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NEW QUESTION 91
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent
which requires 24/7 resolution.

• A. Escalation rule to ignore business hours based on case criteria
• B. Validation rules on case process field
• C. Workflow rule

Answer: A

 

NEW QUESTION 92
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

• A. Enable Omni channel in setup.
• B. Assign users to Omni channel permissions.
• C. Contact salesforce to have Omni channel enabled.
• D. Assign users to the Omni channel feature license.

Answer: A

 

NEW QUESTION 93
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service
Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?

• A. Partial Copy Sandbox
• B. Developer Pro Sandbox
• C. Full Sandbox
• D. Administrator Sandbox

Answer: A,B,C

 

NEW QUESTION 94
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. Standard Email-to-Case with assignment rules
• B. Lightning Email with web routing prioritization
• C. Standard Web-to-Case with assignment rules
• D. Omni-Channel with prioritized queues

Answer: A

 

NEW QUESTION 95
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

• A. Number of solutions created by agent
• B. Number of articles created by agent
• C. Number of articles attached to a case
• D. Numberof cases escalated by agent

Answer: B,C

 

NEW QUESTION 96
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

• A. Enable Chatter for agent collaboration.
• B. Enable Ideas in a Service Cloud portal.
• C. Create auto response templates for emails.
• D. Enable Knowledge in a Service Cloud portal.

Answer: C,D

 

NEW QUESTION 97
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for
different telephony systems? (Choose 2)

• A. It utilizes the SoftPhone capability from within the Salesforce application
• B. It is a server based software program that controls the behavior of a Salesforce SoftPhone
• C. It is an intermediary between a telephony system and a Salesforce CRM call center user
• D. It allows voicemails to be captured and stored as attachments on cases

Answer: A,C

 

NEW QUESTION 98
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

• A. Provide a timeline that addresses all the requirements.
• B. Prioritize the requirements based on who submitted them.
• C. Organize the requirements from largest to smallest.
• D. Identify the requirements needed for initial GoLive.

Answer: D

 

NEW QUESTION 99
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

• A. Einstein Bot social queues.
• B. Social Media Marketing message tagging.
• C. Social Customer Service for Twitter and Facebook.
• D. Social Persona tor Twitter and Facebook.

Answer: D

 

NEW QUESTION 100
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

• A. Data Category to assign an article record type to a Reviewer.
• B. Knowledge Action to Publish an Article once the Article is approved.
• C. Approval Process that assigns an Article to a Reviewer Queue.
• D. Validation Rules for article record types to verify all fields during creation.

Answer: A,D

 

NEW QUESTION 101
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

• A. Entitlement processes, milestones, milestone actions, and entitlements
• B. Entitlement processes, contract line items, milestones, and entitlements
• C. Entitlement processes, contracts, contract line Items, and entitlements
• D. Entitlement processes, contracts, milestones, and milestone actions

Answer: A

 

NEW QUESTION 102
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager
wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use
to measure the adoption of Knowledge? Choose 2 answers.

• A. Report that displays # of cases with articles attached during the past 2 months
• B. Create a report that display the # of articles searched during the past 2 months
• C. Report displays # of articles associated to data categories during past 2 months
• D. Report that displays # of new articles created during the past 2 months

Answer: A,B

 

NEW QUESTION 103
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

• A. Add the Question action to Chatter in the community publisher.
• B. Enable web -to -case on their public website.
• C. Enable Live Agent in their community to chat with an agent.
• D. Use a community template to set up their customer community.

Answer: A,D

 

NEW QUESTION 104
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?

• A. Use a validation rule
• B. Use an Apex trigger
• C. Use a workflow rule with an action
• D. Use a case assignment rule

Answer: C

 

NEW QUESTION 105
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

• A. Chatter Questions
• B. Field Service
• C. Public Knowledge
• D. Communities
• E. Macros

Answer: A,C,D

 

NEW QUESTION 106
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