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Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 13

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Question 121

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to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

Add the knowledge related list to the case record page
Add the knowledge related list to the case record page
Add the knowledge tab to the service console
Add the knowledge tab to the service console
Add knowledge component to case record page
Add knowledge component to case record page
Add knowledge data categories to each case
Add knowledge data categories to each case
Suggested answer: C

Explanation:

Adding knowledge component to case record page is a solution that can enable Universal Containers to display a list of relevant knowledge articles on case record page. Knowledge component is a Lightning component that allows agents to search, view, and attach articles to cases from the case record page. Knowledge component also shows suggested articles based on the case information and the agent's profile. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_component_suggested.htm&type=5

asked 23/09/2024
Anthony Zaborski
48 questions

Question 122

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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 KCS adoption?

Choose 2 answers

A knowledge article life cycle that is implemented correctly the first time and does not need to change
A knowledge article life cycle that is implemented correctly the first time and does not need to change
A knowledge article life cycle that evolves based on usage and demand
A knowledge article life cycle that evolves based on usage and demand
Reduced issue resolution time
Reduced issue resolution time
Reduced first contact resolution
Reduced first contact resolution
Suggested answer: B, C

Explanation:

These are two benefits that can be expected from Knowledge-Centered Support (KCS) adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves based on usage and demand, meaning that articles are updated and improved based on feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by enabling agents to find and reuse existing knowledge articles, as well as creating new articles for future use. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_benefits.htm&type=5

asked 23/09/2024
Jonas Junker
42 questions

Question 123

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Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.

Which solution should a consultant recommend?

Web-to-Case
Web-to-Case
Email-to-Case
Email-to-Case
Salesforce for Outlook
Salesforce for Outlook
On-Demand Email-to-Case
On-Demand Email-to-Case
Suggested answer: B

Explanation:

Email-to-Case is a solution that can meet the requirement of Universal Containers' email policy that requires all email traffic to remain within its firewall. Email-to-Case allows administrators to set up an email service that runs on their own servers and converts email messages into cases in Salesforce. Email-to-Case does not require any email messages to be sent or received outside the company's firewall, unlike On-Demand Email-to-Case. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.case_email_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_email_email2case.htm&type=5

asked 23/09/2024
Nora Daniels
36 questions

Question 124

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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 date migration?

Prepare, plan, Test, execute, validate.
Prepare, plan, Test, execute, validate.
Plan, prepare, test, execute, validate.
Plan, prepare, test, execute, validate.
Plan, prepare, validate, execute, test
Plan, prepare, validate, execute, test
Prepare, plan, validate, execute, test
Prepare, plan, validate, execute, test
Suggested answer: B

Explanation:

Plan, prepare, test, execute, validate is the approach that the consultant should use for data migration from the legacy case management system to Salesforce. This approach follows the best practices for data migration projects, such as defining the scope, mapping the fields, cleaning the data, testing the migration process, executing the migration in batches, and validating the results. Verified

Reference: : https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_process : https://trailhead.salesforce.com/en/content/learn/modules/data_migration/data_migration_best_practices

asked 23/09/2024
Oleksandr Kondratchuk
33 questions

Question 125

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Universal Containers wants to implement a customer service community.

The goal of the community is to enable community members to access, create, and manage cases online.

How should the consultant implement these requirements?

Create a sharing rule to share the contact record with the community member.
Create a sharing rule to share the contact record with the community member.
Change the org-wide default for cases and contacts internal access to private.
Change the org-wide default for cases and contacts internal access to private.
Set up a sharing set to grant access based on the community member's contact record.
Set up a sharing set to grant access based on the community member's contact record.
Update the case assignment rule to add the community member to the predefined case team.
Update the case assignment rule to add the community member to the predefined case team.
Suggested answer: C

Explanation:

Setting up a sharing set to grant access based on the community member's contact record is a solution that can implement the requirement of enabling community members to access, create, and manage cases online. A sharing set is a feature that allows administrators to grant access to records for community users based on their user profile and a common field on the user and parent records, such as the contact or account fields. A sharing set can help ensure that community members can only see and edit their own cases or cases related to their contact or account. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.networks_sharing_set_create.htm&type=5

asked 23/09/2024
Elias Lopez III
44 questions

Question 126

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A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.

What is the recommended case deflection solution?

Chat for Web and In-App
Chat for Web and In-App
Digital Engagement Messaging
Digital Engagement Messaging
Social Customer Service
Social Customer Service
Einstein Bo
Einstein Bo
Suggested answer: D

Explanation:

Einstein Bot is a case deflection solution that can provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp. Einstein Bot is an automated chat agent that can handle simple and repetitive customer requests, such as password resets and order inquiries, without involving a human agent. Einstein Bot can be integrated with various messaging platforms, such as web chat, SMS, Facebook Messenger, and WhatsApp. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.bot_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.bot_channels.htm&type=5

asked 23/09/2024
Loyiso Gawula
35 questions

Question 127

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Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.

Which two features should a Consultant recommend?

Choose 2 answers

Facebook Messaging
Facebook Messaging
Escalation Rules
Escalation Rules
Chat
Chat
Case Auto-Response
Case Auto-Response
Suggested answer: C, D

Explanation:

These are two features that a consultant should recommend to help reduce the call wait time and improve customer service. Chat is a feature that allows customers to interact with agents in real time through a web-based chat window. Chat can help reduce the call volume and provide faster and more personalized service. Case Auto-Response is a feature that allows administrators to set up automatic email responses to customers who submit cases via email or web. Case Auto-Response can help acknowledge the receipt of the case, provide a case number, and set expectations for the resolution time. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.live_agent_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_email_autoresponse.htm&type=5

asked 23/09/2024
Pedro Pereira
36 questions

Question 128

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universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

Create SF cases to have omni channel enabled
Create SF cases to have omni channel enabled
create the necessary objects in SF
create the necessary objects in SF
customize service channel settings to define how the org receives work various sources
customize service channel settings to define how the org receives work various sources
From setup select omnichannel and select enable omni channel
From setup select omnichannel and select enable omni channel
Suggested answer: C

Explanation:

Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_service_channels.htm&type=5

asked 23/09/2024
Chris Houck
33 questions

Question 129

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what approach should a consultant use to ensure that knowledge search only display articles for a servcie agents product specialization ?

Crreate an article action for each record type;assign record types to service agents
Crreate an article action for each record type;assign record types to service agents
Create a page layout for each record type ;assign layouts to servce agents
Create a page layout for each record type ;assign layouts to servce agents
Create a permission set for each record type ;assignpermisisons to service agents
Create a permission set for each record type ;assignpermisisons to service agents
create a data category for each product assign data categories to service agents.
create a data category for each product assign data categories to service agents.
Suggested answer: D

Explanation:

Creating a data category for each product and assigning data categories to service agents is an approach that can ensure that knowledge search only displays articles for a service agent's product specialization. Data categories are classifications that can be used to organize and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data categories are accessible for each user. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5

asked 23/09/2024
haythem BRIGUI
31 questions

Question 130

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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?

Assign team-based roles to the associated product article types
Assign team-based roles to the associated product article types
Assign team-based profiles to the associated product article types
Assign team-based profiles to the associated product article types
Assign team-based roles to the associated product data category value
Assign team-based roles to the associated product data category value
Assign team-based profiles to the associated product data category value
Assign team-based profiles to the associated product data category value
Suggested answer: D

Explanation:

Assigning team-based profiles to the associated product data category value is a solution that can meet the requirement of allowing contact center agents to only view articles for the product they support. Data category values are subcategories that can be used to further refine and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data category values are accessible for each user. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5

asked 23/09/2024
Robert Fox
50 questions
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