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390 views67 pages

Set 3

Uploaded by

Parveen Kaur
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~ ensure that its customer support service center Is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers A. Case resolution time 8. @) All open Cases by Channel €.() All open Cases by Priority ©. All Cases closed Month-to-date E./>) All Cases by Customer Mark this item for later review, TEU Tinh V rat ee ee eres k GLOBAL TESTING SOLUTIONS Salesforce Certified Service Cloud Consultant (W122) ] Time Remaining : 01:18:02 20f 65. Universal Containers has defined a set of steps that each Case must go through, from submission to closure, dition, each step must be completed within a specified amount of time. What approach should a consultant recommend to meet these requirements? A. © Define Entitlements and Milestones. Configure Case Escalation Rules. Use Process Builder with Scheduled Actions Enable Omni-Channel Routing Sof 65S. Universal Containers wants to deploy the Service Cloud to Its contact centers located across North A Europe, and Asia. The company wants standardized contact center processes and reporting centers worldwide, Which approach should a consultant recommend In this scenario? A,< = Recommend utilizing out-of-the-box furictionality to and reporting. reduce cost and ensure one worldwide-p analyst build a combined report = D. Recommend that the VP of Worldwide Support design a global template to providess-clear: standardization ) Mark this item for later review, duality ofthe artces Being produced. “What should the consultant recommend to gather information on Knowledge article A= Contact Salesforce to send a report on article efficacy. =S-¢> install Knowledge Base Dashboards and Reports AppExchange package. = Send-out a monthly survey to customers requesting feedback, = Create 2 group of super users that will evaluate and manage article: ; Remaining : 01:17:28 of 65. ‘A Service Manager has just configured Chat at a company site, Now, the Agents cannat : ‘component in the console. Which configuration option should be verified? A. @ Verify that users are assigned the Chat feature license. ‘Verify that users have access to the Chat public group. )) Verify that users have access to the Chat buttons. Verify that users are assigned the Chat user profile. ‘this litem for later review, Salesforce Certified Service Cloud Consultant (W ie Remaining : 01:17:24 ‘Pf G5. The Vice President (VP) of Customer Support for Universal Containers has issued @ mission statement ~_will empower our customers to interact with us in the way of their choosing.” Universal Containers has Geployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has a 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 Create a central "Contact Us” page which provides access to ail available channels. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours: & er Community with a toll-free phone: €.(™) Replace the existing “Chat N if aoe D.\@ Enforce that customers must search the knowledgebase before they can see the Contact! devices to have access to the same 7 the Cust: €. o Optimize the Experience Cloud desktops. item for later review. Hi SENT ‘yh i || / Salesforce Certified Service Cloud Consultant "Time Remaining : 01:17:20 7 Of 6S. Which feature should a consultant recommend to allow a tier 2 service representative to take over. Processing from tier 1 and know how far tier 1 had progressed in troubleshooting? A. © Lightning Flow Component B. @ Lightning Guided Engagement Service Console Macros D./>) Path for Cases ‘this item for later review. Salesforce Certified Service Cl g : 01:17:15 ‘65. Universal Containers Securely implemented Service Cloud, The Support Manager distributed unevenly across the team. What should the consultant recommend to address this problem? A. (7) Configure Omni-Channel Routing Model as Least Active. Configure Case Assighment Rules to use Queues. ) Configure Case Assignment Rules to use Users. ng : 01:17:07 Te help S Service Agents more accurately respond to Cases, Universal eeaned want a “Articles displayed on the Case record page. ‘How should 2 consultant configure this requirement? ) Add the Knowledge related list to the Case record page. (5 Add the Knowledge tab to the Service Consoie. Add Knowledge Data Categories to each Case. Salesforce Certified Service Cloud Consultant (\ Time Remaining : 01:17:02 } 10 Of 65. | When Service Reps view a case, they often need to see the case history of other cases for | How should a consultant configure the Lighting Service Console to support this requirement? A. (”) Case tabs with Account subtabs B.() Account tabs with Case subtabs ©. @) Account tab with Cases related list 1D.) Account tabs and Cases tab 7) Mark this item for later review Ai of 65. Universal Containers wants to unify channels and manage agent workload with Om ‘What required step should a consultant address before configuring Omni Channel? sources. B.() Create a Salesforce Case to have Omni-Channel enabled a €./) Create the necessary objects in Salesforce. og From Setup, select Omni-Channel Settings and Select Enable Omni-Channel;,/// I Mark this item for later review. Hanes ! [pptbeteaes ae | 12 of 6s. Universal Containers has completed development and testing of its Service Cloud implen ‘ i migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality? A. (>) Mass Transfer Records, change sets, and Visual Studio Code Data loader, change sets, and Force.com Excei Connector €.()) Visual Workflow, data loader, and Force.com IDE og Visual Studio Code and change sets this item for later review. Salesforce Certified Service Cloud Consultant 1:16:51 = if 8 case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case A = =_ Tier 2 support. Tier 2 has additional troubleshooting steps. =S= How can @ consultant configure the Lightning Service Console to support this requiremenit?: AS impiement Lightning Guided Engagement $= — Define separate Record Types for Tier 4 and Tier 2 foriater review, ON” MI Ty unable to provide same-day customer assistance. What should a consultant recommend to address this problem? = Add more Support phone lines. wide @ self-help Customer Community. Ask Developers to respond to Support Cases. it Customers to 5 Cases per day. Salesforce Certified Service Cloud Consultant 4 ‘Time Remaining : 01:16:36 ——————— L6 of 65. & manager has noticed an increase in average case age. This is negatively impacting cu The manager wants to compare the amount of time that cases. have Spent within each status d — Which reporting solution should be recommended? &, = Create a report using the Case Snapshot report type. 6. =~ Create a report using the Case Age report type. <. & ‘Create 2 report using the Case Lifecycie report tse. 0. == Create a report using the Case Historical 7 Consultant { Salesforce Certified Service Cloud 17 of 65. The VP of Service at Universal Containers wants to make it easier and faster for articles to the customer, What should a consultant configure to satisfy this request? ‘Create an auto-response rule to send the article to the customer. ‘Create a Lightning email template to send the article to the customer. | (Create a macro to send an email with the article to the customer. Create a workflow email alert to send the articié to the customer, Kicks is planning to provide different levels of support to customers | in g within the confines of the Service Level Agreements, “ ‘65. The eof Service at Universal Containers wants to make it easier and faster for ‘@rticies to the customer. What should a consultant configure to satisfy this request? AG ‘Create a Lightning email tempiate to send the articie to the customer Create a macro to send an email with the article to the customer. = Greate a workflow email alert to send the article to the customer es show that Universal Containers has a high call abandonment } two strategies should a consultant recommend? id additional agents to lower average hoid time. YTERION" = = Salesforce Certified Service Cloud Consultant ( Time Remaining : 01:16:13 (22 OF 85. Service Console users work on dozens of cases at one time, and often need to update & eas earlier in the day. What configuration should a consultant recommend? A. Use a second Console session. . Define & custom List View 6 Add History to the Utility bar. D. Keep all Case open in tabs. Mark this item for jater review, Salesforce Certified Service Cloud Consultant Time Reaininy ; 01:16:08 “ah ores. Which search mechanism should be used to find case comments from within the he Lightning A. @ Global Search Comment Search Component C.<> Comments List View B./; Search Utility Component Mark this item for jater review. g: 01:16:03 “Universal Containers wants to implement @ customer service site, The goa! of the t™embers to access, create, and manage cases online. How should the consultant Implement these requirements? Change the org-wide default for cases and contacts internal access to private. = Update the case assignment rule to add the site member to the p ‘Salesforce Certified Service Cloud > Remaining : 01:16:00 24 of GS. A contact center manager wants to measure improvements to operations after: ‘workforce management system. Which two metrics can be used to assess the success of the new workforce mang ‘Choose 2 answers A. (Gj) Agent utilization 6. Quality monitoring score C. Schedule adherence D. |) Number of calis offered this item for later review. = __ Universal Containers requires a scheduling solution that will allow Managers __ multiple Territories. = LE =e What solution should a Consultant recommend? A. => Salesforce Mobile App B. @} Salesforce Field Service €.£ Lightning Console . () Employee Community this item for later review. Salesforce Certified Service Cloud Consultant | Remaining 1 01:15:50 ‘65. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge: using the: Migration Teo! and noticed| that none of the Article file attachments were migrated. 2 How can a consultant migrate the file attachments? AL (”) Use the Lightning Knowledge Migration Too! and choose ‘include files. B. i) Use the Files Related List on each article to add files to your articles, Post the Files to the Chatter Feed on each Article. Upload the files as Documents, then relate them to the migrated Articles. . Universal Containers’ IT policy prevents third-party software from being installed However, the VP of Service has asked that cases be automatically created from: —— “What solution should a consultant recommend? A. > &n AppExchange package 8.¢5 On-Demand Email-to-Case ¢. Email-to-Case ‘D. Web-to-Case ‘this item for jater review. B.OFES. Universsi Contsiners has four internal divisions that use Selestore Knowledge. Co _ that each division should only have access to its own articles when performing a search. _ Which solution should a consultant recommend to meet this requirement? A. Create a single data category group for each division and provide access using th ‘Create @ sharing ruie for each division to provide access using the role hierarchy: = Create a sharing rule for each division to provide access based on criteria of the-art } Create separate data category groups for each division and assign the category. —_ Salesforce Certified Service Cloud Consultant ( Remaining : 01:15:35 +29 of 65, Universal Containers (UC) receives partner data in Excel format. Th 1 Excel data is ail text, imported into existing Salesforce Date, Number, and Text fields. = Which three best practices should a consultant recommend? Choose 3 answers A. Import the records and create a workflow rule to change the data type. i B. ( Standardize ail rows to match Salesforce data types. ¢. Import the records and use Duplicate Management. Dy Deduplicate the data before importing into Salesforce, g Install the Data Quality Analysis Dashboards from the AppExchanges | this item for later review. £01:15:29 — ‘65. Sere conasinars has an active presence on Twitter and Facebook, Customers! ‘Mediz channels should be responded to by support agents, : What should a consultant recommend to meet this requirement? A, > Social Customer Service for Twitter and Facebook. . () Social Media Marketing message tagging. C. @) Social Persona for Twitter and Facebook, D. Einstein Bot social queues. this item for later review. Salesforce Certified Service Cloud Consultant Time Remaining : 01:15:25 31 Of 65. Universal Containers is looking for ways to provide more Proactive support and to promote its bi internet with minimal investment. A consultant recommends installing the Social Customer Service Which two features should the consultant recommend as part of the deployment? Choose 2 answers A. @ (Create and assign permission sets to give agents social account access. 8. Retrieve Social Studio credentiais. c. Enable the Moderation feature to automatically create cases from: posts: 5. Add two Twitter or Facebook accounts. Mark this item for later 01:15:19 ‘Universal Containers wants to notify Support Managers when a new case has been — a = =z 5 be ‘Which approach should a consultant implement? A Configure Case Escalation Rules. 8. G& Cefine Case Auto-Response Rules. =— _ ©. Create a Process Bulider with Scheduied Actions. D. Establish Case Assignment Rules. —— this item for later review. ___ Salesforce Certified Service Cloud ¢ 9: 01:15:16 to access current inventory levels of products the customer Field engineers often need customer Sites. — ‘Which solution should a consultant recommend to meet this requirement? _ A> Integrate with an enterprise resource planning system. implement Salesforce Field Service. Configure Visual Flows on Salesforce mobile. Develop and publish a knowledge management system. this item for iater review. -OF 6S. A manager would like information ‘on the knowledge base searches conducted by agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers A Number of knowledge articles in each data category. B. Knowledge articles created by call center agents. ce ‘Knowledse articles with the lowest rating. 3 Knowledge search query with no results. kthis-itern-for-iater review. =riversal Containers (UC) is Updating the Service Cloud console app for its call “concerned that ‘deploying the new app will disrupt current operations and ana What should the consultant recommend to mitigate these concerns? 4 Configure the new app in developer org and use an unmanaged package 4) Deploy the configured and tested app to production. Update the agent's profi take away access to the old app. ©. Deploy the configuration from a sandbox to production during the next Sa the system only goes down once. (©) Configure the new app in a sandbox. Use a change-set to push testing and training. GLOBAL TESTING SOLUTIONS Salesforce Certified Service Cloud Consultant (W122 Time Remaining : 01:14:59 | 36 OF 65. Universal Containers wants to maintain Service Level Agreements on its customer cases, Customers ai with different service levels based on their Services agreement. The VP of Customer Service wants to u Cloud to track and ensure senior management Is alerted when cases have NOT completed certain st Which Service Cloud feature should the consultant recommend to address this requirement? A.) Entitlements and Milastones B.() Case Assignment ©.) Case Escalation D.) Salesforce Console Mark this item for later review What should be configured to meet this requirement? A Entitlement processes, milestones, milestone actions, and entitlements B.\") Entitlement processes, contract line items, milestones, and entitlements €-(")) Entitlement processes, contracts, milestones, and milestone actions | HV 'D.") Entitlement processes, contracts, contract line items, and entitlements this item for later review, « TONS AAA Wi nen WA __Time Remaining +01:14:51 — Which three benefits can be expected from KCS adoption? Choose 3 answers &.@@ Optimized use of resources B.S} Reduced support channels _€. 5 increased call routing accuracy dD. increased cell deflection if Reduced issue resolution time this item for later review. ERION" GLOBAL TESTING SOLUTIONS Time Remaining : 01:14:45 S39 Of GS. The VP of Services at Universal Containers wants to reduce Sustomer’s interaction with @ support agent while still providing relevant answers ts the customer = use o! sted articles to accomalish How tan a consultant automate th: No wo» o Salesforce Certified Service Cloud Consultant | Time Remaining : 01:14:40 40 Of $5. Universai Containers wants to help customers resolve issues by browsing Knowledge articles ‘they need more information. = What should the consultant recommend to meet the requirements? A S Create a self-service Heip Center. B= Implement Case Assignment Rules. €. = Allow Comments on Knowledge articies D. Enabie Chat in an Experience Cloud site this item for iater review Salesforce Certific 701:14:36 — = A Service Representative transfers a Chat to another Representative. Which two things will happen? ‘Choose 2 answers AG The Chat Transcript and Case are transferred. 8.) The Customer does not know they were transferred. 7@ The Customer is shown the new Representative's Name. 0. ("| Both Service Reps can chat with the Customer. item for later review. : Salesforce Certified Service Cloud g 01:14:32 ‘Which three are characteristics of Flow? Choose 3 answers _ A @ Elements can be used to pass data to legacy systems. _ B.@} Only one version of a flow can be activated at a time. €. () Apex code must be used to update fields in the database. DB. [) Elements can be used to update flelds in the database, E ) Apex code must be used to pass data to legacy systems. (this item for later review. i HH Ht _ Salesforce Certified Service Ck ud Co Ag : 01:14:27 Universal Containers (UC) wants to schedule technicians for repair services when an: ‘customer's problem via the call center. oe What functionality should a consultant recommend to satisfy the UC’s need? == Contact Requests B.¢G Field Service Omni Channel Mobile Connect Salesforce Certified Service Cloud Consultant Time Remaining : 01:14:23 == a 44 Of 65. In which two areas can Open CTI featur ires be made available to users when building Manager? Choose 2 answers A. @ On a utility bar of the Lightning App ) On the Calendar right hand panei €.[") On a record Highlights Panel D.§@) On a record Activity Feed list Mark this item for later review. Lightning Console enablement ‘Service Console case creation configuration Call Center Definition File creation ERION" GLOBAL TESTING SOLUTIONS “46 of 65. The Support Manager at Universal Containers is getting Inaccurate agent performance reports. ts. Aer the-dete, the Salesforce administrator has identified hundreds of cases that are closed, but still queue. Which two solutions should 8 consultant recommend to corre s problem? Choose 2 answers A. Create a case validation rule to ensure cases are owned by a user when siosed- a Create a Process Builder and Flow to change the owner on closed cases. == — C. GB Create a case as D. GB Use 2 data tool Ament rule to ensure cases are oWned by a user when closed the owrler field on closed cases. Salesforce Certified Service Cloud Consultant (w122)_ Time Remaining : 01:14:10 447 Of 6S. The Contact Center at Universal Containers wants to increase its Profit margins by promoting call def Service Cloud. E Ek Which two solutions should a Consultant recommend? Choose 2 answers A.[-) Service Cloud Console B.@ Knowledge Base c Automatic Call Di og Experience Cio: this item for later review Which two steps should be completed to mest this request? ‘2 answers 1-3 Configure Service Contracts. 2 Set up Milestones. MQ Create an Entitlement Process. D. [| Enable Work Orders, " for later review. | Salesforce Certified Service Cloud Consultant | Remaining : 01:14:00 f 49 of 6S. Agents at Universal Containers are required to update the case status to Waiting for Customs i email to the case contact. Support Managers are noticing that many Agents are forgetting What should a consultant recommend to address this problem? A. ©) Define Case Escalation Rules Create a Case Macro ©. @ Configure Process| Builder D. (>) Activate a Validation Rule ) Mark this item for later review. (KRYTERION” GLOBAL TESTING SOLUTIONS _ Time Remaining : 01:13:56 SOQ of 65, Support Managers have requested the ability to provide real-time feedback to Agents during sessions. What feature should a consultant configure to meet this requirement? A. (>) Next Best Actions B.) Case Feed €.@ Omni-channel Supervisor o. Push Notifications 3) Mark this item for later review g : 01:13:51 63. A client's Support Cail Center has seen an increase in call volu me on a new product line, The a Problems resolving issues and have been escalating to Tier 2 = for support- = Which action should be taken to reduce the call volumes and escalations? = = A. © Configure Omni-channel to assign cases directly to Tier 2. = = B. © Create a dashboard to track and manage call volumes by type. = ©. © Create Knowledge Articles and publish internally and publicly. s D. ©) Configure IVR routing to bypass Tier 1 for the product line. Pk this item for later review. IGKRYTERION™ GLOBAL TESTING SOLUTIONS Time Remaining : 01:13:46 52 0f 65. Service Console users work on dozens of cases at one time, and often need to update a case they earlier in the day. What configuration should a Consultant recommend? A. @ Add History to the Utility ber. B. (>) Use a second Console session. C. >) Keep all Case open in tabs. D. (>) Define a cu List Vie Mark this item for later re _ How should a consultant provide Suggested Article functionality to Lightning Sen A. © Add the Knowledge tab to the Console app. _ 8. Add the Knowledge Component to the Service Console. c.. i; Create email templates with Knowledge Articles attached. D, ¢) Add the Suggested Article widget to the Case page layout. aining : 01:13:36 Universal peatatersl is nied 2 full line of new products and Service Cloud should requirements: ii * Agents need to collaborate with other teams. + The product development team needs to be alerted on high-priority cases ‘bt Which solution will meet these requirements? \ A. |”) Use Salesforce Flow for notifications and account teams to monitor “in B. Use es C. |) Use escalation rules for notifications and case teams to monitor|cases,| Ho) Use Salesforce Flow for notifications and case teams to monikor mh | H = SS 0f $5. Universai Containers wants to import an external knowledge base to Lightning Knowledge using Importer. = = = = =How should this be implemented? — = = - Choose 2 answers Articie Record Types must be created before the import. Ead Article Record Type must be in-a separate CSV. Articie Record Types will be created as part of the impot— 89) ay tiple Article Record Types can be imported in the same CSV: Mark this iter for jater rev 36 of 65. Cloud Kicks is changing its case management system to Salesforce, All active accour for the past 5 years need be migrated to Salesforce for go-live. Which approach should be used for data migration? A. > Plan, Prepare, Validate, Execute, Test 8.) Prepare, Plan, Test, Execute, Validate ©.) Plan, Prepare, Test, Execute, Validate D.() Prepare, Plan, Validate, Execute, Test I) Mark this item for later r Time Remaining : 01: 13:20 937 Of S5.— Universai Containers wants to allow customers the ability to submit cases and also to seead , Tesolution history. ~ Which type of Community license should be used to meet these requirements? A. Lightning External Apps Starter B.¢ Customer Community €. <> Customer Community Plus D. High Volume Customer Portal this item for later review. SHAMAN Time Remaining : 01:13:15 S8 of 65. The contact center at Universal Containers offers support through phone, email, public website, and. Cloud site. The contact center manager wants to demonstrate the success of recent self=s niti executive management. Which two reports should the contact center manager present to executive management? | Choose 2 answers A. @ Number of cases closed by self-service users. B.) Average call handle time by team. C.@@ Number of cases created using the Experience Cloud site by month: D. Number of Kn HP) Mark this item for later FOF 65. Universal Containers wants to let its customers interact real-time with — Mobile devices. — Support agents ‘What feature should a consultant recommend to meet this requirement? Web-to-Case Case Assignment Rules A 8. cg Embedded Chat Service D. Experience Cloud site ark this item for later review. ‘60 of 65. Universei Containers wants to reduce the clicks a Customer Support Agent uses when working on: includes the time it takes to create, resolve, and close the case. Choose 3 answers A Publisher Actions BFF Quick Text this iter for jater review ‘Salesforce Certified Service Cloud Consultant Time Remaining : 01:13:01 = = = = Gi of 65. Which two capabilities of Lightning Knowledge ensure accurate content in articles? — —— Choose 2 answers = 4.7 Validation Rules for article record types to verify all fields during creation- 8. Approval Process that assigns an Article to a Reviewer Queue. = Knowledge Action to Publish an Article once the Articie is approved, D. €B Data Category to assign an article record type to 8 Reviewer 62 0f 65. Universal Containers provides Customer Support for two separate business operations. The cz ach operation have different steps and fields. ree features could be implemented to support this? Choose 3 answers A. $B Page isyouts 52 — Omni-Channe =f Record Types sess Article Record Types E. @ Suoport Processes ‘GS. Service Representatives are complaining that the Lightning Service Console is too ero = find the tabs and features they need. After reviewing the Service Representatives: features are required. 2 Configure Macros D.@ Enable Keyboard shortcuts this item for later review. Salesforce Certified Service Cloud Consultant ‘Time Remaining : 01:12:48 tae i ~ 84 of 65. Universsi Containers (UC) wants to automate the process of case creation. While conducting Feview, the consultant Jearned that in some instances, customers provide UC with digital pletures of th The average attachment size was 34 MB. Which solution should a consultant recommend? A.) Web-to-Case 8 Outlook integration ©. Email-to-case D. On-Demand Email-to-Case Salesforce Certified Service Cloud Consultant (W122) Time Remaining : 01:12:44 G5 Of 65. Universal Containers is trying to reduce the amount of time Support agents spend creating cases. The new | for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents MB by the customer, Which metiod should the |Consultant suggest? A.) Omni-Channel routing B. () Web-to-Case forms €. @ On-Demand Email-to-case D. () Standard Email-to-Case Wark this item for later review. lla ah

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