Universal Containers’ leadership wants to reduce the level of effort required to get the right
people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?
A. Create queues with support agents and use assignment rules.
B. Predefine case teams and use assignment rules.
C. Configure Web-to-Case and use assignment rules,
Explanation: To efficiently distribute cases and get the right people involved for quicker resolution, creating queues that group support agents by expertise or function and utilizing assignment rules to automatically route cases to the appropriate queues is recommended. This approach streamlines case distribution, ensuring cases are handled by agents best equipped to resolve them promptly.
Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS
messages to customers. Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?
A. SMS Long Code
B. SMS Enhanced
C. SMS Short Code
Explanation: For sending SMS messages between 175 and 255 characters, using SMS Long Code is recommended. Long Codes are standard telephone numbers used for longer text message communications, suitable for more detailed SMS interactions with customers while providing a more personalized experience.
Universal Containers has implemented Service Cloud. The company needs key
performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support
center costs?
A. All Cases by Customer
B. All Open Cases by Priority
C. Case Resolution Time
Explanation: Case Resolution Time is a critical KPI for understanding support center costs. It measures the average time taken to resolve customer cases, directly impacting labor costs and resource allocation. By monitoring and optimizing Case Resolution Time, executive management can identify efficiency improvements, manage staffing requirements more effectively, and ultimately reduce the cost of operating the customer support center.
Universal Containers (UC) is configuring a self-service page for customers to find
Knowledge
articles and create cases. UC has recently requested that an Einstein Bot be placed on the
page, but
wants to ensure that the bot only directs cases to live agents during normal business hours
and
observes holidays.
How should a consultant meet this requirement?
A. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business
B. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.
C. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
Explanation: To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations.
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center.
CK
wants an easy way for service agents to create new articles when closing a case. The new
article
should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?
A. Develop a globally-shared macro to create a new article.
B. Use a trigger to automatically create a new article.
C. Create a Quick Action to map case fields to a new article
Explanation: To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of capturing case resolutions as reusable knowledge, making it easily accessible for other agents and enhancing the overall efficiency of the service center.
Universal Containers wants to reduce the amount of time support agents spend creating
cases. Case creation must scale up to 5,000 new cases per day and allow file attachments
under 10 MB by the customer.
Which feature should the consultant suggest?
A. Web-to-Case
B. On-Demand Email-to-Case
C. Email-to-Case
Explanation: For handling up to 5,000 new cases per day with the capability for customers to attach files under 10 MB, Web-to-Case is the recommended feature. This allows customers to submit cases directly through a web form, including file attachments, efficiently scaling case creation capabilities while reducing the workload on support agents.
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles
from another knowledge base. The current knowledge base includes how-to guides written
in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?
A. Change the HTML format first to support subfields.
B. Create an HTML file for each rich text area field.
C. Modify the import parameters to specify HTML encoding.
Explanation: For importing how-to guides written in HTML into Salesforce Knowledge, creating an HTML file for each rich text area field in the Knowledge article format is recommended. This method ensures that the HTML content is properly mapped and displayed within Salesforce Knowledge articles, preserving the formatting and structure of the original guides.
Universal Containers wants to notify support managers when a new case has been
untouched for more than 2 business hours.
Which approach should a consultant implement?
A. Establish Case Assignment rules.
B. Create a Flow with a scheduled path.
C. Configure Case Escalation rules.
Explanation: Case Escalation Rules can be configured to escalate cases that have not been touched within a specified timeframe, such as 2 business hours. This ensures that support managers are notified when a case remains untouched beyond the set threshold, allowing for timely intervention and improved case management.
The support team at Cloud Kicks would like to implement a messaging tool to address
common customer feedback and concerns. The support team also wants to extend their
support capabilities.
What should the consultant recommend to meet the requirement?
A. Slack Connect
B. Service GPT
C. Einstein Bots
Explanation: Einstein Bots should be recommended to address common customer feedback and concerns while extending support capabilities. Einstein Bots are part of Salesforce's Service Cloud and can be programmed to handle routine customer inquiries, freeing up agents to focus on more complex issues. These bots can be integrated into various messaging platforms, providing a scalable and efficient way to improve customer service and satisfaction.
Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve
the expertise of its agents. The pilot focused on creating articles for the most common
support topics. After the pilot, customer satisfaction has improved and average call time
has decreased. To continue improving support key performance indicators (KPIs), CK
wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?
A. Allow agents to create and publish articles independently.
B. Use the Search Activity Gaps dashboard component.
C. Detach articles from cases to reset statistics.
Explanation: To continue improving support KPIs after implementing Knowledge-Centered
Support (KCS), utilizing the Search Activity Gaps dashboard component is recommended.
This tool helps identify topics for which customers are searching but not finding satisfactory
answers, guiding CK's efforts in creating new or updating existing articles to address these gaps and further enhance customer satisfaction and support efficiency.
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