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NEW QUESTION # 19
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?
- A. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
- B. Gather organizational vision, map processes, plan for user feedback, and define metrics.
- C. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
Answer: C
Explanation:
In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback. This structured approach ensures alignment with organizational goals, efficiency in processes, measurable outcomes, and continuous improvement based on feedback.
NEW QUESTION # 20
A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?
- A. Last modified date and total number of article views in the last year
- B. Original creation date and total number of article views in the last year
- C. Last modified date and terms searched frequently in the last year
Answer: A
Explanation:
When migrating an external knowledge base into Salesforce Knowledge, considering the last modified date and total number of article views in the last year is essential. These factors help identify the most relevant and frequently used content, ensuring that the migrated knowledge base is up-to-date and meets the users' needs. The last modified date indicates the currency of the information, suggesting that the content is still relevant and maintained. The total number of views serves as an indicator of the article's usefulness and popularity among users. Focusing on these factors during the migration process ensures that the most valuable and current content is prioritized, enhancing the effectiveness of the Salesforce Knowledge base.
NEW QUESTION # 21
service representatives are complaining that their lightning service console is too crowded
Making it difficult to find tab and features required. After reviewing service console all configured features are required.
- A. Enable keyboard shortcuts
- B. Configure Macros
- C. Define criteria-based record page components
- D. Create multiple console layouts
Answer: A
NEW QUESTION # 22
What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?
- A. Customize the pre-chat form.
- B. Customize the Lightning Console chat page.
- C. Customize Intents using Einstein Chatbots.
Answer: A
Explanation:
Customizing the pre-chat form allows for the collection of sufficient information from customers before a chat session begins. This ensures that service agents have the context and details needed to respond effectively, improving the efficiency and quality of chat interactions.
NEW QUESTION # 23
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Lightning Row for Service
- B. Path for Cases
- C. Lightning Process Builder
- D. Interaction Log
Answer: B,D
Explanation:
Interaction Log and Path for Cases are features that a consultant should integrate into the Service Console to assist agents with a standardized agent-customer dialog. Interaction Log is a component that allows agents to log notes and activities related to a record, such as calls, emails, tasks, or events. Agents can use the Interaction Log to capture important information from their conversations with customers and track their actions. Path for Cases is a feature that allows agents to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Agents can use Path for Cases to follow a consistent and effective support process. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Use the Interaction Log Component, Set Up Path for Cases
NEW QUESTION # 24
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
- A. Chatter Group
- B. Call Center Agent
- C. Web Chat
- D. Einstein Bots
Answer: C,D
NEW QUESTION # 25
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
- A. Entitlement processes, contracts, milestones, and milestone actions
- B. Entitlement processes, contract line items, milestones, and entitlements
- C. Entitlement processes, contracts, contract line Items, and entitlements
- D. Entitlement processes, milestones, milestone actions, and entitlements
Answer: D
Explanation:
Entitlement processes, milestones, milestone actions, and entitlements are features that can be configured to ensure the contracted service level requirements for its clients are being met. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Entitlement processes define the timeline and steps required to deliver support to customers. Milestones define the critical steps in the support process, such as first response time or resolution time, and track whether they are completed on time. Milestone actions define the automated actions that occur when a milestone is approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
NEW QUESTION # 26
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?
- A. Create a new Case record type.
- B. Enable Feed Tracking.
- C. Install an AppExchange app.
Answer: C
NEW QUESTION # 27
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The chat transcripts and case are transferred
- B. Both Service Reps can chat with the customer
- C. The Customer is shown the new Rep's name
- D. The Customer doesn't know they were transferred
Answer: A,C
NEW QUESTION # 28
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
- A. Lightning Flow Component
- B. Lightning Guided Engagement
- C. Path for Cases
- D. Service Console Macros
Answer: C
Explanation:
Path for Cases is a feature that allows service reps to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Path for Cases can help a Tier 2 service representative take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting by showing them the current status and values of the case. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Set Up Path for Cases
NEW QUESTION # 29
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
- A. The VP of service
- B. Let the dashboard viewers choose
- C. The user creating the dashboard
- D. The dashboard viewer
Answer: D
Explanation:
The dashboard viewer is the recommended running user to meet the requirements of standardizing the service KPIs for response time and first case closure rates. The dashboard viewer is a setting that allows the dashboard to display data according to the security settings of the user who is viewing it. This means that each user will see the same KPIs calculated using only the data they can access. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.dashboards_running_user.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5
NEW QUESTION # 30
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?
- A. Service Contracts
- B. Reports and Dashboards
- C. Entitlements and Milestones
Answer: C
NEW QUESTION # 31
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?
- A. Global Shared Macro
- B. Actions & Recommendations component
- C. Omni-Channel Utility widget
- D. Personalised navigation menu
Answer: C
Explanation:
The Omni-Channel Utility widget is a component that can be added to the Service Console to allow agents to see their work status, accept incoming work items, and view their work queue. The widget also displays notifications and alerts for agents when they receive new work or when their status changes. Verified Reference: : Omni-Channel Utility Widget
NEW QUESTION # 32
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?
- A. Use the Clone option to create a new article.
- B. Use Smart Link to Article to select the prior version.
- C. Enable Knowledge User for Service Agents.
- D. Select Flag as new version' checkbox when publishing.
Answer: B
NEW QUESTION # 33
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?
- A. Web-to-Case with reCAPTCHA enabled
- B. On-Demand Email-to-Case Threading
- C. Web-to-Case with Einstein Case Classification
Answer: A
NEW QUESTION # 34
Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.
What should a consultant recommend to meet the requirements?
- A. Screen flow launched from a global action.
- B. History Utility in the Utility bar.
- C. Actions & Recommendations component.
- D. Recent Items set to Account object.
Answer: B
Explanation:
History Utility in the Utility bar is a feature that can enable service agents to share links to recently opened subtabs with other users to swarm on cases. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and copy the URL of the subtab to share with other users. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_history_share.htm&type=5
NEW QUESTION # 35
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Configure the new app in developer org and use an unmanaged package to deploy to production.
- B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- C. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- D. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
Answer: A
NEW QUESTION # 36
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
- A. Set up assignment rules and case queues.
- B. Set up escalation rules.
- C. Set up self-service Knowledge.
Answer: C
Explanation:
To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is recommended. Providing customers with easy access to Knowledge articles enables them to find answers to their queries without the need for direct agent interaction, potentially reducing call volumes and call abandonment rates by offering alternative solutions.
NEW QUESTION # 37
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Define Case Auto-Response Rules.
- B. Configure Case Escalation Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Establish Case Assignment Rules.
Answer: B
NEW QUESTION # 38
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Ensure all users refrain from logging into production for an entire day prior to deployment.
- B. Migrate a test deployment to a staging environment for a smoother real-life experience.
- C. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- D. Plan and communicate the deployment to all users of the organization in advance.
- E. Select a window of time when users will NOT be making changes to the organization.
Answer: B,D,E
Explanation:
These are three best practices that should be used when deploying Salesforce functionality to production. Planning and communicating the deployment to all users of the organization in advance will help avoid confusion and disruption, as well as ensure user adoption and feedback. Selecting a window of time when users will NOT be making changes to the organization will prevent data loss, conflicts, and errors during the deployment process. Ensuring all users refrain from logging into production for an entire day prior to deployment will minimize the risk of overwriting or corrupting the deployed functionality. Verified Reference: : https://trailhead.salesforce.com/en/content/learn/modules/application-lifecycle-and-development-models/plan-and-prepare-for-deployments : https://trailhead.salesforce.com/en/content/learn/modules/application-lifecycle-and-development-models/deploy-changes-to-production
NEW QUESTION # 39
Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?
- A. Work on integrating with social media platforms.
- B. Focus on scalability for handling high inquiry volume.
- C. Emphasize continuous monitoring of chat.
Answer: B
Explanation:
When implementing chatbots to improve customer support operations, prioritizing scalability is crucial. Scalability ensures that the chatbot system can handle a high volume of inquiries efficiently, without compromising response times or customer experience. This focus helps in managing peak periods and growing customer bases, making chatbots a sustainable solution for enhancing support operations.
NEW QUESTION # 40
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?
- A. Add more support phone lines.
- B. Limit Customers to 5 Cases per day.
- C. Ask sales reps to respond to support Cases
- D. Provide a self-help Customer Community.
Answer: D
Explanation:
Adding more support phone lines is a solution that can address the problem of the support team being unable to provide same-day customer assistance due to high demand. Adding more support phone lines can increase the capacity and availability of the support team to handle incoming calls from customers. This can reduce the wait time and improve customer satisfaction. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.service_phone_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.service_phone_setup.htm&type=5
NEW QUESTION # 41
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