Which solution can be used to improve call deflection?
A. Knowledge base
B. Community forum
C. Assignment rules
D. Web chat
E. Case routing
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?
A. Add the entitlement related list to account page layouts.
B. Add the entitlement lookup field to case page layouts.
C. Add a Validation Rule that ensures each Case has an entitlement.
D. Add a Validation Rule that ensures each Account has an entitlement.
A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:
1.
10 million cases
2.
1 million accounts
3.
3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
A. The Salesforce org may be slow during the data import
B. Related lists on the case object may be slow to populate
C. Salesforce reporting speed may be affected
D. Result may be slow when searching for records
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members. What should a consultant recommend?
A. Define data categories with custom visibility.
B. Define article types with public sharing settings.
C. Define topics for each knowledge article.
D. Define a custom field to identify the subject.
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
A. omni Channel
B. Contact Request
C. Field Service
D. Mobile Connect
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
A. CTI Adapter configuration
B. Lightning Console enablement
C. Call Center Definition File creation
D. Service Console case creation configuration
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?
A. Standard Email-to-Case with assignment rules
B. Lightning Email with web routing prioritization
C. Omni-Channel with prioritized queues
D. Standard Web-to-Case with assignment rules
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
A. Implement a customer self-service portal
B. Enable agents to transfer calls to other agents
C. Cross-train agents on both product lines
D. Prioritize customer calls based on their SLA
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case. Which two features should a Consultant recommend to address this concern? Choose 2 answers
A. Visual Workflow
B. Lightning Guided Engagement
C. Quick Text
D. Macros
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
A. Create separate data category groups for each division and assign the category to a division profile.
B. Create a sharing rule for each division to provide access using the role hierarchy.
C. Create a sharing rule for each division to provide access based on criteria of the article.
D. Create a single data category group for each division and provide access using the role hierarchy.
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