Universal Containers Sales Management Quiz!

25 Questions

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Management Quizzes & Trivia

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Questions and Answers
  • 1. 
    A team of publishers have created and published articles in Salesforce Knowledge. The manager wants to verify if the articles are useful to the agents.Which of the reports can help the desk manager use to determine the quality of the articles?
    • A. 

      A. Report on agent feedback on articles

    • B. 

      B. Report on articles attached to cases

    • C. 

      C. Report on the articles followed in Chatter

    • D. 

      D. Report on agents ratings on articles

  • 2. 
    Using the standard case management functionality, what can be mailed to the customer as a PDF?
    • A. 

      A. Articles attached to the side bar

    • B. 

      B. Knowledge articles attached to the case

    • C. 

      C. Products and assets associated to the case

    • D. 

      D. Contract details related to the entitlement

  • 3. 
    • A. 

      A. To use speech recognition to direct calls

    • B. 

      B. To receive multiple calls in one time

    • C. 

      C. To report caller’s background information

    • D. 

      D. To route calls to different agents

  • 4. 
    Universal containers has a SLA with customers that require an agent to take ownership and responds to incoming cases within 2 hr of case creation.Which solution would help Universal containers meet its SLA?
    • A. 

      A. Use case auto response rules to send an email to support managers within one hr of case creation

    • B. 

      B. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within an hour

    • C. 

      C. Assign cases to a queue and use an escalation rules to escalate cases that are NOT been accepted by an agent within an hr

    • D. 

      D. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue (Auto response rules – Send emails to customer when there is a criteria has met Escalation rules – for cases which remain open beyond – create an escalation rule to ensure there is an action after a designated time)

  • 5. 
    Universal container is setting up a field service dispatch contact center. Which functionality is considered when designing a contact center?
    • A. 

      Predictive dialer for outbound calls

    • B. 

      Chatter groups for customers

    • C. 

      Mobile access to case information

    • D. 

      Visibility to service

  • 6. 
    • A. 

      A. Provide access to a knowledge base with product brochures

    • B. 

      B. Deploy mobile devices with access to real-time customer data.

    • C. 

      C. Enable performance and fault monitoring in the field service application.

    • D. 

      D. Equip the IVR for warehouse cross reference and location information

  • 7. 
    Universal Containers wants to implement a new web presence to support its customers. It has provided the following
    • Ability for visitors to search knowledge articles without registration or logging in
    • Ability for over one million registered customers to securely submit cases and view the status of the 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 a part of the solution?
    • A. 

      A. Implement partner portal with Knowledge

    • B. 

      B. Implement Service Cloud portal with Content

    • C. 

      C. Implement Service Cloud portal with Knowledge

    • D. 

      D. Implement enterprise admin portal with Content

  • 8. 
    Universal containers needs to set up a Service cloud portal to provide customers with a self-service option for support. Which capability can UC can give as a part of the Service Cloud portal? (Choose 3)
    • A. 

      A. Allows customers to search a knowledge base

    • B. 

      B. Allows customers to follow Chatter feeds

    • C. 

      C. Allows customers to submit ideas and answers

    • D. 

      D. Allows customers to submit documents in Content

    • E. 

      E. Allows customers to customize their user interface

  • 9. 
    Universal containers has implemented Salesforce knowledge and the service manager wants to encourage agent base.Which metric should the service manager monitor?
    • A. 

      A. Number of article votes

    • B. 

      B. Number of customer ratings

    • C. 

      C. Number of approved articles

    • D. 

      D. Number of archived articles

  • 10. 
    Universal containers is experiencing system timeouts when running case reports. As a consultant what should you recommend to improve the performance of the reports? Choose 2 answers.
    • A. 

      A. Remove unnecessary columns from the reports

    • B. 

      B. Remove dashboards based on long running reports

    • C. 

      C. Remove formula fields from filter criteria

    • D. 

      D. Remove data boundaries from filter criteria

  • 11. 
    Universal containers is using the Service Cloud in its contact center. The contact center Manager wants to deploy chatter answers. What should a consultant recommend to integrate chatter answers into its Service Cloud implementation?
    • A. 

      A. Allow administrators and trusted community members to escalate questions to cases

    • B. 

      B. Display upto three category groups to help organize questions for easy browsing

    • C. 

      C. Create draft Knowledge articles from replies using promote to article button

    • D. 

      D. Use the close and resolve button to close a case and mark the question as resolved

  • 12. 
    Universal containers wants to shorten the average call time in its contact center by prompting its customers to enter the number and identify their order and product information when they call for support. After providing this information, they then have an option to speak to the support agent if they need help.Which system will help Universal containers meet this requirement? 
    • A. 

      A. Automatic call distribution

    • B. 

      B. Order management system

    • C. 

      C. Computer Telephony Integration

    • D. 

      D. Interactive Voice Response

  • 13. 
    Universal containers is using the Service cloud console for managing cases. They would like to add the Salesforce click to dial capability.What needs to be configured for the SoftPhone to work in Salesforce?Choose three answers.
    • A. 

      A. Use Apex to create an adaptor to work with third part CTI systems

    • B. 

      B. Install an adaptor from AppExchange to work with third party CTI systems

    • C. 

      C. Assign the Salesforce CTI license to Salesforce users

    • D. 

      D. Create a Softphone layout and assign to user profiles

    • E. 

      E. Assign the correct Salesforce users to the Call center

  • 14. 
    Universal containers wants to identify potential delays in the customer support process. Which metric should the contact center management analyze?
    • A. 

      A. Case volume by channel

    • B. 

      B. Average case stage duration

    • C. 

      C. Case created by type

    • D. 

      D. Open cases by reason

  • 15. 
    The cost of service for Universal Containers’ contact centers has steadily increased.What should a consultant recommend to help to reduce the cost of service in the contact center? Choose 2 answers.
    • A. 

      A. Enable knowledge in a Service Cloud portal

    • B. 

      B. Create auto response templates for emails

    • C. 

      C. Enable ideas in a Service Cloud portal

    • D. 

      D. Enable Chatter for agent collaboration

  • 16. 
    For which purpose should a contact center use Visual workflow?
    • A. 

      A. To assign follow up tasks to an agent one week after the case is closed

    • B. 

      B. To automate a business processes for agents who trouble shoot customer support issues via phone

    • C. 

      C. To automatically assign cases to a specific queue based on the customer support level

    • D. 

      D. To escalate a case to the support manager if it has been open for more than 72 hours

  • 17. 
    A contact center manager needs to restrict who can create an FAQ article type within knowledge.  What should a consultant recommend to accomplish this requirement? Choose 2 answers.
    • A. 

      A. Set the organization wide default to private and create sharing rules for the FAQ article type

    • B. 

      B. Enable the “Manage articles” permission for the publisher profile

    • C. 

      C. Hide the Article management tab for users who should have read-only access to articles

    • D. 

      D. Create a publisher profile that includes create access on the FAQ article type

  • 18. 
    Universal containers is developing its strategy for social customer service. It would like to build a business case in social media and have a dedicated social media support team. The company’s ability to
    • Monitor company’s face book fan page for new posts from customers
    • Link new posts to an existing customer record
    • Respond to posts from an existing Service cloud console
    What should universal containers do immediately to being providing social customer service?
    • A. 

      A. Enable Salesforce social profile on contacts

    • B. 

      B. Install Salesforce for FB and Tw

    • C. 

      C. Create force.com app for Facebook monitoring

    • D. 

      D. Integrate Facebook to its existing customer portal

  • 19. 
    Universal containers wants to use the Service Cloud console and Computer Telephony Integration (CTI) with its contact center infrastructure. The telephony vendor has verified its current infrastructure supports integration with Salesforce.What must be taken into consideration to meet this requirement?
    • A. 

      A. The CTI adaptor requires the Service Cloud console highlights panel for SoftPhone Panel

    • B. 

      B. The CTI adaptor supports the Service Cloud console push notifications for field or record changes

    • C. 

      C. The number of intended Service Cloud console apps will not exceed the CTI adaptor first

    • D. 

      D. The CTI adaptor must be developed using the CTI tool kit version 3.0 or higher or Open CTI

  • 20. 
    • A. 

      A. Streamline the agent interface

    • B. 

      B. Offer support through FB and Tw

    • C. 

      C. Implement team productivity dashboards

    • D. 

      D. Enable templates for written responses

  • 21. 
    Universal containers is transitioning from a legacy service and support system to Salesforce. What is the recommended way to migrate and cleanse the data?
    • A. 

      A. Upload the data in Salesforce and run the native de-dup

    • B. 

      B. Use Salesforce data loader and cleanse the data

    • C. 

      C. Cleanse the data outside Salesforce and then migrate the data

    • D. 

      D. Use Salesforce import wizard to load and cleanse the data

  • 22. 
    Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents have view only access to external data base that stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? Choose 2 answers.
    • A. 

      A. Create a custom product object bug and import into Salesforce

    • B. 

      B. Use Bulk API to load product bug data into Salesforce

    • C. 

      C. Display product bug data into Salesforce via a VF page

    • D. 

      D. Use SOAP API to integrate to an external database

  • 23. 
    Universal containers staff its contact center to allow for upto 20% of the case volume to be escalated. The contact center has to measure the case escalation rate to staff to ensure sufficient training to Tier 1 agents.What solution should the consultant recommend to meet this requirement?
    • A. 

      A. Create a dashboard report to display and compare escalated cases against non-escalated cases

    • B. 

      B. Create a daily snapshot report of all cases and calculate the percentage of escalated cases

    • C. 

      C. Create a formula field on the case record to calculate percentage of the escalated cases

    • D. 

      D. Create a case report with a custom summary formula to calculate the percentage of escalated cases

  • 24. 
    Universal containers must provide contact center agents with access to a customer’s payment history if the call concerns a billing problem. The following considerations need to be taken into account
    • Billing problem account for less than 5% of the calls
    • Billing data is stored in a external system containing over 20 million records
    • Agents do not want to maintain separate login session for Salesforce and the billing system
    • A. 

      A. Create a VF page that retrieves the payment information via Web Service call out

    • B. 

      B. Import payment data into Salesforce and add to the contact page layout as a related list

    • C. 

      C. Create a custom web service to handle invoice inserts and updates from the billing system

    • D. 

      D. Create a custom tab type URL that displays a search page from the billing system

  • 25. 
    Universal containers has a basic field service requirements and has not yet deployed the Service cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by the agent working on the case.Which solution will create and route the field service dispatch record when saved?
    • A. 

      A. Create a case assignment rule

    • B. 

      B. Use an Apex trigger

    • C. 

      C. Use a validation rules

    • D. 

      D. Use a workflow with an action