Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.What solution should the consultant recommend to meet this request?

Create a Customer Experience Cloud site.

Implement Recommended Articles.

Deploy a Partner Central Community.

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

Cases report sorted by Rep and Case Owner

Cases report sorted by Rep and Case CreatedDate

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

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

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.

What are three considerations when adding a report chart to a Console Component?Choose 3 answers

The report is a Summary or Matrix report.

The report chart is added to the Page Layout.

The report is shared with a Chatter Group.

The report has a standard Report Type.

The report is a Summary or Matrix report.

The report chart is added to the Page Layout.

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?

While holding for a support agent

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

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.

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?Choose 3 answers

Attachments and .html files in Classic Knowledge are moved to the Files object.

Visualforce pages refer to Classic article types.

Article numbers change during migration.

Attachments and .html files in Classic Knowledge are moved to the Files object.

Visualforce pages refer to Classic article types.

Each article must be associated to a record type.

Approval process history migrate to Lightning Knowledge.

Article numbers change during migration.

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.

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

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.

Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.What two solutions can a consultant suggest to meet the agent's requirements?Choose 2 answers

Add conditional logic to the instructions

Add a formula block to the macro

Add multiple ELSE IF blocks after the IF block

Add conditional logic to the instructions

Create a formula to build the macro logic around

Add a formula block to the macro

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.How should a consultant correct this problem

Grant Authors access to the FaQ record type

Grant Authors access to the FAQ article type.

Set article Org Wide Default to Public ReadWrite.

Add Authors to the FaQ Data Category.

Grant Authors access to the FaQ record type

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

Plan and communicate the deployment to all users of the organization in advance.

Select a window of time when users will NOT be making changes to the organization.

Migrate a test deployment to a staging environment for a smoother real-life experience.

Ensure that at least 60% of the code is covered by unit tests before deploying to production.

Plan and communicate the deployment to all users of the organization in advance.

Select a window of time when users will NOT be making changes to the organization.

Ensure all users refrain from logging into production for an entire day prior to deployment.

Migrate a test deployment to a staging environment for a smoother real-life experience.

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.Which three best practices should a consultant recommend?Choose 3 answers

Standardize all rows to match Salesforce data types.

Deduplicate the data before importing into Salesforce,

Install the Data Quality Analysis Dashboards from the AppExchange.

Import the records and create a workflow rule to change the data type.

Standardize all rows to match Salesforce data types.

Import the records and use Duplicate Management.

Deduplicate the data before importing into Salesforce,

Install the Data Quality Analysis Dashboards from the AppExchange.

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.How should a Consultant accomplish this?

Standard Web-to-Case with assignment rules

Standard Email-to-Case with assignment rules

Lightning Email with web routing prioritization

Omni-Channel with prioritized queues

Standard Web-to-Case with assignment rules

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.

The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.What should a consultant recommend to address this problem?

Provide a self-help Customer Community.

Limit Customers to 5 Cases per day.

Provide a self-help Customer Community.

Ask sales reps to respond to support Cases

Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

Visualforce custom page Questions & Answers PDF Page 6

what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

Customize the lightning console chat page

Configure a chat validation rule

ConfigureLightningGuided Engagement

A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

The Chat Transcript and Case are transferred.

The Customer is shown the new Representative's Name

Both Service Reps can chat with the Customer.

The Customer does not know they were transferred.

The Chat Transcript and Case are transferred.

The Customer is shown the new Representative's Name

UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?

Manuallyre create the Permission sets

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?

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

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

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

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.

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

The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.Which two reports should the contact center manager present to executive management?Choose 2 answers

Number of cases created - - Site by month

Number of cases closed by a self-service user

Average call handle time by team.

Number of cases created - - Site by month

Number of IVR inquiries without agent involvement.

Number of cases closed by a self-service user

After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.How shoud a consultant correct this problem?

Grant authors access to the FAQ records type

Grant Authors acess to FAQ artcle type

Set Article Or Wide to Public Read Write

Add Authors to the FAQ data category

Grant authors access to the FAQ records type

Universal Containers wants to be able to assign cases based on the same criteria they use for chat .Which feature should a consultant recommend?

Omni-channel Queue-based routing

Case Skills-based Assignment Rules

Omni-channel Queue-based routing

Omni-channel Skills-based routing

Universal conatiners 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

Filter the views by case owner.

Reduce the number of fields displayed.

Filter the views by case owner.

Restrict visibility of the views.

Reduce the number of fields displayed.

Remove filter criteria from the views.

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:

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

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

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

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

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

service representatives are complaining that their lightning service console is too crowdedMaking it difficult to find tab and features required. After reviewing service console all configured features are required.

Define criteria-based record page components

Create multiple console layouts

universal containers is implementing a customer community using the customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement

Utilize topic tags for each product type

Define article types with sharing settings

Enable suggested artciels in the community

Utilize topic tags for each product type

Set the visibility to the data categories

the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

Reporting Snapshots by call center

DynamicDahsbaord by Call Center

Reporting Snapshots by call center

Report Subscriptions by call center

Case report grouped by call center

Salesforce Certified Service Cloud Consultant Practice Test 3

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.

Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

Become a Premium Member for full access

Unlock Premium Member

Salesforce Certified Service Cloud Consultant Practice Test 3

Question

Salesforce Certified Service Cloud Consultant Practice Tests

Practice Tests