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Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work moreefficiently.
Which two features requires Service Cloud?
A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?
Universal Containers has basicfield service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Whichsolution will create and route the field service dispatch record when the case is saved?
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
Universal Containers' support management team hasnoticed 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 company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning KnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers basedon the Case details?
Universal Containers' customer service technicians need to access the following informationwhile at a customer site to complete the service call: • Customer order history • Level of contracted support • List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
Universal Containers has an upcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
Why would customer upgrade from self-service to customer portal (Choose 3)?
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?
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
Universal Containers wants to track customer satisfaction (CSAT). Which solution willautomate the process for support agents to survey customers when cases are closed?
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do toovercome this? choose 2 options
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will bemigrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
Thelifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
Which three features should a Consultant recommend to allow a customer to resolve issues throughself-service? Choose 3 answers
Which of the following utilize the "Automated Case User" (Choose 3 answers):
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a keyconsideration when configuring a customer portal?
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selectedwill meet its requirements.
Which customer requirement would require the use of Email-to-Case?
Universal Containers wantsto deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?
Universal Containers (UC) is updating theService Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:
• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
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?
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
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?
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
Which native Service Cloud solution is used for case satisfaction surveys?
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)
Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploysolutions should a consultant to ensure skills-based routing is operational in Production?
Which two solutions should Universal Containers consider to increaseContact Center Agent productivity? Choose 2 answers
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers
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 solutionshould the Consultant recommend?
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultantrecommend to meet this requirement?
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 service manager has just configured chat at a company site. Now, theagents cannot see the chat footer components in the console.
Which configuration option should be verified?
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommendedsolution to increase the involvement of SMEs and track the case to completion in Chatter?
Customer support agents want theability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured tosatisfy this requirement?
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
In order to satisfy the internal Enterprise Securityrequirements, 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?
How should a consultant providesuggested article functionality to lightning service console users?
Which two capabilities of Salesforce Knowledge ensure accurate content inArticles?
Choose 2 answers
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
• Ability for visitors to search Knowledge articles without registering or logging in
• Ability for over one million registered customers to securely submit cases and view the status of those cases
• Ability to display white papers to registered customers
• Ability for registered customers to save favorite Knowledge articles for easy access later
What should the consultant recommend as part of the solution?
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about thehold time.
What functionality should the consultant recommend implementing to resolve this issue?
If a Case cannot be resolved after Tier 1 has performed theirtroubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
UC's support team requires its customers to submit their support inquiriesvia 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?
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
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
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
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)
Universal Containerswants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options areavailable with Email-to-Case? (Choose 2)
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
TESTED 18 Jul 2025