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NEW QUESTION # 56
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case historical trending report type.
- B. Create a report using the case snapshot report type.
- C. Create a report using the case lifecycle report type.
- D. Create a report using the case age report type.
Answer: C
NEW QUESTION # 57
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status
of those inquiries, and View their contact information. To meet these requirements, which type of portal
license would be most appropriate for the customers?
- A. Enterprise admin
- B. Service Cloud portal (Customer Community)
- C. Partner portal
- D. Sites
Answer: D
NEW QUESTION # 58
What is a benefit of a customer community? Choose 2 answers.
- A. Reduces incoming call volume
- B. Enables customers to log inquires without contacting an agent
- C. Eliminates the need to track service level agreements
- D. Eliminates the need for support agents
Answer: A,B
NEW QUESTION # 59
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It is a server-based software program that controls the appearence and behavior of a Salesforce
SoftPhone - B. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- D. It acts as an intermediary between telephony systems, the salesforce Call Center application, and
Salesforce user interface - E. It does NOT require a software install for each call center user on a Windows-based PC.
Answer: B,C,D
NEW QUESTION # 60
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report that displays # of new articles created during the past 2 months
- B. Report that displays # of cases with articles attached during the past 2 months
- C. Report displays # of articles associated to data categories during past 2 months
- D. Create a report that display the # of articles searched during the past 2 months
Answer: B,D
NEW QUESTION # 61
Universal Containers would like to provide their contact center agents with a map image of their customers
location based on the Shipping Address of their Account Record. What should a consultant recommend as part
of the solution?
- A. An outbound message to a middleware platform to provide map details
- B. A mashup integration on the Account page to a third-party mapping service
- C. A custom tab of type URL that displays a map image of customer location
- D. A Web Service call-out that retrieves map details from the backend system
Answer: B
NEW QUESTION # 62
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 for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers
- A. Facebook Messaging
- B. Chat
- C. Case Auto-Response
- D. Escalation Rules
Answer: B,C
NEW QUESTION # 63
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and
Facebook?
- A. Enable social profile and add assignment rules to the case object
- B. Enable social profile and add workflow rules to the contact object
- C. Use the routing queues provided with Salesforce for Twitter and Facebook
- D. Use Twitter-to-Case and add workflow rules to the case object
Answer: A
NEW QUESTION # 64
Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?
- A. Use the lightning knowledge migration tool and choose "include files".
- B. Post the files to the chatter feed on each article.
- C. Use the files related list on each article to add files to your articles.
- D. Upload the files as documents, then relate them to the migrated articles.
Answer: C
NEW QUESTION # 65
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Social Media Marketing message tagging.
- B. Social Persona tor Twitter and Facebook.
- C. Einstein Bot social queues.
- D. Social Customer Service for Twitter and Facebook.
Answer: B
NEW QUESTION # 66
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work
Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents with the most capacity to take on new work.
- B. Route to agents with the least amount of active assigned work.
- C. Route to agents staffing the assigned overflow queues.
- D. Route to agents with the most cases closed for that topic.
Answer: A,B
NEW QUESTION # 67
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites with Knowledge and Web-to-Case
- B. Force.com Sites and High-Volume Customer Portal
- C. Visualforce and Self-Service Portal
- D. Force.com Sites with Knowledge and Email-to-Case
Answer: B
NEW QUESTION # 68
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers
- A. Increase the number of agents.
- B. Improve the agent interface.
- C. Enable templates for written responses.
- D. Employ surveys to confirm customer satisfaction.
Answer: C,D
NEW QUESTION # 69
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Reduced issue resolution time
- B. Optimized use of resources
- C. Increased call deflection
- D. Reduced support channels
- E. Increased call routing accuracy
Answer: A,B,D
NEW QUESTION # 70
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Top Articles sorted descending
- B. Most Linked Articles
- C. Most Revised Articles
- D. Search Activity Gaps
Answer: A
NEW QUESTION # 71
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
- A. Leverage Live Agent for web-based chat
- B. Implement Salesforce Knowledge on a portal
- C. Implement Service Cloud console to support agents
- D. Enable service contracts and entitlements
Answer: A,B
NEW QUESTION # 72
Which solution can be used to improve call deflection?
- A. Knowledge base
- B. Web chat
- C. Community forum
- D. Case routing
- E. Assignment rules
Answer: B
NEW QUESTION # 73
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the
same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B
and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater
consistency in average time spent by agents across the team? Choose 3 answers:
- A. Document and share the practices of Agent A with the team via knowledge articles
- B. Lower the target for entire team to that of Agent A
- C. Build a dashboard to display individual performance by agent versus the team goal
- D. Review case history and activities for Agents B and C
- E. Update case assignment rules to route more cases to Agent A
Answer: A,C,D
NEW QUESTION # 74
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Apex code must be used to update fields in the database.
- B. Elements can be used to update fields in the database.
- C. Elements can be used to pass data to legacy systems.
- D. Only one version of a flow can be activated at a time.
- E. Apex code must be used to pass data to legacy systems.
Answer: A,C,D
NEW QUESTION # 75
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The Salesforce Service-Cloud-Consultant exam is designed for professionals who work with the Salesforce Service Cloud. It is a certification exam that tests the candidate’s knowledge of the Service Cloud platform, including its features, functions, and capabilities. The exam is intended for individuals who want to demonstrate their expertise in configuring and implementing Service Cloud solutions.
Salesforce is a cloud-based customer relationship management (CRM) software that is widely used by businesses across the world. It provides a comprehensive suite of tools for managing customer interactions, sales, marketing, and service. Salesforce offers several certifications to help professionals validate their expertise in using the platform. One of the most sought-after certifications is the Salesforce Service-Cloud-Consultant Certification Exam.
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