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NEW QUESTION 13
Which two configuration steps are required before quick actions can be used in Macros?
- A. The specific quick action must beadded to the case Feed.
- B. Global Actions needs on the publisher layout.
- C. The specific quick action must be added to the case record Type.
- D. Quick Actions must be enabled in the org.
Answer: A,D
NEW QUESTION 14
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Create a task related to the article with a reminder set for the article start date.
- B. Create a workflow rule to update the article status to Published on the article start date.
- C. Send an email reminder to update the article status to Published on the start date.
- D. Set the article publish date to automatically display the article on the start datE.
Answer: D
NEW QUESTION 15
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Chat Character Limit
- B. Idle Connection Timeout
- C. Chat Visitor Browser
- D. Chat Window Title
Answer: B,C
NEW QUESTION 16
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
- A. The Social Feed
- B. A Custom Component
- C. The Case Feed
- D. A Twitter Macro
Answer: C
NEW QUESTION 17
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 implement to address this concern?
- A. Collapsible Sidebar Components
- B. Console Keyboard Shortcuts
- C. Multiple Monitors Components
- D. Configure Macros
Answer: D
NEW QUESTION 18
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Filter the views by case owner
- B. Restrict visibility of the views
- C. Remove filter criteria from the views
- D. Reduce the number of fields displayed
Answer: A,D
NEW QUESTION 19
What can universal containers do to reduce costs and immediately improve contact center agent productivity
choose 2
- A. Streamline the agent interface.
- B. Enable templates for written responses.
- C. Offer supports through Facebook and twitter.
- D. Implement team productivity dashboards.
Answer: A,B
NEW QUESTION 20
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Email to Case
- B. Self Service Portal
- C. Customer Portal
- D. Chatter feeds
Answer: D
NEW QUESTION 21
A customer has a detailed question about product functionality. The customer would like access to expert
customer subject-matter experts, and real-time access to company IT support experts. Which features will best
help the customer? Choose 2 answers.
- A. Mass email
- B. Salesforce Chat
- C. Communities
- D. Public groups
Answer: B,C
NEW QUESTION 22
When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.
- A. Data Normalization
- B. Data Cleansing
- C. Data mapping
- D. Activate data validation rules
Answer: B,C
NEW QUESTION 23
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Add the fields to the page layout and add the fields to the highlights panel.
- B. Remove these fields from the page layout and add the fields to the highlights panel
- C. Remove these fields from the page layout and add the components to the highlights panel.
- D. Add these fields to the page layout and add the components to the highlights panel
Answer: A
NEW QUESTION 24
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Extend benefits to part-time agents
- B. Mix telephony interactions with email and chat
- C. Provide additional training on tools and process
- D. Allow shift trading between agents
Answer: A,D
NEW QUESTION 25
Which solution can be used to improve call deflection?
- A. Assignment rules
- B. Knowledge base
- C. Community forum
- D. Case routing
- E. Web chat
Answer: E
NEW QUESTION 26
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Assignment rules
- B. Validation rules
- C. Auto-response rules
- D. Workflow rules
Answer: D
NEW QUESTION 27
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. Set up a Salesforce Customer Community that will allow customers to create cases online.
- D. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
Answer: A,C
NEW QUESTION 28
Which metric influences customer satisfaction? Choose 2 answers
- A. Call quality
- B. Cost per call
- C. After call work
- D. First call resolution
Answer: A,D
NEW QUESTION 29
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 same reference
Answer: C
NEW QUESTION 30
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. Automatic Call Distributor
- B. Interactive Voice Response
- C. Private Branch Exchange
- D. Time and Attendance
Answer: B
NEW QUESTION 31
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What
approach should a consultant recommend?
- A. Create a Knowledge Visualforce component on the case detail page.
- B. Activate Knowledge One within the Salesforce Console for Service.
- C. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- D. Activate Knowledge One on the case detail page.
Answer: B
NEW QUESTION 32
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 33
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
- A. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
- B. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- C. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- D. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
Answer: B
NEW QUESTION 34
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the
consultant do to overcome this? choose 2 options
- A. Use escalation rule to send an email
- B. Supervisors to investigate those cases
- C. Use auto response rule to send an email
- D. Identify those cases and assign to the closure team
Answer: B,D
NEW QUESTION 35
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers
- A. Organize the fields on the page layout to match each process
- B. Use Visual Workflow to streamline the process
- C. Create a custom object for each step in the process
- D. Use Visualforce to create a wizard for each process
Answer: A,B
NEW QUESTION 36
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