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NEW QUESTION 158
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Partner Community
- B. Employee Community
- C. Customer Community
- D. Reseller Community
Answer: A
NEW QUESTION 159
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A. Upload the data into Salesforce and then run data cleansing tools.
- B. Use the Salesforce import wizard to load and cleanse the data.
- C. Use the Salesforce data loader to load and cleanse the data.
- D. Cleanse the data outside of Satesfbrce and then migrate the data.
Answer: D
NEW QUESTION 160
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?
- A. Add the entitlement related list to account page layouts.
- B. Add a Validation Rule that ensures each Account has an entitlement.
- C. Add a Validation Rule that ensures each Case has an entitlement.
- D. Add the entitlement lookup field to case page layouts.
Answer: A
NEW QUESTION 161
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
- A. Is available for users in the partner portal
- B. Displays records and their related items as tabs on one screen
- C. Allows Chatter Messenger to be used between agents
- D. Indicates when records and lists are changed by others
Answer: B,C
NEW QUESTION 162
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. Enable Ideas in a Service Cloud portal.
- C. Create auto response templates for emails.
- D. Enable Knowledge in a Service Cloud portal.
Answer: C,D
NEW QUESTION 163
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Telemarketing center
- B. Human Resources (HR) help desk
- C. Telesales center
- D. Information Technology (IT) help desk
Answer: D
NEW QUESTION 164
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Lightning Console chat page.
- B. Customize the Pre-chat form.
- C. Configure Lightning Guided Engagement.
- D. Configure a Live Chat Validation Rule.
Answer: B
NEW QUESTION 165
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Knowledge articles created by call center agents.
- B. Number of knowledge articles in each data category.
- C. Knowledge search query with no results.
- D. Knowledge articles with the lowest rating.
Answer: C,D
NEW QUESTION 166
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Escalation rules
- B. Case teams
- C. Auto-response rules
- D. Workflow rules
Answer: B,D
NEW QUESTION 167
Universal Containers 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. Create a group of super users that will evaluate and manage articles.
- B. Contact Salesforce to send a report on article efficacy.
- C. Send out a monthly survey to customers requesting feedback.
- D. Install Knowledge Base Dashboards and Reports AppExchange package.
Answer: D
NEW QUESTION 168
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Lightning Process Builder
- B. Path for Cases
- C. Interaction Log
- D. Lightning Row for Service
Answer: C,D
NEW QUESTION 169
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 day
Which solution should a consultant recommend to meet these requirements?
- A. Web-to-Case
- B. Customer Chatter groups
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: C
NEW QUESTION 170
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove date boundaries from filter criteria.
- B. Remove unnecessary columns from the reports.
- C. Remove formula fields from filter criteria.
- D. Remove dashboards based on long-running reports.
Answer: C
NEW QUESTION 171
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- C. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: B
NEW QUESTION 172
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? Choose 3 answers
- A. Create a softphone layout and assign to user profiles.
- B. Assign the correct Salesforce users to the Call Center.
- C. Install an adapter from AppExdiange to work with third-party CTI systems.
- D. Assign the Salesforce CTI license to Salesforce users.
- E. Enable Live Agent in their community to chat with an agent.
Answer: A,B,C
NEW QUESTION 173
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