السؤال #1

What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

A. Evolving content-based product lifecycles

B. Creating content as a result of solving issues

C. Rewarding learning, collaboration, sharing and improving

D. Developing a knowledge base on the experience of an individual

عرض الإجابة

اجابة صحيحة: BC

السؤال #2

Which support channel requires the smallest amount of agent work time?

A. Web to case

B. Email to case

C. Web self service

D. Chat

عرض الإجابة

اجابة صحيحة: C

السؤال #3

Universal Containers wants to provide its customers with more support options.Which three should a Consultant recommend?Choose 3 answers

A. Create a Customer Community

B. Utilize KCS to manage Knowledge

C. Add Live Agent to public-facing sites

D. Configure Chatter for public access

E. Implement SOS for mobile experience

عرض الإجابة

اجابة صحيحة: BCE

السؤال #4

Universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.Which two strategies should a consultant recommend?

A. Dashboad folder sharing

B. Org wide default for cases set to private

C. Dynamic dashboards

D. Case Object permissions set to create and read

عرض الإجابة

اجابة صحيحة: BC

السؤال #5

Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.Which customer requirement would require the use of Email-to-Case?

A. Accepts email attachments larger than 10 MB

B. Accepts attachments from emails

C. Handles more the 10,000 emails a day

D. Requires the use of Transport Layout Security (TLS)

عرض الإجابة

اجابة صحيحة: A

السؤال #6

What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

A. Customize the lightning console that page

B. Configure a chat validation rule

C. Customize the pre-chat form

D. Configure lightning guided engagement

عرض الإجابة

اجابة صحيحة: C

السؤال #7

Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A. Create a report that display the # of articles searched during the past 2 months

B. Report displays # of articles associated to data categories during past 2 months

C. Report that displays # of cases with articles attached during the past 2 months

D. Report that displays # of new articles created during the past 2 months

عرض الإجابة

اجابة صحيحة: AC

السؤال #8

The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

A. Enable Chatter for agent collaboration

B. Create auto response templates for emails

C. Enable Knowledge in a Service Cloud portal

D. Enable Ideas in a Service Cloud portal

عرض الإجابة

اجابة صحيحة: BC

السؤال #9

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

عرض الإجابة

اجابة صحيحة: BD

السؤال #10

UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A. Track social sentiment across social media outlets

B. Improve the training provided to existing agents

C. Hire more agents for the contact centers

D. Configure entitlements and milestones to enforce SLAs

عرض الإجابة

اجابة صحيحة: BC

السؤال #11

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

A. Activate Knowledge One within the Salesforce Console for Service

B. Create a Knowledge Visualforce component on the case detail page

C. Activate Knowledge One on the case detail page

D. Create a Knowledge Visualforce component within the Salesforce Console for Service

عرض الإجابة

اجابة صحيحة: A

السؤال #12

An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center. Which three metrics should the Manager use to access 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 #13

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. Configure Omni-Channel Supervisor tab and 3rd party access

B. Configure Live Agent Supervisor tab and Whisper Messages

C. Add the Live Agent Component to the Utility bar

D. Configure the SOS snap-in for the Lightning Service Console

عرض الإجابة

اجابة صحيحة: B

السؤال #14

Which application will allow a client to enable Ideas on a public website?

A. Self-service portal

B. Customer portal

C. Partner portal

D. Sites

عرض الإجابة

اجابة صحيحة: D

السؤال #15

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.Which channel should a consultant recommend to meet these requirements?

A. Email-to-case

B. Social Customer Service

C. Chat

D. Web-to-case

عرض الإجابة

اجابة صحيحة: A

السؤال #16

Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly. Which two features should a Consultant recommend? Choose 2 answers

A. Configure LiveMessage

B. Activate quick test

C. Create quick actions

D. Deploy Pre-Chat form

عرض الإجابة

اجابة صحيحة: BD

السؤال #17

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 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

B. Create an auto-response 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 an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

عرض الإجابة

اجابة صحيحة: A

السؤال #18

Universal containers is implementing a customer community using the customer service template.One of the requirements is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement?

A. Define article types with sharing settings

B. Enable suggested articles in the community

C. Utilize topic tags for each product type

D. Set the visibility to the data categories

عرض الإجابة

اجابة صحيحة: C

السؤال #19

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. Add a Visualforce page to the Case layout

C. Create Salesforce Classic Quick Action

D. Configure Case Feed page layouts

عرض الإجابة

اجابة صحيحة: D

السؤال #20

Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

A. Enable the case survey object for the customer portal

B. Utilize an AppExchange package to handle customer surveys

C. Create a validation rule for case survey email templates

D. Modify the user interface settings for the case survey sidebar

عرض الإجابة

اجابة صحيحة: B

السؤال #21

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 report

B. Create a custom related list on the case

C. Create a custom view on the Case tab

D. Create a custom Visualforce page

عرض الإجابة

اجابة صحيحة: B

السؤال #22

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.Which two solutions should a consultant recommend?Choose 2 answers

A. Customer community

B. Knowledge base

C. Service cloud console

D. Automatic call distribution

عرض الإجابة

اجابة صحيحة: AB

السؤال #23

Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers

A. Customer Community

B. Web -to -Case

C. Live Agent

D. Knowledge Base

E. Chatter Answers

عرض الإجابة

اجابة صحيحة: ADE

السؤال #24

Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls? Choose 2 answers

A. On the left sidebar of Salesforce Classic

B. On a new tab in the agent's browser

C. On the footer of the Lightning Console

D. On the Highlights Panel of a Primary tab

عرض الإجابة

اجابة صحيحة: AC

السؤال #25

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. On-Demand Email-to-case

B. Standard email to case

C. Web to case forms

D. Omni channel routing

عرض الإجابة

اجابة صحيحة: A

السؤال #26

Which metric influences customer satisfaction? Choose 2 answers

A. After call work

B. Cost per call

C. First call resolution

D. Call quality

عرض الإجابة

اجابة صحيحة: CD

السؤال #27

Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

A. Hire contact center representatives that specialize in each of the product categories

B. Make contact center representatives accessible 24/7 to distribute the call volume

C. Redirect users from the company site to social media forums about the products

D. Make knowledge base articles and community answers accessible on its website

عرض الإجابة

اجابة صحيحة: D

السؤال #28

When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

A. Data Cleansing

B. Data Normalization

C. Activate data validation rules

D. Data mapping

عرض الإجابة

اجابة صحيحة: AD

السؤال #29

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. The Social Feed

B. A Twitter Macro

C. The Case Feed

D. A Custom Component

عرض الإجابة

اجابة صحيحة: C

السؤال #30

Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

A. Telephony

B. Order Fulfillment

C. Enterprise Resource Planning (ERP)

D. Marketing

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