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NEW QUESTION # 61
A company has created a new onboarding process. An Agent must create ten open activities that align to a step
of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Provide a macro that will automatically create the activities when executed.
- B. Assign a single agent to create the activities on all new onboarding cases.
- C. Add an object-specific custom quick action to create new activities.
- D. Hire a certified developer to write an apex trigger that creates each new activity.
Answer: A
NEW QUESTION # 62
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. web-to-Case
- B. On-Demand Email-to-Case
- C. Email-to-Case
- D. An AppExchange package
Answer: B
Explanation:
On-Demand Email-to-Case is a feature that allows you to automatically create cases from customer emails without installing any software on your email server. It uses an email service provided by Salesforce to convert emails into cases and route them to the appropriate queues or agents. This solution meets the IT policy of Universal Containers, as it does not require any third-party software installation. Verified References: On-Demand Email-to-Case
NEW QUESTION # 63
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?
- A. From setup select omnichannel and select enable omni channel
- B. create the necessary objects in SF
- C. customize service channel settings to define how the org receives work various sources
- D. Create SF cases to have omni channel enabled
Answer: C
Explanation:
Explanation
Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_service_channels.htm&type=5
NEW QUESTION # 64
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- B. Configure the new app m developer org and use an unmanaged package to deploy to production.
- C. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- D. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
Answer: B
NEW QUESTION # 65
An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.
Which three metrics should the Manager use to access the ROI?
Choose 3 answers
- A. Number of sales queues
- B. Average queue time per agent
- C. Number of leads created
- D. Opportunities per channel
- E. Cost per call
Answer: C,D,E
NEW QUESTION # 66
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?
- A. Entitlements
- B. Milestones
- C. {0} Actions
Answer: A
Explanation:
When support agents need to verify customer eligibility for support upon case creation, Entitlements should be used. Entitlements define the types of support a customer is entitled to receive, based on factors like product or service level agreements, enabling agents to quickly verify and ensure compliance with support policies.
NEW QUESTION # 67
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Contract details related to the entitlement
- B. Articles appearing in the Knowledge sidebar
- C. Knowledge articles attached to the case
- D. Products and assets associated to the case
Answer: C
NEW QUESTION # 68
Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.
What is the recommended solution to meet the requirements'
- A. Use a Dynamic Dashboard based on running user.
- B. Add multiple Dashboard Filters.
- C. Ensure View All Data is not assigned to users.
- D. Configure e deshboerd refresh schedule.
Answer: B
Explanation:
Explanation
Adding multiple Dashboard Filters is a solution that can enable Cloud Kicks to view cases resolved on the first call from different perspectives, such as by product line or case close date quarter. Dashboard Filters are criteria that can be applied to dashboard components to show data for a specific dimension, such as a field, a value, or a range. Dashboard Filters can help create interactive and dynamic dashboards that show different views of the data. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_filters_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_filters_add.htm&type=5
NEW QUESTION # 69
Cloud Kicks wants to ensure security for its contact center customers when they use the Agentforce Service Agent to access and modify their cases.
What should a Service Cloud Consultant recommend to implement this security option on the AI agent?
- A. Implementing the Case Management topic with a custom action to verify customers.
- B. Implementing the Case Management topic with exact Instructions and Custom Actions.
- C. Implementing the Service Customer Verification topic with a filter on the Case Management topic.
Answer: C
Explanation:
Salesforce provides a Service Customer Verification topic for Agentforce Service Agent, allowing companies to verify customer identity before exposing or modifying case data. By using this topic with a filter on the Case Management topic, the AI agent enforces secure, contextual verification workflows, maintaining compliance and data privacy.
Option A lacks the standardized verification process Salesforce provides.
Option B ensures better action control but does not include customer verification as a prerequisite.
Referenced Salesforce Materials:
* Salesforce Spring '24 Release Notes - Agentforce Service Agent: Service Customer Verification Topic.
* Service Cloud Consultant Exam Guide - Interaction Channels Domain.
* Salesforce Help: "Secure AI Interactions with the Service Customer Verification Topic".
NEW QUESTION # 70
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
- A. Force.com Web Services API
- B. Self-service portal
- C. Force.com Sites
- D. Partner portal
- E. Customer portalPartner portal
Answer: A,C
NEW QUESTION # 71
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
- A. Bypass entitlement verification
- B. Increase the Call-to-Order ratio
- C. Use suggested Knowledge articles
- D. Useintegrated voice response
Answer: C,D
NEW QUESTION # 72
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and account teams to monitor cases.
- B. Use Process Builder for notifications and case teams to monitor cases.
- C. Use escalation rules for notifications and account teams to monitor cases.
- D. Use escalation rules for notifications and case teams to monitor cases.
Answer: B
Explanation:
Explanation
This solution will meet the requirements, as Process Builder can be used to create workflows that send notifications to the product development team based on case criteria, such as priority and product type. Case teams can be used to help agents collaborate with other teams, such as product development, by granting them access to the case and displaying them in a related list on the case detail page. Verified References: Set Up Case Teams and Process Builder Overview
NEW QUESTION # 73
Which feature should a Consultant configure to allow global Service Reps to call customers from within the
Lightning Service Console?
- A. Local Presence
- B. Macros
- C. Open CTI
- D. Lightning Dialer
Answer: D
NEW QUESTION # 74
Cloud Kicks' development team must manage multiple projects that compete for limited resources, The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
- A. Design
- B. Test
- C. Enablement
Answer: A
Explanation:
Before beginning the build phase, especially in environments where projects are numerous and resources are limited, the design phase is crucial. This phase involves planning, creating mock-ups, and defining the project's scope and requirements. It sets a clear direction and ensures that all stakeholders have a shared understanding of the project's goals and how they will be achieved, thereby streamlining the development process and reducing the need for significant changes during the build phase.
NEW QUESTION # 75
A Contact Center Manager is implementing a new customer care program and wants to specifically measure
customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. customer satisfaction Survey
- B. Customer Purchase History
- C. Service Level Agreement
- D. Customer Support Requests
- E. Net promoter Score
Answer: A,B,E
NEW QUESTION # 76
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
- A. Implement Macros
- B. Implement Quick Text
- C. Implement Email-To-Case
- D. Enable the support setting for default email templates
- E. Enable the Support Process for default email templates
Answer: A,B,D
NEW QUESTION # 77
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 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. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- B. Optimize the customer community for mobile devices to have access to the same support as desktops.
- C. Create a central "Contact Us" page which provides access to all available channels.
- D. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- E. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
Answer: B,C,D
NEW QUESTION # 78
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