Service Cloud 60q

59 Questions | Total Attempts: 1658

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Service Cloud Quizzes & Trivia

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Questions and Answers
  • 1. 
    • A. 

      Use SOAP API to integrate the external database with Salesforce.

    • B. 

      Reference the product bug data in Salesforce via Lightning Connect

    • C. 

      Use Bulk API to load the product bug data into Salesforce

    • D. 

      Create a custom product bug object and import data into Salesforce

  • 2. 
    Universal Containers is transitioning from a legacy service and support system to salesforce.What is a recommended way to migrate and cleanse the data?
    • A. 

      Upload the data into salesforce and then run the native de-dupe tool

    • B. 

      Cleanse the data outside of salesforce and then migrate the data.

    • C. 

      Use the salesforce import wizard to load and cleanse the data

    • D. 

      Use salesforce data loader to load and cleanse the data

  • 3. 
    Universal containers are using the salesforce console for service for managing cases. They would like to add the salesforce softphone to enable click to dial capability. What needs to be configured for the softphone to work in salesforce? Choose three.
    • A. 

      A. Use apex to create an adaptor to work with third party CTI systems

    • B. 

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

    • C. 

      C. Create a soft phone layout and assign to user profiles.

    • D. 

      D. Assign the correct salesforce users to call center

    • E. 

      E. Assign the salesforce CTI license to salesforce users

  • 4. 
    Universal container has service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution would help universal containers to meet SLA?
    • A. 

      A. Assign cases to queue and use escalation rules to escalate cases that have NOT been accepted by agent with in an 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 queue if a case has not been accepted by an agent

    • D. 

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

  • 5. 
    . Universal containers contact center management wants to enhance its service cloud implementation and deploy a solution that will better assist its service agents and customers in troubleshooting and resolving issues. The contact center management has outlined the following requirements:Provide content categorizat        ion for easier navigation searching and visibility.Shorten agents issue resolution time by suggesting relevant content.Establish a publication lifecycle process based on industry leading practices.Ensure the solution is tightly integrated with service cloud console and live agent.What salesforce solution should a consultant recommend?
    • A. 

      A. Solutions.

    • B. 

      B. Knowledge.

    • C. 

      C. Chatter.

    • D. 

      D. Content

  • 6. 
    Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
    • A. 

      A) Create a visual force page called knowledge sidebar on the case page layout.

    • B. 

      B) Enable the knowledge sidebar setting in the case support settings.

    • C. 

      C) Enable the knowledge sidebar related list on the case page layout.

    • D. 

      D) Create a salesforce console for service and enable the knowledge sidebar on the case page layout.

  • 7. 
    • A. 

      A) On Demand Email to case.

    • B. 

      B) Email-to-case

    • C. 

      C) Web-to-case

    • D. 

      D) Salesforce for outlook

  • 8. 
    Universal Containers is migrating from a legacy system to the Service Cloud. The company currently tracks entitlements agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access case information for the last one year.
    • A. 

      A) Migrate closed cases with milestones and entitlements

    • B. 

      B) Migrate open and closed cases with milestones and entitlements

    • C. 

      C) Migrate open and closed cases without milestones and entitlements.

    • D. 

      D) Migrate closed cases to a custom read-only object.

  • 9. 
    Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
    • A. 

      A) Articles appearing in the Knowledge sidebar

    • B. 

      B) Products and assets associated to the case

    • C. 

      C) Knowledge articles attached to the case

    • D. 

      D) Contract details related to the entitlement

  • 10. 
    Universal containers contact center has experienced as increased number of customer questions due to a growing product portfolio. What should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
    • A. 

      A) Live agent

    • B. 

      B) Community

    • C. 

      C) Chatter Answers

    • D. 

      D) Web-to-Case

  • 11. 
    • A. 

      A) Number of cases by type by owner

    • B. 

      B) Number of cases in each status

    • C. 

      C) Number of solutions created per agent.

    • D. 

      D) Number of cases created sorted by order

  • 12. 
    What are some uses of www.trust.salesforce.com in business continuity planning?Choose 3
    • A. 

      To provide best practices for continuity plans.

    • B. 

      To provide information regarding planned maintenance.

    • C. 

      To provide live and historical data on system performance.

    • D. 

      To provide live support for system and data backup

    • E. 

      To provide online security threat information

  • 13. 
    . Universal containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers
    • A. 

      Integration with field service teams and applications

    • B. 

      Strategies to maximize call deflection

    • C. 

      Performance for high volume of interactions

    • D. 

      Integration with Lead Generation teams and applications.

  • 14. 
    Universal containers had activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? Choose 2
    • A. 

      Follow-up emails and attachments related to a case are attached to the case

    • B. 

      Follow-up emails related to a case will update the case comments.

    • C. 

      Only one inbound email address can be used for Email-to-Case.

    • D. 

      Assignment, escalation and workflow rules are processed on inbound emails.

  • 15. 
    Universal containers wants to shorten the average call time in its contact centers by prompting to enter number and identify their order and product information when they call for support. After providing this information then have the option to speak to a support agent if they still need help.Which system will help universal containers meet this requirement?
    • A. 

      Computer Telephony Integration

    • B. 

      Automatic call distribution

    • C. 

      Interactive voice response.

    • D. 

      Order Management system

  • 16. 
    Universal Containers assigns its contact center agents to certain interaction Channels and would like to optimize the agents’ desktops based on their assigned interaction channels.What should a consultant recommend to meet this requirement?
    • A. 

      Create a salesforce console for service layout and allow the agents to drag and drop the components they need

    • B. 

      Create multiple agent console applications and configure the layout based on the user's requirements

    • C. 

      Create multiple Salesforce console for service applications and configure them on the user's requirements

    • D. 

      Create case page layouts for each interaction channel and assign them to different agent profiles

  • 17. 
    Universal Containers staffs its contact centers to allow for up 20 % of the total case volume to be escalated. The contact center would like to measure case escalation rate to staff to ensure sufficient training for Tier 1 agents. What solution should a consultant recommend to meet this requirement?
    • A. 

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

    • B. 

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

    • C. 

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

    • D. 

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

  • 18. 
    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 Knowledge base. The VP has asked management team to make additional system enhancements to fulfil the mission statement. What should the consultant recommend to achieve the mission statement? Choose 3 answers
    • A. 

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

    • B. 

      Enforce that customers must search the knowledge base before they can see the contact us page

    • C. 

      Create a central “contact us” page which provides access to the available channels.

    • D. 

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

    • E. 

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

  • 19. 
    • A. 

      An enterprise resource planning system

    • B. 

      A knowledge management system

    • C. 

      A third-party mobile application platform

    • D. 

      A workforce management system

  • 20. 
    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. 

      Private branch exchange

    • B. 

      Workforce management

    • C. 

      Interactive voice response

    • D. 

      Skills-based routing

  • 21. 
    At Universal Containers, a support agent dedicated to one customer regularly handless complex integration-related cases. In these cases, the agent collaborates with Universal Containers’ product development team and the client’s system integration. What would the consultant recommend to expedite the handling of these cases?
    • A. 

      Build a repository of Knowledge articles related to integration and share it with the customer

    • B. 

      Enable Chatter case feed and add product development team members to the case team.

    • C. 

      Create a related child case and assign the child case to the product development team

    • D. 

      Create a private Chatter group with customers and invite key individuals to join the group

  • 22. 
    • A. 

      Enable salesforce social profile on contacts.

    • B. 

      Create a force.com app for Facebook monitoring

    • C. 

      Integrate Facebook to its existing customer community

    • D. 

      Enable Social Customer Service

  • 23. 
    Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by a case. Which solution will create and route the field service dispatch record when the case is saved?
    • A. 

      Use a rule with an action

    • B. 

      Use an Apex trigger

    • C. 

      Use a case assignment rule

    • D. 

      Use a validation rule

  • 24. 
    Universal Electric initiates cases based on electronic transmissions from power units. The case 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 the activities.--Cases can only be closed after the customer review has been completed.--Universal Electric needs to determine whether the work orders and customer contacts should be stored as child cases or on a related Custom object. What should the consultant consider to meet these requirements? Choose 3 answers
    • A. 

      Work order and customer contact escalation requirements

    • B. 

      Visibility and access to the work order records

    • C. 

      Account team relationship to the primary contact

    • D. 

      Total number of account and contact records in the database

    • E. 

      Case closure rules on the original case

  • 25. 
    • A. 

      Reduced support Channels

    • B. 

      Optimized use of resources

    • C. 

      Increased call routing accuracy

    • D. 

      Increased call deflection

    • E. 

      Reduced issue resolution time