Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?
A. omni Channel
B. Contact Request
C. Field Service
D. Mobile Connect
Explanation:
Field Service is a Salesforce product that enables companies to manage work orders, service appointments, service resources, and service territories. It also provides features such as scheduling optimization, mobile access, and offline support. Field Service is the recommended functionality for scheduling repair service when an agent is unable to solve the customer’s problem via the call center.
Verified References: Service Cloud Consultant Certification Guide & Tips, Field Service Overview
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality. What is the recommended method to meet the requirements?
A. Smart Links
B. Apex Trigger
C. Approval Process
D. Article Translation
Which advantage does Salesforce provide with the OpenCTI framework?
A. Developers can integrate with any telephony platform available with minimal need for customization.
B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
C. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
Explanation:
Salesforce's OpenCTI framework offers the significant advantage of cross-platform compatibility for telephony integration. This means that developers can create a telephony solution that works across various browsers and operating systems without needing to customize for each environment. This capability ensures that agents have a consistent telephony experience regardless of their chosen hardware or software, enhancing efficiency and reducing development overhead.
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.
A. Contracts and SLASs
B. Chatter Answers
C. Contacts
D. Cases
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center 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? Choose 2 answers
A. Number of cases closed by self-service users.
B. Average call handle time by team
C. Number of Knowledge articles created each month.
D. Number of cases created using Communities by month.
Explanation:
These two reports are useful for demonstrating the success of self-service initiatives, as they show how many customers are able to resolve their issues without contacting an agent, and how many customers are using the Community as a channel for support. These reports can indicate a reduction in case volume and an increase in customer satisfaction.
Verified References: [Salesforce Help: Self-Service Metrics] and [Salesforce Help: Community Reports]
Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers. Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
A. Case assignment rules
B. Omni-Channel
C. Case team
Explanation:
Omni-Channel is the recommended solution to ensure that service agents handling both interactive chat and case processing are only assigned an appropriate number of issues. Omni-Channel routing intelligently distributes work based on agent availability, capacity, and skillset, ensuring that agents are not overwhelmed with too many concurrent interactions. This system allows for the dynamic balancing of workloads across agents, promoting efficient handling of customer communications and ensuring that service quality is maintained across all channels.
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
A. On a utility bar of the Lightning App
B. On a record Highlights Panel
C. On a record Activity Feed list
D. On the Calendar right hand panel
Explanation:
Open CTI features can be made available to users when building a Lightning App using the App Manager by adding them on a utility bar of the Lightning App or on a record Activity Feed list. A utility bar is a fixed footer that displays utilities (such as Open CTI SoftPhone) as icons in a panel at the bottom of every page in an app. Users can access Open CTI features such as making calls, receiving calls, transferring calls, or logging calls from the utility bar. An Activity Feed list is a component that displays all the past and upcoming activities related to a record, such as tasks, events, emails, or calls. Users can access Open CTI features such as dialing a phone number or logging a call from the Activity Feed list.
Verified References: Service Cloud Consultant Certification Guide & Tips, Add Utilities to Your App’s Utility Bar, Add Activities to Your Lightning Pages
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower-priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline. Which setting should a consultant configure to meet the requirements?
A. Skills-Based Routing
B. Capacity Model
C. Secondary Routing Priority
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement?
A. Web-to-Case
B. Embedded Chat Service
C. Customer Community
D. Case Assignment Rules
Explanation:
Embedded Chat Service is a feature that allows customers to interact real-time with support agents from their computers and mobile devices. Embedded Chat Service can be added to any website or mobile app with a few lines of code. Customers can initiate a chat session by clicking on a chat button or widget, and agents can respond using the Service Console. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, chat transfer, file transfer, and chatbot integration.
Verified References: Service Cloud Consultant Certification Guide & Tips, Embedded Chat Service Overview
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
A. The report is shared with a Chatter Group.
B. The report contains a chart.
C. The report has a standard Report Type.
D. The report is a Summary or Matrix report.
E. The report chart is added to the Page Layout.
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