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Salesforce Certified Service Cloud Consultant Practice Test - Questions Answers, Page 19

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Question 181

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Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.

Which approach should a consulatant implement?

Define case auto-response rules.
Define case auto-response rules.
Use Flow Builder to create a flow with a scheduled path.
Use Flow Builder to create a flow with a scheduled path.
Establish case assignment rules.
Establish case assignment rules.
Configure case escalation rules.
Configure case escalation rules.
Suggested answer: D

Explanation:

Configuring case escalation rules is an approach that can notify support managers when a new case has been untouched for more than two business days. Case escalation rules are tools that allow administrators to define the conditions and actions for escalating cases to higher-level agents or managers. Case escalation rules can help ensure that cases are handled in a timely and efficient manner. Verified

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

asked 23/09/2024
Solanki Narendra
34 questions

Question 182

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Cloud Kiks uses Dialer and one-lick calling to initiate phoe calls to customers. They have recently recived complaints from customers who have set their communication preference to email only or text only.

What should a consultant recommend to meet the requirements?

Configuration a Validation Rule to block on-click calling.
Configuration a Validation Rule to block on-click calling.
Set the Contact Do not Call field value to true.
Set the Contact Do not Call field value to true.
Configure Dialer to use Voicemail Crop by default.
Configure Dialer to use Voicemail Crop by default.
Use Dynamic Forms to conditionally hide the one-click field.
Use Dynamic Forms to conditionally hide the one-click field.
Suggested answer: B

Explanation:

Setting the Contact Do not Call field value to true is a solution that can prevent one-click calling to customers who have set their communication preference to email only or text only. The Do not Call field is a standard field on the Contact object that indicates whether the contact does not want to receive phone calls. Setting this field to true will disable the one-click calling feature for that contact and show a warning message if an agent tries to call them. Verified

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

asked 23/09/2024
JAMIE JARAMILLO LOOR
37 questions

Question 183

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Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.

Which three aspect should the consultant consider to meet the requirements?

Choose 3 answers

Work order and customer contact escalation requiements
Work order and customer contact escalation requiements
Visibility and accesst to the work order records
Visibility and accesst to the work order records
Total number of accound and contact records in the database
Total number of accound and contact records in the database
Accoun team relationship to the primary contact
Accoun team relationship to the primary contact
Case closure rules on the original case
Case closure rules on the original case
Suggested answer: A, B, E

Explanation:

These are three aspects that the consultant should consider to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object. Work order and customer contact escalation requirements are aspects that affect how urgent and complex the work orders and customer contacts are, and how they should be handled by different levels of agents or managers. Visibility and access to the work order records are aspects that affect who can view and edit the work order records, and how they are shared with other users or groups. Case closure rules on the original case are aspects that affect when and how the original case can be closed, and what actions need to be performed on the related records before closing the case. Verified

Reference: : https://help.salesforce.com/s/articleView?id=sf.work_orders_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_escalation_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.sharing_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_closure_rules.htm&type=5

asked 23/09/2024
Matt Gifford
33 questions

Question 184

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Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.

What should a consultant recommend to meet the requirements?

Use translation Workbech to localize each Quick Text.
Use translation Workbech to localize each Quick Text.
Set the Organization-Wide default to Public Ready Only.
Set the Organization-Wide default to Public Ready Only.
Share the Folder with Quick text for each language.
Share the Folder with Quick text for each language.
Share each Quick Text individually to Public Groups.
Share each Quick Text individually to Public Groups.
Suggested answer: C

Explanation:

Sharing the Folder with Quick Text for each language is the recommended solution to meet the requirements, because it allows CK to consolidate, translate, and share the common responses as Quick Text. Quick Text is a feature that enables service agents to insert predefined messages, such as greetings, answers, or closing statements, into emails, chats, tasks, events, and more. Quick Text can be organized into folders and shared with different groups of users based on their language or role. Quick Text can also be translated into multiple languages using Translation Workbench or a third-party service. Verified

Reference: : Quick Text Overview : : Share Quick Text Using a Folder in Lightning Experience : : Translate Quick Text

asked 23/09/2024
Walter van der Heijden
42 questions

Question 185

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Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.

What is the recommended feature to meet the requirement?

Create a blocking rule.
Create a blocking rule.
Enable Assistance Flag Configuration setting.
Enable Assistance Flag Configuration setting.
Create sensitive data rules.
Create sensitive data rules.
Enable Sneak Peek Configuration setting.
Enable Sneak Peek Configuration setting.
Suggested answer: A

Explanation:

A blocking rule is the recommended feature to meet the requirement, because it allows CK to prevent abusive customers from starting future chat sessions. A blocking rule is a rule that blocks chat requests from visitors who match certain criteria, such as IP address, browser, or device. A blocking rule can be created from Setup > Chat Blocking Rules. Verified

Reference: : Create Blocking Rules for Chat

asked 23/09/2024
Matthew Isaacs
37 questions

Question 186

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Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

Experience Cloud Create Case Form
Experience Cloud Create Case Form
Web-to-Case
Web-to-Case
Contact Request Flow
Contact Request Flow
On-Demand Email-to-Case
On-Demand Email-to-Case
Suggested answer: A

Explanation:

Experience Cloud Create Case Form is the recommended feature to meet the requirement, because it allows external customers to easily create cases and attach files up to 2 GB in size. Experience Cloud Create Case Form is a standard component that can be added to any Experience Cloud site or page, and can be customized to include fields, labels, and buttons. Verified

Reference: : Create Case Form Component

asked 23/09/2024
Aubrey Oliver Jr
34 questions

Question 187

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The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.

What are two places the messages can be routed to?

Choose 2 answers

Chatter Group
Chatter Group
Web Chat
Web Chat
Einstein Bots
Einstein Bots
Call Center Agent
Call Center Agent
Suggested answer: C, D

Explanation:

Einstein Bots and Call Center Agents are two places where the messages can be routed to. Einstein Bots are automated chat agents that can handle common customer requests, such as checking order status, resetting passwords, or updating information. Call Center Agents are human agents who can take over the conversation from Einstein Bots when more complex or personalized assistance is needed. Verified

Reference: : Einstein Bots Overview : : Call Center Agents Overview

asked 23/09/2024
Giorgio Bertocchi
39 questions

Question 188

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Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.

What should a consultant recommend?

Change the Run Apex As User to a service agent profile.
Change the Run Apex As User to a service agent profile.
In Inbound Setting, set Enable Case Reopen to 3 days.
In Inbound Setting, set Enable Case Reopen to 3 days.
Establish Duplicate Rules to find similar cases.
Establish Duplicate Rules to find similar cases.
Configure a Macro to close the duplicate case
Configure a Macro to close the duplicate case
Suggested answer: B

Explanation:

This is the recommended solution to prevent duplicate cases when a customer makes a new social post after closing a case. In Inbound Settings, there is an option to enable case reopen, which allows a closed case to be reopened when a customer replies on the same social network within a specified number of days. Setting this option to 3 days means that if a customer posts a new comment on Facebook or Twitter within 3 days of closing a case, the original case will be reopened instead of creating a new one. Verified

Reference: : Enable Case Reopen

asked 23/09/2024
Jordan Pfingsten
44 questions

Question 189

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Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.

Which methodoogy should a consultant recommend?

Extremen Programming
Extremen Programming
Lean Development
Lean Development
Scrum
Scrum
Kanban
Kanban
Suggested answer: D

Explanation:

Kanban is the recommended methodology to meet the requirements, because it allows CK to optimize its development process by visualizing the workflow, limiting the work in progress, and improving efficiency and quality. Kanban is a method that uses a board with columns and cards to represent the stages and tasks of a project, and helps teams monitor and manage their work flow. Kanban also encourages teams to limit the amount of work in each stage based on their capacity and bandwidth, and to focus on delivering value to customers. Verified

Reference: : Kanban Methodology

asked 23/09/2024
Mitesh Patel
44 questions

Question 190

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Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.

Use a Most Aavailable Routing Model which will assign to the agent that be available next.
Use a Most Aavailable Routing Model which will assign to the agent that be available next.
Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
Configure an Overflow Assignee with a user or queue outside the routing configuration.
Configure an Overflow Assignee with a user or queue outside the routing configuration.
Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
Suggested answer: C

Explanation:

This is the recommended solution to handle high volume incidents where over 200,000 cases are opened. An Overflow Assignee is an option that can be configured in Omni-Channel Routing Configurations, which allows CK to specify a user or queue that will receive work items when the routing configuration reaches its maximum capacity. An Overflow Assignee can help CK distribute the workload and avoid losing work items during peak periods. Verified

Reference: : Overflow Assignee

asked 23/09/2024
Anshul Vyas
37 questions
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