Service Management Part 2

32 Questions | Total Attempts: 277

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Management Quizzes & Trivia

Questions and Answers
  • 1. 
    Universal Containers requires that only specific individuals be allowed to contact support on behalf of a client company.   Which feature should be used to meet this requirement?
    • A. 

      CTI adapter to block unknown numbers

    • B. 

      Entitlement contacts to identify approved users

    • C. 

      Case team feature to share case visibility

    • D. 

      Record owner field to manage record visibility

  • 2. 
    Universal Containers has a contact center that provides support for five different product lines. Universal Containers needs to allow agents to share files, ask and answer questions, and share best practices specific to each product line.   What is the best method to meet this requirement?
    • A. 

      Set up an internal Ideas site for each product line

    • B. 

      Set up a Chatter group for each product line

    • C. 

      Set up Case queues for each product line

    • D. 

      Set up Document folders for each product line

  • 3. 
    Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.   What can be done to improve the first-call resolution rate?   Choose 2 answers.
    • A. 

      Reduce the cost per call

    • B. 

      Train support agents

    • C. 

      Align agent performance goals with KPIs

    • D. 

      Hire additional support agents

  • 4. 
    Universal Containers needs to measure how long it takes to resolve a case once a support agent has accepted the case from the queue.   How would this requirement be met? 
    • A. 

      Create a formula field to calculate the time between the standard Date/Time Case Created field and the Date/Time Case Closed field

    • B. 

      Create a formula field to calculate the time between a custom Case Accepted Date/Time field and the standard Date/Time Case Closed field

    • C. 

      Create a formula field to calculate the total time spent in each status based on the case history

    • D. 

      Enable the case accepted time support setting to track the active time an agent spends on a case

  • 5. 
    Universal Containers is implementing a solution to capture incoming emails as cases in Salesforce with the requirements listed below:Over 5,000 emails are captured and created as casesEmail filtering capabilities can be customizedSolution runs 24/7 so that emails are captured during maintenance windowsA software installation is not requiredWhich solution would meet the requirements? 
    • A. 

      On-Demand Email to Case

    • B. 

      Email-to-Case

    • C. 

      Connect for Outlook

    • D. 

      Email relay

  • 6. 
    Universal Containers needs to allow customers to log into its corporate website, view solutions from a Salesforce knowledge base, and log cases.   Which product would meet all of these requirements?   Choose 2 answers.
    • A. 

      Force.com Sites

    • B. 

      Self-service portal

    • C. 

      Customer portal

    • D. 

      Web-to-Case

  • 7. 
    Which application will allow a client to enable Ideas on a public website?
    • A. 

      Sites

    • B. 

      Customer portal

    • C. 

      Self-service portal

    • D. 

      Partner portal

  • 8. 
    Force.com Sites enables you to create public websites and applications that are directly integrated with your Salesforce organization—without requiring users to log in with a username and password.   Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area.   How should Knowledge be configured?   Choose 2 answers.
    • A. 

      Create three article types for each product area (Personal Banking, Mortgage, CD)

    • B. 

      Create three data categories for each product area (Personal Banking, Mortgage, CD)

    • C. 

      Create two data categories to display information (Question/Answer, Product Info)

    • D. 

      Create two article types to display information (Question/Answer, Product Info)

  • 9. 
    Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below:  Agent users in Canada can only view articles pertaining to Canadian productsAgent users in the United States can only view articles pertaining to US-based productsHow should article visibility be configured to enforce the compliance rules?
    • A. 

      Create geography-based roles to restrict access using data categories

    • B. 

      Create geography-based profiles to restrict access using data categories

    • C. 

      Create geography-based profiles to restrict access by mapping article types

    • D. 

      Create geography-based roles to restrict access by mapping article types

  • 10. 
    Universal Containers needs to create a knowledge base where all content must be reviewed before it is displayed externally to customers.   Which solution could meet this requirement?   Choose 2 answers.
    • A. 

      Enable solutions in the self-service portal and only publish solutions in Reviewed status

    • B. 

      Enable Knowledge for the customer portal and use the Manage Articles and Publish feature

    • C. 

      Enable Answers on a Sites page and create code to route answers to an administrator for approval

    • D. 

      Enable Ideas in the customer portal and leverage the Submit for Approval button to review each idea

  • 11. 
    Universal Containers' call center manager needs to verify that agents are using articles in Knowledge to assist with call resolution.   Which report will help the manager measure use of Knowledge by agents?   Choose 2 answers.
    • A. 

      Total Number of Views of Articles in Knowledge

    • B. 

      Total Number of Cases Associated to Articles

    • C. 

      Total Number of Articles Published in Knowledge

    • D. 

      Total Number of Articles Viewed in the Customer Portal

  • 12. 
    A call center manager needs to limit who can create Knowledge articles for a team.   How would this be accomplished?
    • A. 

      Create a profile that includes the "Manage Salesforce Knowledge" permission

    • B. 

      Set the organization-wide default for articles to private and create read/write sharing rule

    • C. 

      Hide the Article Management tab for users who should NOT be able to create and publish articles

    • D. 

      Create a validation rule that prevents articles from being saved if the creator has a specific profile

  • 13. 
    Universal Containers is evaluating the speed and productivity enhancements that could be obtained by implementing the new Service Cloud console.   Which benefit should the company expect when implementing the Service Cloud console?   Choose 2 answers.
    • A. 

      Screen pops open new object in tabs to reduce interruptions

    • B. 

      Customized view for the console in the customer portal

    • C. 

      View records and related items as tabs on one screen

    • D. 

      Customized mini page layouts for the console view

  • 14. 
    In its telesales contact center, Universal Containers has a three-step and a five-step order process, contingent on the type of product sold.   Which approach should be used to optimize the order process?   Choose 2 answers.
    • A. 

      Use Force.com Flow to streamline the process

    • B. 

      Use Visualforce to create a wizard for each process

    • C. 

      Organize the fields on the page layout to match each process

    • D. 

      Create a custom object for each step in the process

  • 15. 
    • A. 

      It acts as an intermediary between telephony systems, the Salesforce Call Center application, and Salesforce user interface

    • B. 

      Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

    • C. 

      . It is a server-based software program that controls the appearance and behavior of a Salesforce SoftPhone

    • D. 

      It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

    • E. 

      It does NOT require a software install for each call center user on a Windows-based PC

  • 16. 
    Universal Containers needs to display a custom picklist field to track the reason for closing a case.   How should this requirement be met?
    • A. 

      Create a close case record type

    • B. 

      Configure field-level security

    • C. 

      Configure the close case page layout

    • D. 

      Create a close case Visualforce page

  • 17. 
    Universal Containers needs to provide users with a case entry page that meets the requirements listed below:Launches from the account recordProvides a list of associated contacts and assetsAllows a user to associate contacts and assets with a new caseAllows for the creation of a new contactWhich approach meets the requirements?
    • A. 

      Create a Visualforce page for selecting the associated records and entering the new case information

    • B. 

      Create an Apex page for selecting the associated records and entering the new case information

    • C. 

      Modify the case page layout to include attributes necessary for creating a new contact

    • D. 

      Modify the case page layout and enable the quick create feature for contact creation

  • 18. 
    Universal Containers currently offers an 8-hour initial response time and a 24-hour resolution time for Gold-level customers. Recently, the company has had trouble delivering on the service level agreement (SLA) due to poor visibility into SLAs and an inability to measure SLA compliance.   Which design would enable Universal Containers to improve adherence to the service level agreement?
    • A. 

      Configure assets to the track service level and notify the case owner of the required response time

    • B. 

      Use a formula field to display the service level on cases and configure escalation rules to notify the case owner every four hours

    • C. 

      Configure an entitlement process for Gold customers with time-dependent milestones and apply it to cases

    • D. 

      Route cases from Gold customers to a case queue and configure a report that shows all open cases by status and age

  • 19. 
    Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closed. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object.  What should Universal Containers consider when designing the solution?   Choose 3 answers.
    • A. 

      Visibility and access to the RMA and FSR records

    • B. 

      RMA and FSR escalation requirements

    • C. 

      Case closure rules on the original case

    • D. 

      Relationship to the primary contact

    • E. 

      Average incoming case volume

  • 20. 
    Universal Containers needs to track the internal users who are involved with support cases. Certain status updates to the case should trigger an email notification to the users involved.   Which solution design will best address this requirement?
    • A. 

      Use a custom object to track users and a workflow rule with an email action for notification of status changes

    • B. 

      Use case teams to track users and an Apex trigger for notification of status changes

    • C. 

      Use account teams to track users and a workflow rule with an email action for notification of status changes

    • D. 

      Use case teams to track users and a workflow rule with an email action for notification of status changes

  • 21. 
    Universal Containers has deployed a customer portal with Knowledge and would like to measure customer portal adoption and the effectiveness of the portal.   Which metric should be used to measure portal usage?   Choose 2 answers.
    • A. 

      Number of articles created per agent

    • B. 

      Total number of cases created

    • C. 

      Number of cases submitted via email

    • D. 

      Most popular articles based on views and rating

  • 22. 
    A contact center manager needs to track individual agent productivity on a monthly basis. The manager needs to create a dashboard to drive competition among the team by allowing all agents to view the dashboard to see how they are performing in comparison to their peers.   Which dashboard setting would meet this requirement?
    • A. 

      Running user

    • B. 

      Logged in user

    • C. 

      My Team view

    • D. 

      Standard view

  • 23. 
    Universal Containers has implemented Salesforce Knowledge and the support manager needs to measure adoption.  Which metric should be examined?   Choose 2 answers.
    • A. 

      Number of data categories

    • B. 

      Number of cases closed per agent

    • C. 

      Number of article searches by agent

    • D. 

      Number of cases associated per article

  • 24. 
    Universal Containers is implementing the Salesforce Service Cloud in its contact center and has the requirements listed below:2,000 agents are implemented globally24/7 operationsOpen case data will be migrated from a legacy systemNew cases will be created in one system onlyWhich deployment method should be recommended?
    • A. 

      Migrate agents to Force.com Connect Offline during deployment

    • B. 

      Migrate case data and deploy to all users at once

    • C. 

      Deploy in phases using countries as pilots

    • D. 

      Deploy based on the number of trainers available

  • 25. 
    Universal Containers has created a customer portal and has two million customers in the database. The company needs to create these customers as portal users.   Which method can be used to create these portal users?   Choose 2 answers.
    • A. 

      Import customers using the data loader and trigger the automatic notification to users created

    • B. 

      Send an email to customers who have opened a case recently and ask them to register on the website

    • C. 

      Create users manually and inform them of their username and password when they contact the call center

    • D. 

      Inform customers about how to create their portal profile when they place a call into the call center