T3

14 Questions | Total Attempts: 93

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T3


Questions and Answers
  • 1. 
    Universal Containers is using the Salesforce Console for Service for managing cases. They would like to add the Salesforce to enable cllck-to-dlal capability.What needs to be configured for the SoftPhone to work in Salesforce? Choose 3 answers.
    • A. 

      Assign the Salesforce CTI license to Salesforce users

    • B. 

      Install an adapter from AppExchange to work with third-party CTI systems.

    • C. 

      Use Apex to create an adapter to work with third-party CTI systems.

    • D. 

      Create a SoftPhone layout and assign to user profiles.

    • E. 

      Assign the correct Salesforce users to the Call Center

  • 2. 
    • A. 

      Allows customers to search documents in Content

    • B. 

      Allows customers to customize their user interface

    • C. 

      Allows customers to follow Chatter feeds

    • D. 

      Allows customers to search a knowledge base

  • 3. 
    Universal Containers has implemented Salesforce Knowledge and the service tnanager wants to encourage agents to knowledge base.Which metric should the service manager monitor?
    • A. 

      Number of customer ratings

    • B. 

      Number of approved articles

    • C. 

      Number of article votes

    • D. 

      Number of archived articles

  • 4. 
    A contact center manager needs to migrate existing help guides and procedure manuals into Salesforce Knowledge.What steps should the consultant do prior to importing the documents into Salesforce Knowledge? Choose 2 answers
    • A. 

      Create the profile-based category visibility settings.

    • B. 

      Create the article types and fields.

    • C. 

      Create the data category groups and hierarchy.

    • D. 

      Compress the CSV, HTML, and image files for the article types.

  • 5. 
    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. 

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

    • B. 

      Enable the Manage Articles permission for the bublisher profile land‘assign it to users.

    • C. 

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

    • D. 

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

  • 6. 
    Universal Containers contact center management wants to enhance its Service Cloud implementation and deploy a solutions better assist its service agents and customers In troubleshooting and resolving Issues. The contact center management has following requirements:- Provide content categorization for easier navigation, searching, and visibility.- Shorten agents' issue resolution time by suggesting relevant content.- Establish 5 publication lifecycle process based on industry leading practices.- Ensure the solution is tightly integrated with Salesforce Console for Service and Live Agent.What Salesforce solution should a consultant recommend?
    • A. 

      Content

    • B. 

      Chatter

    • C. 

      Solutions

    • D. 

      Knowledge

  • 7. 
    • A. 

      Use escalation rules for notifications and case teams to monitor cases.

    • B. 

      Use escalation rules for notifications and account teams to monitor cases.

    • C. 

      Use workflow rules for notifications and case teams to monitor cases.

    • D. 

      Use workflow rules for notifications and account cases

  • 8. 
    Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.What should a consultant recommend to meet this requirement? Choose 3 answers
    • A. 

      Enable article submission during case close.

    • B. 

      Enable article customization for open cases.

    • C. 

      Enable suggested articles on new cases.

    • D. 

      Enable agents to create their own personal articles.

    • E. 

      Create an email template to send articles as PDF attachments

  • 9. 
    What can Universal Containers do to reduce costs and immediately improve contact center agent productivity? Choose 2 answers
    • A. 

      Streamline the agent interface.

    • B. 

      Implement team productivity dashboards.

    • C. 

      Offer support through Facebook and Twitter.

    • D. 

      Enable templates for written responses

  • 10. 
    Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and company would like standardized contact center processes and reportirig implemented in its centers worldwide.Which approach should a consultant recommend in this scenario?
    • A. 

      Assign a global team of experienced agents and leaders to create a common design template and report structure.

    • B. 

      Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a con

    • C. 

      Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

    • D. 

      Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization

  • 11. 
    Universal Containers purchased Knowledge and would like to implement it as soon as possible.What approach should a consultant recommend?
    • A. 

      Activate the Knowledge sidebar within the Salesforce Console for Service.

    • B. 

      Activate the Knowledge sidebar on the case detail page.

    • C. 

      Create a Knowledge Visualforce component on the case detail page.

    • D. 

      Create a Knowledge Visualforce component within the Salesforce Console for Service

  • 12. 
    Which statement is true regarding a prebuilt Salesfotce computer telephony integration (CTI) adapter for different tele systems?
    • A. 

      A. IIt is an intermediary between a telephony system‘and‘a Salesforce call center user.

    • B. 

      IIt is a server-based software program that controls the behavior of a Salesforce SoltPhone.

    • C. 

      It allows voicemails to be captured and stored as attachments on cases.

    • D. 

      It utilizes the SofiPhone capability from within Salesforce application.

  • 13. 
    Universal Containers support team requires its customers to submit their support inquiries via free form email (Oudook, . etc). Additional requirements are listed below:- Support attachments up to 20 MB per inquiry- Over 10,000 inquiries per dayWhich solution should a consultant recommend to meet these requirements?
    • A. 

      Email-to-Case

    • B. 

      Customer Chatter groups

    • C. 

      On-Demand Email-to-Case

    • D. 

      Web-to-Case

  • 14. 
    Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases. Recently, Universal Containers has implemented a Service Cloud portal and plans to allow customers to be authenticated increase self-service rates.Which method should be used to enable the customers on the portal? Choose 2 answers.
    • A. 

      Have agents provide customers with portal registration instructions when working a case.

    • B. 

      Create active customers as portal users and send them email notifications.

    • C. 

      Identify active customers and send them registration instructions via email

    • D. 

      Have agents manually create users when portal access is requested by customers.