Salesforce Service Cloud (SU20)

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Universal Containers in implementing the Salesforce Service Cloud. The company needs to reduce total case volume and the average amount of time spent by agents on cases.

Which solution would meet the requirements?

Use Escalation rules to move cases into the correct status; create reports to monitor the SLA adherence.

Enable agent chat functionality for customers and disable the ability to log a case from the customer portal.

Create reports on case age and queue backing; use escalation rules to modify management of missed SLA targets

Publish knowledge articles to the customer portal and enables the attachment of articles upon case closure.

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Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated return materials authorization (RMA) and / or Field Service Request (FSR). The original case cannot be closed until all RMAs and FSRs are closed. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object.

What should UC consider when designing the solution?

Relationship to the primary contact

RMA and FSR escalation requirements

Case closure rules on the original case

Visibility and access to the RMA and FSR records

Average incoming case volume

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Universal Containers needs to track the internal users who are involved with support cases. Certain status updates to the case should trigger an email notification to the users involved.

Which solution design will best address the requirements?

Use a custom object to track users and a workflow rule with an email action for notification of status changes.

Use case teams to track users and an apex trigger for notification of status changes

Use case teams to track and users and a workflow rule with an email action for notification of status changes

Use Account teams to track users and a workflow rule with an email action for notification of status changes

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Universal Containers is designing a contact center that will store 20 million cases. Of those, 3 million will need to be accessed for reporting and search.

Which approach will ensure best system performance?

Custom Search

Tiered Data strategy

Divisions

Custom indexes

Record type

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Universal Containers needs to integrate knowledge into the case management lifecycle.

Which integration point is possible between cases and knowledge?

Email articles in PDF format

Search knowledge using case information

Create articles when closing a case

Convert a case attachment to an article

Add a comment to an article

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Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

Telephony

Order Fulfillment

Marketing

Enterprise Resource Planning (ERP)

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Universal Containers plans to migrate data into SFDC from a legacy system.

Which step should be taken before performing the migration of the data?

Perform data cleansing

Normalize database

Enable data validation rules

Develop data Map

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

Web self service

Chat

Web to case

Email to case

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Universal Containers requires that only specific individuals be allowed to contact support on behalf of a client company.

Which feature should be used to meet this requirement?

Entitlement contacts to identify approved users

Case team feature to share case visibility

CTI adapter to block unknown numbers

Record owner field to manage record visibility

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An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling.

Which method should be used to improve the agent retention?

Extend benefits to part-time agents

Allow shift trading between agents

Mix telephony interactions with email and chat

Provide additional training and process

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Which statement is true regarding Salesforce Answers?

Answers can be exposed to customer portal users

External users can subscribe to Answers

Answers can be exposed to partner portal users

Answers can be attached to cases

Knowledge articles can be created from answers

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Universal Containers is evaluating the speed and productivity enhancements that could be obtained by implementing the new service cloud console.

Which benefit should the company expect when implementing the Service cloud console?

View records and related items as tabs on one screen

Customized mini page layouts for the console view

Screen pops open new object in the tabs to reduce interruptions

Customized view for the console in the customer portal

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Universal Containers currently offers 8-hour initial response time and a 24-hour resolution time for gold-level customers. Recently the company has had trouble delivering on the SLA due to poor visibility and an inability to measure SLA compliance.

Which design would enable UC to improve adherence to the SLA?

Configure assets to track service level and notify the case owner of the required
response time

Configure an entitlement process for the Gold customers with time-dependent
milestones and apply it to cases

Use a formula field to display the service level on cases and configure escalation rules to
notify the case owner every four hours

Route cases from the gold customers to a case queue and configure a report that shows
all open cases by status and age

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Universal Containers is implementing the Salesforce Service Cloud in its contact center and has the requirements 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 recommended?

Deploy based on the number of trainers available

Migrate case data and deploy to all users at once

Deploy in phases using countries as pilots

Migrate agents to force.com connect offline during deployment

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UC needs to display a custom picklist to track the reason for closing a case.

How should this requirement be met?

Configure the close case page layout

Create a close case record type

Configure field-level security

Create a close case visual force page

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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?

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

Remove the requirements from the list and communicate the change in scope to the project team

Document the gap between the original SOW and the current requirements and communicate development options to the project team

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

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Universal Telco Sells and supports a line of smart phones. The company offers support via phone, email-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?

Number of portal logins per day

Escalated calls

Average call handle time

Knowledge article usage

Cases by support channel

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Universal Containers needs to produce a dashboard in Salesforce that shows the average cost per call.

Which data needs to be available in Salesforce in order to create the report?

Talk time and wrap time

Agent hours worked and agent wage rate

Case status and case age

Average seconds to answer and talk time

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A call center manager needs to limit who can create knowledge articles for a team.

How would this be accomplished?

Hide the article management tab for users who should not be able to create and publish articles

Create a profile that includes the “manage Salesforce ” permission

Set the organization-wide default for articles to private and create read/write sharing rule

Create a validation rule that prevents articles from being saved if the creator has a specific profile

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Universal Health Services 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 for the implementation?

Load all articles with the apex data loader tool

Create multiple CSV files, one for each article type

Create a single CSV file, including all article types

Match each new article to an existing article type

Create HTML files referencing images to be uploaded

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Which statement regarding CTI adapter is true?

It is a server-based software program that controls the appearance and behavior of a Salesforce softphone

It does not require a software install for each call center user on a windows-based PC

It acts as an intermediary between telephony systems, the Salesforce call center application, and Salesforce user interface

It is based on the Salesforce CTI toolkit and consists of source code, libraries and files

Prebuilt CTI adapters for Different telephony systems are available on the force.com AppExchange

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Universal Containers needs to create a knowledge base where all content must be reviewed before it is displayed externally to customers.

Which solution could meet this requirement?

Enable answers on a sites page and create code to route answers to an administrator for approval

Enable ideas in the customer portal and leverage the Submit for approval button to review each idea

Enable knowledge for the customer portal and use the manage articles and publish feature

Enable solutions in the self – service portal and only publish articles in the reviewed status

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A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases.

How can the supervisor use this data to drive greater consistency in average time spent by Agents across the team?

Lower the target for entire team to that of Agent A

Build a dashboard to display individual performance vs. the team goal

Review case history and activities for Agents B and C

Document and share the practices of Agent A with the team via knowledge articles

Update case assignment rules to route more cases to agent A

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Which approach should be used to optimize the order process?

Organize the fields on the page layout to match each process

Create a custom object for each step in the process

Use force.com flow to streamline the process

Use visual force to create a wizard for each process

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Which metric should UC consider when designing the call center?

Number of cases closed by agent

Average number of attempts per contact

Average case age by agent

Number of outbound calls per day

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Universal Banking needs to provide a public knowledge base on its website. The company has 3 product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area.

How should knowledge be configured?

Create two data categories to display information (Question / Answer, Product info)

Create two article types to display information (Question / Answer, Product info)

Create 3 data categories for each product category (PB, Mortgage, CD)

Create 3 article types for each product area (PB, Mortgage, CD)

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Universal Containers designed a solution in a sandbox environment. In order to deploy the solution, several custom objects, page layouts, workflow rules, and reports must be migrated from the sandbox to the production environment.

How should this be accomplished?

Migrate by clicking the Refresh production button

Migrate using the data loader

Migrate using change sets

Manually re-create the configuration

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Which document should be created to support the initial planning phase of the implementation project?

Project kickoff presentation

Project milestones

Data mapping template

Solution design workbook

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How would a contact center use force.com flow?

To escalate a case to the support manager if it has been open for more than 72 hours

To automate business processes for agents who troubleshoot customer support issues via phone

To automatically assign cases to a specific queue based on the customer support level

To assign follow-up tasks to an agent one week after a case is update

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Which contact center type is most likely to implement IT infrastructure library (ITIL) to align with industry best practices?

IT Help Desk

Telesales center

HR Help Desk

Telemarketing center

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Universal Containers needs to measure how long it takes to resolve a case once a support agent has accepted the case from the queue.

How would this requirement be met?

Create a formula field to calculate the time between the standard Date / Time case create field and the date / time case closed field.

Create a formula field to calculate the total time spend in each status based on case history

Create a formula field to calculate the time between a custom case accepted date / time field and the standard date / time case closed field

Enable the case accepted time support setting to track the active time an agent spends on a case

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Universal Containers is implementing a solution to capture incoming emails as cases in Salesforce with the requirements listed below:
– Over 5,000 emails are captured and created cases
– Email filtering capabilities can be customized
– Solution runs 24/7 so that emails are captured during maintenance windows
– A software installation is not required

Which feature should be used to fulfill this requirements?

Connect for outlook

Email relay

On-demand email to case

Email-to-case

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What is the benefit of a quality monitoring system?

Teach new agents how to handle difficult situation

Enforce a consistent standard of service for customer integration

Capture inappropriate word usage and generate reports

Lower the average speed of answer (ASA)

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Universal Containers is designing a new process with the requirements listed below. Both support agents and product managers need to participate in the case process. Cases must be update as they move through the steps in the process. All changes to a case must be tracked.

Which configuration step is required for the new case management implementation?

Configure case status values

Create list views for each case queue

Update case comments using a trigger

Create contact roles and case teams

Enable field tracking history for fields

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Universal Containers’ Call Center manager needs to verify that agents are using articles in knowledge to assist with the call resolution.

Which report will help the manager measure use of knowledge by agents?

Total number of articles viewed in the customer portal

Total number of views of articles in knowledge

Total number of cases in associated with articles

Total number of articles published in knowledge

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Universal Containers needs to allow customers to log into its corporate website, view solutions from a Salesforce knowledge base and log cases.

Which product would meet all of these requirements?

Self-Service portal

Web-to-case

Force.com Sites

Customer Portal

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Universal Containers needs to automate the process of gathering and measuring customer satisfaction (CSAT). The process should be initiated at the time of case closure.

Which feature should be used to meet this requirement?

Install an AppExchange product for case survey functionality

Deploy the self-service portal CSAT survey widget

Create a case survey email template and auto-notification rule

Enable the send survey feature for cases

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Universal Containers needs to provide users with a case entry page that meets the requirements below:

– Launches from the account record.

– Provides a list of associated contacts and assets.

– Allows a user to associate contacts and assets with a new case.

– Allows for the creation of a new contact.

Which approach meets the requirements?

Create a visual force page for selecting the associated record and entering the new case information

Create an Apex page for selecting the associated records and entering the new case information

Modify the case page layout and enable quick create feature for contact creation.

Modify the case page layout to include attributes necessary for creating a new contact

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Universal Containers has implemented Salesforce knowledge and the support manager needs to measure adoption.

Which 2 metrics should be examined?

Number of cases associated per article

Number of cases closed per agent

Number of article searches by agent

Number of data categories

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UC has a contact center that provides support for five different product lines. UC needs to allow agents to share files, ask and answer questions, and share best practices specific for each product line.

What is the best method to meet this requirement?

Set up a chatter group for each product line

Set up document folders for each product line

Set up an internal ideas site for each product line

Set up case queues for each product line

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Which application will allow a client to enable ideas on a public website?

Partner portal

Customer portal

Self-service portal

Sites

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Universal Banking has customer support operations in both Canada and the US. Compliance regulations are listed below:

– Agent users in Canada can only view articles pertaining to Canadian Products.
– Agent users in US can only view articles pertaining to US-based products.

How should article visibility be configured to enforce the compliance rules?

Create geography-based roles to restrict access by mapping article types

Create geography-based roles to restrict access using data categories

Create geography based profiles to restrict access by mapping article types

Create geography based profiles to restrict access using data categories

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Universal Containers is designing a contact center focused on customer billing inquiries. The contact center variables are listed below:

– 2 million accounts in SFDC.

– 20 million invoices in an external application

– 600 support agents.

– 300,000 transactions processed daily across agents.

When agents view an account in Salesforce, they need to view the invoices associated with an account and view the detail of the invoices. However, agents do not need to update or report on invoice information.

Which solution would meet these requirements?

Create a bi-directional integration using the Salesforce API

Build a real time integration to import invoices into a SFDC custom object

Design a visual force page to display invoice data in SFDC based on a real-time call

Launch the customer billing application in Salesforce as a web tab

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Support agents need to verify that customers are eligible to receive customer support before they can update.

What object is used to verify that a customer is entitled to receive support?

Contacts

Case History

Products

Service Contracts

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Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores.

What customer-related metric should the customer support management analyze?

Escalated cases by account month to date

High priority cases opened by account month to date

Time spent by account year to ate

New cases opened by the account channel

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

What should a consultant recommend to meet this requirement?

Create an email template to send articles as PDF attachments

Enable suggested articles on new cases

Enable article submission during case close

Enable agents to create their own personal articles

Enable article customization for open cases

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What is a characteristic of Visual Workflow?

Elements can be used to update fields in the database

Apex code must be used to pass data to legacy systems

Apex code must be used to update fields in the database

Only one version of a flow can be activated at a time

Elements can be used to pass data to legacy systems

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

What approach should a consultant recommend?

Activate the Knowledge sidebar within the Salesforce Console for Service

Create a Knowledge Visualforce component on the case detail page

Activate the Knowledge sidebar on the case detail page

Create a Knowledge Visualforce component within the Salesforce Console for Service

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What are the basic concepts of Knowledge-Centered Support (KCS)?

Creating content as a result of solving issues

Rewarding learning, collaboration, sharing, and improving

Evolving content-based product lifecycles

Developing a knowledge base on the experience of an individual

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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?

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

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Which solution can be used to improve call deflection?

Community forum

Web chat

Knowledge base

Assignment Rules

Case Routing

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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

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Which native Service Cloud solution is used for case satisfaction surveys?

Create a Web-to-case form with a custom case type of survey.

Enable the case survey option on the case object.

Enable the case survey auto-response rule.

Check the survey option in the case settings.

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Universal containers uses social media to monitor new trends and issues that require a response by their community team.

What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

Implement salesforce radians 6 with filters against the company’s twitter account and assign new cases to twitter queue

Configure Salesforce Twitter force and workflow rules for negative product sentiments that automatically create a contact and a case

Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

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KCS (knowledge centered support)-what is it?

Standard for managing customer support and delivery

Method for social media management

Share knowledge with the business partners

Process for creating and maintaining knowledge

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What is a common deflection technique to reduce the number of interactions for a contact center?

Recommend articles during a call for a support agent

Suggest articles for a web-to-case question

Suggest articles for an email-to-case question

Recommend articles prior to a Live Agent session

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A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents.

Which reports can the help desk manager use to determine the quality of the articles?

Report on the articles followed in Chatter

Report on agent ratings on articles

Report on agent feedback on articles

Report on the articles attached to cases

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UC wants to deploy the Service Cloud to its contact centers located across North America, Europe and Asia. The company would like standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

Assign a global team of experienced agents and leaders to create a common design template and report structure

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting

Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization

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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

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Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.

Which action will improve the performance of the list
views?

Filter the views by case owner.

Remove filter criteria from the views.

Restrict visibility of the views.

Reduce the number of fields displayed.

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Universal Containers plans to deploy the new Service Cloud console to its support team.

Which steps should be considered in deployment?

Customize highlight panels for all objects.

Set up interaction logs and assign them to user profiles.

Assign users the Service Cloud User feature license.

Set up users and assign them to a queue.

Customize case list views.

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Which task should be included in a business continuity plan for a contact center?

Route cases to agents in an alternate center.

Disable the Interactive Voice Response (IVR) system.

Deliver training on case handling for contingent staff.

Update the case status field values.

Monitor service level agreements (SLAs) and notify customers.

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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

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A contact center manager is looking for ways to overall cost per case.

What Salesforce metrics should the contact center manager evaluate?

Average number of activities per case

Average number of articles attached to a case

Total number of cases by origin

Average customer satisfaction score by case

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A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.

What should a consultant recommend to accomplish this requirement?

Hide the Article Management tab for users who should have read-only access to articles.

Set the organization-wide default to private and create sharing rules for the FAQ article type

Enable the Manage Articles permission for the publisher profile and assign it to users

Create a publisher profile that includes create access on the FAQ article type.

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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?

Mass email

Communities

Public groups

Salesforce Chat

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A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems.

What option should a consultant recommend?

Implement an on demand telephony solution provided by a vendor.

Use a computer telephony integration (CTI) adapter that supports its telephony
system.

Create an API integration between Salesforce and the telephony system.

Build a custom computer telephony integration (CTI) adapter using the Toolkit.

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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?

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

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A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.

What should be the first step in configuration and customization?

Create user profiles or permission sets

Enable Chatter Messenger for the organization

Enable Live Agent for the organization

Create an iframe to display the chat window

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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

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How can the supervisor use this data to drive greater consistency in average time spent by agents across the team?

Document and share the practices of Agent A with the team via knowledge articles

Lower the target for entire team to that of Agent A

Review case history and activities for Agents B and C

Build a dashboard to display individual performance by agent versus the team goal

Update case assignment rules to route more cases to Agent A

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A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts.

Which feature will help the support agent send this question to the right group of people?

Mass Email

Chatter Groups

Public Groups

Escalation Rules

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A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents.

Which reports can the help desk manager use to determine the quality of the articles?

Report on the articles attached in cases.

Report on articles followed in Chatter.

Report on agent ratings on articles.

Report on agent feedback on articles.

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All of the following objects may have a queue EXCEPT?

Accounts

Cases

Leads

Custom Objects

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At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client’s system integration.

What would the consultant recommend to expedite the handling of these cases?

Build a repository of Knowledge articles related to integration and share it with the customer.

Enable Chatter case feed and add product development team members to the case team.

Create a related child case and assign the child case to the product development team.

Create a private Chatter group with customers and invite key individuals to join the group.

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Auto Response rules work on which objects?

Leads and Cases

Leads and accounts

Accounts and Opportunity

Accounts and Cases

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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?

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

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Ensure the contracted service level requirements for its clients are being met.

What should be configured?

Entitlement processes, contract line items, milestones, entitlements

Entitlement processes, contract line items and Entitlements

Entitlement processes, contract line items, milestones, milestone actions

Entitlement processes, milestones milestone actions, and entitlements

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For which purpose should a contact center use Visual Flow?

To assign follow-up tasks to an agent one week after a case is closed.

To automatically assign cases to a specific queue based on the customer support level

To escalate to the support manager if it has been open for more than 72 hours

To automate business processes for agents who troubleshoot customer support issues via phone

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If you delete a case, which two also get deleted?

Account

Solution

Event

Attachments

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Support agents need to verify that customers are eligible to receive support before they can update the case.

What object is used to verify that a customer is entitled to receive support?

Case history

Products

Service contracts

Contacts

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The cost of service for Universal Containers contact centers has steadily increased.

What solution should a consultant recommend to help reduce the cost of service?

Enable Ideas in a customer portal

Enable Chatter for agent collaboration

Create auto-response templates for incoming emails

Enable Live Agent to handle incoming service inquiries

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The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer.

Which tasks should be completed prior to UAT?

Verification of the production migration checklist

Approval of test scripts from the business lead

Verification that sample data has been loaded

Fund customer approval on training materials

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Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area.

How should Knowledge be configured?

Create three article types for each product area (Personal Banking, Mortgage, CD).

Create three data categories for each product area (Personal Banking, Mortgage, CD).

Create two data categories to display information (Question/Answer, Product Info).

Create two article types to display information (Question/Answer, Product Info)

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Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to allow first-call resolution rate.

What can be done to improve the first-call resolution rate?

Reduce the cost per call

Align agent performance goals with KPIs

Train support agents

Hire additional support agents

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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?

First call resolution

Average handle time

Upsell percentage

Customer retention

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Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond incoming cases within two hours of case creation.

Which solution would help Universal Containers meet SLA?

Use case auto-response rules to send an email to support managers with case creation.

Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

Create a rule to send an email to support managers when a case is created and assigned to a queue.

Create a rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

88 of 100

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email.

Which options are available with Email-to-Case?

Only one inbound email address can be used for Email-to-Case

Follow-up emails and attachments related to a case are attached to the case

Assignment, escalation, and workflow rules are processed on inbound emails

Follow-up emails related to a case will update the case comments

89 of 100

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.

Which tools should be used for migration functionality?

Data loader, change sets, and Force.com Excel Connector

Visual Workflow, data loader, and Force.com IDE

Force.com migration tool, Force.com IDE, and change sets

Mass transfer records, change sets, and Force.com migration tool

90 of 100

Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Service Cloud portal and plans to allow customers to be authenticated users to increase self-service rates.

Which method should be used to enable the customers on the portal?

Have agents manually create users when portal access is requested by customers.

Identify active customers and send them registration instructions via email.

Create active customers as portal users and send them email notifications

Have agents provide customers with portal registration instructions when working a case

91 of 100

Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base.

What metric cap the manager use to measure the adoption of Knowledge?

Create a report that displays the number of article searched during the past two months.

Create a report that displays the number of articles associated to data categories during the past two months.

Create a report that displays the number of cases with articles attached during the past two months.

Create a report that displays the number of new articles created during the past two months.

92 of 100

Universal Containers is concerned with system performance in its contact center because the number of contact records has exceeded 40 million.

What platform functionality might be affected by the number of contact records?

Contact related list load time

Contact view page load time

Contact report run time

Contact list view edit time

93 of 100

Universal Containers is designing a contact center focused on customer billing inquires. The contact center includes the variables listed below.
– 2 million accounts in Salesforce
– 20 million invoices in an external application
– 600 support agents
– 300,000 transactions processed daily across agents
When agents view an account in Salesforce, they need to view the invoices associated with an account and view the detail of the invoices. However, agents do not need to update or report on invoice information.

Which solution would meet these requirements?

Create a bi-directional integration using the Salesforce API

Build a real-time integration to import invoices into a Salesforce custom object

Launch the customer billing application in Salesforce as a Web tab

Design a Visualforce page to display invoice data in Salesforce based on a real-time call

94 of 100

Universal Containers is evaluating the speed and productivity enhancements that could be obtained by implementing the new Service Cloud console.

Which benefit should the company expect when implementing the Service Cloud console?

View records and related items as tabs on one screen

Screen pops open new object in tabs to reduce interruptions

Customized mini page layouts for the console view

Customized view for the console in the customer portal

95 of 100

Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.

Which customer requirement would require the use of Email-to-Case?

Accepts email attachments larger than 10 MB

Accepts attachments from emails

Handles more the 10,000 emails a day

Requires the use of Transport Layout Security (TLS)

96 of 100

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 recommended?

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

97 of 100

Universal Containers is implementing the Service Cloud console.

Which capabilities of the console can the company use to help improve its contact center performance?

Allows Chatter Messenger to be used between agents

Displays records and their related items as tabs on one screen

Is available for users in the partner portal

Indicates when records and lists are changed by others

98 of 100

Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.

How to accomplish this task?

Use workflow rules to send an email to the customer.

Use auto-response rules to send an email to the customer.

Use assignment rules to assign the case to a case queue.

Use escalation rules to assign the case to a case queue.

99 of 100

Universal Containers is setting up a field service dispatch contact center.

Which functionality should be considered when designing the contact center?

Chatter groups for customer

Mobile access to case information

Visibility into service entitlements

Predictive dialer for outbound calls

100 of 100

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?

Assign the correct 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

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