The support management team at Universal Containers has noticed an increase in wait
times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?
A. Set up analytical snapshots to capture key case Information and create historical trending reports.
B. Create reports to analyze data in order to understand peak times and ensure adequate.
C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.
Explanation: To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times.
Universal Containers (UC) has a policy that requires all email traffic to remain within its
firewall. UC receives up to 2,000 cases per day, some of which include large email
attachments from
customers.
When implementing Salesforce in this scenario, which solution should a consultant
recommend?
A. Email-to-Case
B. deg -Demand Email-to-Case
C. Email relay
Explanation: For Universal Containers, which requires all email traffic to remain within its firewall and handles a high volume of cases with attachments, Email-to-Case is the recommended solution. Email-to-Case allows emails to be converted into cases within Salesforce while keeping email data secure within the company's firewall, accommodating the need for security and efficiency in handling customer cases.
To help service agents more accurately respond to a new case, Universal Containers
wants a list of relevant Knowledge articles
displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge tab to the Service Console.
B. Add the Knowledge component to the Case record page.
C. Add the Knowledge related list to the Case record page.
Explanation: To assist service agents in finding relevant Knowledge articles for new cases, adding the Knowledge component to the Case record page in the Lightning Service Console is recommended. This component dynamically suggests articles based on case details, aiding agents in providing accurate and efficient responses.
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support
experience. CK Ants to allow asynchronous conversations, conversations across devices,
and
Estimated Wait Time transparency. CK currently uses an external website to deliver its chat
support
offering.
What should a consultant recommend to provide these newer capabilities?
A. Einstein Bots
B. Messaging for Web
C. AppExchange package
Explanation: To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
Universal Containers wants to provide its resellers a secure portal where they can share
their customer accounts, submit and track the status of their cases, and view reports and
dashboards.
Which solution should a consultant recommend?
A. Employee Community
B. Partner Experience site
C. Customer Experience site
Explanation: For providing resellers with a secure portal to share customer accounts, submit and track cases, and view reports, implementing a Partner Experience site is recommended. This solution offers a collaborative platform tailored for partners, enhancing communication, case management, and access to vital information, strengthening the partnership ecosystem.
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple
cases, such as password resets and order inquiries. CK wants to provide customer selfservice
via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?
A. Implement Case Swarming.
B. Implement Einstein Bots.
C. Implement Skills-Based Routing.
Explanation: For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to
meet changing customer expectations while also uplifting agent skill sets and
organizational success.
In which order would a consultant work through a high-level discussion and planning
session with
CK?
A. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
B. Gather organizational vision, map processes, plan for user feedback, and define metrics.
C. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
Explanation: In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback. This structured approach ensures alignment with organizational goals, efficiency in processes, measurable outcomes, and continuous improvement based on feedback.
Universal Containers is implementing Service Cloud to make the workflow more efficient
and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have
access to
the right customer information?
A. Optimizing the user interface for improved usability
B. Tailoring the objects to expose specific customer data
C. Enhancing user profiles for customer services
Explanation: When setting up Service Cloud, optimizing the user interface for improved
usability is crucial to ensure service agents have access to the right customer information.
A well-designed UI enhances navigation and access to relevant data, enabling agents to
resolve customer issues more efficiently and effectively, improving overall service quality
and customer satisfaction.
Universal Containers wants to add functionality to its Service Cloud implementation so
customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?
A. Email-to-Case
B. Web-to-Case
C. Slack Connect
Explanation: To add functionality allowing customers to attach digital files to case records, Web-to-Case is recommended. This feature enables customers to submit cases through a web form, including the capability to attach files, facilitating the collection of additional information that can assist in case resolution.
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
A. Knowledge articles suggested by Einstein
B. Upcoming Milestones for the Case's Entitlement
C. Internal Chatter posts about the Case
Explanation: Salesforce enables the attachment of Knowledge articles suggested by Einstein to customer emails as part of standard Case Management capabilities. This feature leverages Einstein's AI to suggest relevant articles based on case context, allowing agents to provide helpful information and resources directly to customers, enhancing support quality and efficiency.
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?
A. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
B. Generate all of the requirements with UC executives and then develop the project schedule.
C. Finish all of the project requirements at once and deliver a complete solution.
Explanation: For a successful implementation of Service Cloud using Agile methodology, generating continuous feedback from the project team and making iterative adjustments to requirements and deliverables is crucial. This approach ensures that the project remains aligned with client needs and can adapt to changes or new insights as the implementation progresses.
Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases
with
its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that
is the most
effective for case communication while documenting the conversation history.
Which feature should the consultant recommend to meet the requirement?
A. Use Slack for Service for Case Swarming.
B. Send Email Quick Action to loop in the stakeholders.
C. Use child Cases to interact with the partner.
Explanation: For Cloud Kicks to effectively collaborate within the organization and with
partners on resolving cases, using Slack for Service for Case Swarming is recommended.
This solution facilitates real-time communication and collaboration, bringing together the
necessary stakeholders and documenting the conversation history within the context of
each case, enhancing problem-solving and case resolution processes.
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