2022 Free Salesforce Service Cloud Consultant Certification Dumps Questions

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Page 1 of 10

1. 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)

Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

Use Web Services API to integrate the external database with Salesforce

Create a custom product bug object and import data into Salesforce

Use Bulk API to load the product bug data into Salesforce

2. Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center .

What metric should a contact center manager use to analyze this?

Percent of cases closed with an attached article

Percent of cases closed meeting the defined SLA

Percent of cases closed with chatter posts

Percent of cases closed on first contact

3. The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.

What should a consultant configure to satisfy this request?

Create a macro to send an email with the article to the customer.

Create a workflow email alert to send the article to the customer.

Create an auto-response rule to send the article to the customer.

Create a Lightning email template to send the article to the customer.

4. What are two benefits of deploying Knowledge in Customer Communities?

Reduces incoming call volume

Replaces the need for an email channel

Eliminates tracking of customer entitlements

Uncovers gap in the knowledge base

5. Universal Containers would like for article to be different channel for social interactions.

What solution should a consultant recommend?

Set up communication channel layouts in the object manager to use Insert Article into Social post.

Set up insert Article into Social post and enable the customer community portal.

Create a Chatter group and invite the customer to join with an external chatter user.

Create a Visualforce page on the customer community portal.

6. 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

7. Customer support agents want the ability 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 to satisfy this requirement?

Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

Train users to scroll through the case page layout to look for product related information or customer- related information based on case type

Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type

Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

8. 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:

Mix telephony interactions with email and chat

Extend benefits to part-time agents

Provide additional training on tools and process

Allow shift trading between agents

9. 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

Restrict visibility of the views

Reduce the number of fields displayed

Filter the views by case owner

Remove filter criteria from the views

10. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated .

How can a Consultant migrate the file attachments?

Upload the files as Documents, then relate them to the migrated Articles.

Use the Lightning Knowledge Migration Tool and choose 'include files'.

Use the Files Related List on each article to add files to your articles.

Post the Files to the Chatter Feed on each Article.

Page 2 of 10

11. A contact center manager wants to measure the impact of a new customer care program.

What can be used to measure an increase in customer satisfaction? Choose 2 answers.

Service level agreement

First call resolution

Average handle time

Customer satisfaction survey

12. 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

13. 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

Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

Set up analytical snapshots to capture key case information and create historical trending reports.

Set up a Salesforce Customer Community that will allow customers to create cases online.

14. 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?

Push Notifications

Case Feed

Omni-channel Supervisor

Next Best Actions

15. UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2 .

How can UC measure case escalation?

Create a case report to show all cases across tiers filtered by an escalation flag.

Create an approval process to ensure only the appropriate cases get escalated.

Create a case report to show the number of cases for each tier and sort them by case owner.

Create a custom trigger to generate history when cases get escalated between tiers.

16. 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 allows customers to contact agents through phone and chat.;.

Which solution should be implemented to support this?

Case Auto -Response Rules

Omni -Channel

Case Assignment Rules

Visual Workflow

17. Universal Containers purchased Knowledge and would like to implement it as soon as possible .

What approach should a consultant recommend?

Activate Knowledge One within the Salesforce Console for Service.

Create a Knowledge Visualforce component on the case detail page.

Activate Knowledge One on the case detail page.

Create a Knowledge Visualforce component within the Salesforce Console for Service.

18. Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

Enable templates for written responses.

Increase the number of agents.

Improve the agent interface.

Employ surveys to confirm customer satisfaction.

19. Universal Containers wants to implement Knowledge to assist agents with the resolution of cases .

Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

Enable article customization for open cases.

Enable agents to create their own personal articles.

Enable suggested articles on new cases.

Enable article submission during case close.

Create an email template to send articles as PDF attachments.

20. Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases .

What should a consultant recommend to manage this process using Service Cloud?

Enable the self-service portal to generate logins for the hospital staff by region.

Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

Design a custom object to track credit requests and route them regionally using assignment rules

Use cases to track the credit requests and route than to regional teams using assignment rules

Page 3 of 10

21. 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)

The Salesforce org may be slow during the data import

Related lists on the case object may be slow to populate

Salesforce reporting speed may be affected

Result may be slow when searching for records

22. What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

Configure Lightning Guided Engagement.

Configure a Live Chat Validation Rule.

Customize the Pre-chat form.

Customize the Lightning Console chat page.

23. 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?

Configure Case Escalation Rules.

Define Entitlement and Milestones.

Use Process Builder with Scheduled Actions

Enable Omni-Channel Routing.

24. What is a benefit of a customer community? Choose 2 answers.

Eliminates the need to track service level agreements

Reduces incoming call volume

Enables customers to log inquires without contacting an agent

Eliminates the need for support agents

25. 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?

Assign article managers to public groups and specific article actions to each group.

Assign article managers to publication teams and specific article actions to each team.

Assign article managers to public groups and specific publication states to each group.

Assign article managers to publication teams and specific publication states to each team.

26. Universal Container wants to measure the efficient of its Contact Center.

Which three metrics should the contact center manager analyze?

Number of Closed cases on first call

Average Number of days to close cases

Number of open cases per day

Number of cases escalated

Number of new customers added

27. 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)

Escalation rules

Case teams

Workflow rules

Auto-response rules

28. Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

Articles appearing in the Knowledge sidebar

Products and assets associated to the case

Knowledge articles attached to the case

Contract details related to the entitlement

29. Universal Containers is launching a full line of new 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?

Use Process Builder for notifications and case teams to monitor cases.

Use Process Builder for notifications and account teams to monitor cases.

Use escalation rules for notifications and account teams to monitor cases.

Use escalation rules for notifications and case teams to monitor cases.

30. 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.

Mass email

Communities

Public groups

Salesforce Chat

Page 4 of 10

31. Which technology will allow a client to enable ideas on a public website? There are two correct answers.

Force.com Sites

Customer portalPartner portal

Self-service portal

Partner portal

Force.com Web Services API

32. 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 calls

33. 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

Number of Portal Logins per Day

Knowledge Article Usage

Average Call Handle Time

Cases by Support Channels

Escalated Calls

34. Universal Containers provides Customer Support for two separate business operations.

The cases managed for each operation have different steps and fields.

Which three features could be implemented to support this? Choose 3 answers

Omni-Channel

Page Layouts

Record Types

Support Processes

Article Types

35. Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.

What configuration should a consultant recommend?

Keep all open in tabs.

Use a second Console session.

Define a custom List View.

Add History to the Utility bar.

36. 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)

Number of article votes

Number of customer ratings

Number of approved articles

Number of archived articles

37. 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?

Create a task related to the article with a reminder set for the article start date.

Create a workflow rule to update the article status to Published on the article start date.

Set the article publish date to automatically display the article on the start dat

Send an email reminder to update the article status to Published on the start date.

38. 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 key consideration when configuring a customer portal?

Users cannot own records

Users can download and view content

Users are not associated with a role in the hierarchy

Users can be part of a case team

39. What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

First contact resolution rate

Number of total cases handled

Total number of solutions created by agent

Average number of knowledge articles published

40. 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 be migrated from a legacy system

* New cases will be created in one system only

Which deployment method should be recomended?

Migrate case data and deploy to all users at office

Migrate agents to Force.com Connect Offline during deployment

Deploy in phases using countries as pilots

Deploy based on the number of trainers available

Page 5 of 10

41. Universal containers 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

Assets

Service contracts

Cases

42. The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.

How can a consultant automate the use of suggested articles to accomplish this goal?

An email to case inquiry

On-demand email to case

While holding for a support agent

Web-to-case question

43. Universal Containers (UC) wants to implement Service Cloud using Agile methodology .

How should the consultant recommend delivering a successful implementation?

set a cutoff date of 1.5 months before user acceptance testing for any change requests.

Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

Deliver the entire project simultaneously so as to present UC with a completed solution.

Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

44. How is the hash mark (e.g., #salesforce) used in chatter?

Ties the Chatter message to a topic

Indicates a clickable URL hyperlink

Indicates the name of a group in which to place the Chatter message

Links the Chatter message to Twitter

45. Universal Containers (UC) wants to schedule for repair service when an agent is unable to

solve the customer's problem via the call center.

What functionality should a consultant recommend to satisfy the UC's need?

omni Channel

Contact Request

Field Service

Mobile Connect

46. The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases .

What should a consultant recommend to meet this requirement? (Choose 2)

Create escalation rules to re-assign cases after SLAs have expired.

Enable the Service Cloud Console and Knowledge sidebar for agents.

Create case teams and introduce swarming to resolve cases.

Enable and use Chatter feed tracking on the case object.

47. Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.

Which type of Community license should be used to meet these requirements?

Customer Community Plus

Customer Community

High Volume Customer Portal

Lightning External Apps Starter

48. A company is planning for the migration of an existing knowledge base into Salesforce Knowledge .

Which set of factors should be considered in selecting which articles to migrate?

Last modified date and frequent search terms

Last modified date and number of recent article views

Original creation date and average rating of articles

Original creation date and total number of article views

49. Universal Containers CFO is looking for ways to reduce contact center costs .

Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

First call resolution

Average handle time

Upsell percentage

Customer retention

50. Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.

Which channel should a consultant recommend to meet these requirements?

Email-to-case

Social Customer Service

Chat

Web-to-case

Page 6 of 10

51. 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?

Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.

Add development resources to the project team to build out the additional requirements.

Adjust the project scope to accommodate new requirements and continue with the original project schedule

Document the requirements gap and communicate development options to the project team

52. Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.

Which feature should the consultant consider?

Entitlements

Omni-channel

Case milestones

Case escalation

53. Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.

Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge? Choose 2 answers

Remove Apex code references to the Article RecordType field.

Configure the Visualforce page to use the Lightning Design System.

Rename the Visualforce page to "Lightning Knowledge"

Remove Apex code references to the ArticleType field.

54. Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

Process Builder

Lightning Knowledge

Macros

Visual Workflow

55. Universal Containers' 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 30 MB per inquiry

• Over 10,000 inquiries per day

What solution should a consultant recommend to meet these requirements?

Emall-to-Case

Customer Chatter groups

Web-to-Case

On-Demand Email-to-Case

56. UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product .

How should a consultant recommend that Knowledge be configured? Choose 3 answers.

Configure workflow rules for each data category

Configure article types for each kind of content

Define approval processes for each article type

Define approval processes for each product

Configure data category values for each product

57. Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.

Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

Configure the Case highlights panel

Add a Visualforce page to the Case layout

Create Salesforce Classic Quick Action

Configure Case Feed page layouts

58. A company has these requirements for dealing with Cases:

- Handled efficiently and by the right agents

- Distributing the load so that agents do NOT have to manually select the next Case to work

Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

Route to agents with the most cases closed for that topic.

Route to agents staffing the assigned overflow queues.

Route to agents with the least amount of active assigned work.

Route to agents with the most capacity to take on new work.

59. Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.

Which methodology should the Consultant recommend given the requirements?

Force.com IDE

Agile

Kanban

Waterfall

60. The Universal Containers' customer support organization has implemented 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.

Which two should the company do to address this situation? Choose 2 answers

Measure and reward agents based on the number of new articles submitted for approval.

Measure and reward agents based on the number of new articles approved for publication.

Create a dashboard that includes articles submitted by agents and approved for publication.

Require agents to check a box on the case when submitting a new suggested article.

Page 7 of 10

61. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which measure can satisfy this requirement?

Customer Satisfaction

Customer Engagement Score

Net Promoter Score

Service-Level Measure

62. Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.

What should a Consultant recommend to address this issue?

Insert a reference Thread ID in the email subject template

Use Omni-Channel to automatically route inbound email

Assign a user to manually manage incoming email

Convert to an On-Demand Email-to-Case setup

63. Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case .

Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

Omni-Channel

Publisher Actions

Macros

Quick Text

Chatter

64. Universal Containers support manager wants to share product-specific information with their customer Communities .

What should a consultant recommend to meet this requirement? Choose 3 answers

Assign Article types to the Community

Enable Public Solutions

Enable Article deliveries

Publish Articles to external channels

Configure Content Library permission

65. Which two configuration steps are required before quick actions can be used in Macros?

Global Actions needs on the publisher layout.

Quick Actions must be enabled in the org.

The specific quick action must be added to the case Feed.

The specific quick action must be added to the case record Type.

66. 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?

Prepare, Plan, Text, Execute, Validate

Prepare, Plan, Validate, Execute, Text

Plan, Prepare, Test, Execute, Validate

Plan, Prepare, Validate, Execute, Text

67. Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.

Which two features should a consultant recommend to provide this functionality? Choose 2 answers

Salesforce Connect

Custom Objects

Middle-tier integration

External Objects

68. Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.

What should the consultant recommend to meet the requirements?

Allow Comments on Knowledge articles.

Implement Case Assignment Rules.

Enable Chat in an Experience Cloud site.

Create a self-service Help Center.

69. Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.

Which three Sandbox types can be used to accomplish this?

Partial Copy Sandbox

Administrator Sandbox

Developer Pro Sandbox

Full Sandbox

70. Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability .

What needs to be configured for the SoftPhone to work in Salesforce? Choose 3 answers

Assign the Salesforce users to the Call Center.

Install an adapter from AppExchange to work with third-party CTI systems

Use Apex to create an adapter to work with third-party CTI systems

Create a SoftPhone layout and assign to user profiles

Assign the Salesforce CTI license to Salesforce users

Page 8 of 10

71. Which support channel requires the smallest amount of agent work time?

Web to case

Email to case

Web self service

Chat

72. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

Salesforce for Twitter

Live Agent

Salesforce Knowledge

Open CTI

73. What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

Cleanse the data outside of Satesfbrce and then migrate the data.

Use the Salesforce data loader to load and cleanse the data.

Use the Salesforce import wizard to load and cleanse the data.

Upload the data into Salesforce and then run data cleansing tools.

74. Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console 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?

Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console

Build a customer visual force page with the list view and assign it to the console sidebar.

Configure the case list under custom console components so users can view the list view along with the case view

Recommend opening the case list view in a separate browser tab and use the window alongside the case view

75. Universal Containers Executives want to see contact center metrics from each of its different geographic regions .

How should a Consultant support this requirement?

Create a Dashboard for each Region.

Create a single Dashboard with a Region filter.

Create a Dashboard for each Case Team.

Create a single Dashboard with a Case Team filter.

76. A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? Choose 2 answers

Enable Work Orders.

Create an Entitlement Process.

Set up Milestones.

Configure Service Contracts.

77. 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

Create multiple CSV files, one for each article type

Create HTML files referencing image to be uploaded

Match each new article to an existing article type

Create a single CSV file, including all article types

Load all articles with the Apex data loader tool

78. A company receives support requests through a variety of email addresses and web forms for different parts of the business.

Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

Case Assignment Rules, Queues, Chatter Groups, Live Agent

Case Assignment Rules, Queues, Public Groups, Omni-Channel

Escalation Rules, Queues, Chatter Groups, Omni-Channel

Escalation Rules, Queues, Public Groups, Live Agent

79. The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management .

What report should the contact center manager present to executive management? Choose 2 answers

Average call handle time by team

Number of cases created using portal

Number of cases closed by a self-service user

Number of IVR inquiries without agent involvement

80. 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?

Define data categories with custom visibility.

Define article types with public sharing settings.

Define topics for each knowledge article.

Define a custom field to identify the subject.

Page 9 of 10

81. What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

Replaces the need for an email channel

Eliminates tracking of customer entitlements

Uncovers gaps in the knowledge base

Reduces incoming call volume

82. A Company sells two products, each with its own maintenance schedule.

Which feature should a consultant recommend implementing to meet this requirement?

Lightning Service Console

An AppExchange Solution

Field Service Lightning

Customer Community

83. Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record .

What should a consultant recommend as part of the solution?

An outbound message to a middleware platform to provide map details

A mashup integration on the Account page to a third-party mapping service

A Web Service call-out that retrieves map details from the backend system

A custom tab of type URL that displays a map image of customer location

84. A Global company requires public documents to be translated into multiple languages.

Which implementation should the consultant recommend?

Lightning Knowledge

Classic Knowledge

Salesforce Content

Salesforce Files

85. As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.

Which factor should a Consultant consider as part of the migration strategy?

Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.

Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

86. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? Choose 3 answers

Increased call deflection

Increased call routing accuracy

Reduced issue resolution time

Reduced support channels

Optimized use of resources

87. Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

Information Technology (IT) help desk

Telesales center

Human Resources (HR) help desk

Telemarketing center

88. 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?

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

89. 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

Interactive Voice Response

Computer Telephone Integration

Social Customer Service

Live Agent

90. A Service Manager has recently implemented Salesforce Knowledge .

Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

Number of Chatter files attached to cases.

Number of published article views.

Number of articles associated to cases.

Number of content packs attached to cases.

Number of successful keyword searches.

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91. The VP of Service at Universal Containers is looking for ways to reduce contact center costs.

Which two metrics should the Consultant recommend? Choose 2 answers

First Call Resolution

Average Handle Time

Service-Level Agreements

Time to Answer

92. Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

Open CTI

Macros

Local Presence

Lightning Dialer

93. Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.

What should a consultant recommend to meet this requirement?

Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created

Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created

Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created