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NEW QUESTION 131
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. Web to case forms
- B. On-Demand Email-to-case
- C. Standard email to case
- D. Omni channel routing
Answer: B
NEW QUESTION 132
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has
been tasked with improving sales for the premier support offering. What key metrics can be expected to
improve following the CTI implementation? (Choose 2)
- A. Average days to close
- B. First call resolution
- C. Average handle time
- D. Abandon rate
Answer: B,D
NEW QUESTION 133
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
- A. Public Groups
- B. Mass Email
- C. Escalation Rules
- D. Chatter Groups
Answer: D
NEW QUESTION 134
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Identifying the customer contact associated with a particular stage of a service contract
- B. Displaying whether a case response complies with a customer's service level agreement
- C. Monitoring the case escalation rule queue to confirm service levels are met
- D. Representing metrics such as first-response and resolution time on cases
Answer: B,D
NEW QUESTION 135
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- B. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
- C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- D. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
Answer: B
NEW QUESTION 136
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of IVR inquiries without agent involvement
- B. Number of cases created using portal
- C. Number of cases closed by a self-service user
- D. Average call handle time by team
Answer: B,C
NEW QUESTION 137
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Employee Community
- B. Field Service Lightning
- C. Lightning Console
- D. Salesforce Mobile App
Answer: B
NEW QUESTION 138
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case age report type
- B. Create a report using the Case Lifecyle report type
- C. Create a report using the Case snapshot report type
- D. Create a report using the Case historical trending report type
Answer: B
NEW QUESTION 139
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. Post the files to the chatter feed on each article.
- B. Upload the files as documents, then relate them to the migrated articles.
- C. Use the files related list on each article to add files to your articles.
- D. Use the lightning knowledge migration tool and choose "include files".
Answer: C
NEW QUESTION 140
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Use a second Console session.
- B. Keep all open in tabs.
- C. Define a custom List View.
- D. Add History to the Utility bar.
Answer: D
NEW QUESTION 141
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Extend benefits to part-time agents
- B. Mix telephony interactions with email and chat
- C. Provide additional training on tools and process
- D. Allow shift trading between agents
Answer: A,D
NEW QUESTION 142
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
- A. Lightning Platform
- B. Waterfall
- C. Agile
- D. Kanban
Answer: C
NEW QUESTION 143
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Suggest articles for a web-to-case question
- B. Suggest articles for an email-to-case question
- C. Recommend articles during a call for a support agent
- D. Recommend articles prior to a Live Agent session
Answer: A,D
NEW QUESTION 144
The VP of Service at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. Service-Level Agreements
- B. Time to Answer
- C. First Call Resolution
- D. Average Handle Time
Answer: C,D
NEW QUESTION 145
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Filter the views by case owner
- B. Restrict visibility of the views
- C. Remove filter criteria from the views
- D. Reduce the number of fields displayed
Answer: A,D
NEW QUESTION 146
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Automatic Call Distributor
- B. Interactive Voice Response
- C. Private Branch Exchange
- D. Time and Attendance
Answer: B
NEW QUESTION 147
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Configure Case Escalation Rules.
- B. Use Process Builder with Scheduled Actions
- C. Enable Omni-Channel Routing.
- D. Define Entitlement and Milestones.
Answer: D
NEW QUESTION 148
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Bypass entitlement verification
- B. Useintegrated voice response
- C. Use suggested Knowledge articles
- D. Increase the Call-to-Order ratio
Answer: B,C
NEW QUESTION 149
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
- A. Create a custom web service to handle invoice inserts and updates from the billing system
- B. Create a custom tab of type URL that displays a search page from the billing system
- C. Import payment data into Salesforce and add to the contact page layout related list
- D. Create a Visualforce page that retrieves payment information via a Web Service call-out
Answer: D
NEW QUESTION 150
Universal containers has implemented salesforce service cloud with the goal of reducing the number of
escalated case for contact center. What metric should a contact center manager use to analyze this?
- A. Percent of cases closed with chatter posts
- B. Percent of cases closed with an attached article
- C. Percent of cases closed meeting the defined SLA
- D. Percent of cases closed on first contact
Answer: C
NEW QUESTION 151
Universal Containers has determined that case list views are slow to load because of the large number of cases
in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Filter the views by case owner
- B. Restrict visibility of the views
- C. Remove filter criteria from the views
- D. Reduce the number of fields displayed
Answer: A,D
NEW QUESTION 152
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