Cloud Kicks has implemented a review process for all new Knowledge articles. Each article
must be reviewed and approved by a subject matter expert before becoming available to
users.
Which step is necessary to make articles visible in all the selected channels?
A. Click Publish after the Approval Process.
B. Set the status to Published fram the Knowledge approval page.
C. Set the final approval action to 'Lock the record for editing’.
Explanation: For new Knowledge articles to be visible in selected channels after a review process, the necessary step is to click "Publish" post-approval. Once an article has been reviewed and approved by the designated subject matter expert, publishing the article makes it available to users across the specified channels. This ensures that only verified and approved content is accessible, maintaining quality and relevance.
Service agents at Cloud Kicks frequently encounter duplicate cases from the same
customers in different channels.
Management would like to provide a method for service agents to handle duplicates and
delete one of the cases.
Which action should a consultant recommend?
A. Enable Case Merge.
B. Set up duplicate rules on Case.
C. Create an autolaunched Flow,
Explanation: To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on
information about the case.
Which solution should a consultant recommend?
A. Add the Knowledge object to global search objects.
B. Add the Knowledge component on the case Lightning record page.
C. Add the Knowledge related list to the case page layout.
Explanation: To enable Salesforce to suggest Knowledge articles to agents based on case information, adding the Knowledge component to the case Lightning record page is recommended. This component dynamically suggests relevant articles to agents as they work on cases, improving efficiency and providing agents with quick access to helpful information for case resolution.
Universal Containers (UC) wants to improve customer satisfaction by diversifying its
interaction channels. UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
A. Einstein Bots
B. Messaging In-app and Web (MIAW)
C. Experience Cloud sites
Explanation: To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.
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. Focus on scalability for handling high inquiry volume.
B. Work on integrating with social media platforms.
C. Emphasize continuous monitoring of chat.
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.
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to
give
customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?
A. Milestones
B. Service Contracts
C. Maintenance Plans
Explanation: To provide customers with access to their agreed-upon response times via the portal, configuring Service Contracts in Experience Cloud is advisable. Service Contracts can detail the specific service levels agreed upon, and making this information accessible through the portal ensures transparency and sets clear expectations for service delivery.
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and
Change
Management process to provide a foundation for its auditing and governance needs. CK
also wants
interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a
consultant
recommend for the full solution?
A. Implement flow orchestration with Work Guides
B. Implement a third-party app from AppExchange.
C. Implement Guidance for Success and Knowledge articles.
Explanation: For a full Incident Management, Swarming, and Change Management process that includes interactive recommendations, implementing flow orchestration with Work Guides is recommended. Work Guides provide step-by-step guidance and can orchestrate complex processes across departments, ensuring adherence to auditing and governance requirements while offering interactive, context-specific recommendations.
After migrating to Lightning Experience, users are complaining that they are unable to
create a Knowledge article when closing a case.
How should the consultant resolve this issue?
A. Inform users that the only way to create articles is from the Knowledge component.
B. Enable Read/Write/Create permissions for Knowledge articles.
C. Add the Manage Salesforce Knowledge permission to the user's profile.
Explanation: To resolve the issue of users being unable to create Knowledge articles when closing a case after migrating to Lightning Experience, adding the 'Manage Salesforce Knowledge' permission to the user's profile is necessary. This permission enables users to create, edit, and publish Knowledge articles, ensuring that they can contribute to the Knowledge base directly from case records, enhancing the support process.
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?
A. Reduced administrative overhead
B. Reduced need for self-service
C. Reduced issue resolution time
Explanation: Knowledge-Centered Support (KCS) focuses on integrating knowledge creation and maintenance into the problem-solving process. By adopting KCS, organizations can expect a reduction in issue resolution time as service agents have quicker access to solutions and knowledge articles, enabling faster responses to customer inquiries and issues.
Universal Containers (UC) has Excel files of customer data maintained by its service reps.
All of the service reps have worked with the same
customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?
A. Deduplicate the data before importing into Salesforce.
B. Import the records and create a Flow to change the data type.
C. Import the records and use Duplicate Management.
Explanation: The best practice to ensure clean data in Salesforce when importing customer data from Excel files is to deduplicate the data before the import process. This involves identifying and merging duplicate records, ensuring that only unique and accurate data is imported into Salesforce. This proactive step prevents data quality issues and maintains the integrity of the Salesforce database.
Universal Containers has decided to implement a Web-to-Case form on its website so
customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research
solutions.
What should the consultant do before creating an implementation plan?
A. Review Service Setup Assistant for Web-to-Case.
B. Review guidelines and limits for Web-to-Case.
C. Review Einstein Conversation Mining for Web-to-Case.
Explanation: Before creating an implementation plan for Web-to-Case, reviewing the guidelines and limits for this feature is essential. Understanding these constraints ensures that the implementation aligns with Salesforce's capabilities and limitations, facilitating a smooth and effective deployment of the Web-to-Case form.
Universal Containers has implemented a call-based response system. The call wait time
has become too long and customer service is being affected. Management would like to
find a way to reduce customers’ wait times and enable agents to handle more inquiries at a
time.
Which feature should a consultant recommend?
A. Case auto-response rule
B. OmniStudio
C. Salesforce Chat
Explanation: To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency.
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