Service Cloud Consultant Part 1

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management under service center cost?

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?

Universal Container wants to deploy the Service Cloud to its contact cents located across North America, Europe, and Asia. The company wants standardized contact center processes reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?

Universal Container recently deployed a Salesforce Knowledge Implementation, but is looking to evaluate the quality of the articles being produced. What should the consultant recommend to gather information on Knowledge article usefulness?

A service manager has just configured Chat at a company site. Now, the agent cannot see the Chat footer component in the console. Which configuration option should be verified?

The VP of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowlegebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement?

Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier 1 had progressed in troubleshooting?

Universal Containers recently implemented Service Cloud. The support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem?

To help Service Agents more accurately respond to Cases, Universal Containers wants a list of relevant Knowledge Articles displayed on the Case record page. How should a consultant configure this requirement?

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 Lightning Service Console to support this requirement?

Universal Containers wants to unify channels and manage agents workload with Omni-Channel routing. What required step should a consultant address before configuring Omni Channel?

Universal Containers 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?

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?

Milestones can be added to which three object types

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 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?

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?

Cloud Kicks 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 Agreements. Which feature should the consultant consider?

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge article to the customer. What should a consultant configure to satisfy this request?

Metric shows that Universal Containers ha a high call abandonment rate. Which two strategies should a consultant recommend?

Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?

Which search mechanism should be used to find case comments from within the Lightning Service Console?

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?

A contact center manager wants to measure improvement to operations after the implementation of new workforce management system. Which two metrics can be used to assess the success of the new workforce management system?

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers account with multiple Territories. What solution should a Consultant recommend?

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?

Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend?

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number and Text fields. Which three best practices should a consultant recommend?

Universal Containers has an active presence on Twitter and Facebook. Customers' request from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?

Universal Containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommend as part of the deployment?

Universal Containers wants to notify Support Managers when a new case has been untouched from more than two business days. Which approach should a consultant implement?

Field engineers often need access current inventory levels of products the customer has purchased while at customer site. Which solution a consultant recommend to meet this requirements?

A manager would like information on the knowledge base searches conducted by customers an call center agents. Which two metrics are useful for identifying knowledge article effectiveness?

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 mitigate these concerns?

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided with different service levels based on their Service agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages. Which Service Cloud feature should the consultant recommend to address this requirement?

Universal Containers wants to ensure that contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption?

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect a customer's interaction with a support agent while providing relevant answers to the customer. How can a consultant automate the use of suggested articles to accomplish this goal?

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 Service Representative transfers a Chat to another Representative. Which two things will happen?

Which three characteristics of Flow?

Universal Containers wants to schedule technicians for repair services when an agent is unable to solve customer's problem via call center. What functionality should a consultant recommend to satisfy the UC's need?

In which two areas can Open CTI features be made available to users when building a Lighting App using the App Manager?

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a consultant recommend to correct this problem?

The contact center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solution should a consultant recommend?

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Which two steps should be completed to meet this request?

Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support Managers are noticing that man agents are forgetting to perform this step. What should a consultant recommend to address this problem?

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?

A client's Support Call Center has seen an increase in call volume on a new product line. The agent are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?

Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?

How should a consultant provide Suggested Article functionality to Lightning Service Console users?

Universal Containers wants to import an external knowledge base to Lightning Knowledge using Knowledge Importer. How should this be implemented?

Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years needs to be migrated to Salesforce for go-live. Which approach should be used for data migration?

Universal Containers wants to allow customers the 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?

The contact center at Universal Containers offers support through phone, email, public website and an Experience Cloud Site. The contact manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management?

Universal Containers wants to let its customers interact in real-time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement?

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve and close the case. Which three Salesforce productivity features should be used to accomplish this requirement?

Which two capabilities of Lightning Knowledge ensure accurate content in Articles?

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for 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?

Service Representatives are complaining that the Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a consultant suggest to improve the efficiency of console users?

Universal Containers provides Customer Support for two separate business operations. The case managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers.

How can a Contact Center Manager see which Service Representatives have NOT accepted new cases recently using the Lightning Service Console?

What are three considerations when adding a report chart to a Console Component? Choose 3 answers

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce?

Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line. How should a consultant accomplish this?

Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system. Which two features should a consultant recommend to provide this functionality?

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents. Which two features should a consultant integrate into the Service Console?

Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval. What should a consultant recommend to automate the approval process?

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 agent's daily call volume, including related case and contact information. How should the consultant recommend the report be created?

What approach should a consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure the first-call resolution by call center location, agent, and calendar month. Which reporting solution should the consultant recommend?

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?

Universal Containers is implementing a customer community to provide self-service options to its B2C customers. Which two features should a consultant recommend?

The support management team at Universal Containers 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?

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production. Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production?

Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer logged. What feature should a consultant recommend to meet this requirement?

Universal Containers wants to reduce the amount of time 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 consultant suggest?

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

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?

What are three best practices that should be used when deploying Salesforce functionality to production?

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?

Universal Containers' agents need to be more productive when working cases. Agents want to send emails to customers prior to violating SLA based on three different SLA levels using macros. What two solutions can a Consultant suggest to meet the agent's requirements?