process. An Agent must create ten open
activities that align to a step of this onboarding experience. Creating these activities can
take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
A. Provide a macro that will automatically create the activities when executed.
B. Add an object-specific custom quick action to create new activities.
C. Hire a certified developer to write an apex trigger that creates each new activity.
D. Assign a single agent to create the activities on all new onboarding cases.
NEW QUESTION: 9
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 Macros
B. Implement Email-To-Case
C. Implement Quick Text
D. Enable the support setting for default email templates
E. Enable the Support Process for default email templates
Answer: A,C,D (LEAVE A REPLY)
NEW QUESTION: 10
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 a custom field to identify the subject.
B. Define article types with public sharing settings.
C. Define data categories with custom visibility.
D. Define topics for each knowledge article.
Answer: A,B,C (LEAVE A REPLY)
NEW QUESTION: 11
Which method can be used to route social media inquiries with Salesforce using
Salesforce for Twitter and Facebook?
A. Enable social profile and add assignment rules to the case object
B. Enable social profile and add workflow rules to the contact object
C. Use Twitter-to-Case and add workflow rules to the case object
D. Use the routing queues provided with Salesforce for Twitter and Facebook
NEW QUESTION: 12
At Universal Containers, a support agent dedicated to one customer regularly handles
complex integration-related cases. In these cases, the agent collaborates with Universal
Containers product development team and the client's system integration. What would the
consultant recommend to expedite the handling of these cases?
A. Create a related child case and assign the child case to the product development 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. Enable Chatter case feed and add product development team members to the case
team.
NEW QUESTION: 13
Universal Containers has a service level agreement (SLA) with customers that requires an
agent to take ownership of and respond to incoming cases within two hours of case
creation. Which solution will help Universal Containers meet its SLA?
A. Create a workflow rule to send an email to support managers when a case is created
and assigned to a queue.
B. Use case auto-response rules to send an email to support managers within one hour of
case creation.
C. Create a workflow rule to assign a task to all members of a queue if a case has NOT
been accepted by an agent within one hour.
D. Assign cases to queues and use escalation rules to escalate cases that have NOT been
accepted by an agent within one hour.
NEW QUESTION: 14
Which native Service Cloud solution is used for case satisfaction surveys?
A. Enable the case survey auto-response rule
B. Create a Web-to-case form with a custom case type of survey
C. Enable the case survey option on the case object
D. Check the survey option in the case settings
NEW QUESTION: 15
Universal containers is trying to reduce the amount of time support agents spend creating
cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well
as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
A. Standard email to case
B. Omni channel routing
C. On-Demand Email-to-case
D. Web to case forms
NEW QUESTION: 16
A Service Manager has just configured Live Agent at a company site. Now, the Agents
cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
A. Verify that users have access to the Live Agent public group.
B. Verify that users are assigned the Live Agent user profile.
C. Verify that users are assigned the Live Agent feature license.
D. verify that users have access to the Live Agent chat buttons.
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NEW QUESTION: 17
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
NEW QUESTION: 18
Why would customer upgrade from self-service to customer portal (Choose 3)?
A. Simpler and easier to configure
B. Better reporting
C. Branded site
D. Access to custom objects
Answer: B,C,D (LEAVE A REPLY)
NEW QUESTION: 19
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up
to speed and fully productive is a priority UC implemented a standardize agent-customer
dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2
answers
A. Path for Cases
B. Interaction Log
C. Lightning Process Builder
D. Lightning Row for Service
NEW QUESTION: 20
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
Answer: B,D (LEAVE A REPLY)
NEW QUESTION: 21
Field engineers often need to access current inventory levels of products the customer has
purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
A. Integrate with an enterprise resource planning system.
B. Develop and publish a knowledge management system
C. Implement Field Service Lightning.
D. Configure Visual Flows on Salesforce mobile.
Answer: A (LEAVE A REPLY)
NEW QUESTION: 22
The Contact Center at Universal Containers wants to increase its profit margins by
promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
A. Automatic Call Distribution
B. Knowledge Base
C. Service Cloud Console
D. Customer Community
NEW QUESTION: 23
Universal Containers Executives want to see contact center metrics from each of its
different geographic regions. How should a Consultant support this requirement?
A. Create a single Dashboard with a Region filter.
B. Create a Dashboard for each Region.
C. Create a Dashboard for each Case Team.
D. Create a single Dashboard with a Case Team filter.
NEW QUESTION: 24
In the telesales contact center, Universal Containers has three-step and five-step order
process, contingent on the type of product solD. Which approach should be used to
optimize the order process? Choose 2 answers
A. Organize the fields on the page layout to match each process
B. Create a custom object for each step in the process
C. Use Visualforce to create a wizard for each process
D. Use Visual Workflow to streamline the process
Answer: A,D (LEAVE A REPLY)
NEW QUESTION: 25
Universal Containers' contact center would like to measure and communicate case
escalation rates to management. Which solution should a consultant recommend to meet
this requirement?
A. Create a case report with a custom summary formula to calculate the percentage of
escalated cases
B. Create a formula field on the case record to calculate percentage of escalated cases
C. Create a bucket field on a report to calculate the percentage of escalated cases
D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
NEW QUESTION: 26
From any queue list view, users can take ownership of one or more cases if: (Choose 3
answers)
A. They are higher in the Role Hierarchy than a Queue Member
B. They are members of that Queue
C. All of the above
D. They have a Contact Manager Profile
E. If the OWD for sharing cases is Public Read/Write/Transfer
Answer: A,B (LEAVE A REPLY)
NEW QUESTION: 27
Universal Containers (UC) wants to schedule for repair service when an agent is unable to
solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
A. Mobile Connect
B. omni Channel
C. Contact Request
D. Field Service
NEW QUESTION: 28
A manager has noticed an increase in average case age. This is negatively impacting
customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each
status during their lifecycle.
Which reporting solution should be recommended?
A. Create a report using the case snapshot report type.
B. Create a report using the case lifecycle report type.
C. Create a report using the case age report type.
D. Create a report using the case historical trending report type.
NEW QUESTION: 29
Which step should a consultant take to import articles into Salesforce Knowledge?
(Choose 2)
A. Use the data loader to import unstructured articles
B. Use change sets to import data categories
C. Map articles with HTML sections to rich text area fields
D. Create a separate .csv for each article type
Answer: A,C (LEAVE A REPLY)
NEW QUESTION: 30
Universal Containers has a single contact center that handles all service requests including
chat, Cases, and web form submissions. It is important that Reps are assigned work
evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
A. Configure Case Assignment Rules
B. Configure Omni-Channel with Most Available Routing
C. Configure Omni-Channel with Least Active Routing
D. Configure Live Agent Skills-based Routing
NEW QUESTION: 31
Universal Containers has an active presence on Twitter and Facebook. Customers'
requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
A. Einstein Bot social queues.
B. Social Customer Service for Twitter and Facebook.
C. Social Media Marketing message tagging.
D. Social Persona tor Twitter and Facebook.

Tests)
NEW QUESTION: 32
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?
A. Lightning Knowledge
B. Salesforce Content
C. Salesforce Files
D. Classic Knowledge
NEW QUESTION: 33
What can universal containers do to reduce costs and immediately improve contact center
agent productivity choose 2
A. Implement team productivity dashboards.
B. Enable templates for written responses.
C. Streamline the agent interface.
D. Offer supports through Facebook and twitter.
NEW QUESTION: 34
Universal Containers wants to display a history of all of today's changes to a case in the
order that occurred on a single page view. This requirement includes comments, emails,
and edit to case fields.
What tool should a consultant recommend to implement this requirement?
A. Visualforce custom page
B. Process Builder
C. Auto launch flow
D. Salesforce Console for Service
NEW QUESTION: 35
Which of the following measures customer portal adoption/effectiveness among
CUSTOMERS (Choose 2)?
A. # of cases via email
B. # of articles per agent
C. Most popular articles
D. Total cases created
Answer: C,D (LEAVE A REPLY)
NEW QUESTION: 36
Support process: escalation queue if not responded in 2 hours within business hours until
marked Urgent which requires 24/7 resolution.
A. Validation rules on case process field
B. Workflow rule
C. Escalation rule to ignore business hours based on case criteria
Answer: C (LEAVE A REPLY)
NEW QUESTION: 37
Universal Containers customers are encouraged to submit web cases when they find
errors or omissions in product documentation. The information is captures on a case with
the "Errata" record type. The Technical Writing Manager would like to send an email to the
customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
A. Create an auto-response rule that sends an email to the case contact when a case with
the "Errata" record type is created
B. Create an assignment rule that sends an email to the case contact when a case with the
"Errata" record type is created
C. Create an Apex trigger that sends an email to the case contact when a case with the
"Errata" record type is created
D. Create a workflow rule and email alert action that sends an email to the case contact
when a case with the "Errata" record type is created
NEW QUESTION: 38
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, consume, feedback, approve, publish
D. Create, publish, feedback, approve, consume
NEW QUESTION: 39
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
A. Email to care with Site
B. Email to case with web to case
C. On-demand email to case with sites
D. On-demand email to case
NEW QUESTION: 40
Universal container support manager wants to share product specific information with their
customers using communities. Choose 3 Answers
A. Assign article types to the communities
B. Configure content library permissions
C. Publish articles to external channels
D. Enable public solutions.
E. Enable article deliveries
NEW QUESTION: 41
Universal containers is planning to provide different levels of support to customers in order
to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
A. Entitlements
B. Case milestones
C. Case escalation
D. Omni-channel
NEW QUESTION: 42
Universal Containers plans to migrate its existing knowledge base into Salesforce
Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers
A. Attachments and .html files in Classic Knowledge are moved to the Files object.
B. Approval process history migrate to Lightning Knowledge.
C. Article numbers change during migration.
D. Visualforce pages refer to Classic article types.
E. Each article must be associated to a record type.
NEW QUESTION: 43
Universal Containers needs to customize Salesforce to improve its Support Agents'
experience so they can work more efficiently.
Which two features requires Service Cloud?
A. Unique page layouts for each Case Record Type
B. Open multiple case records as tabs and sub tabs
C. Utility Bar
D. Access to Knowledge Articles
NEW QUESTION: 44
Universal containers wants to provide its 20 million customers with a portal where they
can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the
customers?
A. Partner Community
B. Sites
C. Employee Community
D. Customer Community
NEW QUESTION: 45
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the
case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How
can a Consultant configure the Lightning Service Console to support this requirement?
A. Implement Lightning Guided Engagement
B. Enable Omni-Channel Case assignment
C. Define separate Record Types for Tier 1 and Tier 2
D. Configure a Visual Flow Troubleshooting Action
NEW QUESTION: 46
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. Use hashtag (#) to track the customer case and SMEs comments
C. Follow the SMEs to receive automatic updates when they add case comments
D. Bookmark all the comments related to the issue from SMEs

Tests)
NEW QUESTION: 47
Sales engineer needs visibility to list field edits, emails, case comments, and related
objects on ONE page.
How can this be achieved?
A. Customer view of case tab
B. Custom Visual force page
C. Custom report
D. Custom related list
NEW QUESTION: 48
Which case submission process leverages Apex email services?
A. Email-to-Case
B. On-demand Email-to-Case
C. Case submitted using chat
D. Web-to-Case
NEW QUESTION: 49
Universal Containers wants 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 Salesforce Knowledge?
A. Convert all images to .jpeg, as this is the only supported file type
B. Ensure that each image does NOT exceed the maximum of 25 MB
C. Include images in an .html file using the image tag and src attribute
D. Upload the images into Salesforce prior to importing the articles
NEW QUESTION: 50
Universal Containers is changing their case management system to Salesforce. All active
accounts, contacts, open cases, and closed cases for the past five years must be migrated
to Salesforce for go-live.
Which approach should the Consultant use for data migration?
A. Plan, Prepare, Test, Execute, Validate
B. Prepare, Plan, Text, Execute, Validate
C. Prepare, Plan, Validate, Execute, Text
D. Plan, Prepare, Validate, Execute, Text
NEW QUESTION: 51
Universal Containers has built a custom Visualforce page called "Knowledge" that is used
internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after
migrating to Lightning Knowledge?
Choose 2 answers
A. Configure the Visualforce page to use the Lightning Design System.
B. Remove Apex code references to the ArticleType field.
C. Rename the Visualforce page to "Lightning Knowledge"
D. Remove Apex code references to the Article RecordType field.
NEW QUESTION: 52
A customer has recently implemented an on-premise telephony system that is common in
the industry. This customer purchased Salesforce licenses and is planning to integrate
these two systems. What option should a consultant recommend?
A. Implement an on demand telephony solution provided by a vendor.
B. Create an API integration between Salesforce and the telephony system.
C. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
D. Use a computer telephony integration (CTI) adapter that supports its telephony system.
NEW QUESTION: 53
Universal Containers' support management team has noticed an increase in wait times
over the last several months when customers call in for support. Which two
recommendations should a Consultant suggest to help decrease customer wait times?
Choose 2 answers
A. Create a case escalation rules to route high-priority cases directly to supervisors for
resolution.
B. Set up a Salesforce Customer Community that will allow customers to create cases
online.
C. Create reports to analyze call data in order to understand peak times and ensure
adequate staffing.
D. Set up analytical snapshots to capture key case information and create historical
trending reports.
Answer: B,C (LEAVE A REPLY)
NEW QUESTION: 54
The VP of Service at Universal Containers is looking for ways to reduce contact center
costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
A. First Call Resolution
B. Time to Answer
C. Service-Level Agreements
D. Average Handle Time
NEW QUESTION: 55
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. Create a task related to the article with a reminder set for the article 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. Set the article publish date to automatically display the article on the start datE.
NEW QUESTION: 56
A company provides customer support for new products and for routine maintenance of
existing products.
These cases have many identical stages and fields, however, the maintenance cases are
unique and have additional stages and fields that need to be captured. Which two features
would meet this requirement? Choose
2 answers
A. Support Types
B. Approval Processes
C. Record Types
D. Support Processes
NEW QUESTION: 57
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
A. Knowledge articles can be created from Answers
B. External users can subscribe to Answers
C. Select best answers for questions.
D. Escalate a question to a case
E. Answers can be exposed to partner portal users
NEW QUESTION: 58
Business Users have requested that the salesforce administrator allow agents to view a list
of cases in the console while agents work through their cases. This will allow agents to
identify urgent cases that need to be worked on.
How should this be accomplished?
A. Build a customer visual force page with the list view and assign it to the console
sidebar.
B. Recommend opening the case list view in a separate browser tab and use the window
alongside the case view
C. Configure the case list under custom console components so users can view the list
view along with the case view
D. Enable the list to be pinned in the console. This allows users to view the list alongside
the case view in the console
NEW QUESTION: 59
Which three are characteristics of Visual Workflow? Choose 3 answers
A. Apex code must be used to pass data to legacy systems.
B. Elements can be used to pass data to legacy systems.
C. Elements can be used to update fields in the database.
D. Apex code must be used to update fields in the database.
E. Only one version of a flow can be activated at a time.
Answer: B,D,E (LEAVE A REPLY)
NEW QUESTION: 60
Universal Containers allows Agents to work remotely using a company -provided laptop,
but does NOT control the quality of their internet service. Agents must be able to use live
agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use
this functionality?
Choose 2 answers
A. Ensure each laptop has a modern browser installed.
B. Coach users on minimizing open console tabs.
C. Allow the user to log into Live Agent from multiple browsers.
D. Add additional components to the Lightning console.
NEW QUESTION: 61
Universal Containers analyzes key performance indicators (KPIs) and discovers that
customer satisfaction is decreasing. The company attributes the decrease in customer
satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
A. Align agent performance goals with KPIs
B. Hire additional support agents
C. Reduce the cost per call
D. Train support agents

Tests)
NEW QUESTION: 62
Universal Containers wants to offer its customers interactive chat as well as Case
processing. The same team of Service Representatives will be handling both types of
communication from customers. Which solution should a Consultant recommend to ensure
that Service Reps are only assigned an appropriate number of issues?
A. Omni Channel
B. Process Builder Assignment
C. Case Assignment Rules
D. Live Agent
NEW QUESTION: 63
When support agents are working on a case, the support manager at universal containers
wants the agents to see the case number, case subject, and case description in the case
highlights panel.
How can a Consultant implement the functionality with configuration?
A. Add these fields to the page layout and add the components to the highlights panel
B. Remove these fields from the page layout and add the components to the highlights
panel.
C. Remove these fields from the page layout and add the fields to the highlights panel
D. Add the fields to the page layout and add the fields to the highlights panel.
NEW QUESTION: 64
What is the capability of case feed?
A. Enable call control using the CTI case feed publisher.
B. Embed case feed functionality within a visual force page.
C. Add custom visual force pages to the case feed page layout.
D. Switch from case feed to standard detail pages using a console component
NEW QUESTION: 65
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. Fund customer approval on training materials
D. Verification that sample data has been loaded
NEW QUESTION: 66
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. Configure Macros
C. Console Keyboard Shortcuts
D. Multiple Monitors Components
NEW QUESTION: 67
Universal Containers wants to be able to assign cases based on the same criteria they use
for chat. Which feature should a consultant recommend?
A. Chat Queue-based routing
B. Omni-channel Queue-based routing
C. Case Skills-based Assignment Rules
D. Omni-channel Skills-based routing
NEW QUESTION: 68
A company has a requirement to keep all emails behind their firewall, they have 200
agents. What should they use?
A. Email to Case
B. Web to Case
C. On Demand Email to Case
D. Community
NEW QUESTION: 69
Universal Containers wants to create a process to verify that customers are eligible for
support before a case is creates. 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 within IVR menus
C. Ability to enforce service levels with the time-dependent processes
D. Ability to determine if a customer has escalated a case in the past
NEW QUESTION: 70
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
A. It is a server-based software program that controls the appearence and behavior of a
Salesforce SoftPhone
B. It does NOT require a software install for each call center user on a Windows-based
PC.
C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
D. It acts as an intermediary between telephony systems, the salesforce Call Center
application, and Salesforce user interface
E. Prebuilt CTI adapters for different telephony systems are available on the Force.com
AppExchange
Answer: C,D,E (LEAVE A REPLY)
NEW QUESTION: 71
Universal Containers support manager wants to share product-specific information with
their customer Communities. What should a consultant recommend to meet this
requirement? Choose 3 answers
A. Assign Article types to the Community
B. Enable Public Solutions
C. Configure Content Library permission
D. Enable Article deliveries
E. Publish Articles to external channels
Answer: A,B,E (LEAVE A REPLY)
NEW QUESTION: 72
Universal Containers wants to deploy the Service Cloud to its contact centers located
across North America, Europe, and Asia. The company wants standardized contact center
processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
A. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one
worldwide process and reporting.
B. Assign a global team of experienced agents and leaders to create a common design
template and report structure.
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 tandardization.
NEW QUESTION: 73
KCS (knowledge centered support) what is it? Choose 2 Answers
A. Process for creating and maintaining knowledge
B. Share knowledge with the business partners
C. Standard for managing customer support and delivery
D. Method for social media management
NEW QUESTION: 74
Universal Containers wants to implement best practices for its customer support teams
and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two
benefits can be expected from KCS adoption? Choose 2 answers
A. Reduced issue resolution time
B. A knowledge article life cycle that evolves based on usage and demand
C. Reduced first contact resolution
D. A knowledge article life cycle that is implemented correctly the first time and does not
need to change
NEW QUESTION: 75
Customer Support Agents are frustrated with how they interact with their current case
management solution and have asked for a more streamlined way to manage and view
cases.
Which solution will improve productivity and allow the Agents to quickly create and view
notes, log calls, update cases, and communicate with customers?
A. Configure the Case highlights panel
B. Configure Case Feed page layouts
C. Create Salesforce Classic Quick Action
D. Add a Visualforce page to the Case layout
NEW QUESTION: 76
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and
First Call Resolution KPI scores across their Customer Service, Technical Support, and
Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2
answers
A. Service Console Profile Assignments
B. Data Categories and Article Types
C. Service Console Knowledge Components
D. Data Categories and Article Actions

Tests)
NEW QUESTION: 77
Which of the following utilize the "Automated Case User" (Choose 3 answers):
A. When a case is created via Web-To-Case this user is listed in the case history
B. When a case is automatically assigned using assignment rules this user is listed in the
case history
C. When a case is escalated this user is listed in the case history
D. When a case is created via Email-To-Case this user is assigned as the case owner
E. When an email notification is triggered via workflow this user is listed in the case history
Answer: A,B,C (LEAVE A REPLY)
NEW QUESTION: 78
Universal Containers has created Permission Sets granting access to objects and fields in
one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
A. Publish a Managed Package
B. Use a Change Set
C. Manually re-create the Permission Sets
D. Create an Unmanaged Package
NEW QUESTION: 79
Universal Containers plans to migrate its existing knowledge base into Salesforce
Knowledge.
Which three statements must be considered?
Choose three answers
A. A separate .csv import file is uploaded for each article type
B. Attachments and .html files must be referenced in a corresponding .zip file
C. One .csv import file is uploaded for all article types
D. Each article must be associated to an article type
E. A separate .csv import file is uploaded for each data category
Answer: A,B,D (LEAVE A REPLY)
NEW QUESTION: 80
The Universal Containers Contact Center has Customer Support Agents who speak
Spanish and wants all cases where Spanish is the preferred language to be handled by
these agents in real time. Universal Containers allows customers to contact agents through
phone and chat.; Which solution should be implemented to support this?
A. Visual Workflow
B. Case Auto -Response Rules
C. Case Assignment Rules
D. Omni -Channel
NEW QUESTION: 81
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to
work Which two Omni-Channel features will assist in this routing and distribution? Choose
2 answers
A. Route to agents staffing the assigned overflow queues.
B. Route to agents with the most cases closed for that topic.
C. Route to agents with the least amount of active assigned work.
D. Route to agents with the most capacity to take on new work.
NEW QUESTION: 82
Which Lightning Service Console feature should be used to enable Service Reps to send
emails with attachments to customers based on the Case details?
A. Visual Workflow
B. Lightning Knowledge
C. Macros
D. Process Builder
NEW QUESTION: 83
Universal Containers 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 or closed. What should a consultant
recommend to meet these requirements? (Choose 2)
A. Escalation rules
B. Workflow rules
C. Auto-response rules
D. Case teams
NEW QUESTION: 84
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. Predictive dialer for outbound calls
C. Visibility into service entitlements
D. Mobile access to case information
NEW QUESTION: 85
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 be part of a case team
C. Users are not associated with a role in the hierarchy
D. Users can download and view content
NEW QUESTION: 86
Universal Containers is exploring ways to provide its customers with more self-service
options in its new Customer Community to reduce the number of interactions with their
contact center. Which two features should a Consultant consider implementing? Choose 2
answers
A. Enable web -to -case on their public website.
B. Use a community template to set up their customer community.
C. Add the Question action to Chatter in the community publisher.
D. Enable Live Agent in their community to chat with an agent.
NEW QUESTION: 87
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 related list load time
B. Contact view page load time
C. Contact report run time
D. Contact list view edit time
NEW QUESTION: 88
Which solution should a consultant recommend?
A. Implement a salesforce console for service and enable the knowledge sidebar on the
case page layout.
B. Universal containers recently rolled out a lightning knowledge implementation; however,
users are finding unreliable and unrelated knowledge articles displayed in the knowledge
one widget in the salesforce console.
C. Enable the knowledge sidebar setting in the case support settings.
D. Create a visualforce page called knowledge sidebar on the case page layout.
E. Enable the knowledge sidebar related list on the case page layout.
NEW QUESTION: 89
Universal containers has implemented salesforce knowledge and the service manager
wants to encourage agents to use knowledge base. Which metric should the service
manager monitor? (choose 1 answer)
A. Number of article votes
B. Number of customer ratings
C. Number of approved articles
D. Number of archived articles
NEW QUESTION: 90
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
A. Create a Chatter group and invite the customer to join with an external chatter user.
B. Create a Visualforce page on the customer community portal.
C. Set up communication channel layouts in the object manager to use Insert Article into
Social post.
D. Set up insert Article into Social post and enable the customer community portal.
NEW QUESTION: 91
Using Import Wizard, how many Asset records can you import at a time?
A. 5000
B. You cannot import Assets via Import Wizard
C. 100,000
D. 1000
E. 50,000

Tests)
NEW QUESTION: 92
Universal Containers has an upcoming maintenance window where read-only access will
be available. Which two actions will Universal Containers be able to perform during this
window? Choose 2 answers
A. Post report information on Chatter.
B. Review existing cases for an account.
C. Update case data for a customer.
D. Run and view Salesforce reports.
NEW QUESTION: 93
The Universal Containers sales team has been so successful in signing new customers
that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
A. Ask sales reps to respond to support Cases.
B. Limit Customers to 5 Cases per day.
C. Add more support phone lines.
D. Provide a self-help Customer Community.
NEW QUESTION: 94
An outsourced contact center is losing part-time agents to a nearby contact center that
promotes flexible scheduling. Which method can be used to improve agent retention?
Choose 2 answers:
A. Extend benefits to part-time agents
B. Allow shift trading between agents
C. Mix telephony interactions with email and chat
D. Provide additional training on tools and process
NEW QUESTION: 95
When designing a Case management solution to increase agent productivity, which
Service Cloud features should you consider first? Choose 2 answers.
A. Case dashboards
B. Case assignment rules
C. Case custom reports
D. Case queues
NEW QUESTION: 96
The support manager at universal containers has noticed an increase in average case age,
which is negatively impacting customer satisfaction. To research the situation, the support
manager wants to know the amount of time that cases have spent within each status
during their lifecycle.
Which reporting solution should a consultant recommend?
A. Create a report using the Case historical trending report type
B. Create a report using the Case age report type
C. Create a report using the Case snapshot report type
D. Create a report using the Case Lifecyle report type
NEW QUESTION: 97
Universal Containers' 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 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
A. Web-to-Case
B. Emall-to-Case
C. Customer Chatter groups
D. On-Demand Email-to-Case
NEW QUESTION: 98
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?
(choose 1 answer)
A. Use an assignment rule to assign new cases to the product manager
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 Chatter case feed and case teams to monitor cases
NEW QUESTION: 99
Universal Containers plans to migrate data into SFDC from a legacy system. Which step
should be taken before performing the migration of the data (Choose 2)?
A. Normalize database
B. Enable data validation rules
C. Develop data map
D. Perform data cleaning
NEW QUESTION: 100

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)
A. Set the publication status of the article tame to draft status
B. Create the data categories and set up the data category values.
C. Set up a zip file that contains the CSV, HTML, and image files.
D. Create the custom fields for the slide type
E. Set up the article actions and assign publishers to each action
NEW QUESTION: 101

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?
A. Force.com Sites with Knowledge and Email-to-Case
B. Visualforce and Self-Service Portal
C. Force.com Sites with Knowledge and Web-to-Case
D. Force.com Sites and High-Volume Customer Portal
NEW QUESTION: 102

Support engineer need to see a complete chronological list of field edit to a case,
associated emails, case comments, and field edit to related objects in a single view while
working on a case.
How should the requirement be met?
A. Create a custom Visualforce page
B. Create a custom related list on the case
C. Create a custom report
D. Create a custom view on the Case tab
NEW QUESTION: 103

Universal Containers (UC) is currently live with Sales Cloud and in the process of
implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud
implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?
A. Partial Copy Sandbox
B. Administrator Sandbox
C. Developer Pro Sandbox
D. Full Sandbox
NEW QUESTION: 104

A contact center manager wants to measure the impact of a new customer care program.
What can be used to measure an increase in customer satisfaction? Choose 2 answers.
A. First call resolution
B. Service level agreement
C. Average handle time
D. Customer satisfaction survey
NEW QUESTION: 105

Which solution can be used to improve call deflection?
A. Knowledge base
B. Web chat
C. Case routing
D. Assignment rules
E. Community forum
NEW QUESTION: 106

A consultant is working on a Service Cloud implementation with a fixed budget and
timeline. The analysis phase of the project has just been completed. Additional
requirements were discovered that will result in the project exceeding timeline and budget
constraints. What is the first step the consultant should take to address the issue?
A. Adjust the project scope to accommodate new requirements and continue with the
original project schedule
B. Add development resources to the project team to build out the additional requirements.
C. Adjust the dates in the project plan to account for the additional requirements and
communicate the new timeline.
D. Document the requirements gap and communicate development options to the project
team

Tests)
NEW QUESTION: 107

Which feature of Salesforce Knowledge can be leveraged to create a customer-facing
product information website? Choose 2 answers.
A. Publish articles to the Web using Salesforce Publisher.
B. Display articles in a public knowledge base.
C. Display articles in Salesforce Answers.
D. Display articles with HTML, images, and links.
NEW QUESTION: 108

A Service Consultant has been asked to design a solution for Service Reps to
communicate with customers via Twitter What should the Consultant recommend
implementing in the Lightning Service Console?
A. A Custom Component
B. The Case Feed
C. The Social Feed
D. A Twitter Macro
NEW QUESTION: 109

Universal Containers wants to allow customers to ability to submit cases and also to see a
dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
A. Customer Community
B. Lightning External Apps Starter
C. Customer Community Plus
D. High Volume Customer Portal
NEW QUESTION: 110

Universal Containers is training a new set of Service Reps. Part of the training includes
handling Live Agent chats from customers. However, it is important that contact center
managers monitor the chat sessions to ensure the Service Reps' responses are
professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
A. Add the Live Agent Component to the Utility bar.
B. Configure the SOS snap-in for the Lightning Service Console.
C. Configure Omni-Channel Supervisor tab and 3rd party access.
D. Configure Live Agent Supervisor tab and Whisper Messages.
NEW QUESTION: 111

An Inside Sales Contact Center Manager would like to assess the ROI of the Contact
Center. Which three metrics should the Manager use to assess the ROI? Choose 3
answers
A. Number of sales queues
B. Opportunities per channel
C. Average queue time per agent
D. Cost per call
E. Number of leads created
Answer: B,D,E (LEAVE A REPLY)
NEW QUESTION: 112

Universal containers is migrating from classic knowledge to lightning knowledge using the
lightning knowledge migration tool and noticed that none of the article file attachments
were migrated.
How can a consultant migrate the file attachments?
A. Upload the files as documents, then relate them to the migrated articles.
B. Use the files related list on each article to add files to your articles.
C. Use the lightning knowledge migration tool and choose "include files".
D. Post the files to the chatter feed on each article.
NEW QUESTION: 113

What should a Consultant recommend to ensure Live Agent chat requests contain enough
information for Reps to effectively respond?
A. Customize the Lightning Console chat page.
B. Customize the Pre-chat form.
C. Configure a Live Chat Validation Rule.
D. Configure Lightning Guided Engagement.
NEW QUESTION: 114

Universal Telco sells and supports a line of smart phones. The company offers support via
phone, email-to-case, web-to-case, and a customer portal. The call center manager is
incented to drive support through customer self-service. Which report should be included
on the manager's dashboard? Choose 3 answers
A. Escalated Calls
B. Cases by Support Channels
C. Number of Portal Logins per Day
D. Average Call Handle Time
E. Knowledge Article Usage
Answer: B,C,E (LEAVE A REPLY)
NEW QUESTION: 115

Using standard case management capabilities, what can be emailed to a customer as a
PDF attachment?
A. Contract details related to the entitlement
B. Articles appearing in the Knowledge sidebar
C. Knowledge articles attached to the case
D. Products and assets associated to the case
NEW QUESTION: 116

Universal Containers has defined a set of steps that each Case must go through, from
submission to closure. In addition, each step must be completed within a specific amount
of time.
What approach should a consultant recommend to meet these requirements?
A. Configure Case Escalation Rules.
B. Enable Omni-Channel Routing.
C. Use Process Builder with Scheduled Actions
D. Define Entitlement and Milestones.
NEW QUESTION: 117

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. Measure & reward agents based on the # of new articles submitted for approval
B. Create a dashboard for articles submitted by agents & approved for publication
C. Measure & reward agents based on the # of new articles approved for publication
D. Require agents to check a box on case when submitting a new suggested article
NEW QUESTION: 118

Which three features should a Consultant recommend to allow a customer to resolve
issues through self-service? Choose 3 answers
A. Chatter Answers
B. Live Agent
C. Customer Community
D. Knowledge Base
E. Web -to -Case
NEW QUESTION: 119

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. Automatic Call Distribution
B. Order Management System
C. Interactive Voice Response
D. Computer Telephony Integration
NEW QUESTION: 120

Universal Containers wants to implement a new web presence to support its customers. It
has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely 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 Employee Communities with Content.
B. Implement Customer Communities with Knowledge.
C. Implement Partner Communities with Knowledge.
D. Implement Customer Communities with Content.
NEW QUESTION: 121

Which task should be included in a business continuity plan for a contact center? Choose 3
answers.
A. Deliver training on case handling for contingent staff.
B. Disable the Interactive Voice Response (IVR) system.
C. Monitor service level agreements (SLAs) and notify customers.
D. Route cases to agents in an alternate center.
E. Update the case status field values.

Tests)
NEW QUESTION: 122

Universal Banking needs to provide a public knowledge base on its website. The company
has three product groups (Personal Banking, Mortgage, and CDs) and needs to display
information and address common questions about each product area. How should
Knowledge be configured? Choose 2 answers.
A. Create three data categories for each product area (Personal Banking, Mortgage, CD).
B. Create two article types to display information (Question/Answer, Product Info).
C. Create two data categories to display information (Question/Answer, Product Info).
D. Create three article types for each product area (Personal Banking, Mortgage, CD).

Tests)

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