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NEW QUESTION 171
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Use a Change Set
- B. Manually re-create the Permission Sets
- C. Publish a Managed Package
- D. Create an Unmanaged Package
Answer: A
NEW QUESTION 172
Universal containers customer support management wants to provide proactive communication to customers who are likely toprovide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers
- A. High priority cases opened by account month to date
- B. New cases opened by the account channel
- C. Time spent by account year to date
- D. Escalated cases by account month to date
Answer: A,D
NEW QUESTION 173
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
- A. Tiered data strategy
- B. Record types
- C. Divisions
- D. Custom search
- E. Custom indexes
Answer: A,C,E
NEW QUESTION 174
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. The Run Macros Permission must be granted to users.
- B. The Macros widget or utility must be added to the console.
- C. Users must use Lightning Experience.
- D. The Run Macros Action must be on the page layout.
- E. Publisher Actions used in the macros must be on the page layout.
Answer: A,C,E
NEW QUESTION 175
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use entitlements to define a process and milestones
- B. Use case teams to close
- C. Use escalation rules
Answer: A
NEW QUESTION 176
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
- A. Global Search
- B. Comments List View
- C. Search Utility Component
- D. Comment Search Component
Answer: A
NEW QUESTION 177
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits torelated objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom related list on the case.
- B. Create a custom Visualforce page.
- C. Create a custom report.
- D. Create a custom view on the Case tab.
Answer: B
NEW QUESTION 178
UC wants to implement a Knowledge management process withthe 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, multipleproducts, 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 centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Configure data category values for each product
- B. Define approval processes for eacharticle type
- C. Define approval processes for each product
- D. Configure workflow rules for each data category
- E. Configure article types for each kind of content
Answer: A,D,E
NEW QUESTION 179
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers acrossmultiple Territories.
What solution should a consultant recommend?
- A. Field Service Lightning
- B. Salesforce Mobile App
- C. Employee Community
- D. Lightning Console
Answer: A
NEW QUESTION 180
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers
- A. Enable Article deliveries
- B. Publish Articles to external channels
- C. AssignArticle types to the Community
- D. Configure Content Library permission
- E. Enable Public Solutions
Answer: B,C,E
NEW QUESTION 181
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Require agents to check a box on the case when submitting a new suggested article.
- B. Measure and reward agents based on the number of new articles approved for publication.
- C. Create a dashboard that includes articles submitted by agents and approved for publication.
- D. Measure and reward agents based on the number of new articles submitted for approval.
Answer: C,D
NEW QUESTION 182
Universal Containers wants to create a process to verify that customers are eligible for support before a case iscreates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
- A. Ability to enforce service levels with the time-dependent processes
- B. Ability to specify unique service levels for each customer
- C. Ability to prompt callers for the service contract number within IVR menus
- D. Ability to determine if a customer has escalated a case in the past
Answer: B,C
NEW QUESTION 183
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Average Number of days to close cases
- B. Number of open cases per day
- C. Number of Closed caseson first call
- D. Number of new customers added
- E. Number of cases escalated
Answer: A,B,E
NEW QUESTION 184
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
- A. Criteria for plan activation
- B. Open access to systems
- C. Recovery point objective
- D. Site consolidation
Answer: A
NEW QUESTION 185
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken beforeperforming the migration of the data (Choose 2)?
- A. Enable data validation rules
- B. Develop data map
- C. Normalize database
- D. Perform data cleaning
Answer: B,D
NEW QUESTION 186
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?
- A. Process Builder Scheduled Actions
- B. Scheduled Reports
- C. Time-based Workflow Rules
- D. Milestone Actions
Answer: B
NEW QUESTION 187
Which metric influences customer satisfaction? Choose 2 answers
- A. After call work
- B. Call quality
- C. Cost per call
- D. First call resolution
Answer: B,D
NEW QUESTION 188
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Enable Social Customer Service.
- B. Create a Lightning Platform app for Facebook monitoring.
- C. Integrate Facebook to its existing Customer Community.
- D. Enable Salesforce social profile on contacts.
Answer: D
NEW QUESTION 189
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
- A. Lightning Knowledge
- B. Macros
- C. Visual Workflow
- D. Process Builder
Answer: D
NEW QUESTION 190
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
- A. Create, publish, feedback, approve, consume
- B. Create, approve,publish, consume, feedback
- C. Create, feedback, publish, approve, consume
- D. Create, consume, feedback, approve, publish
Answer: B
NEW QUESTION 191
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tab with Cases related list
- B. Account tabs and Cases tab
- C. Case tabs with Account subtabs
- D. Account tabs with Case Subtabs
Answer: A
NEW QUESTION 192
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? (Choose 2)
- A. Customer retention
- B. Average handle time
- C. Upsell percentage
- D. First call resolution
Answer: B,D
NEW QUESTION 193
Universal containers uses social media to monitor new trends and issuesthat 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?
- A. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- B. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- C. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- D. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
Answer: A
NEW QUESTION 194
A contactcenter manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
- A. Total number ofcases by origin
- B. Average number of activities per case
- C. Average customer satisfaction score by case
- D. Average number of articles attached to a case
Answer: B,D
NEW QUESTION 195
UC wants toimplement 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?
Choose 3 answers.
- A. Configure data category values for each product
- B. Define approval processes for each article type
- C. Define approval processes for each product
- D. Configure article types for each kindof content
- E. Configure workflow rules for each data category
Answer: A,D,E
NEW QUESTION 196
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