Cloud Kicks wants to offer its customers a more personalized, flexible service experience
beyond emails, phone calls, and chatbots.
What should the consultant recommend to meet this requirement?
A. Social media
B. Messaging apps
C. Salesforce Knowledge
Explanation: To offer a more personalized and flexible service experience, integrating messaging apps into the service strategy is recommended. Messaging apps allow for asynchronous, convenient communication that can enhance customer engagement and satisfaction by catering to their preferences for quick, informal interactions.
Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard
its global support team. UC is gathering feedback from
the support team about how they will use Service Cloud. Requirements gathering sessions
have resulted in a large set of deliverables.
What should a consultant recommend as the next step?
A. Identify and prioritize the requirements for the minimum viable product.
B. Prioritize the requirements based on the stakeholder who submitted them.
C. Prioritize the requirements based on requests from the regions.
Explanation: Identifying and prioritizing the requirements for a minimum viable product
(MVP) allows for a focused and phased approach to the Service Cloud implementation.
This strategy ensures that the most critical functionalities are developed and deployed first,
providing immediate value while allowing for iterative enhancements based on feedback
and additional requirements.
The call center manager at Universal Containers wants to generate daily reports to monitor
agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report
type?
A. Agent Detail
B. Agent Work
C. Assigned Work
Explanation: To monitor agent productivity trends, creating a new report type based on the "Agent Work" object is recommended. This object captures detailed information about the work assigned to and completed by agents, enabling the generation of daily reports that provide insights into productivity trends and areas for improvement.
Service agents have reported that the Lightning Service Console is too crowded which
makes it difficult to find the information they need. After reviewing the agents’ console use,
a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency
for console users?
A. Train on keyboard shortcuts.
B. Prepare macros.
C. Create multiple console layouts.
Explanation: Given that all features in the Lightning Service Console are required but users find it too crowded, creating multiple console layouts tailored to different user roles or tasks is recommended. This allows for the customization of the console's interface to display only the most relevant information and tools for each specific use case, improving efficiency and usability for console users.
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?
A. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
B. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy
C. An organization-wide default of Public Read/Write on the Case object
Explanation: To ensure customers can access only their cases, including those created on their behalf, configuring a sharing set in the Experience Cloud site is recommended. This grants site users access to case records associated with their contact, ensuring secure and appropriate visibility in line with the requirement.
Universal Containers wants to automate the process of case creation. While conducting a
business process review, the consultant learned that customers sometimes upload digital
pictures of
the problem.
Following best practices, which solution should a consultant recommend?
A. Email-to-Case
B. AppExchange package
C. Web-to-Case
Explanation: For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times.
The support management team at Universal Containers has noticed an increase in wait
times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?
A. Set up analytical snapshots to capture key case Information and create historical trending reports.
B. Create reports to analyze data in order to understand peak times and ensure adequate.
C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.
Explanation: To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times.
Universal Containers (UC) has a policy that requires all email traffic to remain within its
firewall. UC receives up to 2,000 cases per day, some of which include large email
attachments from
customers.
When implementing Salesforce in this scenario, which solution should a consultant
recommend?
A. Email-to-Case
B. deg -Demand Email-to-Case
C. Email relay
Explanation: For Universal Containers, which requires all email traffic to remain within its firewall and handles a high volume of cases with attachments, Email-to-Case is the recommended solution. Email-to-Case allows emails to be converted into cases within Salesforce while keeping email data secure within the company's firewall, accommodating the need for security and efficiency in handling customer cases.
To help service agents more accurately respond to a new case, Universal Containers
wants a list of relevant Knowledge articles
displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge tab to the Service Console.
B. Add the Knowledge component to the Case record page.
C. Add the Knowledge related list to the Case record page.
Explanation: To assist service agents in finding relevant Knowledge articles for new cases, adding the Knowledge component to the Case record page in the Lightning Service Console is recommended. This component dynamically suggests articles based on case details, aiding agents in providing accurate and efficient responses.
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support
experience. CK Ants to allow asynchronous conversations, conversations across devices,
and
Estimated Wait Time transparency. CK currently uses an external website to deliver its chat
support
offering.
What should a consultant recommend to provide these newer capabilities?
A. Einstein Bots
B. Messaging for Web
C. AppExchange package
Explanation: To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
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