Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located
across North America, Europe, and
Asia. UC wants standardized reporting across worldwide contact centers’ key performance
indicators (KPIs).
Which approach should a consultant recommend in this scenario?
A. Assign a global team of experienced analysts to create a standard report template.
B. Ask leadership, management, and agents in all regions to vote on the standard report template.
C. Request that the VP of worldwide support design a standard report template to provide a clear vision,
Explanation: For Universal Containers to achieve standardized reporting across its worldwide contact centers, assembling a global team of experienced analysts to develop a standard report template is recommended. This approach ensures that the template reflects a comprehensive understanding of global KPIs, facilitating consistent performance measurement and comparison across all regions.
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy
to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and
Routing?
A. Data Import Wizard
B. Data Loader
C. Mass Transfer Records
Explanation: For deploying Service Resources, Skills, and Routing configurations from sandbox to production, using Data Loader is recommended. This tool allows for the bulk import, export, and update of data, making it suitable for transferring complex configurations related to Skills-Based Routing and associated records efficiently.
Universal Containers is training a new set of service agents. Part of the training includes
handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to
ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
A. Chat Supervisor tab and Whisper Messages
B. Incident Management tab and Whisper Messages
C. Omni-Channel Supervisor and Whisper Messages
Explanation: To enable contact center managers to monitor messaging sessions and provide guidance to service agents, configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup allows managers to oversee agent-customer interactions in real-time and offer discreet advice to agents during messaging sessions, ensuring professionalism and accuracy in responses.
Cloud Kicks customers need a method to create cases without a login. Managers are
concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?
A. On-Demand Email-to-Case Threading
B. Web-to-Case with Einstein Case Classification
C. Web-to-Case with reCAPTCHA enabled
Explanation: To enable case creation without login while preventing spam, using Web-to- Case with reCAPTCHA enabled is recommended. reCAPTCHA provides an additional layer of security by verifying that case submissions are made by humans, effectively reducing the likelihood of spam cases and maintaining the integrity of case data in Salesforce.
An organization has requested guidance on how to delete customers’ personal data when
they are no longer associated with the company to stay compliant with global data
protection and
privacy regulations.
Which solution should the consultant recommend to meet the requirement?
A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable
B. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.
C. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
Explanation: To comply with global data protection and privacy regulations, the consultant should recommend systematically searching for and removing all customer personal data from production and sandbox environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring compliance and safeguarding customer privacy.
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority
cases. Lower Priority cases have different response times. The service center uses Omni-
Channel to
manage work items. However, many recently created, high-priority cases exceed the
service
deadline.
Which setting should a consultant configure to meet the requirements?
A. Skills-Based Routing
B. Capacity Model
C. Secondary Routing Priority
Explanation: To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing Priority in Omni-Channel is recommended. This setting allows prioritization of high-priority work items, ensuring they are routed and addressed by agents promptly, in alignment with SLA commitments.
Cloud Kicks wants to offer its customers a more personalized, flexible service experience
beyond emails, phone calls, and chatbots.
What should the consultant recommend to meet this requirement?
A. Social media
B. Messaging apps
C. Salesforce Knowledge
Explanation: To offer a more personalized and flexible service experience, integrating messaging apps into the service strategy is recommended. Messaging apps allow for asynchronous, convenient communication that can enhance customer engagement and satisfaction by catering to their preferences for quick, informal interactions.
Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard
its global support team. UC is gathering feedback from
the support team about how they will use Service Cloud. Requirements gathering sessions
have resulted in a large set of deliverables.
What should a consultant recommend as the next step?
A. Identify and prioritize the requirements for the minimum viable product.
B. Prioritize the requirements based on the stakeholder who submitted them.
C. Prioritize the requirements based on requests from the regions.
Explanation: Identifying and prioritizing the requirements for a minimum viable product
(MVP) allows for a focused and phased approach to the Service Cloud implementation.
This strategy ensures that the most critical functionalities are developed and deployed first,
providing immediate value while allowing for iterative enhancements based on feedback
and additional requirements.
The call center manager at Universal Containers wants to generate daily reports to monitor
agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report
type?
A. Agent Detail
B. Agent Work
C. Assigned Work
Explanation: To monitor agent productivity trends, creating a new report type based on the "Agent Work" object is recommended. This object captures detailed information about the work assigned to and completed by agents, enabling the generation of daily reports that provide insights into productivity trends and areas for improvement.
Service agents have reported that the Lightning Service Console is too crowded which
makes it difficult to find the information they need. After reviewing the agents’ console use,
a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency
for console users?
A. Train on keyboard shortcuts.
B. Prepare macros.
C. Create multiple console layouts.
Explanation: Given that all features in the Lightning Service Console are required but users find it too crowded, creating multiple console layouts tailored to different user roles or tasks is recommended. This allows for the customization of the console's interface to display only the most relevant information and tools for each specific use case, improving efficiency and usability for console users.
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?
A. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
B. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy
C. An organization-wide default of Public Read/Write on the Case object
Explanation: To ensure customers can access only their cases, including those created on their behalf, configuring a sharing set in the Experience Cloud site is recommended. This grants site users access to case records associated with their contact, ensuring secure and appropriate visibility in line with the requirement.
Universal Containers wants to automate the process of case creation. While conducting a
business process review, the consultant learned that customers sometimes upload digital
pictures of
the problem.
Following best practices, which solution should a consultant recommend?
A. Email-to-Case
B. AppExchange package
C. Web-to-Case
Explanation: For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times.
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