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NEW QUESTION # 64
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?
- A. ConfigureLightningGuided Engagement
- B. Configure a chat validation rule
- C. Customize the pre chat form
- D. Customize the lightning console chat page
Answer: C
NEW QUESTION # 65
Universal Containers 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
- A. Restrict visibility of the views
- B. Filter the views by case owner
- C. Reduce the number of fields displayed
- D. Remove filter criteria from the views
Answer: B,C
NEW QUESTION # 66
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Number of calls offered
- B. Agent utilization
- C. Schedule adherence
- D. Quality monitoring score
Answer: B,C
NEW QUESTION # 67
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?
- A. Create a Salesforce Case to have Omni-Channel enabled.
- B. Customize service channel settings to define how the organization receives work from various
- C. Create the necessary objects in Salesforce.
- D. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
Answer: D
NEW QUESTION # 68
What are two benefits of deploying Knowledge in Customer Communities?
- A. Replaces the need for an email channel
- B. Eliminates tracking of customer entitlements
- C. Reduces incoming call volume
- D. Uncovers gap in the knowledge base
Answer: A,C
NEW QUESTION # 69
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
- A. Lean Development
- B. Scrum
- C. Extremen Programming
- D. Kanban
Answer: A
NEW QUESTION # 70
Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical's arriaval time.
What is the recommended feature to improve the customer experince?
- A. Appointment Assitant
- B. Video Support
- C. Incident Management
- D. Omn-Channel Routing
Answer: D
NEW QUESTION # 71
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Implement SOS for mobile experience
- B. Configure Chatter for public access
- C. Create a Customer Community
- D. Add Live Agent to public-facing sites
- E. Utilize KCS to manage Knowledge
Answer: A,D,E
NEW QUESTION # 72
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 can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report that displays # of cases with articles attached during the past 2 months
- B. Report that displays # of new articles created during the past 2 months
- C. Report displays # of articles associated to data categories during past 2 months
- D. Create a report that display the # of articles searched during the past 2 months
Answer: A,D
NEW QUESTION # 73
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?
- A. Field Service
- B. Visual Remote Assistant
- C. Incident Management
- D. Workforce Engagement
Answer: A
NEW QUESTION # 74
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. An AppExchange Solution
- B. Lightning Service Console
- C. Field Service Lightning
- D. Customer Community
Answer: C
NEW QUESTION # 75
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Average queue time per agent
- B. Cost per call
- C. Number of leads created
- D. Opportunities per channel
- E. Number of sales queues
Answer: B,C,D
NEW QUESTION # 76
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
- A. Multiple Article Record Types can be imported in the same CSV.
- B. Article Record Types will be created as part of the import.
- C. Each Article Record Type must be in a separate CSV.
- D. Article Record Types must be created before the import.
Answer: A,D
NEW QUESTION # 77
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Add the Submit Feedback button on the Solutions tab.
- B. Add the Submit Feedback button to articles.
- C. Allow agents to create Knowledge articles when closing a case.
- D. Require agents to create Knowledge articles when opening a case.
Answer: C
NEW QUESTION # 78
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Work order and customer contact escalation requirements
- B. Total number of account and contact records in the database
- C. Case closure rules on the original case
- D. Account team relationship to the primary contact
- E. Visibility and access to the work order records
Answer: A,C,E
NEW QUESTION # 79
You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?
- A. Returns a link that returns a post with the same reference
- B. Deletes posts
- C. Tag another chatter user
Answer: A
NEW QUESTION # 80
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom view on the Case tab.
- B. Create a custom related list on the case.
- C. Create a custom Visualforce page.
- D. Create a custom report.
Answer: C
NEW QUESTION # 81
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
- A. The Social Feed
- B. A Twitter Macro
- C. The Case Feed
- D. A Custom Component
Answer: C
NEW QUESTION # 82
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. 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 prompt callers for the service contract number within IVR menus
- C. Ability to determine if a customer has escalated a case in the past
- D. Ability to specify unique service levels for each customer
Answer: B,D
NEW QUESTION # 83
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?
- A. Lightning Knowledge
- B. Classic Knowledge
- C. Salesforce Files
- D. Salesforce Content
Answer: B
NEW QUESTION # 84
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Web -to -Case
- B. Live Agent
- C. Community
- D. Chatter Questions
Answer: C,D
NEW QUESTION # 85
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
- A. Create a Visualforce page called Knowledge sidebar on the case page layout.
- B. Enable the Knowledge sidebar setting in the case support settings.
- C. Enable the Knowledge sidebar related list on the case page layout.
- D. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
Answer: A
NEW QUESTION # 86
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