1. A company receives support requests through a variety of email addresses and
web forms for different parts of the business. Which feature combination will
ensure thatcases are efficiently handled by the most appropriate representatives?
A.
B.
C.
D.
2)
Case Assignment Rules, Queues, Chatter Groups, Live Agent
Case Assignment Rules, Queues, Public Groups, Omni-Channel
Escalation Rules, Queues, Chatter Groups, Omni-Channel
Escalation Rules, Queues, Public Groups, Live Agent
A company has implemented Salesforce Service Cloud. The company needs Key
Performance Indicators (KPIs) ensure that its customer support service center is
profitable. Which three metrics can be used to help executive management understand
service center costs? Choose 3 answers
A.
B.
C.
D.
E.
2)
A company has these requirements for dealing with Cases: - Handled efficiently and by
theright agents - Distributing the load so that agents do NOT have to manually select the
next Case to work Which two Omni-Channel features will assist in this routing and
distribution? Choose 2 answers
A.
B.
C.
D.
3)
Route to agents with the most cases closed for that topic.
Route to agents staffing the assigned overflow queues.
Route to agents with the least amount of active assigned work.
Route to agents with the most capacity to take on new work.
A company is planning for the migration of an existing knowledge base into Salesforce
Knowledge. Which set of factors should be considered in selecting which articles to
migrate?
A.
B.
C.
D.
4)
All Cases by Customer
Case resolution time
All open Cases by Channel
All Cases closed Month-to-date
All open Cases by Priority
Last modified date and frequent search terms
Last modified date and number of recent article views
Original creation date and average rating of articles
Original creation date and total number of article views
A company provides customer support for new products and for routine maintenance of
existing products. These cases have many identical stages and fields, however, the
maintenance cases are unique and have additional stages and fields that need to be
captured. Which two features would meet this requirement? Choose 2 answers
A.
B.
C.
D.
Record Types
Support Processes
Approval Processes
Support Types
6)
A company wants to publish Knowledge articles to its Customer Community. The articles
should be organized for easy navigation by Community members. What should a
Consultantrecommend?
A. Define Article Types with Public Sharing Settings.
B. Define Data Categories with Custom Visibility.
C. Define Topics for each Knowledge article.
D. Define a Custom Field to identify the Subject.
7)
A consultant has been hired to integrate a client's phone system with the Salesforce
ServiceConsole. What are two key considerations for this integration? Choose 2 answers
A.
B.
C.
D.
8)
A consulting firm has been retained to implement a new Service Cloud platform for a
company. This company requires quick iterations and a speedy project completion. The
company has requested frequent project updates for check-ins and refinement. Which
methodology should the Consultant recommend to meet the given requirements?
A.
B.
C.
D.
9)
CTI Adapter configuration
Lightning Console enablement
Call Center Definition File creation
Service Console case creation configuration
Kanban
Lightning Platform
Agile
Waterfall
A Contact Center Manager is implementing a new customer care program and wants to
specifically measure customer loyalty. Which three measures satisfy this requirement?
Choose 3 answers
A. Customer satisfaction Survey
B.
C.
D.
E.
10)
Customer Purchase History
Customer Support Requests
Net promoter Score
Service Level Agreement
A contact center manager wants to measure improvemnets to operations after the
implementation of a new workforce management system. Which two metrics can be used
toassess the success of the new workforce management system? Choose 2 answers
A. Agent utilization
B. Quality monitoring score
C. Number of calls offered
D. Schedule adherence
11)
A customer is planning a Service Cloud implementation. The customer's current database
has the following number of records:
• 50 million cases
• 1 million accounts
• 8 million contacts
Which two implications should be considered when planning to migrate this data
intoSalesforce? Choose 2 answers
A. Salesforce reporting speed can be affected.
B. Related lists on the case object may NOT populate.
C. The Salesforce org can be slow during the data migration.
D. Results can be slow when searching for records.
12)
A customer-submitted case is routed to a service desk agent at Universal Containers. After
the agent responds to the case, the agent realizes the customer is not eligible for
support. Which solution should a consultant recommend to prevent this scenario
fromhappening in the future?
A.
B.
C.
D.
13)
Add the entitlement related list to account page layouts.
Add the entitlement lookup field to case page layouts.
Add a Validation Rule that ensures each Case has an entitlement.
Add a Validation Rule that ensures each Account has an entitlement.
A manager has noticed an increase in average case age. This is negatively impacting
customer satisfaction. The manager wants to compare the amount of time that cases have
spent within each status during their lifecycle. Which reporting solution should be
recommended?
A.
B.
C.
D.
14)
A manager would like information on the knowledge base searches conducted by
customersand call center agents. Which two metrics are useful for identifying knowledge
article effectiveness? Choose 2 answers
A.
B.
C.
D.
15)
Create a report using the Case Lifecycle report type.
Create a report using the Case Age report type.
Create a report using the Case Historical Trending report type.
Create a report using the Case Snapshot report type.
Knowledge search query with no results.
Knowledge articles with the lowest rating.
Number of knowledge articles in each data category.
Knowledge articles created by call center agents.
A Service Manager has just configured Live Agent at a company site. Now, the Agents
cannot see the Live Agent footer component in the console. Which configuration option
should be verified?
A.
B.
C.
D.
16)
Verify that users have access to the Live Agent chat buttons.
Verify that users have access to the Live Agent public group.
Verify that users are assigned the Live Agent feature license.
Verify that users are assigned the Live Agent user profile.
A Service Manager has recently implemented Salesforce Knowledge. Which three
metricsshould the Manager use to measure the success of the implementation? Choose 3
answers
A. Number of Chatter files attached to cases.
B.
C.
D.
E.
17)
Number of published article views.
Number of articles associated to cases.
Number of content packs attached to cases.
Number of successful keyword searches.
A Service Representative transfers a Live Agent Chat to another Representative. Which
two things will happen? Choose 2 answers
A. Both Service Reps can chat with the Customer.
B. The Customer does not know they were transferred.
C. The Chat Transcript and Case are transferred.
D. The Customer is shown the new Representative's Name.
18)
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.
B.
C.
D.
E.
19)
Number of leads created.
Number of sales queues.
Average queue time per agent.
Opportunities per channel.
Cost per call.
Business users have requested that the Salesforce Administrator allow agents to view a
list of cases in the console while agents work through their cases. This will allow
agents to identify urgent cases that need to be worked on.
How should this be accomplished?
A. Build a custom Visualforce page with the list view and assign it to the console sidebar.
B. Recommend opening the case list view in a separate browser tab and use the window
alongside the case view.
C. Enable the list to be pinned in the console. This allows users to view the list
alongsidethe case view in the console.
D. Configure the Case list under custom console components so users can view the list
viewalong with the case view.
20)
Contact Center management must be notified whenever an Open Case has not been
touchedfor 24 hours. Which feature should a Consultant use to meet this requirement?
A.
B.
C.
D.
21)
Customer Community to provide customers with a self-service option for support. Which
two capabilities can the Customer Community provide to Universal Containers'
customers?Choose 2 answers
A.
B.
C.
D.
22)
Process Builder Scheduled Actions
Time-based Workflow Rules
Scheduled Reports
Milestone Actions
Allows customers to customize their user interface
Allows customers the ability to collaborate
Allows customers to customize reports and dashboards
Allows customers to search a knowledge base.
Customer Support Agents are frustrated with how they interact with their current case
management solution and have asked for a more streamlined way to manage and view
cases.
Which solution will improve productivity and allow the Agents to quickly create and
viewnotes, log calls, update cases,and communicate with customers?
A. Create Salesforce Classic Quick Actions.
B. Add a Visualforce page to the Case layout.
C. Configure the Case highlights panel.
D. Configure Case Feed page layouts.
23)
Customer support agents want the ability to view customer -related information along
withcase information on all cases except product -related cases. For product -related
cases, the agents want to view product information alongside case information. How
should the console be configured to satisfy this requirement?
A. Train users to scroll through the case page layout to look for product relatedinformation or customer -related information based on case type.
B. Create separate record types and page layouts for product -related and other cases
andconfigure console components to show customer- or product -related
information.
Assign record type based on case type.
C. Configure both customer information and product -related information under
console components in the case page layout. Hide the product -related information
if the casesare NOT product related.
D. Configure two consoles for agents: one for product -related cases and one for
othercases. Allow agents to choose the console based on case type.
24)
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 customer survey for customers calling in to identify the severity and impact of
therecall.
B. Set up telephony integration using a CTI adapter for quicker agent access when
customerscall in, reducing average handle time.
C. Set up a private Knowledge Base to provide FAQs to customers affected by the recall
todeflect calls.
D. Set up IVR with an automated response for customers affected by the recall to deflect
calls.
25)
Field engineers often need to access current inventory levels of products the customer has
purchased while at customer sites. Which solution should a Consultant recommend to
meetthis requirement?
A.
B.
C.
D.
26)
How can a Contact Center Manager see which Service Representatives have not accepted
new Cases recently using the Lightning Service Console?
A.
B.
C.
D.
27)
Add the Knowledge Component to the Service Console.
Add the Knowledge tab to the Console app.
Create email templates with Knowledge Articles attached.
Add the Suggested Article widget to the Case page layout.
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the
case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps.
How can a Consultant configure the Lightning Service Console to support this
requirement?
A.
B.
C.
D.
29)
Omni-Channel Utility Component
Cases report sorted by Rep and Case Owner
Cases report sorted by Rep and Case CreatedDate
Omni-Channel Supervisor tab
How should a Consultant provide Suggested Article functionality to Lightning Service
Console users?
A.
B.
C.
D.
28)
Implement Field Service Lightning.
Integrate with an enterprise resource planning system.
Develop and publish a knowledge management system
Configure Visual Flows on Salesforce mobile.
Enable Omni-Channel Case assignment
Define separate Record Types for Tier 1 and Tier 2
Implement Lightning Guided Engagement
Configure a Visual Flow Troubleshooting Action
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.
B.
C.
D.
30)
Milestones can be added to which three Object types? Choose 3 answers
A.
B.
C.
D.
E.
31)
Use a Developer Pro sandbox for the DR exercise.
Use a Partial sandbox for the DR exercise.
Allow the exercise to be done in a Production instance.
Use a Full copy sandbox for the DR exercise.
Entitlement
Work Order
Service
Case
Account
One business unit at Universal Containers has been using Service Cloud for several
years. While migrating another business unit to the platform, a System Administrator
incorrectly imported 200,000 case records, which created significant data corruption to
existing records.The most recent data backup available is more than 90 days old.
Which option should the Consultant recommend?
A.
B.
C.
D.
32)
Service Representatives are complaining that their Lightning Service Console is too
crowdedmaking it difficult to find the tabs and features they need. After reviewing the
Service Representatives console use, all configured features are required. Which solution
should a Consultant suggest to improve the efficiency of console users?
A.
B.
C.
D.
33)
Manually update the corrupt data to correct it.
Use Data Loader to delete the corrupt data.
Log a Data Recovery case with Salesforce Support.
Restore the data using the available backup.
Enable Keyboard shortcuts
Define criteria-based record page components
Configure Macros
Create multiple Console layouts
Support agents need to verify that customers are eligible to receive customer support
beforethey can update the Which two objects are used to verify that a customer is
entitled to receive support? Choose 2 answers
A. Contacts
B. Products
C. Service contracts
D. Case history
34)
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 related list on the case.
B. Create a custom view on the Case tab.
C. Create a custom Visualforce page.
D. Create a custom report.
35)
The contact center at Universal Containers offers support through phone, email, public
website, and a Community. The contact center manager wants to demonstrate the success
of recent self-service initiatives to executive management. Which two reports should the
contact center manager present to executive management? Choose 2 answers
A.
B.
C.
D.
36)
The Contact Center at Universal Containers wants to increase its profit margins by
promoting call deflection within Service Cloud. Which two solutions should a Consultant
recommend? Choose 2 answers
A.
B.
C.
D.
37)
Skills -based routing
Private branch exchange
Workforce management
Interactive voice response
The lifecycle of a Knowledge article consists of five stages. In which order does an article
proceed through these stages?
A.
B.
C.
D.
39)
Knowledge Base
Customer Community
Automatic Call Distribution
Service Cloud Console
The contact center manager at Universal Containers is concerned that the first call
resolution rate for their team is too low and would like to see improvement in this metric.
What should a consultant recommend to improve this metric?
A.
B.
C.
D.
38)
Number of cases closed by self-service users.
Average call handle time by team.
Number of Knowledge articles created each month.
Number of cases created using Communities by month.
Create, approve, publish, consume, feedback
Create, feedback, publish, approve, consume
Create, publish, feedback, approve, consume
Create, consume, feedback, approve, publish
The Service Desk at Universal Containers is considering implementing a Service
Console and is considering using Lightning Experience. Which three features are
available only inClassic? Choose 3 answers
A.
B.
C.
D.
E.
Dynamic list updates
Quick Text
Multi -monitor support
Keyboard Shortcuts
Case hover
40)
The Service Manager at Universal Containers is concerned that users will NOT be able to
manage cases in the Service Console efficiently and reduce clicks. Which feature allows
users to more efficiently process a case in the service console?
A.
B.
C.
D.
41)
Collapsible Sidebar Components
Multiple Monitors Components
Configure Macros
Console Keyboard Shortcuts
The Service Manager at Universal Containers manages three teams. Each team
provides support for a specific product. Agents have concerns about seeing search
results for otherproducts when searching the Knowledge Base. The Service Manager
originally providedthe teams with full access to all articles. Which solution will
ensure each team sees only the relevant article type for its product?
A. Create an article action for each record type and assign them to each team based on
theirproduct specialization.
B. Create a data category for each product and assign them to each team based on their
product specialization.
C. Create a permission set for each record type and assign them to each team based on
theirproduct specialization.
D. Create a page layout for each article type and assign them to each team based on their
product specialization.
42)
The Service Manager at Universal Containers wants to improve the adoption of public
Knowledge Articles and has decided to review published articles that have NOT been
updatedin the last 90 days, so that out-of-date articles can be refreshed.
Which solution will allow the Service Manager to see the articles that need to be
reviewed?
A. Provide the Service Manager with edit permissions to the standard Knowledge Article
views.
B. Provide the Service Manager with edit permissions to the standard Knowledge Article
reports.
C. Create a custom report for Knowledge Articles that filters the results
based onpublication status and last modified date.
D. Create a custom list view for Knowledge Articles that filters the results based on
publication status and last modified date.
43)
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. Which two
recommendations should a Consultant suggest to help decrease customer wait times?
Choose 2 answers
A. Set up a Salesforce Customer Community that will allow customers to create cases
online.
B. Set up analytical snapshots to capture key case information and create historical
trending reports.
C. Create case escalation rules to route high-priority cases directly to supervisors for
resolution.
D. Create reports to analyze call data in order to understand peak times and ensure
adequate staffing.
44)
The Support Manager at Universal Containers has determined that there are five
common case types that are always resolved during the first call. Additionally, the
Support Manager noticed that Support Agents are sending similar emails to the customer
for each case. Whichthree solutions can a Consultant implement to minimize the time it
takes a Support Agent tocreate emails for these cases? Choose 3 answers
A.
B.
C.
D.
E.
45)
Enable the Support Setting for default email templates.
Implement Macros.
Implement Quick Text.
Enable the Support Process for default email templates.
Implement Email -To -Case.
The Support Manager at Universal Containers is getting inaccurate agent performance
reports. After researching the data, the Salesforce Administrator has identified hundreds of
cases that are closed, but still owned by a queue. Which two solutions should a Consultant
recommend to correct this problem? Choose 2 answers
A.
B.
C.
D.
46)
Create a case assignment rule to ensure cases are owned by a user when closed.
Use a data tool to update the owner field on closed cases.
Create a Process Builder and Flow to change the owner on closed cases.
Create a case validation rule to ensure cases are owned by a user when closed.
The Support Manager at Universal Containers wants to improve visibility to cases
across the organization and has decided that Product Managers should be more involved
in the case management process. The Support Manager has created predefined case
teams for each product and trained Support Agents to add the appropriate case team to
each case.
Which two solutions will allow Product Managers to quickly see and review the cases
that arecreated for their products?
Choose 2 answers
A. Create a case queue for all created or updated cases.
B. Create a case report that displays all created or updated cases.
C. Create an email alert notification for Case Teams.
D. Create a case list view that is filtered by My Case Teams.
47)
The Universal Containers Contact Center has Customer Support Agents who speak
Spanish and wants all cases where Spanish is the preferred language to be handled by
these agents in real time. Universal Containers allows customers to contact agents
through phone and chat.
Which solution should be implemented to support this?
A.
B.
C.
D.
48)
Case Auto -Response Rules
Omni -Channel
Visual Workflow
Case Assignment Rules
The Universal Containers' customer support organization has implemented Knowledge
Centered Support (KCS) in its call center. However, the call center management thinks
thatagents are not contributing new knowledge articles as often as they should. Which
two should the company do to address this situation? Choose 2 answers
A. Measure and reward agents based on the number of new articles submitted for
approval.
B. Measure and reward agents based on the number of new articles approved for
publication.
C. Create a dashboard that includes articles submitted by agents and approved for
publication.
D. Require agents to check a box on the case when submitting a new suggested article.
49)
The Vice President (VP) of Customer Support for Universal Containers has issued a
mission statement that "We will empower our customers to interact with us in the way
of their choosing." Universal Containers has recently deployed a new toll-free
interactive voice response (IVR) system and knowledgebase. The VP has asked the
management teamto make additional system enhancements to fulfill this mission
statement. Which three should the consultant recommend to achieve the mission
statement? Choose 3 answers
A. Replace the existing "Chat Now" button on the Customer Community with a tollfreephone number.
B. Create a central "Contact Us" page which provides access to all available channels.
C. Enforce that customers must search the knowledgebase before they can see the
ContactUs page.
D. Optimize the customer community for mobile devices to have access to the same
support as desktops.
E. Enable customers to be emailed FAQs by accessing the interactive voice response
24hours per day.
50)
The VP of Service at Universal Containers is looking for ways to reduce contact center
costs.Which two metrics should the Consultant recommend?
Choose 2 answers
A.
B.
C.
D.
51)
Time to Answer
Average Handle Time
First Call Resolution
Service -Level Agreements
To manage the publishing lifecycle for articles in Salesforce Classic Knowledge, the
contact center director wants to provide article managers with various publishing
capabilities. Which configuration should be recommended to meet this objective?
A. Assign article managers to publication teams and specific publication states to each
team.
B. Assign article managers to public groups and specific article actions to each group.
C. Assign article managers to publication teams and specific article actions to each team.
D. Assign article managers to public groups and specific publication states to each group.
52)
Universal Containers (UC) created a new mobile app that enables customers to place
orders and track fulfillment. UC wants to quickly embed customer service into the new
mobile app.Which two features should be added to meet this requirement? Choose 2
answers
A.
B.
C.
D.
53)
Salesforce Knowledgebase
Chatter Groups
Field Service Lightning
Service Cloud SOS
Universal Containers (UC) is currently live with Sales Cloud and in the process of
implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud
implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this? Choose 3 answers
A.
B.
C.
D.
E.
54)
Universal Containers (UC) is developing a strategy for supporting customers on social
mediasites. UC's requirements include the ability to: • Monitor Facebook fan page for
new posts and comments from customers • Link new posts and comments to an existing
customer record • Respond to posts from the existing Salesforce Console for Service •
Create and link social personas to contacts What should a consultant recommend to
meet these requirements?
A.
B.
C.
D.
55)
Administrator Sandbox
Partial Copy Sandbox
Full Sandbox
Developer k Pro Sandbox
Test Sandbox
Create a Lightning Platform app for Facebook monitoring.
Enable Social Customer Service.
Integrate Facebook to its existing Customer Community.
Enable Salesforce social profile on contacts.
Universal Containers (UC) needs to invoke a process on an external system (NOT in
Salesforce) whenever cases are created or updated by contact center agents. UC does
NOT want to use any customized code to accomplish this. Which solution should a
Consultant recommend?
A. Scheduled batch Apex processing job
B. Workflow -driven outbound messaging
C. Visualforce page APEX SOAP async callout
D. RESTful services with GET, POST, or PUT
56)
Universal Containers (UC) wants customers to be notified by email when their issue is
resolved. The notification should contain a reference link in the form of their case
number. The customer should be able to click the link and be redirected to the resolved
case in UC's Community. Which three features must be configured to accomplish this?
Choose 3 answers
A. Email Alert
B. Email Relay
C. Email Template
D. Assignment Rule
E. Workflow Rule
57)
Universal Containers agents often need to access the same cases, contacts, and orders
multiple times per day.
What should a consultant recommend to meet this requirement?
A. Embed a "Recent Items" Visualforce component into the Salesforce Console for
Service.
B. Enable the "Access Recent Items" user permission on the user profiles.
C. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
D. Enable the "History" component within the Salesforce Console for Service.
58)
Universal Containers allows Agents to work remotely using a company -provided
laptop, butdoes NOT control the quality of their internet service. Agents must be able to
use live agent functionality remotely. Which two options should a Consultant
recommend to ensure Agentscan efficiently use this functionality? Choose 2 answers
A.
B.
C.
D.
59)
Ensure each laptop has a modern browser installed.
Coach users on minimizing open console tabs.
Allow the user to log into Live Agent from multiple browsers.
Add additional components to the Lightning console.
Universal Containers Call Center Agents have limited visibility to customer support
levels,resulting in inconsistent response times and lengthened resolution times. Which
two recommendations should a Consultant recommend to improve the agent experience
and reduce response and resolution times? Choose 2 answers
A. Configure Assignment Rules based on Case Priority.
B. Add the Entitlements related list to the Account Page Layout.
C. Create a Report of all active Entitlements grouped by Customers.
D. Configure Success, Warning, and Violation Actions for Milestones.
60)
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.
B.
C.
D.
61)
Community
Web -to -Case
Live Agent
Chatter Questions
Universal Containers contact center would like to measure and communicate case
escalationrates to management.
Which solution should a consultant recommend to meet this requirement?
A. Create a formula field on the case record to calculate percentage of escalated cases.
B. Create a daily snapshot report of all cases and calculate percentage of escalated cases.
C. Create a case report with a custom summary formula to calculate the percentage of
escalated cases.
D. Create a bucket field on a report to calculate the percentage of escalated cases.
62)
Universal Containers customer support management wants to provide proactive
communications to customers who are likely to provide low customer satisfaction
(CSAT) scores.
Which two customer -related metrics should the customer support management
analyze?Choose 2 answers
A.
B.
C.
D.
63)
Time spent by account year-to-date
New cases opened by account channel
Escalated cases by account month -to -date
High -priority cases opened by account month -to –date
Universal Containers customers are encouraged to submit web cases when they find
errorsor omissions in product documentation. The information is captured on a case with
the 'Errata' record type. The Technical Writing Manager would like to send an email to
the
customer that includes details of the correction process. What should a consultant
recommend to meet this requirement?
A. Create an auto -response rule that sends an email message to the case contact when a
case with the "Errata" record type is created.
B. Create an Apex trigger that sends an email message to the case contact when a case
withthe "Errata" record type is created.
C. Create a workflow rule and email alert action that sends an email to the case
contactwhen a case with the "Errata" record type is created.
D. Create an assignment rule that sends an email to the case contact when a case with
the"Errata" record type is created.
64)
Universal Containers email policy requires that all email traffic remain within its firewall.
Currently, the company has 200 support agents handling email from five different time
zones. Which solution should a consultant recommend?
A.
B.
C.
D.
65)
Web-to-Case
Email-to-Case
Salesforce for Outlook
On-Demand Email-to-Case
Universal Containers Executives want to see contact center metrics from each of its
different geographic regions. How should a Consultant support this requirement?
A.
B.
C.
D.
Create a Dashboard for each Region.
Create a single Dashboard with a Region filter.
Create a Dashboard for each Case Team.
Create a single Dashboard with a Case Team filter.
66)
Universal Containers has a service level agreement (SLA) with customers that requires
anagent to take ownership of and respond to incoming cases within two hours of case
creation. Which solution will help Universal Containers meet its SLA?
A. Use case auto-response rules to send an email to support managers within one hour
ofcase creation.
B. Assign cases to queues and use escalation rules to escalate cases that have NOT been
accepted by an agent within one hour.
C. Create a workflow rule to send an email to support managers when a case is created
andassigned to a queue.
D. Create a workflow rule to assign a task to all members of a queue if a case has NOT
beenaccepted by an agent within one hour.
67)
Universal Containers has a single contact center that handles all service requests including
chat, Cases, and web form submissions. It is important that Reps are assigned work evenly
so that all requests are handled in the order they are received. How would a Consultant
address this requirement?
A.
B.
C.
D.
68)
Configure Case Assignment Rules
Configure Omni-Channel with Most Available Routing
Configure Live Agent Skills-based Routing
Configure Omni-Channel with Least Active Routing
Universal Containers has an upcoming maintenance window where read-only access
will beavailable.
Which two actions will Universal Containers be able to perform during this window?
Choose 2 answers
A. Run and view Salesforce reports.
B. Update case data for a customer.
C. Post report information on Chatter.
D. Review existing cases for an account.
69)
Universal Containers has built a custom Visualforce page called "Knowledge" that is
usedinternally to access Classic Knowledge. Which two steps must be taken to ensure
the Visualforce page continues to work after migrating to Lightning Knowledge?
A.
B.
C.
D.
70)
Remove Apex code references to the Article RecordType field.
Configure the Visualforce page to use the Lightning Design System.
Rename the Visualforce page to "Lightning Knowledge"
Remove Apex code references to the ArticleType field.
Universal Containers has created a new partner on -boarding process that requires an
agent to create ten open activities that correlate to a step of the on -boarding experience.
Creating activities is labor-intensive and can take up to 20 minutes each to complete.
What is the mostcost-effective solution to create these activities?
A. Hire a certified developer to write an apex trigger that creates each new activity.
B. Provide a macro that will automatically create the activities when executed.
C. Add an object -specific custom quick action to create new activities.
D. Assign a single agent to create the activities on all new onboarding cases.
71)
Universal Containers has determined that case list views are slow to load because of the
largenumber of cases in the system.
Which two actions will improve the performance of the list views?
Choose 2 answers
A. Remove filter criteria from the views.
B. Restrict visibility of the views.
C. Reduce the number of fields displayed.
D. Filter the views by case owner.
72)
Universal Containers has four internal divisions that use Salesforce Knowledge.
Compliancerequirements mandate that each division should only have access to its own
articles when performing a search. Which solution should a consultant recommend to
meet this requirement?
A. Create separate data category groups for each division and assign the category to a
division profile.
B. Create a sharing rule for each division to provide access using the role hierarchy.
C. Create a sharing rule for each division to provide access based on criteria of the article.
D. Create a single data category group for each division and provide access using the role
hierarchy.
73)
Universal Containers has implemented Service Cloud in its call center and wants to
integrate it with its existing telephony system. All members of staff use a standard build
fordesktop computers and the IT department has indicated that they are unable to
produce a custom desktop build for the call center staff. Which solution should a
consultant recommend?
A.
B.
C.
D.
74)
Implement an adapter using the Telephony API.
Move to a cloud -based telephony system.
Implement an adapter built on Open CTI.
Build an adapter using the telephony vendor's toolkit.
Universal Containers has millions of customers in Salesforce, but only a very small
percentage have opened support cases in the past. Recently, Universal Containers has
implemented a Customer Community and plans to allow customers to be authenticated
users to increase self-service rates.
Which two methods should be used to enable the customers on the
Community? Choose 2 answers
A. Have agents manually create Users when Community access is requested by
Customers.
B. Have agents provide Customers with Community registration instructions when
workinga case.
C. Identify active Customers and send them registration instructions via email.
D. Send email notifications to all Customers to join the Community.
75)
Universal Containers has recently implemented a Customer Community to allow its
customers to create and update their cases online. What should a consultant recommend
toensure Customer Community users are able to access only their cases online, including
cases created by the support team on their behalf over the phone?
A. A sharing set to grant the Customer Community user access to records associated
totheir Contact record.
B. An organization-wide default of Public Read/Write on the Case object.
C. A sharing rule to ensure record access is granted based on the Customer
Communityuser role hierarchy.
D. A sharing rule to ensure record access is granted based on criteria of the case.
76)
Universal Containers has recently set up an email -to -case channel for customers to
submit cases. However, they are having trouble tracking and relating email responses to
the relatedSalesforce case. What should a Consultant recommend to address this issue?
A.
B.
C.
D.
77)
Convert to an On -Demand Email -to -Case setup.
Insert a reference Thread ID in the email subject template.
Assign a user to manually manage incoming email.
Use Omni -Channel to automatically route inbound email.
Universal Containers has scheduled a major upgrade to its Customer Community next
month. The community is expected to be unavailable for approximately 8 hours. The
executive team is concerned about how the upgrade and associated outage will impact
customers. Which three measures should the Consultant recommend to ensure
transparencyduring the upgrade process? Choose 3 answers
A. Publish ongoing updates to the community knowledge base with details about the
upgrade.
B. Communicate information about the upgrade to customers in advance.
C. Send routine status updates to customers via Chatter during the upgrade.
D. Replace the default outage page with a custom page containing upgrade information.
E. Notify customers once the upgrade is completed and full services are restored.
78)
Universal containers has Tech SUpport and general customer Service teams that use
uniqueservice console applications. Which two configurations should a Consultant use
when deploying the console? Choose 2 answers
A. Assign users a Permission Set with access to the service console app.
B. Assign users a Sharing Rule with access to the service console app.
C. Assign users to a Public Group with access to the service console app.
D. Assign users a Profile with access to the service console app.
79)
Universal Containers has Technical Support and general Customer Service teams that
useunique Service Console applications. Which two configurations should a Consultant
use when deploying the console? Choose 2 answers
A.
B.
C.
D.
80)
Assign users to a Permission Set granting the Service User license.
Assign users to a Permission Set with access to the service console app.
Assign users the Service User license on their User record.
Assign users to a Public Group with access to the service console app.
Universal Containers initiates cases based on electronic transmissions from power units.
Thecase 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 customer to
review theactivities.
• Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer
contactsshould 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.
B.
C.
D.
E.
81)
Visibility and access to the work order records
Work order and customer contact escalation requirements
Account team relationship to the primary contact
Case closure rules on the original case
Total number of account and contact records in the database
Universal Containers is bringing a new division under their existing Customer Service
Contact Center. This will involve servicing several thousand new customers.
Which method should a Consultant recommend for importing this data into Universal
Containers Service Cloud instance?
A.
B.
C.
D.
82)
Universal Containers is changing its case management system to Salesforce. All active
accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce
forgo-live. Which approach should be used for the data migration?
A.
B.
C.
D.
83)
Cloud -to -Cloud Integration Toolkit
Bulk Data Transfer API
Data Integration via SOAP API
Java Language Specific Toolkit
Prepare, Plan, Test, Execute, Validate
Plan, Prepare, Test, Execute, Validate
Prepare, Plan, Validate, Execute, Test
Plan, Prepare, Validate, Execute, Test
Universal Containers is concerned with system performance in its contact center because
the number of contact records has exceeded 40 million. What platform functionality
mightbe affected by the number of contact records?
A. Contact view page load time
B. Contact report run time
C. Contact list view edit time
D. Contact related list load time
84)
Universal Containers is considering a Knowledge-Centered Support (KCS)
implementation.Which three benefits can be expected from KCS adoption? Choose 3
answers
A.
B.
C.
D.
E.
85)
Increased call deflection
Increased call routing accuracy
Reduced issue resolution time
Reduced support channels
Optimized use of resources
Universal Containers is exploring ways to provide its customers with more self-service
options in its new Customer Community to reduce the number of interactions with their
contact center.
Which
two
features
should
a
Consultant
consider
implementing? Choose 2 answers
A. Use a community template to set up their customer community.
B. Enable web -to -case on their public website.
C. Enable Live Agent in their community to chat with an agent.
D. Add the Question action to Chatter in the community publisher.
86)
Universal Containers is implementing a call center using CTI (computer -telephony
integration). Which three items, at a minimum, must be implemented and deployed to
ensuresuccess? Choose 3 answers
A.
B.
C.
D.
E.
87)
Install CTI Adapter using Open CTI.
Deploy Call Center Directory.
Configure Call Center definition.
Configure IVR auto response.
Assign users to a Call Center.
Universal Containers is implementing a Knowledge Base and wants to empower certain
managers to create, edit, and manage articles. All articles should be reviewed by these
managers before being published, while some articles need an additional layer of legal
review as well. Which three actions should a Consultant recommend to meet these
requirements? Choose 3 answers
A. Grant managers the Manage Salesforce Knowledge permission.
B. Create at least two different data categories.
C. Create at least two different article types.
D. Create at least two different approval processes.
E. Grant managers the Manage Data Categories permission.
88)
Universal Containers is implementing an entitlement process to measure customer service
level agreements (SLAs).
Which two approaches can be used to accomplish this
goal?Choose 2 answers
A. Representing metrics such as first -response and resolution time on cases
B. Monitoring the case escalation rule queue to confirm service levels are met
C. Identifying the customer contact associated with a particular stage of a service contract
D. Displaying whether a case response complies with a customer's service level
agreement
89)
Universal Containers is implementing Salesforce Classic Knowledge and immediately
wants to begin building a repository of frequently asked questions (FAQ) encountered
bycontact center agents. How can this be accomplished?
A. Create an FAQ article type and configure the enable suggested articles option in
supportsettings.
B. Define a data category called FAQ and assign category visibility to users in the contact
center role.
C. Enable Ideas for contact center agents and have them submit FAQ articles at the
time acase is closed.
D. Create an FAQ article type and enable the submit articles feature on the case close
pagelayout.
90)
Universal Containers is implementing Salesforce Knowledge at its contact center. The
contact center has a dedicated support team for each product that it supports. Contact
center agents should only be able to view articles for the product they support.
Which solution should a consultant recommend to meet this requirement?
A. Assign team -based roles to the associated product article type.
B. Assign team -based profiles to the associated product article type.
C. Assign team -based roles to the associated product data category value.
D. Assign team -based profiles to the associated product data category value.
91)
Universal Containers is launching a full line of new products and Service Cloud should
support the following requirements: • Agents need to collaborate with other teams. •
The product development team needs to be alerted on high-priority cases for specific
products.Which solution will meet these requirements?
A.
B.
C.
D.
92)
Use Process Builder for notifications and case teams to monitor cases.
Use Process Builder for notifications and account teams to monitor cases.
Use escalation rules for notifications and account teams to monitor cases.
Use escalation rules for notifications and case teams to monitor cases.
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using
the Lightning Knowledge Migration Tool and noticed that none of the Article file
attachments were migrated. How can a Consultant migrate the file attachments?
A. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.
93)
Universal Containers is planning to provide different levels of support to customers in
orderto ensure its Agents are working within the confines of the Service Level
Agreement. Which feature should the Consultant consider?
A.
B.
C.
D.
94)
Universal Containers is training a new set of Service Reps. Part of the training includes
handling Live Agent chats from customers. However, it is important that contact center
managers monitor the chat sessions to ensure the Service Reps' responses are
professional and accurate and to be able to assist when needed. What Lightning Console
feature should aConsultant configure to support this need?
A.
B.
C.
D.
95)
Omni-Channel routing
Standard Email-to-Case
Web-to-Case forms
On-Demand Email-to-Case
Universal Containers is using the Lightning Service Console for managing cases and
wants to add a softphone to enable click-to-call capability. Which three configurations
are neededfor the softphone to work in Salesforce? Choose 3 answers
A.
B.
C.
D.
E.
97)
Configure the SOS snap-in for the Lightning Service Console.
Add the Live Agent Component to the Utility bar.
Configure Omni-Channel Supervisor tab and 3rd party access.
Configure Live Agent Supervisor tab and Whisper Messages.
Universal Containers is trying to reduce the amount of time support agents spend
creatingcases. The new method for case creation must allow for 4000-5000 new cases a
day, as well as the attachment of documents under 25 MB by the customer. Which
method shouldthe Consultant suggest?
A.
B.
C.
D.
96)
Omni-Channel
Entitlements
Case Escalation
Case Milestones
Enable Live Agent in their community to chat with an agent.
Create a softphone layout and assign to user profiles.
Install an adapter from AppExchange to work with third-party CTI systems.
Assign the correct Salesforce users to the Call Center.
Assign the Salesforce CTI license to Salesforce users.
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year
andwants to maintain performance over time
Which two recommended techniques should be utilized?
Choose 2 answers
A. Create a data retention plan that archives or purges Cases at regular intervals.
B. Write an Apex trigger that deletes one case each time a new case is created.
C. Optimize queries to reduce the scope of Cases included with each search.
D. Ask contact center managers to review data each quarter to possibly delete.
98)
Universal Containers needs to customize Salesforce to improve its Support Agents
experienceso they can work more efficiently.
Which feature requires Service Console?
A.
B.
C.
D.
99)
Utility Bar
Access to Knowledge Articles
Open multiple case records as tabs and sub tabs
Unique page layouts for each Case Record Type
Universal Containers needs to improve Customer Satisfaction, Average Handle Time,
andFirst Call Resolution KPI scores across their Customer Service, Technical Support,
and Field Service Contact Centers. Which two items should a Consultant consider to
improve the KPI scores? Choose 2 answers
A.
B.
C.
D.
Service Console Knowledge Components
Service Console Profile Assignments
Data Categories and Article Actions
Data Categories and Article Types
100) Universal Containers needs to provide contact center agents with access to a customer's
payment history if the call concerns a billing problem. The following considerations need
tobe taken into account: • Billing problems account for less than 5% of calls. • Billing
data is stored in an external system containing over 20 million records. • Agents do not
want to maintain separate login sessions for Salesforce and the billing system. Which
two solutions should a consultant recommend? Choose 2 answers
A. Import payment data into Salesforce and add to the contact page layout as a related
list.
B. Use Lightning Connect to connect and access data in real-time from the billing system.
C. Create a custom tab of type URL that displays a search page from the billing system.
D. Create a Visualforce page that retrieves payment information via a Web Service callout.
101) Universal Containers plans to migrate its existing knowledge base into Salesforce
Knowledge.
Which three statements must be considered?
Choose 3 answers
A.
B.
C.
D.
E.
One .csv import file is uploaded for all article types.
A separate .csv import file is uploaded for each article type.
Attachments and .html files must be referenced in a corresponding .zip
A separate .csv import file is uploaded for each data category.
Each article must be associated to an article type.
102) Universal Containers provides Customer Support for two separate business operations.
The cases managed for each operation have different steps and fields. Which three
features couldbe implemented to support this? Choose 3 answers
A.
B.
C.
D.
E.
Omni-Channel
Page Layouts
Record Types
Support Processes
Article Types
103) Universal Containers purchased Knowledge and would like to implement it as soon as
possible.
What approach should a consultant recommend?
A. Activate Knowledge One on the case detail pane.
B. Create a Knowledge Visualforce component on the case detail page.
C. Create a Knowledge Visualforce component within the Salesforce Console for Service.
D. Activate Knowledge One within the Salesforce Console for Service.
104) Universal Containers recently deployed a Salesforce Knowledge implementation, but is
looking to evaluate the quality of the articles being produced. What should the Consultant
recommend to gather information on Knowledge article usefulness?
A.
B.
C.
D.
Contact Salesforce to send a report on article efficacy.
Send out a monthly survey to customers requesting feedback.
Install Knowledge Base Dashboards and Reports AppExchange package.
Create a group of super users that will evaluate and manage articles.
105) Universal Containers recently rolled out a Lightning Knowledge implementation;
however,users are finding unreliable and unrelated Knowledge Articles displayed in the
Knowledge
One widget in the Salesforce Console. Which two actions should a Consultant
recommendto address the lack of quality checking? Choose 2 answers
A.
B.
C.
D.
Restrict the Manage Articles user permission.
Require that an article be added when closing a case.
Set up an intuitive Data Category hierarchy.
Enable and configure wildcards for article searches.
106) Universal Containers regularly has issues with customers that need complex,
hands-ontechnical support with high-priority issues in hard -to -visit places.
What should a Consultant recommend for reliable real-time support to customers with
theserestrictions?
A. Customer Community
B. Field Service Lightning
C. Salesforce Knowledge
D. SOS Video Chat
107) Universal Containers requires that users have the ability to view specific cases, as
determined by the product type field on the case. When a case is created or closed, an
emailshould be sent only to users who have access to the case. Which two features
should a consultant recommend to meet these requirements? Choose 2 answers
A.
B.
C.
D.
Escalation rules
Process Builder
Auto -response rules
Case teams
108) Universal Containers runs a support operation with multiple call centers. The Support
Manager wants to measure first-call resolution by call center location, agent, and calendar
month. Which reporting solution should the Consultant recommend?
A. Create a list view report that includes fields for call center location, agent, calendar
month, and firstcall resolution.
B. Create a reporting snapshot that includes fields for call center location, agent,
calendarmonth, and
first-call resolution.
C. Create a joined report that includes fields for call center location, agent, calendar
month,and first-call resolution.
D. Create a matrix report that includes fields for call center location, agent, calendar
month,and firstcall resolution.
109) Universal Containers Tier 1 Support Call Center has realized an increase in call volume
ona new product line. In addition, the Tier 1 Agents are having trouble resolving issues
and have been escalating to Tier 2 for support. What should a Consultant recommend to
reducethe call volumes and escalations?
A.
B.
C.
D.
Configure IVR routing to bypass Tier 1 for the product line.
Create Knowledge Articles and publish internally and publicly.
Configure Omni -channel to assign cases directly to Tier 2.
Create a dashboard to track and manage call volumes by type.
110) Universal Containers uses Live Agent to interact with customers. Service Reps
complain that it takes too much time end the chat and close the case. Which two features
should a Consultant recommend to address this concern: Choose 2 answers
A.
B.
C.
D.
Quick Text
Macros
Visual Workflow
Lightning Guided Engagement
111) Universal Containers wants articles to be suggested to agents based on information they
aretyping into the case. Which solution should a consultant recommend?
A. Enable the Knowledge sidebar related list on the case page layout.
B. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the
case page layout.
C. Enable the Knowledge sidebar setting in the case support settings.
D. Create a Visualforce page called Knowledge sidebar on the case page layout.
112) Universal Containers wants customers to have the ability to log cases with structured
dataand route based on Urgency and Product Line. How should a Consultant
accomplish this?
A.
B.
C.
D.
Standard Email-to-Case with assignment rules
Lightning Email with web routing prioritization
Omni-Channel with prioritized queues
Standard Web-to-Case with assignment rules
113) Universal Containers wants to be able to assign Cases based on the same criteria they use
for Live Agent chats. Which feature should a Consultant recommend?
A. Live Agent Queue-based routing
B. Omni-channel Queue-based routing
C. Case Skills-based Assignment Rules
D. Omni-channel Skills-based routing
114) Universal Containers wants to create a process to verify that customers are eligible for
support before a case is created. A consultant recommends using entitlement
management to meet thisrequirement.
Which two benefits are realized by using the entitlement management
feature?Choose 2 answers
A.
B.
C.
D.
Ability to enforce service levels with time -dependent processes
Ability to prompt callers for the service contract number within IVR menus
Ability to determine if a customer has escalated a case in the past
Ability to specify unique service levels for each customer
115) Universal Containers wants to deploy Live Agent as a new support channel, and wants its
Support Agents to be able to respond to chats quickly. Which two features should a
Consultant recommend? Choose 2 answers
A.
B.
C.
D.
Activate quick text
Configure LiveMessage
Deploy Pre -Chat Form
Create quick actions
116) Universal Containers wants to deploy the Service Cloud to its contact centers located
across North America, Europe, and Asia. The company wants standardized contact center
processesand reporting implemented in its centers worldwide. Which approach should a
consultant recommend in this scenario?
A. Recommend that the VP of Worldwide Support design a global template to provide
aclear vision and standardization.
B. Assign teams in each major contact center to design a solution unique to its needs
andhave an analyst build a combined report.
C. Assign a global team of experienced agents and leaders to create a common design
template and report structure.
D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one
worldwide process and reporting.
117) Universal Containers wants to ensure the contracted service level requirements for its
clients are being met. What should be configured to meet this requirement?
A. Entitlement processes, milestones, milestone actions, and entitlements
B. Entitlement processes, contracts, contract line Items, and entitlements
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, contracts, milestones, and milestone actions
118) Universal Containers wants to implement a Knowledge management process with the
following requirements:
• It must contain four different kinds of content: customer FAQs, product
specifications,contact center procedures, and product manuals.
• It must provide the ability to filter Knowledge search results by a single product,
multipleproducts, or all 56 Products.
• Any product -related content created by contact center agents must be approved by
thecontact center manager and the Knowledge manager before being published.
• Product content should only be visible internally to contact center agents who handle
thatproduct.
Which three should a consultant recommend to meet these requirements?
Choose 3 answers
A.
B.
C.
D.
E.
Configure data category values for each product.
Configure article types for each kind of content.
Define approval processes for each product.
Define approval processes for each article type.
Configure workflow rules for each data category.
119) Universal Containers wants to implement a new web presence to support its customers.
It has provided the following requirements: • Ability for visitors to search Knowledge
articles without registering or logging in • Ability for over one million registered
customers to securely submit cases and view the status of those cases • Ability to
display white papers to registered customers • Ability for registered customers to save
favorite Knowledge articles for easy access later What should the consultant recommend
as part ofthe solution?
A.
B.
C.
D.
Implement Employee Communities with Content.
Implement Partner Communities with Knowledge.
Implement Customer Communities with Knowledge.
Implement Customer Communities with Content.
120) Universal Containers wants to implement best practices for its customer support teams
andhas decided to follow a Knowledge-Centered Support (KCS) methodology Which two
benefits can be expected from KCS adoption? Choose 2 answers
A. A knowledge article life cycle that is implemented correctly the first time and does not
need to change
B. Reduced first contact resolution
C. A knowledge article life cycle that evolves based on usage and demand
D. Reduced issue resolution time
121) Universal Containers wants to implement Knowledge to assist agents with the resolution
ofcases. Which three recommendations should a consultant make to meet this
requirement? Choose 3 answers
A.
B.
C.
D.
E.
Enable article customization for open cases.
Enable agents to create their own personal articles.
Enable suggested articles on new cases.
Enable article submission during case close.
Create an email template to send articles as PDF attachments.
122) Universal Containers wants to implement Omni Channel within Service Cloud for its
representatives. What is the first step required to configure Omni Channel?
A.
B.
C.
D.
Enable Omni Channel by clicking Settings in Setup.
Contact Salesforce to have Omni Channel enabled.
Assign Users to Omni Channel permissions.
Assign Users to the Omni Channel Feature License.
123) Universal Containers wants to import articles from a previous database into their new
Salesforce Knowledge implementation. Many of their "How To articles have images that
must be migrated. Which statement is true about migrating images into Salesforce
Knowledge?
A.
B.
C.
D.
Ensure that each image does NOT exceed the maximum of 25 MB.
Convert all images to .jpeg, as this is the only supported file type.
Upload the images into Salesforce prior to importing the articles.
Include images in an .html file using the image tag and src attribute.
124) Universal Containers wants to maintain Service Level Agreements on its customer
cases. Customers are provided different service levels based on their Services agreement.
The VPof Customer Service wants to use Service Cloud to track and ensure senior
management isalerted when cases have NOT completed certain stages. Which Service
Cloud feature should the Consultant recommend to address this requirement?
A.
B.
C.
D.
Entitlements and Milestones
Case Escalation
Case Assignment
Salesforce Console
125) Universal Containers wants to measure the efficiency of its contact center. Which three
metrics should the contact center manager analyze? Choose 3 answers
A.
B.
C.
D.
E.
Number of open cases per day
Number of new customers added
Number of closed cases on first call
Average number of days to close cases
Number of cases escalated
126) Universal Containers wants to migrate articles from its current database as part of a new
Salesforce Lightning Knowledge implementation. Which factor should a Consultant
consider as part of the migration strategy?
A. Ensure that each existing article type has a corresponding Salesforce Knowledge
articlerecord type that matches its structure and content
B. Prepare a single .csv file that can be used to migrate all article types at once and
includewith a properties file in a .zip for import.
C. Verify that each article type has field-level security on all fields set to read-only
prior toimport, in order to prevent any loss of data.
D. Convert any articles containing HTML into plain text before importing because HTML
isNOT supported in any article field types.
127) Universal Containers wants to offer its customers interactive chat as well as Case
processing. The same team of Service Representatives will be handling both types of
communication from customers. Which solution should a Consultant recommend to
ensurethat Service Reps are only assigned an appropriate number of issues?
A.
B.
C.
D.
Omni Channel
Process Builder Assignment
Live Agent
Case Assignment Rules
128) Universal Containers wants to provide a more consistent service experience to its
customersand is evaluating the Service Cloud macro feature. Which three configurations
must be made? Choose 3 answers
A.
B.
C.
D.
E.
Users must use Lightning Experience.
Publisher Actions used in the macros must be on the page layout.
The Macros widget or utility must be added to the console.
The Run Macros Permission must be granted to users.
The Run Macros Action must be on the page layout.
129) Universal Containers wants to provide a more consistent service experience to its
customers and is evaluating the Service Cloud macro feature. Which three configurations
must be made before Universal Containers can deploy macros? Choose 3 answers
A.
B.
C.
D.
E.
Case Feed must be enabled.
Users must use Lightning Experience.
Publisher Actions used in the macros must be on the page layout.
The Run Macros Permission must be granted to users.
The Macros widget or utility must be added to the console.
130) Universal Containers wants to provide its five million customers a solution where
customerscan 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.
B.
C.
D.
Customer Community
Employee Community
Partner Community
Company Community
131) Universal Containers wants to provide its resellers a secure portal where they can
managetheir customer accounts, submit and track the status of their cases, and view
reports and dashboards. Which solution should a consultant recommend?
A.
B.
C.
D.
Partner Community
Reseller Community
Customer Community
Employee Community
132) 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.
B.
C.
D.
E.
Omni-Channel
Publisher Actions
Macros
Quick Text
Chatter
133) Universal Containers wants to reduce the volume of calls into their Product Support
Contact Center. Which three features should a Consultant recommend?
Choose 3 answers
A.
B.
C.
D.
E.
Communities
Chatter Questions
Public Knowledge
Field Service
Macros
134) Universal Containers will be launching a telesales contact center.
What are two design considerations?
Choose 2 answers
A.
B.
C.
D.
Integration with Lead Generation applications
Integration with Field Service teams and applications
Performance for high volume of interactions
Strategies to maximize call deflection
135) Universal COntainers would like to implement a solution to hold service reps accountable
to customer service level Agreements. Which two steps are necessary to satisfy this
requirement? Choose 2 answers
A.
B.
C.
D.
Set up Milestones.
Enable Work Orders.
Create an Entitlement Process.
Configure Service Contracts.
136) Universal Containers' customer service technicians need to access the following
informationwhile at a customer site to complete the service call:
• Customer order history
• Level of contracted support
• List of replaceable parts
Which system can Salesforce integrate with to retrieve this information and make it
availableto technicians in the field?
A.
B.
C.
D.
An enterprise resource planning system
A knowledge management system
A workforce management system
A third -party mobile application platform
137) Universal Containers' support team requires its customers to submit their support
inquiriesvia free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are
listed below: • Support attachments up to 30 MB per inquiry • Over 10,000 inquiries per
day What solution should a consultant recommend to meet these requirements?
A.
B.
C.
D.
Email-to-Case
Web-to-Case
On-Demand Email-to-Case
Customer Chatter groups
138) What are the two basic concepts of Knowledge -Centered Support (KCS)?
Choose 2 answers
A. Developing a knowledge base on the experience of an individual
B. Rewarding learning, collaboration, sharing, and improving
C. Evolving content -based product lifecycles
D. Creating content as a result of solving issues
139) What are three best practices that should be used when deploying Salesforce
functionalityto production? Choose 3 answers
A. Plan and communicate the deployment to all users of the organization in advance.
B. Ensure all users refrain from logging into production for an entire day prior to
deployment.
C. Select a window of time when users will NOT be making changes to the organization.
D. Ensure that at least 60% of the code is covered by unit tests before deploying to
production.
E. Migrate a test deployment to a staging environment for a smoother real-life
experience.
140) What are three considerations when adding a report chart to a Console Component?
Choose3 answers
A.
B.
C.
D.
The report chart is added to the Page Layout.
The report is shared with a Chatter Group.
The report is a Summary or Matrix report.
The report contains a chart.
E. The report has a standard Report Type.
141) What are two benefits of deploying Knowledge in Customer Communities? Choose 2
answers
A. Reduces incoming call volume
B. Replaces the need for an email channel
C. Uncovers gaps in the knowledge base
D. Eliminates tracking of customer entitlements
142) What are two design considerations for a Live Agent implementation? Choose 2 answers
A.
B.
C.
D.
Chat Visitor Browser
Chat Window Title
Chat Character Limit
Idle Connection Timeout
143) What is a recommended way to migrate data from an external system while ensuring that
the data adheres to data quality rules established for the Salesforce org?
A.
B.
C.
D.
Cleanse the data outside of Satesfbrce and then migrate the data.
Use the Salesforce data loader to load and cleanse the data.
Use the Salesforce import wizard to load and cleanse the data.
Upload the data into Salesforce and then run data cleansing tools.
144) What should a Consultant recommend to ensure Live Agent chat requests contain enough
information for Reps to effectively respond?
A.
B.
C.
D.
Configure Lightning Guided Engagement.
Configure a Live Chat Validation Rule.
Customize the Pre-chat form.
Customize the Lightning Console chat page.
145) What statement is true about the Salesforce Knowledge article lifecycle?
A. Knowledge uses public groups as a way to assign users to specific tasks related to
articles.
B. Articles CANNOT be published until they are reviewed and validated by a qualified
author.
C. Approval processes CANNOT allow publishing of articles that have specific
validationstatuses.
D. Article permission sets allow agents to participate in the article publishing process.
146) When Service Reps view a Case, they often need to see the Case History of other Cases
forthat same Account. How should a Consultant configure the Lighting Service Console
to support this requirement?
A.
B.
C.
D.
Account tabs and Cases tab
Case tabs with Account subtabs
Account tab with Cases related list
Account tabs with Case Subtabs
147) When Support Agents are working on a case, the Support Manager at Universal
Containerswants the agents to see the case number, case subject, and case description in
the case highlights panel. How can a Consultant implement this functionality with
configuration?
A. Remove these fields from the page layout and add the fields to the highlights panel.
B. Add these fields to the page layout and add the components to the highlights panel.
C. Remove these fields from the page layout and add the components to the highlights
panel.
D. Add the fields to the page layout and add the fields to the highlights panel.
148) Which feature should a Consultant configure to allow global Service Reps to call
customersfrom within the Lightning Service Console?
A.
B.
C.
D.
Local Presence
Macros
Open CTI
Lightning Dialer
149) Which feature should a Consultant recommend to allow a Tier 2 Service Representative to
take over case processing from Tier l and know how far Tier l had progressed in
troubleshooting?
A.
B.
C.
D.
Service Console Macros
Lightning Guided Engagement
Path for Cases
Lightning Flow Component
150) Which Lightning Service Console feature should be used to enable Service Reps to send
emails with attachments to customers based on the Case details?
A. Process Builder
B. Lightning Knowledge
C. Macros
D. Visual Workflow
151) Which method can be used to route cases from social channels?
A.
B.
C.
D.
Use Twitter-to-case and add workflow rules to the case object.
Enable Social Customer Service and add assignment rules to the case object.
Enable Social Network Profile and add workflow rules to the contact object.
Enable Social Network Profile and add assignment rules to the case object.
152) Which Search mechanism should be used to find Case Comments from within the
LightningService Console?
A.
B.
C.
D.
Comment Search Component
Comments List View
Global Search
Search Utility Component
153) Which three are characteristics of Visual Workflow? Choose 3 answers
A.
B.
C.
D.
E.
Elements can be used to pass data to legacy systems.
Apex code must be used to update fields in the database.
Only one version of a flow can be activated at a time.
Elements can be used to update fields in the database.
Apex code must be used to pass data to legacy systems.
154) Which three features should a Consultant recommend to allow a customer to resolve
issuesthrough self-service? Choose 3 answers
A. Customer Community
B.
C.
D.
E.
Web -to -Case
Live Agent
Knowledge Base
Chatter Answers
155) Which three processes are uses case for Visual Workflow?
Choose 3 answers
A. Caller verification and creation of a new case
B. Assignment of email to a case queue based on subject
C. Field validation during case creation
D. Decision -based troubleshooting for agents
E. Cross -sell promotions for agents
156) Which two advantages does Salesforce provide with the OpenCTI framework?
Choose 2 answers
A. Agents can use telephony on a wide range of browsers and operating systems while
onlydeveloping once.
B. Developers can embed API calls and processes on web pages to automate call handling
processes.
C. Developers can integrate with any telephony platform available with little to no need
forcustomization.
D. Agents can run their SoftPhone at the operating system level, embedded in the task bar
orsystem tray.
157) Which two are common deflection techniques to reduce the number of interactions for a
contact center? Choose 2 answers
A.
B.
C.
D.
Suggest articles for an email-to-case question.
Recommend articles during a call for a support agent.
Recommend articles prior to a Live Agent session.
Suggest articles for a web-to-case question.
158) Which two areas can an Administrator make Open CTI features available to users when
building a Lighting App using the App Manager?
Choose 2 answers
A. On a utility bar of the Lightning App
B. On a record Highlights Panel
C. On a record Activity Feed list
D. On the Calendar right hand panel
159) Which two capabilities of Lightning Knowledge ensure accurate content in Articles?
Choose 2 answers
A.
B.
C.
D.
Approval Process that assigns an Article to a Reviewer Queue.
Knowledge Action to Publish an Article once the Article is approved.
Validation Rules for article record types to verify all fields during creation.
Data Category to assign an article record type to a Reviewer.
160) Which two configuration steps are required before Quick Actions can be used in Macros?
Choose 2 answers
A.
B.
C.
D.
The specific Quick Action must be added to the Case Feed.
Global Actions need to be on the publisher layout.
The specific Quick Action must be added to the Case record page.
Quick Actions must be enabled in the org.
161) Which two solutions can be used to enable agents to manage multiple cases at the same
timewhen designing a Contact Center?
Choose 2 answers
A.
B.
C.
D.
Interactive Voice Response
Computer Telephone Integration
Social Customer Service
Live Agent
162) Which two solutions should a consultant recommend while designing a plan to decrease a
company's cost per call?
Choose 2 answers
A. Bypass entitlement verification.
B. Increase the call -to -order ratio.
C. Use integrated voice response.
D. Use suggested Knowledge articles.
163) Which two solutions should Universal Containers consider to increase Contact Center
Agentproductivity?
Choose 2 answers
A. Enable templates for written responses.
B. Increase the number of agents.
C. Improve the agent interface.
D. Employ surveys to confirm customer satisfaction.