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| Section | Objectives |
|---|---|
| Service Analytics and Reporting | - Reports and dashboards
|
| Customer Service Channels | - Digital Engagement
|
| Service Process Automation | - Omni-Channel Routing
|
| Knowledge Management | - Salesforce Knowledge
|
| Service Cloud Fundamentals | - Case Management
|
Question 1
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
A. Create case page layouts for each interactionchannel and assign them to different agent profiles.
B. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
C. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
D. Createmultiple agent console applications and configure the Iayout based on the user's requirements.
Question 2
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
A. Ability to prompt callers for the service contract number within IVR menus
B. Ability to determine if a customer has escalated a case in the past
C. Ability to specify unique service levels for each customer
D. Ability to enforce service levels with the time-dependent processes
Question 3
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
A. Create an agent profile for each channel grouping.
B. Create a service cloud console to support all channel groupings.
C. Create a unique case page layout for each channel grouping.
D. Create an agent role for each channel grouping.
Question 4
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the LightningKnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
A. Use the Files Related List on each article to add files to your articles.
B. Post the Files to the Chatter Feed on each Article.
C. Upload the files as Documents, then relate them to the migrated Articles.
D. Use the Lightning Knowledge MigrationTool and choose 'include files'.
Question 5
Which method can be used to route cases from social channels?
A. Enable Social Network Profile and add assignment rules to the case object.
B. Enable Social Customer Service and add assignment rules to thecase object.
C. EnableSocial Network Profile and add workflow rules to the contact object.
D. use Twitter-to-case and add workflow rules to the case object.
Solutions:
| Question 1 Answer: C | Question 2 Answer: A,C | Question 3 Answer: C | Question 4 Answer: A | Question 5 Answer: B |
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