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NEW QUESTION 159
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Displaying whether a case response complies with a customer's service level agreement
- B. Identifying the customer contact associated with a particular stage of a service contract
- C. Representing metrics such as first-response and resolution time on cases
- D. Monitoring the case escalation rule queue to confirm service levels are met
Answer: A,C
NEW QUESTION 160
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Enable Keyboard shortcuts
- B. Configure Macros
- C. Define criteria-based record page components
- D. Create multiple Console layouts
Answer: A
NEW QUESTION 161
Universal containers is implementing salesforce knowledge and immediately wants to begin building a
repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be
accomplished?
- A. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- B. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- C. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- D. Create an FAQ article type and configure the enable suggested articles option in support settings.
Answer: B
NEW QUESTION 162
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- A. Enterprise Resource Planning (ERP)
- B. Order Fulfillment
- C. Telephony
- D. Marketing
Answer: B
NEW QUESTION 163
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud instance
- A. Cloud-to-Cloud Integration Toolkit
- B. Java Language Specific Toolkit
- C. Bulk Data Transfer API
- D. Data Integration via SOAP API
Answer: C
NEW QUESTION 164
Universal Containers 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 customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as
child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Visibility and access to the work order records
- B. Total number of account and contact records in the database
- C. Case closure rules on the original case
- D. Work order and customer contact escalation requirements
- E. Account team relationship to the primary contact
Answer: A,C,D
NEW QUESTION 165
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Configure Service Contracts.
- B. Create an Entitlement Process.
- C. Enable Work Orders.
- D. Set up Milestones.
Answer: B,D
NEW QUESTION 166
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts,
open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?
- A. Prepare, Plan, Text, Execute, Validate
- B. Plan, Prepare, Test, Execute, Validate
- C. Plan, Prepare, Validate, Execute, Text
- D. Prepare, Plan, Validate, Execute, Text
Answer: B
NEW QUESTION 167
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 168
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. Enable the Support Process for default email templates
- B. Implement Email-To-Case
- C. Enable the support setting for default email templates
- D. Implement Macros
- E. Implement Quick Text
Answer: C,D,E
NEW QUESTION 169
Universal Containers is experiencing system timeouts when running case reports. What should a consultant
recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove unnecessary columns from the reports.
- B. Remove date boundaries from filter criteria.
- C. Remove dashboards based on long-running reports.
- D. Remove formula fields from filter criteria.
Answer: D
NEW QUESTION 170
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. All of the above
- B. They are higher in the Role Hierarchy than a Queue Member
- C. They are members of that Queue
- D. If the OWD for sharing cases is Public Read/Write/Transfer
- E. They have a Contact Manager Profile
Answer: B,C
NEW QUESTION 171
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.
Answer: C
NEW QUESTION 172
UC 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 customeris satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Useauto-response rules to send an email to the customer
- B. Use escalation rules to assign the case to a case queue
- C. Use assignment rules to assign the case to a case queue
- D. Use workflow rules to send an email to the customer
Answer: D
NEW QUESTION 173
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? (choose 1 answer)
- A. Hire contact center representatives that specialize in each of the product categories.
- B. Make contact center representatives accessible 24/7 to distribute the call volume.
- C. Redirect users from the company site to social media forums about the products.
- D. Make knowledge base articles and community answers accessible on its website.
Answer: D
NEW QUESTION 174
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
- A. The report is a Summary or Matrix report.
- B. The report chart is added to the Page Layout.
- C. The report has a standard Report Type.
- D. The report is shared with a Chatter Group.
- E. The report contains a chart.
Answer: A,E
NEW QUESTION 175
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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
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