Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implernent quick texts. Quick texts are unique to each product line. How should the administrator ensure support reps only have access to quick texts for their specific product line?
A. Set the organization-wide default to Private and create sharing rules to share with roles.
B. Create a folder for each product line and share them with the specific users.
C. Add a permission set for Read access to the appropriate product line.
D. Assign the quick texts to Data Categories with access to the appropriate profiles.
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement?
A. Define Case Auto-Response Rules.
B. Establish Case Assignment Rules.
C. Create a Process Builder with Scheduled Actions.
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
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company. What is the recommended solution to meet the requirements?
A. Experience Cloud with payment processing
B. Einstein Bots with check processing
C. Service Cloud Voice with Tele-pay
D.
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. How should a Consultant accomplish this?
A. Standard Email-to-Case with assignment rules
B. Lightning Email with web routing prioritization
C. Omni-Channel with prioritized queues
D. Standard Web-to-Case with assignment rules
A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve the efficiency of this operation. What is a recommended Service Cloud feature that improves the process?
A. Macros
B. Quick text
C. Global Quick Action
Explanation:
Macros in Service Cloud are a powerful feature designed to improve operational efficiency by automating repetitive tasks. In the context of a service center where agents perform the same steps when closing a case and sending a survey through email, Macros can significantly reduce the time spent per case. By recording a series of actions, such as updating case fields, sending templated emails, and marking cases as closed, Macros allow agents to execute these steps with a single click. This automation not only streamlines the process, saving valuable time with each case but also ensures consistency in how cases are closed and surveys are sent, enhancing the overall customer service experience.
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences. Which KPI could help explain the disparity?
A. Measure cases with and without articles attached with high net promoter scores (NPS).
B. Measure cases with and without articles attached with high CSAT scores.
C. Measure cases with and without articles attached based on case status.
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. Assigned Work
B. Agent Detail
C. Agent Work
Explanation:
The "Agent Work" object is pivotal for creating Omni-Channel reports focused on monitoring agent productivity trends. This object tracks work items assigned to agents, including cases, chats, and other work types routed through Omni-Channel. By using the "Agent Work" object as the basis for a report, a consultant can analyze various metrics such as work item type, duration, status, and outcome, providing insights into individual and team performance. This information is essential for call center managers to identify productivity trends, make informed decisions to optimize workflows, and enhance overall service delivery.
Cloud Kicks' development team must manage multiple projects that compete for limited resources, The team needs to change directions often and start urgent work quickly. Which step should a consultant recommend completing before beginning the build phase?
A. Design
B. Enablement
C. Test
Explanation: Before beginning the build phase, especially in environments where projects are numerous and resources are limited, the design phase is crucial. This phase involves planning, creating mock-ups, and defining the project's scope and requirements. It sets a clear direction and ensures that all stakeholders have a shared understanding of the project's goals and how they will be achieved, thereby streamlining the development process and reducing the need for significant changes during the build phase.
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
A. Create separate data category groups for each division and assign the category to a division profile.
B. Create a sharing rule for each division to provide access using the role hierarchy.
C. Create a sharing rule for each division to provide access based on criteria of the article.
D. Create a single data category group for each division and provide access using the role hierarchy.
Explanation:
Data categories are a way to classify and organize your knowledge articles based on criteria such as products, topics, or audiences. You can create data category groups to define the top-level categories for your articles, and then create subcategories within each group. You can also control which users can access which categories based on their roles or permission sets. To meet the requirement of Universal Containers, you can create a single data category group for each division and assign the categories to the roles that belong to that division. This way, each division will only see its own articles when performing a search.
Verified References: Data Categories
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK wants 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. Messaging for Web
B. AppExchange package
C. Einstein Bots
Explanation:
To enhance CK's support experience with asynchronous conversations, cross-device functionality, and Estimated Wait Time transparency, Messaging for Web is the suitable recommendation. This Salesforce solution integrates seamlessly with the existing web infrastructure, enabling customers to initiate and continue conversations at their convenience across different devices, while also providing visibility into wait times, thus elevating the overall support experience.
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