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NEW QUESTION 67
Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- B. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- C. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- D. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
Answer: A
NEW QUESTION 68
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 list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: B
NEW QUESTION 69
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud instance
- A. Cloud-to-Cloud Integration Toolkit
- B. Java Language Specific Toolkit
- C. Bulk Data Transfer API
- D. Data Integration via SOAP API
Answer: C
NEW QUESTION 70
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?
- A. Salesforce Console for Service
- B. Auto launch flow
- C. Visualforce custom page
- D. Process Builder
Answer: A
NEW QUESTION 71
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers
- A. Interactive Voice Response
- B. Computer Telephone Integration
- C. Social Customer Service
- D. Live Agent
Answer: C,D
NEW QUESTION 72
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to
provide article with various publishing capabilities. What configuration should be recommended to meet this
objective?
- A. Assign article managers to public groups and specific article actions to each group.
- B. Assign article managers to public groups and specific publication states to each group.
- C. Assign article managers to publication teams and specific publication states to each team.
- D. Assign article managers to publication teams and specific article actions to each team.
Answer: A
NEW QUESTION 73
What can universal containers do to reduce costs and immediately improve contact center agent productivity
choose 2
- A. Enable templates for written responses.
- B. Streamline the agent interface.
- C. Offer supports through Facebook and twitter.
- D. Implement team productivity dashboards.
Answer: A,B
NEW QUESTION 74
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Activate Knowledge One on the case detail page.
- B. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- C. Create a Knowledge Visualforce component on the case detail page.
- D. Activate Knowledge One within the Salesforce Console for Service.
Answer: D
NEW QUESTION 75
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Create a publisher profile that includes create access on the FAQ article type.
- B. Enable the Manage Articles permission for the publisher profile and assign it to users
- C. Set the organization-wide default to private and create sharing rules for the FAQ article type
- D. Hide the Article Management tab for users who should have read-only access to articles.
Answer: A,B
NEW QUESTION 76
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. Auto-response rules
- B. Escalation rules
- C. Workflow rules
- D. Case teams
Answer: C,D
NEW QUESTION 77
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Verification of the production migration checklist
- B. Approval of test scripts from the business lead
- C. Verification that sample data has been loaded
- D. Fund customer approval on training materials
Answer: B,C
NEW QUESTION 78
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 tab of type URL that displays a search page from the billing system
- B. Create a Visualforce page that retrieves payment information via a Web Service call-out
- C. Import payment data into Salesforce and add to the contact page layout related list
- D. Create a custom web service to handle invoice inserts and updates from the billing system
Answer: B
NEW QUESTION 79
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. Visibility and access to the RMA and FSR records
- B. Relationship to the primary contact
- C. Average incoming case volume
- D. Case closure rules on the original case
- E. RMA and FSR escalation requirements
Answer: A,D,E
NEW QUESTION 80
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Develop and publish a knowledge management system
- B. Configure Visual Flows on Salesforce mobile.
- C. Integrate with an enterprise resource planning system.
- D. Implement Field Service Lightning.
Answer: C
NEW QUESTION 81
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. Private Branch Exchange
- B. Interactive Voice Response
- C. Automatic Call Distributor
- D. Time and Attendance
Answer: B
NEW QUESTION 82
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. Create a custom product bug object and import 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. Use Bulk API to load the product bug data into Salesforce
Answer: B,C
NEW QUESTION 83
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain
performance over time. Which two recommended techniques should be utilized? Choose 2 answers
- A. Ask contact center managers to review data each quarter to possibly delete.
- B. Write an Apex trigger that deletes one case each time a new case is created.
- C. Create a data retention plan that archives or purges Cases at regular intervals.
- D. Optimize queries to reduce the scope of Cases included with each search.
Answer: C,D
NEW QUESTION 84
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Knowledge search query with no results.
- B. Knowledge articles with the lowest rating.
- C. Knowledge articles created by call center agents.
- D. Number of knowledge articles in each data category.
Answer: A,B
NEW QUESTION 85
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Branded site
- B. Better reporting
- C. Access to custom objects
- D. Simpler and easier to configure
Answer: A,B,C
NEW QUESTION 86
The Universal Container's customer support organization has implemented knowledge, knowledge centered
support (KCS) in its call center. However, the call center management thinks that agents are not contributing
new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)
- A. Measure & reward agents based on the # of new articles submitted for approval
- B. Create a dashboard for articles submitted by agents & approved for publication
- C. Measure & reward agents based on the # of new articles approved for publication
- D. Require agents to check a box on case when submitting a new suggested article
Answer: A,B
NEW QUESTION 87
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
- A. Use a Full copy sandbox for the DR exercise
- B. Use a Developer Pro sandbox for the DR exercise
- C. Allow the exercise to be done in a Production instance
- D. Use a Partial sandbox for the DR exercise
Answer: A
NEW QUESTION 88
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. Private Branch Exchange
- B. Interactive Voice Response
- C. Automatic Call Distributor
- D. Time and Attendance
Answer: B
NEW QUESTION 89
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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
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