1. What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
Recommend articles during a call for a support agent
Suggest articles for a web-to-case question
Suggest articles for an email-to-case question
Recommend articles prior to a Live Agent session
2. UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
Implement Service Cloud console to support agents
Leverage Live Agent for web-based chat
Enable service contracts and entitlements
Implement Salesforce Knowledge on a portal
3. UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below: • Support attachments up to 20MB per inquiry• Over 10,000 inquiries per day• Which solution should a consultant recommend to meet these requirements?
Email-to-Case
Web-to-Case
On-Demand Email-to-Case
Customer Chatter groups
4. UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below: • Support attachments up to 20MB per inquiry• Over 10,000 inquiries per day• Which solution should a consultant recommend to meet these requirements?
Email-to-Case
Web-to-Case
On-Demand Email-to-Case
Customer Chatter groups
5. A customer calls the service desk at UC. The agent assigned to the call creates a case to capture the issue, but later realizes the caller is not eligible for support. What solution should a consultant recommend to prevent this scenario from happening in the future?
Add the entitlements related list to the contact records
Add the service contract related list to contact records
Add the entitlement contacts related list to account records
Add the assets related list to contact records
6. UC wants to display a list of open cases, data from an external system, and Knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
Create a custom Visualforce page to display case list view, external system and Knowledge articles
Configure the agent console and display the articles, case view, and external system custom object
Configure the Service Cloud console, integrate the external system, and enable Knowledge
Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar
7. UC's contact center management wants to enhance its Service Cloud implementation and deploy a solution that will better assist its service agents and customers in troubleshooting and resolving issues. The contact center manager has outlined the following requirements: Provide content categorization for easier navigation, searching, and visibility. Shorten agents' issue resolution time by suggesting relevant content. Establish a publication lifecycle process based on industry leading practices. Ensure the solution is tightly integrated with Service Cloud console and Live Agent. What Salesforce solution should a consultant recommend?
Content
Knowledge
Solutions
Chatter
8. 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?
Add development resources to the project team to build out the additional requirements
Document the requirements gap and communicate development options to the project team
Adjust the project scope to accommodate the new requirements and continue with original project schedule
Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline
8. 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?
Add development resources to the project team to build out the additional requirements
Document the requirements gap and communicate development options to the project team
Adjust the project scope to accommodate the new requirements and continue with original project schedule
Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline
9. UC is implementing Salesforce Knowledge and immediately wants to begin building a repository of frequently asked questions (FAQ) encountered by contact center agents. How can this be accomplished?
Create an FAQ article type and enable the submit articles feature on the case close page layout
Enable Ideas for the contact center agents and have them submit FAQ articles at the time a case is closed
Define a data category called FAQ and assign category visibility to users in the contact center role
Create an FAQ article type and configure the enable suggested articles option in support settings
11. UC is implementing Salesforce Knowledge and immediately wants to begin building a repository of frequently asked questions (FAQ) encountered by contact center agents. How can this be accomplished?
It is an intermediary between a telephony system and a Salesforce call center user
It allows voicemails to be captured and stored as attachments on cases
It is a server-based software program that controls the behavior of a Salesforce SoftPhone
It utilizes the Softphone capability from within the Salesforce application
12. Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?
Create a custom related list on the case
Create a custom Visualforce page
Create a custom report
Create a custom view on the Case tab (or Case Feed)
13. UC, a new Salesforce customer, needs its millions of consumers to have public access to knowledge on it corporate website. The consumers also need the ability to login to create, update and read historical cases. Which product and license type would meet all of these requirements? Choose 2
Force.com Sites with Knowledge and Email-to-Case
Force.com Sites with Knowledge and Web-to-Case
Force.com Sites and High-Volume Customer Portal
Visual force and Self-Service Portal
14. What are some uses of www.trust.salesforce.com in business continuity planning? Choose 3 answers.
To provide best practices for continuity plans
To provide information regarding planned maintenance
To provide live and historical data on system performance
To provide online security threat information
To provide live support for system and data backup
15. Which step should a consultant take to import articles into Salesforce Knowledge? Choose 2 answers.
Use the data loader to import unstructured articles
Use change sets to import data categories
Map articles with HTML sections to rich text area fields
Create a separate .csv file for each article type
16. UC wants to create a process to verify that customers are eligible for support before a case is created. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
Ability to specify unique service levels for each customer
Ability to prompt callers for the service contract number with IVR menus
Ability to determine if a customer has escalated a case in the past
Ability to enforce service levels with time-dependent processes
17. Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
Enable social profile and add workflow rules to the contact object
Use Twitter-to-Case and add workflow rules to the case object
Enable social profile and add assignment rules to the case object
Use the routing queues provided with Salesforce for Twitter and Facebook
18. UC has determined that case list views are slow to load because of the large number of cases in the system. Which action will improve the performance of the list views? Choose 2 answers.
Filter the views by case owner
Reduce the number of fields displayed
Restrict visibility of the views
Remove filter criteria from the views
19. A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
@mention the SMEs on the case Chatter feed and follow the case
Bookmark all the comments related to the issue from the SMEs
Use hashtag (#) to track the customer case and SMEs comments
Follow the SMEs to receive automatic updates when they add case comments
20. UC is developing its strategy for social customer service. It would like to build a business case to fund a larger investment in social media and have a dedicated social media support team. The company's requirements include the ability to: Monitor Facebook fan page for new posts from customers. Link new posts to an existing customer record. Respond to posts from the existing Service Cloud console. What should UC do immediately to begin providing social customer service?
Create a Force.com app for Facebook monitoring
Install Salesforce for Facebook and Twitter
Enable Salesforce social profiles on contacts
Integrate Facebook to its existing customer portal
21. What process is a use case for Visual Workflow? Choose 3 answers.
Field validation during case creation
Caller verification and creation of a new case
Decision-based troubleshooting for representatives
Assignment of email to a case queue based on subject
Cross-sell promotions for representatives
22. UC is in the process of setting up a business-to-business (B2B) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
Milestones
Cases
Assets
Service contracts
23. UC is configuring the Service Cloud console to provide a unified desktop for agents. Which solution would require custom application development? Choose 3 answers.
Displaying real time visual indicators when lists and records are changed
Displaying a technical diagram of a registered product related to the case
Creating a button to send an email response and re-queue the case
Displaying basic data from a legacy enterprise resource planning system
Providing a Knowledge sidebar to suggest a solution related to the case
24. UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
Configure entitlements and milestones to enforce SLAs
Hire more agents for the contact centers
Improve the training provided to existing agents
Track social sentiment across social media outlets
25. When planning the migration of an existing knowledge base into Salesforce Knowledge, what factors should be considered in selecting which articles to migrate?
Original creation date and average rating of articles
Last modified date and frequent search terms
Last modified date and number of recent article views
Original creation date and total number of article views
26. The support manager wants information on the knowledge base searches conducted by customers and call center agents. Which metric would be most useful to identify knowledge article effectiveness? Choose 2 answers.
Knowledge search query with no results
Number of knowledge articles in each category
Knowledge articles with the lowest rating
Knowledge articles created by call center agents
27. The IT help desk at UC is divided into two tiers to handle escalations. The company would like to improve the collaboration among help desk agents and reduce the number of issue escalations. What solution should a consultant recommend?
Enable Chatter on Knowledge articles
Allow agents to add comments to each other's cases
Use Chatter Answers for the help desk
Create a Chatter group for the help desk
28. A customer is planning a Service Cloud implementation. The customer's current database has the following number of records: 10 million cases, 1 million accounts, 3 million contacts. When planning to migrate this data into Salesforce, what implications should be considered? Choose 2 answers.
Salesforce reporting speed may be affected
Related lists on the case object may be slow to populate
The Salesforce or may be slow during the data migration
Results may be slow when searching for records
29. The business and IT leaders at UC have agreed to implement Information Technology Infrastructure Library (ITIL) for its IT Help Desk. Which benefits will result from a successful ITIL implementation? Choose 3 answers.
Aligning IT and the business which allows IT to better understand current and future needs of the business
Delivering IT services that are focused on functionality rather than usability
Setting customer expectations with predictable processes that are consistently used by the organization
Create service levels between IT and the business to provide value at an agreed upon cost
Achieving cost savings by utilizing operational resources only for the duration of the project implementation
30. UC's customer service technicians need to access the following information while at a customer site to complete the service call: Customer order history, Level of contracted support, List of replaceable parts. What system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
A workforce management system
A third-party mobile application platform
A knowledge management system
An enterprise resource planning system
31. UC has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? Choose 2 answers.
Assignment, escalation, and workflow rules are processed on inbound emails
Only one inbound email address can be used for Email-to-Case
Follow-up emails and attachments related to a case are attached to the case
Follow-up emails related to a case will update the case comments
32. A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution. What should be the first step in configuration and customization?
Enable Chatter Messenger for the organization
Enable Live Agent for the organization
Create user profiles on permission sets
Create an iframe to display the chat window
33. UC is in the process of implementing Service Cloud. In which order should the data be migrated?
Users, accounts, contacts, cases
Accounts, contacts, cases, users
Users, contacts, accounts, cases
Accounts cases, users, contacts
34. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
Salesforce for Twitter
Live Agent
Salesforce Knowledge
Open CTI
35. Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
Chatter groups for customer
Mobile access to case information
Visibility into service entitlements
Predictive dialer for outbound call
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