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NEW QUESTION # 72
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom view on the Case tab.
- B. Create a custom related list on the case.
- C. Create a custom report.
- D. Create a custom Visualforce page.
Answer: D
NEW QUESTION # 73
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
- A. Use integrated voice response
- B. Use suggested Knowledge articles
- C. Increase the Call-to-Order ratio
- D. Bypass entitlement verification
Answer: A,B
NEW QUESTION # 74
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?
- A. Crreate an article action for each record type;assign record types to service agents
- B. create a data category for each product assign data categories to service agents.
- C. Create a permission set for each record type ;assignpermisisons to service agents
- D. Create a page layout for each record type ;assign layouts to servce agents
Answer: B
NEW QUESTION # 75
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
- A. Use Bulk API to load the product bug data into Salesforce
- B. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- C. Use Web Services API to integrate the external database with Salesforce
- D. Create a custom product bug object and import data into Salesforce
Answer: B,C
NEW QUESTION # 76
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?
- A. It support provoded on a periodic basis and renewed annually?
- B. Do Service Agents need to determine whether a customer is eligible for support?
- C. Do multiple versions of the entitlements need to be created and maintained?
- D. Will customers access selft service resources through Experince Cloud?
Answer: B
NEW QUESTION # 77
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
- A. Create sensitive data rules.
- B. Enable Sneak Peek Configuration setting.
- C. Enable Assistance Flag Configuration setting.
- D. Create a blocking rule.
Answer: B
NEW QUESTION # 78
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
- B. Create a visualforce page called knowledge sidebar on the case page layout.
- C. Enable the knowledge sidebar related list on the case page layout.
- D. Enable the knowledge sidebar setting in the case support settings.
Answer: D
NEW QUESTION # 79
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. Define Entitlement and Milestones.
- B. Configure Case Escalation Rules.
- C. Enable Omni-Channel Routing.
- D. Use Process Builder with Scheduled Actions
Answer: A
NEW QUESTION # 80
What is the primary function of a private branch exchange (PBX)?
- A. To receive multiple calls at one time
- B. To mate calls to different agents
- C. To report the caller's background information
- D. To use speech recognition to direct calls
Answer: A
NEW QUESTION # 81
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Approval Process that assigns an Article to a Reviewer Queue.
- B. Knowledge Action to Publish an Article once the Article is approved.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Data Category to assign an article record type to a Reviewer.
Answer: A,D
NEW QUESTION # 82
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?
- A. Visual Remote Assistant
- B. Field Service
- C. Incident Management
- D. Workforce Engagement
Answer: B
NEW QUESTION # 83
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Utilize KCS to manage Knowledge
- B. Create a Customer Community
- C. Configure Chatter for public access
- D. Implement SOS for mobile experience
- E. Add Live Agent to public-facing sites
Answer: A,D,E
NEW QUESTION # 84
Milestones can be added to which two Object types?
Choose 2 answers
- A. Account
- B. Last
- C. Work Order
- D. service
Answer: B,C
NEW QUESTION # 85
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A. Contact Requests
- B. Open CT1
- C. Social Customer Service
- D. Embedded Chat Window
Answer: D
NEW QUESTION # 86
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
- A. Increased call deflection
- B. Reduced issue resolution time
- C. Reduced support channels
- D. Increased call routing accuracy
- E. Optimized use of resources
Answer: B,C,E
NEW QUESTION # 87
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Chatter Answers
- B. Customer Community
- C. Live Agent
- D. Knowledge Base
- E. Web -to -Case
Answer: A,B,D
NEW QUESTION # 88
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
- A. Implement Case Assignment Rules.
- B. Create a self-service Help Center.
- C. Enable Chat in an Experience Cloud site.
- D. Allow Comments on Knowledge articles.
Answer: B
NEW QUESTION # 89
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
- A. Deploy in phases using countries as pilots
- B. Migrate case data and deploy to all users at office
- C. Migrate agents to Force.com Connect Offline during deployment
- D. Deploy based on the number of trainers available
Answer: A
NEW QUESTION # 90
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 Lightning email template to send the article to the customer.
- B. Create a workflow email alert to send the article to the customer.
- C. Create a macro to send an email with the article to the customer.
- D. Create an auto-response rule to send the article to the customer.
Answer: A
NEW QUESTION # 91
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Workflow rules
- B. Case teams
- C. Escalation rules
- D. Auto-response rules
Answer: A,B
NEW QUESTION # 92
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Customer Community
- B. Employee Community
- C. Reseller Community
- D. Partner Community
Answer: D
NEW QUESTION # 93
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
- A. Enable the support setting for default email templates
- B. Implement Macros
- C. Implement Email-To-Case
- D. Enable the Support Process for default email templates
- E. Implement Quick Text
Answer: A,B,E
NEW QUESTION # 94
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