Project Management Framework Quiz

69 Questions | Total Attempts: 274

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Project Management Framework Quiz

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Questions and Answers
  • 1. 
    • A. 

      Create a custom product bug object and import the data into salesforce

    • B. 

      Reference the product bug data in Salesforce via Lightning Connect.

    • C. 

      Use SOAP API to integrate the external database with salesforce.

    • D. 

      Use Bulk API to load the product bug data into salesforce.

  • 2. 
    Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
    • A. 

      Salesforce for Twitter

    • B. 

      Open CTI

    • C. 

      Live Agent

    • D. 

      Salesforce Knowledge

  • 3. 
    A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
    • A. 

      Follow the SMEs to receive automatic updates when they add case comments

    • B. 

      @mention the SMEs on the case Chatter feed and follow the case

    • C. 

      Bookmark all the comments related to the issue from the SMEs

    • D. 

      Use hashtag (#) to track the customer case and SMEs comments

  • 4. 
    Universal Containers wants to provide its 20 million customers with a portal where they can: •Submit inquires•Monitor the status of those inquiries•View their contact information.To meet these requirements, which type of portal license would be most appropriate for the customers?
    • A. 

      Service Cloud portal

    • B. 

      Sites

    • C. 

      Enterprise admin

    • D. 

      Partner portal

  • 5. 
    • A. 

      Creating a button to send an email response and re-queue the case

    • B. 

      Displaying real time visual indicators when lists and records are changed

    • C. 

      Providing a Knowledge sidebar to suggest a solution related to the case

    • D. 

      Displaying a technical diagram of a registered product related to the case

    • E. 

      Displaying basic data from a legacy enterprise resource planning system

  • 6. 
    Universal containers have a service level agreement (SLA) with customers that requires an agent to take ownership of incoming cases within two hours of case creation.Which solution would help universal containers meet its SLA?
    • A. 

      Create a workflow rule to assign a task to all a members of a queues if a case has NOT been accepted by an agent

    • B. 

      Assign case to queues and use escalations rules to escalate cases that have NOT been accepted by an agent

    • C. 

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

    • D. 

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

  • 7. 
    • A. 

      Eliminates tracking of customer entitlements

    • B. 

      Uncovers gaps in the knowledge base

    • C. 

      Replaces the need for an email channel

    • D. 

      Reducing incoming call volume

  • 8. 
    Universal Containers needs to set up a customer portal to provide customers with a self-service option for support.What capability can Universal Containers provide its customers via the customer portal?Choose 2 answers.
    • A. 

      Allows customers to follow Chatter feeds

    • B. 

      Allows customers to search a knowledge base

    • C. 

      Allows customers to customize their user interface

    • D. 

      Allows customers to search documents in Content

    • E. 

      Allows customers to submit ideas and answers

  • 9. 
    Universal Containers is ready to launch a customer portal to its targeted customers. The company's executives want to use appropriate metrics to efficiently measure user adoption.Which metrics should be measured? (Choose 2)
    • A. 

      Number of cases created in the portal

    • B. 

      Number of calls deflected using IVR

    • C. 

      Number of portal logins per day

    • D. 

      Number of emails compared to portal cases

  • 10. 
    The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)
    • A. 

      Create a dashboard for articles submitted by agents & approved for publication

    • B. 

      Measure & reward agents based on the # of new articles submitted for approval

    • C. 

      Require agents to check a box on case when submitting a new suggested article

    • D. 

      Measure & reward agents based on the # of new articles approved for publication

  • 11. 
    UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
    • A. 

      Use an escalation rule to move cases into the product manager queue

    • B. 

      Use a workflow rule to send an email to the product manager

    • C. 

      Use Chatter case feed and case teams to monitor cases

    • D. 

      Use an assignment rule to assign new cases to the product manager

  • 12. 
    Support agents need to verify that customers are eligible to receive customer support before they can update What object is used to verify that a customer is entitled to receive support? Choose2
    • A. 

      Products

    • B. 

      Contacts

    • C. 

      Case history

    • D. 

      Service contracts

  • 13. 
    Which solution can be used to improve call deflection? Choose 3
    • A. 

      Community forum

    • B. 

      Assignment rules

    • C. 

      Web chat

    • D. 

      Knowledge base

    • E. 

      Case routing

  • 14. 
    A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
    • A. 

      Supervisors to investigate those cases...

    • B. 

      Identify those cases and assign to the closure team...

    • C. 

      Use auto response rule to send an email...

    • D. 

      Use escalation rule to send an email...

  • 15. 
    UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
    • A. 

      Number of closed cases

    • B. 

      Number of lead referrals

    • C. 

      Number of outbound calls per day

    • D. 

      Number of attempts to contact

  • 16. 
    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. 

      Enable the Knowledge sidebar related list on the case page layout

    • B. 

      Create a Service Cloud console and enable the Knowledge sidebar on the case page layout

    • C. 

      Enable the Knowledge sidebar setting in the case support settings

    • D. 

      Create a Visualforce page called Knowledge sidebar on the case page layout

  • 17. 
    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. 

      Use salesforce data loader to load and cleanse the data.

    • B. 

      Use the salesforce import wizard to load and cleanse the data.

    • C. 

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

    • D. 

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

  • 18. 
    What is the primary function of a private branch exchange (PBX)?
    • A. 

      To receive multiple calls at one time

    • B. 

      To report the caller's background information

    • C. 

      To use speech recognition to direct calls

    • D. 

      To route calls to different agents

  • 19. 
    Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently?
    • A. 

      Make knowledge base articles and community answers accessible on its website.

    • B. 

      Redirect users from the company site to social media forums about the products.

    • C. 

      Hire contact center representatives that specialize in each of the product categories.

    • D. 

      Make contact center representatives accessible 24/7 to distribute the call volume.

  • 20. 
    • A. 

      Create a custom Visualforce page to display case list view, external system and Knowledge articles

    • B. 

      Configure the Service Cloud console, integrate the external system, and enable Knowledge

    • C. 

      Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar

    • D. 

      Configure the agent console and display the articles, case view, and external system custom object

  • 21. 
    Universal Containers is using the Service Cloud in its contact center. The contact center manager wants to deploy Answers Community.What should a consultant recommend to integrate Answers into its Service Cloud implementation? (Choose 2)
    • A. 

      Allow administrators and trusted community members to escalate a question into a case.

    • B. 

      Create a draft Knowledge article from a reply using the promote article button.

    • C. 

      Use the close and resolve button on the case page layout to close a case and mark the question resolved.

    • D. 

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

  • 22. 
    Universal Containers must provide contact center agents with access to a customer's payment history if the call has a billing problem. The following considerations need to be taken into account:• Billing problems account for less than 5% of calls.• Billing data is stored in an external system containing over 20 million records.• Agents do not want to maintain separate login sessions for Salesforce and the billing system.• What solution should a consultant recommend? (choose two)
    • A. 

      Create a visual force page that retrieves payment information via a web service call-out.

    • B. 

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

    • C. 

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

    • D. 

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

  • 23. 
    Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.What solution should a consultant recommend to meet this requirement?
    • A. 

      Use workflow rules to send an email to the customer

    • B. 

      Use escalation rules to assign the case to a case queue

    • C. 

      Use auto-response rules to send an email to the customer

    • D. 

      Use assignment rules to assign the case to a case queue

  • 24. 
    • A. 

      Implement Service Cloud portal with Knowledge.

    • B. 

      Implement enterprise admin portal with content.

    • C. 

      Implements partners' portal with knowledge.

    • D. 

      Implement service cloud portal with content

  • 25. 
    Which step should a consultant take to import articles into Salesforce Knowledge? Choose 2 answers.
    • A. 

      Create a separate .csv file for each article type

    • B. 

      Use change sets to import data categories

    • C. 

      Map articles with HTML sections to rich text area fields

    • D. 

      Use the data loader to import unstructured articles