السؤال #1

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 and approved for publication

C. Measure and reward agents based on the # of new articles submitted for approval

D. Measure and reward agents based on the # of new articles approved for publication

عرض الإجابة

اجابة صحيحة: BC

السؤال #2

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. Limit Customers to 5 Cases per day

B. Provide a self - help Customer Community

C. Add more support phone lines

D. Ask sales reps to respond to support Cases

عرض الإجابة

اجابة صحيحة: B

السؤال #3

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?

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

B. Assign article managers to publication teams and specific article actions 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 publication states to each team

عرض الإجابة

اجابة صحيحة: A

السؤال #4

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

عرض الإجابة

اجابة صحيحة: C

السؤال #5

Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

A. Route cases to agents in an alternate center

B. Disable the Interactive Voice Response (IVR) system

C. Deliver training on case handling for contingent staff

D. Update the case status field values

E. Monitor service level agreements (SLAs) and notify customers

عرض الإجابة

اجابة صحيحة: ACE

السؤال #6

Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: ?Customer order history ?Level of contracted support ?List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

A. An enterprise resource planning system

B. A knowledge management system

C. A workforce management system

D. A third -party mobile application platform

عرض الإجابة

اجابة صحيحة: A

السؤال #7

Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze? Choose 2 answers

A. High priority cases opened by account month-to-date

B. Time spent by account year-to-date

C. Escalated cases by account month-to-date

D. New cases opened by account channel

عرض الإجابة

اجابة صحيحة: AC

السؤال #8

Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

A. On-demand email to case

B. On-demand email to case with sites

C. Email to case with web to case

D. Email to care with Site

عرض الإجابة

اجابة صحيحة: C

السؤال #9

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. Number of Portal Logins per Day

B. Knowledge Article Usage

C. Average Call Handle Time

D. Cases by Support Channels

E. Escalated Calls

عرض الإجابة

اجابة صحيحة: ABD

السؤال #10

Universal Containers (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 frequently project updates for check-ins and refinement.Which methodology should the Consultant recommend given the requirements?

A. Force

B. Agile

C. Kanban

D. Waterfall

عرض الإجابة

اجابة صحيحة: B

السؤال #11

Milestones can be added to which three Object types? Choose 3 answers

A. Entitlement

B. Work Order

C. Service

D. Case

E. Account

عرض الإجابة

اجابة صحيحة: ABD

السؤال #12

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. Average Handle Time

C. Service-Level Agreements

D. Time to Answer

عرض الإجابة

اجابة صحيحة: AB

السؤال #13

What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

A. First contact resolution rate

B. Number of total cases handled

C. Total number of solutions created by agent

D. Average number of knowledge articles published

عرض الإجابة

اجابة صحيحة: AB

السؤال #14

UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

A. Number of outbound calls per day

B. Number of closed cases

C. Number of lead referrals

D. Number of attempts to contact

عرض الإجابة

اجابة صحيحة: AD

السؤال #15

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines. CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.What is the recommended solution to meet the requirements?

A. Knowledge One with Article Recommendations

B. Experience Cloud with self-support

C. Omni-Channel with Skills-Based Routing

D. Live Agent and Live Message

عرض الإجابة

اجابة صحيحة: C

السؤال #16

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 Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

A. Have agents manually create Users when Community access is requested by Customers

B. Have agents provide Customers with Community registration instructions when working a case

C. Identify active Customers and send them registration instructions via email

D. Send email notifications to all Customers to join the Community

عرض الإجابة

اجابة صحيحة: BC

السؤال #17

Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

A. Custom Visual force page

B. Customer view of case tab

C. Custom related list

D. Custom report

عرض الإجابة

اجابة صحيحة: A

السؤال #18

Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.Which approach should a Consultant implement?

A. Lightning Component

B. Contact Request flow

C. Direct Messaging

D. Case queues

عرض الإجابة

اجابة صحيحة: B

السؤال #19

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.What should the consultant recommend to meet the requirements?

A. Allow Comments on Knowledge articles

B. Implement Case Assignment Rules

C. Enable Chat in an Experience Cloud site

D. Create a self-service Help Center

عرض الإجابة

اجابة صحيحة: D

السؤال #20

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

عرض الإجابة

اجابة صحيحة: BC

السؤال #21

Which configuration item must be created when implementing Lightning Knowledge?

A. Record Types

B. File Types

C. Attachment Types

D. Article Types

عرض الإجابة

اجابة صحيحة: A

السؤال #22

Why would customer upgrade from self-service to customer portal? (Choose 3)

A. Access to custom objects

B. Branded site

C. Simpler and easier to configure

D. Better reporting

عرض الإجابة

اجابة صحيحة: ABD

السؤال #23

Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.What is the recommended method to meet the requirement?

A. Article Translation

B. Data Category Groups

C. Chatter Answers

D. Data Category Visibility

عرض الإجابة

اجابة صحيحة: D

السؤال #24

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?

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

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

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

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

عرض الإجابة

اجابة صحيحة: D

السؤال #25

Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

A. Contacts

B. Products

C. Service contracts

D. Case history

عرض الإجابة

اجابة صحيحة: AC

السؤال #26

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 Dashboard for each Region

B. Create a single Dashboard with a Region filter

C. Create a Dashboard for each Case Team

D. Create a single Dashboard with a Case Team filter

عرض الإجابة

اجابة صحيحة: B

السؤال #27

What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

A. First contact resolution rate

B. Number of total cases handled

C. Total number of solutions created by agent

D. Average number of knowledge articles published

عرض الإجابة

اجابة صحيحة: AB

السؤال #28

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

A. Account tabs and Cases tab

B. Case tabs with Account subtabs

C. Account tab with Cases related list

D. Account tabs with Case Subtabs

عرض الإجابة

اجابة صحيحة: C

السؤال #29

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

عرض الإجابة

اجابة صحيحة: AB

السؤال #30

Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.What should a consultant recommend as a solution?

A. Set up quick text options in the utility bar to add article links

B. Configure Lightning Knowledge component and related list actions

C. Configure Lightning Knowledge component to auto attach article PDF

عرض الإجابة

اجابة صحيحة: B

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اجتياز اختبار الممارسة Cisco وPMP وCISA وCISM وAWS بنسبة 100% للبيع! احصل الان

View The Updated Salesforce Exam Questions

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اجتياز اختبار الممارسة Cisco وPMP وCISA وCISM وAWS بنسبة 100% للبيع!
احصل الان