Topic 1: Pool A
Universal Containers (UC) is updating theService Cloudconsole 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 mitigation these concerns?
A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
D. Configure the new app m developer org and use an unmanaged package to deploy to production.
UniversalContainers (UC) hired in an expansion of the contact center. Getting agents up to speedand 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. Interaction Log
C. Lightning Row for Service
D. Path for Cases
A manager has noticed an increase in average case age. This is negativelyimpacting 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?
A. Create a report using the case historical trending reporttype.
B. Create a report using the case snapshot report type.
C. Create a report using the case age report type.
D. Create a report using the case lifecycle report type.
Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
A. Contact Salesforce to send a report on article efficacy.
B. Send out a monthly survey to customers requesting feedback.
C. Install Knowledge Base Dashboards and Reports AppExchange package.
D. Create a group of super users that will evaluate and manage articles.
The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
A. Create a case queue forall created or updated cases.
B. Create a case report that displays all created or updated cases.
C. Create an email alert notification for Case Teams.
D. Create a case list view that is filtered by My Case Teams.
Universal containers is looking for ways to provide more proactive support and topromote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Whichtwo feature should the consultant recommend as part of the deployment?
A. Select two Twitter or Facebook accounts.
B. Create and assign permission sets to give agents social account access.
C. Retrieve Social Studio credentials.
D. Enable the Moderation feature to automatically create cases from posts.
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affectedby the number of contact records?
A. Contact list view edit time
B. Contact report run time
C. Contact view page load time
D. Contact related list load time
UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
A. Configure workflow rules for each data category
B. Configure article types for each kind of content
C. Define approval processes for eacharticle type
D. Define approval processes for each product
E. Configure data category values for each product
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
A. CTI Adapter configuration
B. Lightning Console enablement
C. Call Center Definition File creation
D. Service Console case creation configuration
As part of a new Salesforce Knowledge implementation, Universal Containers would like to
migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
A. Convert any articles containingHTML into plain text before importing because HTML is NOT supported in any article field types.
B. Verify that each article type has field level security on all fields set to read-only prior to import, in order toprevent any loss of data.
C. Ensure thateach existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport.
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