Scc1-25

26 Questions | Total Attempts: 1455

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Scc1-25

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Questions and Answers
  • 1. 
    1. Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
    • A. 

      A. Global Actions need to be on the publisher layout.

    • B. 

      B. Quick Actions must be enabled in the org.

    • C. 

      C. The specific Quick Action must be added to the Case Feed.

    • D. 

      D. The specific Quick Action must be added to the Case record page.

  • 2. 
    2. Which two are common deflection techniques to reduce the number of interactions for contact center?
    • A. 

      A. Suggest articles for an email-to-case question

    • B. 

      B. Recommend articles prior to a Chat session

    • C. 

      C. Recommend articles during a call for a support agent

    • D. 

      D. Suggest articles for a web-to-case question

  • 3. 
    3. Universal Containers wants to provide its five million customers a solution where customers can 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. 

      A. Customer Community

    • B. 

      B. Partner Community

    • C. 

      C. Company Community

    • D. 

      D. Employee Community

  • 4. 
    4. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. Which two benefits can be expected from KCS adoption? Choose 2 answers
    • A. 

      A.  A knowledge article life cycle that is implemented correctly the first time and does not need to change

    • B. 

      B.  Reduced issue resolution time

    • C. 

      C. A knowledge article life cycle that evolves based on usage and demand

    • D. 

      D.  Reduced first contact resolution

  • 5. 
    5. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own arties when performing a search. Which solution should a consultant recommend to meet this requirement?
    • A. 

      A. Create a sharing rule for each division to provide access based on criteria of the article

    • B. 

      B. Create separate data category groups for each division and assign the category to a division profile

    • C. 

      C. Create a sharing rule for each division to provide access using the role hierarchy

    • D. 

      D. Create a single data category group for each division and provide access using the role hierarchy

  • 6. 
    6. Milestones can be added to which three Object types? Choose 3 answers
    • A. 

      A. Work Order

    • B. 

      B. Case

    • C. 

      C. Service

    • D. 

      D. Entitlement

    • E. 

      E. Account

  • 7. 
    7. A Service Representative transfers a Chat to another Representative. Which two things will happen? Choose 2 answers.
    • A. 

      A. The Customer does not know they were transferred.

    • B. 

      B. Both Service Reps can chat with the Customer.

    • C. 

      C. The Chat Transcript and Case are transferred.

    • D. 

      D. The Customer is shown the new Representative’s Name.

  • 8. 
    8. 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 so that all requests are handled in the order they are received. How would a Consultant address this requirement?
    • A. 

      A. Configure Live Agent Skills-based Routing

    • B. 

      B. Configure Omni-Channel with Least Active Routing

    • C. 

      C. Configure Omni-Channel with Most Available Routing

    • D. 

      D. Configure Case Assignment Rules

  • 9. 
    9. 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 other products when searching the Knowledge Base. The Service Manager originally provided the teams with full access to all articles. Which solution will ensure each team sees only the relevant article type for their product?
    • A. 

      A. Create a permission set for each record type and assign them to each team based on their product specialization.

    • B. 

      B. Create a page layout for each article type and assign them to each team based on their product specialization.

    • C. 

      C. Create a data category for each product and assign them to each team based on their product specialization.

    • D. 

      D. Create an article action for each record type and assign them to each team based on their product specialization.

  • 10. 
    10. Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Reps will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
    • A. 

      A. Live Agent

    • B. 

      B. Case Auto Response Rules

    • C. 

      C. Omni Channel

    • D. 

      D. Case Assignment Rules

  • 11. 
    11. Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements: • Ability for visitors to search for knowledge articles without registering or logging in. • The ability for over one million registered customers to security submit cases and view the status of those cases. • Ability to display white papers to registered customers. • The ability for registered customers to save favorite knowledge articles for easy access later.
    • A. 

      A. Implement the Service Cloud portal with Knowledge.

    • B. 

      B. Implement an enterprise admin portal with content.

    • C. 

      C. Implements partners portal with knowledge.

    • D. 

      D. Implement service cloud portal with content

  • 12. 
    11. Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements: 1. Ability for visitors to search knowledge articles without registering or logging in. 2. Ability for over one million registered customers to securely submit cases and view the status of those cases. 3. Ability to display white papers to registered customers. 4. Ability for registered customers to save favorite knowledge articles for easy access later. What should the consultant recommend as part of the solution?
    • A. 

      A. Implement partner Communities with Knowledge

    • B. 

      B. Implement Customer Communities with Content.

    • C. 

      C. Implement Employee Communities with Content.

    • D. 

      D. Implement Customer Communities with Knowledge.

  • 13. 
    12. Which Search mechanism should be used to find Case Comments from which the Lightning Service Console?
    • A. 

      A. Search Utility Component.

    • B. 

      B. Comment Search Component.

    • C. 

      C. Comment List View

    • D. 

      D. Global Search

  • 14. 
    13. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assesses  the success of the new workforce management system? Choose 2 answer.
    • A. 

      A. Number of calls offered.

    • B. 

      B. Quality monitoring score

    • C. 

      C. Schedule adherence

    • D. 

      D. Agent utilization.

  • 15. 
    14. What should a Consultant recommend to ensure Chat requests contain enough information for Reps to effectively respond?
    • A. 

      A. Customize the Lightning Console chat page.

    • B. 

      B. Configure a Chat Validation Rule.

    • C. 

      C. Customize the Pre-chat form.

    • D. 

      D. Configure Lightning Guided Engagement.

  • 16. 
    15. Support agents needs to verify that customers are eligible to receive customer support before they can update the case. Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
    • A. 

      A. Product

    • B. 

      B. Service contracts

    • C. 

      C. Contacts

    • D. 

      D. Case history

  • 17. 
    16. Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system. When implementing Salesforce, what solution should a consultant recommend for this scenario?
    • A. 

      A. Web-to-Case

    • B. 

      B. Salesforce for Outlook

    • C. 

      C. Email-to-Case

    • D. 

      D. On-Demand Email-to-Case

  • 18. 
    17. A service manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the console. Which configuration option should be verified?
    • A. 

      A. Verify that users have access to the Chat buttons.

    • B. 

      B. Verify that users are assigned the Chat user profile.

    • C. 

      C. Verify that users have access to the Chat public group.

    • D. 

      D. Verify that users are assigned the Chat feature license.

  • 19. 
    18. 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 recommendation should a Consultant suggest to help decrease customer wait times?
    • A. 

      A. Set up a Salesforce Customer Community that will allow customers to create cases online.

    • B. 

      B. Create case escalation rules to route high-priority cases directly to supervisors for resolution.

    • C. 

      C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

    • D. 

      D. Set up analytical snapshots to capture key case information and create historical trending reports.

  • 20. 
    19.The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that “We will empower out 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 team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
    • A. 

      A. Enable customers to be emailed FAQs by accessing the interactive voice response 24 per day

    • B. 

      B. Optimize the customer community for mobile devices to have access to same support as desktops

    • C. 

      C. Replace the existing “Chat Now” button on the customer community with toll free phone number

    • D. 

      D. Create a central “Contact Us” page which provides access to the available channels.

    • E. 

      E. Enforce that customers must search the knowledge base before they can see the Contact Us page.

  • 21. 
    20. Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?
    • A. 

      A. Contact Salesforce to have Omni Channel enabled.

    • B. 

      B. Enable Omni Channel in Setup

    • C. 

      C. Assign Users to the Omni Channel Feature License.

    • D. 

      D. Assign Users to Omni Channel permissions.

  • 22. 
    21. Customer support agents want the ability to view customer-related information along with case information on all cases except product-related case. 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. 

      A. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type

    • B. 

      B. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

    • C. 

      C. Create record types and a lightning layout. Configure console components to show customer - or product related information using Lightning component visibility settings. Assign record type based on case typ

    • D. 

      D. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

  • 23. 
    22. 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 needed for the softphone to work in Salesforce? Choose 2 answers
    • A. 

      A. Assign the correct Salesforce users to the Call Center.

    • B. 

      B. Assign the Salesforce CTI license to Salesforce users.

    • C. 

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

    • D. 

      D. Enable Chat in their community to chat with an agent.

    • E. 

      E. Create a softphone layout and assign to user profiles.

  • 24. 
    23. Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming case within two hours of case creation. Which solution will help Universal Containers meet its SLA?
    • A. 

      A. Assign cases to queues and use escalation rules to escalate cases that have not been accepted by an agent within one hour.

    • B. 

      B. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

    • C. 

      C. 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 one hour.

    • D. 

      D. Use case auto-response rules to send an email to support managers within one hour of case creation.

  • 25. 
    24. 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 from happening in the feature?
    • A. 

      A. Add the entitlement related list to account page layouts.

    • B. 

      B. Add a Validation Rule that ensures each Account has an entitlement.

    • C. 

      C. Add the entitlement lookup field to case page layouts.

    • D. 

      D. Add a Validation Rule that ensures each case has an entitlement.

  • 26. 
    25. Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. How should a Consultant accomplish this?
    • A. 

      A. Lightning Email with web routing prioritization.

    • B. 

      B. Standard Web-to-Case with assignment rules

    • C. 

      C. Omni-Channel with prioritized queues

    • D. 

      D. Standard Email-to-Case with assignment rules.