Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and
Asia. UC wants standardized reporting across worldwide contact centers’ key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?
Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support
reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick
texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?
Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with
customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of
effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?
Cloud Kicks 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 agreements (SLAs).
Which feature should the consultant consider?
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles
have been attached to closed cases. A new product release will require changes to dozens of articles.
After revising the articles, CK wants to ensure that a prior article version stays associated with the
closed cases.
What is the recommended method to meet the requirements?
Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like
a quick way to navigate the console, including changing tabs, saving records, and searching.
What is the recommended feature to improve productivity?
Universal Containers (UC) has a policy that requires all email traffic to remain within its
firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from
customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to
create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?
Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of
support and services has asked for additional system improvements to facilitate customer self-service.
What should the consultant recommend?
The cost of providing contact center support has steadily increased. Universal Containers
wants to take cost-saving measures.
What should the consultant recommend?
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives. The dashboard needs to provide insights that will
assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?
Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?
Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial
data are stored in other systems.
Which solution should a consultant recommend for integration?
Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?
Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and
integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's
development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from
the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.
What should a consultant recommend as the next step?
A manager has noticed an increase in average case age. This is negatively impacting
customer satisfaction. The manager wants to compare the amount of time that cases have spent
within each status during their lifecycle.
Which report type should the consultant recommend when creating a report?
A manager would like information on which Knowledge articles are used most often by call center agents.
Which report should a consultant use to identify the Knowledge articles that are used most often?
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.
What should UC do to address this situation?
What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is
a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?
Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend?
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are
professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on
information about the case.
Which solution should a consultant recommend?
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK
would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive
language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.
What should the consultant recommend to meet this requirement?
An organization has requested guidance on how to delete customers’ personal data when they are no longer associated with the company to stay compliant with global data protection and
privacy regulations.
Which solution should the consultant recommend to meet the requirement?
Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to
incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
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 Salesforce productivity feature should a consultant use to accomplish this requirement?
Universal Containers wants to add functionality to its Service Cloud implementation so
customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?
Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and
resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?
Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered.
What should the consultant recommend to prevent duplicate records from being created?
Cloud Kicks' service agents frequently receive requests for order updates. All order
information is managed by a separate cloud-based enterprise resource planning (ERP) system.
Agents currently jump between applications to search for these details and have asked if this process
can be improved.
Which approach should the consultant recommend to streamline the process?
Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the
Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?
Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.
Which prerequisite should the consultant consider?
Universal Containers is implementing Service Cloud to make the workflow more efficient
and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to
the right customer information?
Universal Containers (UC) has regional contact centers around the world. UC has
implemented Service Cloud with the organization wide default for Cases set to Private. The UC role
hierarchy is set up by region. Support managers want to see support metrics for their region by
default. UC needs a scalable solution.
Which strategy should a consultant recommend?
What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities?
Universal Containers (UC) is migrating from a legacy case management system to
Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?