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NEW QUESTION # 115
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a record Highlights Panel
- B. On a record Activity Feed list
- C. On a utility bar of the Lightning App
- D. On the Calendar right hand panel
Answer: B
NEW QUESTION # 116
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Path for Cases
- B. Lightning Process Builder
- C. Lightning Row for Service
- D. Interaction Log
Answer: C,D
NEW QUESTION # 117
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?
- A. Email-to-Case
- B. Web-to-Case
- C. Outlook Integration
- D. On-Demand Email-to-Case
Answer: A
NEW QUESTION # 118
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A. Path for Cases
- B. Service Console Macros
- C. Lightning Guided Engagement
- D. Lightning Flow Component
Answer: C
NEW QUESTION # 119
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
- A. Use a new customer Path on Contact to capture details.
- B. Use a global quick action to capture details.
- C. Use an auto-launched flow to capture details.
- D. Use Open CTI with Pop to flow to capture details.
Answer: C
NEW QUESTION # 120
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?
- A. Standardize all rows to match salesforce data types
- B. Install data quality analysis dashboards from the appexchange
- C. Import the records and use duplicate management
- D. Deduplicate the data before importing into SF
- E. Import records and cretae a a worflow rule to change the data type
Answer: A,B,D
NEW QUESTION # 121
Agents at universal containers are required to update the case status to
waiting for customer after they send an email to the case contact.Support
managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.
- A. Create a Case Macro
- B. Define case escalation rules
- C. Activate a validation rule
- D. Configure flow Builder /Process Builder
Answer: D
NEW QUESTION # 122
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?
- A. Omni-Channel Supervisor
- B. Screen Flow
- C. Case Escalation Rules
- D. Einstein Case Routing
Answer: A
NEW QUESTION # 123
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All Cases by Customer
- B. All open cases by Channel
- C. Case resolution time
- D. All open Cases by Priority
- E. All Cases closed Month-to-date
Answer: B,C,D
NEW QUESTION # 124
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product data category value
- B. Assign team-based roles to the associated product article types
- C. Assign team-based roles to the associated product data category value
- D. Assign team-based profiles to the associated product article types
Answer: C
NEW QUESTION # 125
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:
- A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
- B. Set up analytical snapshots to capture key case information and create historical trending reports
- C. Create case escalation rules to route high priority cases directly to supervisors for resolution
- D. Set up a Salesforce Customer Community that will allow customers to create cases online
Answer: A,D
NEW QUESTION # 126
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able
to find knowledge articles based on the product type.How should consultant
satisfy this requirement
- A. Enable suggested artciels in the community
- B. Utilize topic tags for each product type
- C. Set the visibility to the data categories
- D. Define article types with sharing settings
Answer: B
NEW QUESTION # 127
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?
- A. Global Shared Macro
- B. Omni-Channel Utility widget
- C. Actions & Recommendations component
- D. Personalised navigation menu
Answer: B
NEW QUESTION # 128
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. Enable Omni-Channel Routing.
- C. Use Process Builder with Scheduled Actions
- D. Define Entitlement and Milestones.
Answer: D
NEW QUESTION # 129
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable agents to create their own personal articles.
- B. Enable article customization for open cases.
- C. Enable suggested articles on new cases.
- D. Enable article submission during case close.
- E. Create an email template to send articles as PDF attachments.
Answer: C,D,E
NEW QUESTION # 130
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?
- A. Create SF cases to have omni channel enabled
- B. customize service channel settings to define how the org receives work various sources
- C. create the necessary objects in SF
- D. From setup select omnichannel and select enable omni channel
Answer: D
NEW QUESTION # 131
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