Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
A. Upcoming Milestones for the Case's Entitlement
B. Internal Chatter posts about the Case
C. Knowledge articles suggested by Einstein
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days. Which approach should a consultant implement?
A. Define case auto-response rules.
B. Estabalish case assignment rules.
C. Use Flow Builder to create a flow with scheduled path.
D. Configure case escalation rules.
Explanation:
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case. Where can a support agent verify that a customer is allowed to receive support?
A. Milestones
B. Actions
C. Entitlements
Explanation:
In Salesforce Service Cloud, Entitlements serve as the mechanism to define and verify customer support eligibility. When a support agent creates a case, they can check the customer's associated entitlements to confirm whether they are eligible for support.
Entitlements outline the types of support a customer is entitled to, based on products purchased or service agreements, ensuring that support is provided in accordance with contractual obligations and service levels.
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?
A. Create a macro to send an email with the article to the customer.
B. Create a workflow email alert to send the article to the customer.
C. Create an auto-response rule to send the article to the customer.
D. Create a Lightning email template to send the article to the customer.
Explanation:
A Lightning email template is a type of email template that can be used to create and send emails from Salesforce. A Lightning email template can include merge fields, images, links, and other formatting options. A Lightning email template can also include a knowledge article as an attachment or a link. A consultant can configure a Lightning email template to send the article to the customer by selecting the Knowledge Article option in the template editor and choosing the article to include. The agent can then use the template to send an email with the article to the customer from the case record page or the Service Console.
Verified References: Service Cloud Consultant Certification Guide & Tips, Create Lightning Email Templates
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs, CK also wants interactive recommendations for every department during this process, Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?
A. Implement Flow Orchestration with Work Guides,
B. Implement a third-party app from AppExchange.
C. Implement Guidance for Success and Knowledge articles.
Explanation:
For Cloud Kicks (CK) to establish a comprehensive Incident Management, Swarming, and Change Management process that includes interactive recommendations for every department, implementing Flow Orchestration with Work Guides is advisable. Flow Orchestration enables the automation and management of complex business processes, guiding users through predefined paths that can adapt based on situational context. Work Guides provide step-by-step instructions and contextual recommendations, ensuring that each department follows best practices and maintains consistency in their approach to incident and change management. This solution supports CK's auditing and governance needs by providing a structured, traceable process that enhances operational efficiency and decision-making.
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet the requirements?
A. Lookup Filter
B. Auto-Add Milestones
C. Cross-Object Formula
D. Approval Process
Explanation:
A Lookup Filter is the recommended method to meet the requirement of preventing service agents from selecting entitlements that are not associated with the account assigned on the case. A Lookup Filter is a type of filter that restricts the values and records that are available in a lookup field based on criteria and conditions. A Lookup Filter can be used to limit the entitlements that are available in the Entitlement Name lookup field on the case page layout based on the Account Name field value. This way, service agents can only select entitlements that belong to the same account as the case.
Verified References: Service Cloud Consultant Certification Guide & Tips, Define Lookup Filters
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
A. DynamicDahsbaord by Call Center
B. Reporting Snapshots by call center
C. Report Subscriptions by call center
D. Case report grouped by call center
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal. Which solution should a consultant recommend?
A. Service Contracts
B. Milestones
C. Maintenance Plans
Explanation:
For Universal Containers (UC) to provide customers access to their agreed-upon response
times via the Experience Cloud portal, implementing Service Contracts is the most suitable solution. Service Contracts in Salesforce allow organizations to define and manage the agreements made with customers, including terms of service, entitlements, and response times. By integrating Service Contracts with the Experience Cloud portal, UC can ensure that customers have visibility into their specific service agreements, fostering transparency and setting clear expectations for service delivery.
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success. In which order would a consultant work through a high-level discussion and planning session with CK?
A. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
B. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
C. Gather organizational vision, map processes, plan for user feedback, and define metrics.
Explanation:
In a high-level discussion and planning session with Cloud Kicks (CK), the consultant should first gather the organizational vision to understand CK's long-term goals and how the service function aligns with these goals. Next, mapping processes is crucial to identify current workflows, pinpoint inefficiencies, and determine areas for improvement. Planning metrics follows, which involves defining key performance indicators (KPIs) to measure success and track progress towards achieving the organizational vision. Finally, planning for user feedback is essential to establish mechanisms for collecting and incorporating feedback from both agents and customers. This feedback will inform continuous improvement and ensure the service function evolves in line with changing needs and expectations.
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
A. Lighining Row Component
B. Lightning Guided Engagement
C. Service Console Macros
D. Path for Cases
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