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NEW QUESTION 50
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
- A. Number of Chatter files attached to cases.
- B. Number of content packs attached to cases.
- C. Number of successful keyword searches.
- D. Number of articles associated to cases.
- E. Number of published article views.
Answer: A,C,D
NEW QUESTION 51
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What
approach should a consultant recommend?
- A. Activate Knowledge One within the Salesforce Console for Service.
- B. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- C. Activate Knowledge One on the case detail page.
- D. Create a Knowledge Visualforce component on the case detail page.
Answer: A
NEW QUESTION 52
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)
- A. Report on articles followed in Chatter.
- B. Report on agent feedback on articles
- C. Report on agent ratings on articles
- D. Report on the articles attached in cases.
Answer: C,D
NEW QUESTION 53
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. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- C. It acts as an intermediary between telephony systems, the salesforce Call Center application, and
Salesforce user interface - D. It does NOT require a software install for each call center user on a Windows-based PC.
- E. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
Answer: B,C,E
NEW QUESTION 54
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. Call Center Definition File creation
- B. CTI Adapter configuration
- C. Lightning Console enablement
- D. Service Console case creation configuration
Answer: A,B
NEW QUESTION 55
UC is concerned with system performance in its contact center because the number of records has exceeded 40
million. What platform functionality might be affected by the number of contact records?
- A. Contact list view edit time
- B. Contact related list load time
- C. Contact report run time
- D. Contact view page load time
Answer: C
NEW QUESTION 56
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Page Layouts
- B. Omni-Channel
- C. Support Processes
- D. Record Types
- E. Article Types
Answer: B,C,D
NEW QUESTION 57
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
- A. Import the records and use Duplicate Management.
- B. Standardize all rows to match Salesforce data types.
- C. Install the Data Quality Analysis Dashboards from the AppExchange.
- D. Deduplicate the data before importing into Salesforce,
- E. Import the records and create a workflow rule to change the data type.
Answer: A,B,D
NEW QUESTION 58
Universal Containers requires that a case is logged for every incoming support call. Each case could require an
associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case
CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs
and FSRs should be stored on a child case or on a related custom object. What should Universal Containers
consider when designing the solution? Choose 3 answers
- A. Relationship to the primary contact
- B. RMA and FSR escalation requirements
- C. Case closure rules on the original case
- D. Visibility and access to the RMA and FSR records
- E. Average incoming case volume
Answer: B,C,D
NEW QUESTION 59
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis
phase of the project has just been completed. Additional requirements were discovered that will result in the
project exceeding timeline and budget constraints. What is the first step the consultant should take to address
the issue?
- A. Add development resources to the project team to build out the additional requirements.
- B. Adjust the project scope to accommodate new requirements and continue with the original project
schedule - C. Adjust the dates in the project plan to account for the additional requirements and communicate the new
timeline. - D. Document the requirements gap and communicate development options to the project team
Answer: D
NEW QUESTION 60
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. All of the above
- B. Edits the case
- C. Adds a related comment to the case
- D. Adds an activity or sends an email from the case record
- E. Reads the case
Answer: B
NEW QUESTION 61
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers to customize reports and dashboards
- B. Allows customers to search a knowledge base.
- C. Allows customers to customize their user interface
- D. Allows customers the ability to collaborate
Answer: B,D
NEW QUESTION 62
Universal Containers needs to 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 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.
Which two solutions should a consultant recommend? Choose 2 answers
- A. Import payment data into Salesforce and add to the contact page layout as a related list.
- B. Use Lightning Connect to connect and access data in real-time from the billing system.
- C. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- D. Create a custom tab of type URL that displays a search page from the billing system.
Answer: C,D
NEW QUESTION 63
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to
measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and
first-call resolution. - B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call
resolution. - C. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call
resolution. - D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call
resolution.
Answer: C
NEW QUESTION 64
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Number of calls offered
- B. Agent utilization
- C. Quality monitoring score
- D. Schedule adherence
Answer: B,D
NEW QUESTION 65
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