Topic 1: Pool A
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? (Choose 2)
A. Hide the Article Management tab for users who should have read-only access to articles.
B. Set the organization-wide default to private and create sharing rules for the FAQ article type
C. Enable the Manage Articles permission for the publisher profile and assign it to users
D. Create a publisher profile that includes create access on the FAQ article type.
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? (Choose 2)
A. Only one inbound email address can be used for Email-to-Case
B. Follow-up emails and attachments related to a case are attached to the case
C. Assignment, escalation, and workflow rules are processed on in bound emails
D. Follow-up emails related to a case will update the case comments
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
A. Omni-Channel
B. Publisher Actions
C. Macros
D. Quick Text
E. Chatter
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
B. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
C. Deliver the entire project simultaneously so as to present UC with a completed solution.
D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
A. Grant Authors access to the FAQ article type.
B. Set article Org Wide Default to Public Read Write.
C. Add Authors to the FaQ Data Category.
D. Grant Authors access to the FaQ record type
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
A. Company Community
B. Employee Community
C. Customer Community
D. Partner Community
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self- service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
A. Average call handle time by team
B. Number of cases created using portal
C. Number of cases closed by a self-service user
D. Number of IVR inquiries without agent involvement
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to
Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
A. Allow the exercise to be done in a Production instance
B. Use a Full copy sandbox for the DR exercise
C. Use a Partial sandbox for the DR exercise
D. Use a Developer Pro sandbox for the DR exercise
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
A. Customize the lightning console that page.
B. Configure a chat validation rule.
C. Customize the pre-chat form.
D. Configure lightning guided engagement.
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
A. Change Sets
B. Mass Transfer Records
C. Data Import Wizard
D. Data Loader
Which native Service Cloud solution is used for case satisfaction surveys?
A. Create a Web-to-case form with a custom case type of survey
B. Enable the case survey option on the case object
C. Enable the case survey auto-response rule
D. Check the survey option in the case settings
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
B. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
C. Set up IVR with an automated response for customers affected by the recall to defect calls.
D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
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