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السؤال #1
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? (Choose 3)
A. Customer Community
B. Live Agent
C. Knowledge Base
D. Chatter Answers
E. Web -to -Case
عرض الإجابة
اجابة صحيحة: ACD
السؤال #2
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload. Which Omni-Channel feature meets the requirements?
A. Use the most available routing model
B. Use Most Cases Closed report
C. Use the agents' Presence Status
عرض الإجابة
اجابة صحيحة: A
السؤال #3
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. Workforce management and customer satisfaction score
C. Average handling time and first call resolution time
D. Agent skill-based routing and predictive dialer
عرض الإجابة
اجابة صحيحة: A
السؤال #4
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.How should the consultant recommend the report be created?
A. Build a Summary report on Products and Activities
B. Set up a reporting snapshot of the case, contact and activity objects
C. Create a Custom Report type with activities as the primary object
D. Customize the My Teams Calls this week standard report
عرض الإجابة
اجابة صحيحة: D
السؤال #5
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?
A. Create user profiles or permission sets
B. Enable Chatter Messenger for the organization
C. Enable Live Agent for the organization
D. Create an iframe to display the chat window
عرض الإجابة
اجابة صحيحة: C
السؤال #6
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
A. Integration with Field service teams and apps
B. Strategies to maximize call deflection
C. Performance for high volume of interactions
D. Integration with Lead Generation team and apps
عرض الإجابة
اجابة صحيحة: CD
السؤال #7
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
A. Use auto response rule to send an email
B. Use escalation rule to send an email
C. Supervisors to investigate those cases
D. Identify those cases and assign to the closure team
عرض الإجابة
اجابة صحيحة: CD
السؤال #8
What is the capability of case feed?
A. Add custom visual force pages to the case feed page layout
B. Enable call control using the CTI case feed publisher
C. Embed case feed functionality within a visual force page
D. Switch from case feed to standard detail pages using a console component
عرض الإجابة
اجابة صحيحة: C
السؤال #9
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
A. Use entitlements to define a process and milestones
B. Use case teams to close
C. Use escalation rules
عرض الإجابة
اجابة صحيحة: A
السؤال #10
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. Remove Apex code references to the Article RecordType field
B. Configure the Visualforce page to use the Lightning Design System
C. Rename the Visualforce page to "Lightning Knowledge"
D. Remove Apex code references to the ArticleType field
عرض الإجابة
اجابة صحيحة: BC
السؤال #11
A Company sells two products, each with its own maintenance schedule.Which feature should a consultant recommend implementing to meet this requirement?
A. Lightning Service Console
B. An AppExchange Solution
C. Field Service Lightning
D. Customer Community
عرض الإجابة
اجابة صحيحة: C
السؤال #12
Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?
A. Train on keyboard shortcuts
B. Prepare macros
C. Create multiple console layouts
عرض الإجابة
اجابة صحيحة: C
السؤال #13
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?
A. Mass Email
B. Chatter Groups
C. Public Groups
D. Escalation Rules
عرض الإجابة
اجابة صحيحة: B
السؤال #14
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
A. Number of Chatter files attached to cases
B. Number of published article views
C. Number of articles associated to cases
D. Number of content packs attached to cases
E. Number of successful keyword searches
عرض الإجابة
اجابة صحيحة: ACE
السؤال #15
Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution. Which strategy should a consultant recommend?
A. Create a dashboard using Reporting Snapshots
B. Create a dashboard for each support manager
C. Create a Dynamic Dashboard
عرض الإجابة
اجابة صحيحة: C
السؤال #16
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production. Which deployment solution should a consultant use?
A. Change Sets
B. Mass Transfer Records
C. Data Loader
D. Manual configuration
عرض الإجابة
اجابة صحيحة: A
السؤال #17
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes. Following best practices, how should a consultant deploy these permission sets to production?
A. Use a change set
B. Re-create them manually
C. Use Salesforce Workbench
عرض الإجابة
اجابة صحيحة: A
السؤال #18
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 #19
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
A. Community
B. Email to Case
C. Web to Case
D. On Demand Email to Case
عرض الإجابة
اجابة صحيحة: B
السؤال #20
Universal containers 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?
A. Create an FAQ article type and configure the enable suggested articles option in support settings
B. Create an FAQ article type and enable the submit articles feature on the case close page layout
C. Define a data category called FAQ and assign category visibility to users in the contact centre role
D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed
عرض الإجابة
اجابة صحيحة: B
السؤال #21
A Global company requires public documents to be translated into multiple languages. Which implementation should the consultant recommend?
A. Lightning Knowledge
B. Classic Knowledge
C. Salesforce Content
D. Salesforce Files
عرض الإجابة
اجابة صحيحة: B
السؤال #22
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. Computer Telephony Integration
B. Interactive Voice Response
C. Automatic Call Distribution
D. Order Management System
عرض الإجابة
اجابة صحيحة: B
السؤال #23
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
A. Answers can be exposed to partner portal users
B. External users can subscribe to Answers
C. Escalate a question to a case
D. Knowledge articles can be created from Answers
E. Select best answers for questions
عرض الإجابة
اجابة صحيحة: CDE
السؤال #24
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
A. Create a custom list view for cases, contacts, and orders and pin them to the side bar
B. Enable the "Access Recent Items" user permission on the user profiles
C. Enable the "History" component within the Salesforce Console for Service
D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service
عرض الإجابة
اجابة صحيحة: C
السؤال #25
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
A. Case queues
B. Case custom reports
C. Case assignment rules
D. Case dashboards
عرض الإجابة
اجابة صحيحة: AC
السؤال #26
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. Record Types
B. Support Processes
C. Approval Processes
D. Support Types
عرض الإجابة
اجابة صحيحة: AB
السؤال #27
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
عرض الإجابة
اجابة صحيحة: A
السؤال #28
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. Average queue time per agent
B. Number of leads created
C. Opportunities per channel
D. Cost per call
E. Number of sales queues
عرض الإجابة
اجابة صحيحة: BCD
السؤال #29
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
A. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
B. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
D. Prebuilt CTI adapters for different telephony systems are available on the Force
E. It does NOT require a software install for each call center user on a Windows-based PC
عرض الإجابة
اجابة صحيحة: ACD
السؤال #30
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.Which three statements must be considered?Choose three answers
A. A separate
B. Attachments and
C. Each article must be associated to an article type
D. One
E. A separate
عرض الإجابة
اجابة صحيحة: BCE

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