Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?
A. Reduced administrative overhead
B. Reduced need for self-service
C. Reduced issue resolution time
Explanation: Knowledge-Centered Support (KCS) focuses on integrating knowledge creation and maintenance into the problem-solving process. By adopting KCS, organizations can expect a reduction in issue resolution time as service agents have quicker access to solutions and knowledge articles, enabling faster responses to customer inquiries and issues.
Universal Containers (UC) has Excel files of customer data maintained by its service reps.
All of the service reps have worked with the same
customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?
A. Deduplicate the data before importing into Salesforce.
B. Import the records and create a Flow to change the data type.
C. Import the records and use Duplicate Management.
Explanation: The best practice to ensure clean data in Salesforce when importing customer data from Excel files is to deduplicate the data before the import process. This involves identifying and merging duplicate records, ensuring that only unique and accurate data is imported into Salesforce. This proactive step prevents data quality issues and maintains the integrity of the Salesforce database.
Universal Containers has decided to implement a Web-to-Case form on its website so
customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research
solutions.
What should the consultant do before creating an implementation plan?
A. Review Service Setup Assistant for Web-to-Case.
B. Review guidelines and limits for Web-to-Case.
C. Review Einstein Conversation Mining for Web-to-Case.
Explanation: Before creating an implementation plan for Web-to-Case, reviewing the guidelines and limits for this feature is essential. Understanding these constraints ensures that the implementation aligns with Salesforce's capabilities and limitations, facilitating a smooth and effective deployment of the Web-to-Case form.
Universal Containers has implemented a call-based response system. The call wait time
has become too long and customer service is being affected. Management would like to
find a way to reduce customers’ wait times and enable agents to handle more inquiries at a
time.
Which feature should a consultant recommend?
A. Case auto-response rule
B. OmniStudio
C. Salesforce Chat
Explanation: To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency.
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located
across North America, Europe, and
Asia. UC wants standardized reporting across worldwide contact centers’ key performance
indicators (KPIs).
Which approach should a consultant recommend in this scenario?
A. Assign a global team of experienced analysts to create a standard report template.
B. Ask leadership, management, and agents in all regions to vote on the standard report template.
C. Request that the VP of worldwide support design a standard report template to provide a clear vision,
Explanation: For Universal Containers to achieve standardized reporting across its worldwide contact centers, assembling a global team of experienced analysts to develop a standard report template is recommended. This approach ensures that the template reflects a comprehensive understanding of global KPIs, facilitating consistent performance measurement and comparison across all regions.
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy
to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and
Routing?
A. Data Import Wizard
B. Data Loader
C. Mass Transfer Records
Explanation: For deploying Service Resources, Skills, and Routing configurations from sandbox to production, using Data Loader is recommended. This tool allows for the bulk import, export, and update of data, making it suitable for transferring complex configurations related to Skills-Based Routing and associated records efficiently.
Universal Containers is training a new set of service agents. Part of the training includes
handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to
ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
A. Chat Supervisor tab and Whisper Messages
B. Incident Management tab and Whisper Messages
C. Omni-Channel Supervisor and Whisper Messages
Explanation: To enable contact center managers to monitor messaging sessions and provide guidance to service agents, configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup allows managers to oversee agent-customer interactions in real-time and offer discreet advice to agents during messaging sessions, ensuring professionalism and accuracy in responses.
Cloud Kicks customers need a method to create cases without a login. Managers are
concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?
A. On-Demand Email-to-Case Threading
B. Web-to-Case with Einstein Case Classification
C. Web-to-Case with reCAPTCHA enabled
Explanation: To enable case creation without login while preventing spam, using Web-to- Case with reCAPTCHA enabled is recommended. reCAPTCHA provides an additional layer of security by verifying that case submissions are made by humans, effectively reducing the likelihood of spam cases and maintaining the integrity of case data in Salesforce.
An organization has requested guidance on how to delete customers’ personal data when
they are no longer associated with the company to stay compliant with global data
protection and
privacy regulations.
Which solution should the consultant recommend to meet the requirement?
A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable
B. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.
C. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
Explanation: To comply with global data protection and privacy regulations, the consultant should recommend systematically searching for and removing all customer personal data from production and sandbox environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring compliance and safeguarding customer privacy.
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
Explanation: To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing Priority in Omni-Channel is recommended. This setting allows prioritization of high-priority work items, ensuring they are routed and addressed by agents promptly, in alignment with SLA commitments.
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