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NEW QUESTION 171
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Whichthree configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Assign the Salesforce CTI license to Salesforce users.
- B. Install an adapter from AppExdiange to work with third-party CTI systems.
- C. Enable Live Agent in their community to chat with an agent.
- D. Create a softphone layout and assign to user profiles.
- E. Assign the correct Salesforce users to the Call Center.
Answer: B,D,E
NEW QUESTION 172
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Enable social profile andadd workflow rules to the contact object
- B. Enable social profile and add assignment rules to the case object
- C. Use Twitter-to-Case and add workflow rules to the case object
- D. Use the routing queues provided with Salesforce for Twitter and Facebook
Answer: B
NEW QUESTION 173
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Service Console Profile Assignments
- B. Data Categories and Article Types
- C. Service Console Knowledge Components
- D. Data Categoriesand Article Actions
Answer: B,C
NEW QUESTION 174
UC is creating an inbound customer supportcontact center to handle questions about using its products. What should be considered when designing the contact center?
- A. Average handling time and first call resolution time
- B. Workforce management and customer satisfaction score
- C. Automatic call distributor and interactive voice response
- D. Agent skill-based routing and predictive dialer
Answer: C
NEW QUESTION 175
UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Define approval processes for each product
- B. Configure workflow rules for each data category
- C. Define approval processes for eacharticle type
- D. Configure article types for each kind of content
- E. Configure data category values for each product
Answer: B,D,E
NEW QUESTION 176
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Tag another chatter user
- B. Deletes posts
- C. Returns a link that returns a post with the samereference
Answer: C
NEW QUESTION 177
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case report that displays all created or updated cases.
- B. Create a case queue for all created or updated cases.
- C. Create a case list view that is filtered by My Case Teams.
- D. Create an email alert notification for Case Teams.
Answer: B,D
NEW QUESTION 178
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containershas implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Identify active Customers and send them registration instructions via email.
- B. Have agents manually create Users when Community access is requested by Customers.
- C. Send email notifications toall Customers to join the Community.
- D. Have agents provide Customers with Community registration instructions when working a case.
Answer: A,D
NEW QUESTION 179
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implementto address this concern?
- A. Collapsible Sidebar Components
- B. Console Keyboard Shortcuts
- C. Configure Macros
- D. Multiple Monitors Components
Answer: C
NEW QUESTION 180
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Optimize the customer community for mobile devices to have access to the same support as desktops.
- B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- C. Create a central "Contact Us" page which provides access to all available channels.
- D. Replace the existing "Chat Now"button on the Customer Community with a toll- free phone number.
- E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answer: A,C,E
NEW QUESTION 181
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
- A. Mass Transfer Records, change sets, and Force.com migration tool
- B. Data loader, change sets, and Force.com Excel Connector
- C. Visual Workflow, data loader, and Force.com IDE
- D. Force.com migration tool, Force.com IDE, and change sets
Answer: D
NEW QUESTION 182
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Email Alert
- B. Email Relay
- C. Email Template
- D. Assignment Rule
- E. Workfl
Answer: A,C,E
NEW QUESTION 183
A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?
- A. Lightning Knowledge
- B. Salesforce Content
- C. Classic Knowledge
- D. Salesforce Files
Answer: C
NEW QUESTION 184
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Configure Assignment Rules based on Case Priority.
- B. Create a Report of all active Entitlements grouped by Customers.
- C. Add the Entitlements related list to the Account Page Layout.
- D. Configure Success, Warning, and Violation Actions for Milestones.
Answer: A,C
NEW QUESTION 185
Universal Containers would like for article to be different channel for social interactions.
What solutionshould a consultant recommend?
- A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- B. Create a Visualforce page on the customer community portal.
- C. Set up insert Article into Social post and enable the customer community portal.
- D. Create a Chatter group andinvite the customer to join with an external chatter user.
Answer: C
NEW QUESTION 186
The VP ofService at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. First Call Resolution
- B. Service-Level Agreements
- C. Average Handle Time
- D. Time to Answer
Answer: A,C
NEW QUESTION 187
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Suggest articles for an email-to-case question
- B. Recommend articles during a call for a support agent
- C. Suggest articles for a web-to-case question
- D. Recommend articles prior to a Live Agent session
Answer: C,D
NEW QUESTION 188
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Service Cloud SOS
- B. Field Service Lightning
- C. Salesforce Knowledgebase
- D. Chatter Groups
Answer: A,B
NEW QUESTION 189
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