السؤال #1

Universal Containers had tech support and general customer teams that use unique service console applications.Which two configuration should a consultant use when deploying the console?

A. Assign user to public group with access to the service console app

B. Assign users a permission with access to the service console app

C. Assign users a sharing rule with access to the service console app

D. Assign users a profile with access to the service console app

عرض الإجابة

اجابة صحيحة: BD

السؤال #2

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. Reduce the cost per call

B. Train support agents

C. Align agent performance goals with KPIs

D. Hire additional support agents

عرض الإجابة

اجابة صحيحة: BC

السؤال #3

Which case submission process leverages Apex email services?

A. Web-to-Case

B. Email-to-Case

C. On-demand Email-to-Case

D. Case submitted using chat

عرض الإجابة

اجابة صحيحة: C

السؤال #4

Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service. What should the consultant recommend?

A. Have customers search the Knowledge base for solutions

B. Provide a toll-free customer support phone number

C. Create an Experience Cloud site for customers

عرض الإجابة

اجابة صحيحة: C

السؤال #5

Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

A. Assign users to a Permission Set granting the Service User license

B. Assign users to a Permission Set with access to the service console app

C. Assign users the Service User license on their User record

D. Assign users to a Public Group with access to the service console app

عرض الإجابة

اجابة صحيحة: BC

السؤال #6

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. Configure Macros

B. Multiple Monitors Components

C. Collapsible Sidebar Components

D. Console Keyboard Shortcuts

عرض الإجابة

اجابة صحيحة: A

السؤال #7

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.How should a consultant correct this problem?

A. Grant Authors access to the FAQ record type

B. Add Authors to the FAQ Data Category

C. Grant Authors access to the FAQ article type

D. Set Article Org Wide Default to Public ReadWrite

عرض الإجابة

اجابة صحيحة: A

السؤال #8

Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

A. Milestones

B. Assets

C. Service contracts

D. Cases

عرض الإجابة

اجابة صحيحة: C

السؤال #9

Universal Containers, a new Salesforce customer, needs its millions of consumers to have public accessto 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

B. Visualforce and Self-Service Portal

C. Force

D. Force

عرض الإجابة

اجابة صحيحة: D

السؤال #10

Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose 2 answers

A. Data Category to assign an Article Type to a Reviewer

B. Validation Rules for Article Types to verify all fields during creation

C. Knowledge Action to Publish an Article once the Article is approved

D. Approval Process that assigns an Article to a Reviewer Queue

عرض الإجابة

اجابة صحيحة: AB

السؤال #11

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)

A. First call resolution

B. Average handle time

C. Upsell percentage

D. Customer retention

عرض الإجابة

اجابة صحيحة: AB

السؤال #12

For which purpose should a contact center use visual workflow?

A. To escalate a case to the support manager if it has been open for more than 72 hours

B. To automatically assign cases to a specific queue based on the customer support level

C. To assign follow-up tasks to an agent one week after a case is closed

D. To automate business processes for agents who troubleshoot customer support issues via phone

عرض الإجابة

اجابة صحيحة: D

السؤال #13

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 #14

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 #15

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. Knowledge Base

B. Customer Community

C. Automatic Call Distribution

D. Service Cloud Console

عرض الإجابة

اجابة صحيحة: AB

السؤال #16

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 #17

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs). Which two approaches can be used to accomplish this goal? Choose 2 answers

A. Representing metrics such as first-response and resolution time on cases

B. Monitoring the case escalation rule queue to confirm service levels are met

C. Identifying the customer contact associated with a particular stage of a service contract

D. Displaying whether a case response complies with a customer's service level agreement

عرض الإجابة

اجابة صحيحة: AD

السؤال #18

What statement is true about the Salesforce Knowledge article lifecycle?

A. Approval process CANNOT allow publishing of articles that have specific validation statuses

B. Article permission sets allow agents to participate in the article publishing process

C. Articles CANNOT be published until they are reviewed and validated by a qualified author

D. Knowledge uses public groups as a way to assign users to specific tasks related to articles

عرض الإجابة

اجابة صحيحة: B

السؤال #19

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. CKwould like to provide support through multiple channels. CK wants to ensure a consistent customer experience.Which solution should the consultant recommend to meet the requirements?

A. Omni Channel with Queue-Based Routing

B. Omni-Channel with Capacity-Based Routing

C. Omni-Channel with Einstein Case Routing

عرض الإجابة

اجابة صحيحة: C

السؤال #20

UC's 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 20MB per inquiry Over 10,000 inquiries per dayWhich solution should a consultant recommend to meet these requirements?

A. Email-to-Case

B. Web-to-Case

C. On-Demand Email-to-Case

D. Customer Chatter groups

عرض الإجابة

اجابة صحيحة: C

السؤال #21

Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

A. Salesforce Knowledgebase

B. Chatter Groups

C. Field Service Lightning

D. Service Cloud SOS

عرض الإجابة

اجابة صحيحة: CD

السؤال #22

Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.How should the console be configured to satisfy this requirement?

A. Configure both customer information and product related information under console components in the case page layout

B. Train users to scroll through the case page layout to look for product related information or customer-related information based on case type

C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information

D. Configure two consoles for agents: one for product related cases and for other cases

عرض الإجابة

اجابة صحيحة: C

السؤال #23

What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?

A. It should be deployed with Experience Builder

B. It is incompatible with Einstein Bots

C. It should be routed via Omni-Channel,

عرض الإجابة

اجابة صحيحة: C

السؤال #24

How is the hash mark (e.g., #salesforce) used in chatter?

A. Ties the Chatter message to a topic

B. Indicates a clickable URL hyperlink

C. Indicates the name of a group in which to place the Chatter message

D. Links the Chatter message to Twitter

عرض الإجابة

اجابة صحيحة: A

السؤال #25

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. Mobile access to case information

C. Visibility into service entitlements

D. Predictive dialer for outbound calls

عرض الإجابة

اجابة صحيحة: BC

السؤال #26

[Contact Center Analytics]A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that willassist in strategic decision-making.Which type of report should the consultant include to meet the requirement?

A. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

B. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel

C. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

عرض الإجابة

اجابة صحيحة: A

السؤال #27

For which purpose should a contact center use visual workflow?

A. To automatically assign cases to a specific queue based on the customer support level

B. To escalate a case to the support manager if it has been open for more than 72 hours

C. To automate business processes for agents who troubleshoot customer support issues via phone

D. To assign follow-up tasks to an agent one week after a case is closed

عرض الإجابة

اجابة صحيحة: C

السؤال #28

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 #29

Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer.Which two features should the consultant suggest? Choose 2 answers

A. Standard Email-to-case

B. On-Demand Email-to-Case

C. Apex Email Service

D. Web-to-Case forms

عرض الإجابة

اجابة صحيحة: AB

السؤال #30

Universal Container wants to measure the efficient of its Contact Center.Which three metrics should the contact center manager analyze?

A. Number of Closed cases on first call

B. Average Number of days to close cases

C. Number of open cases per day

D. Number of cases escalated

E. Number of new customers added

عرض الإجابة

اجابة صحيحة: BCD

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View The Updated Salesforce Exam Questions

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