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NEW QUESTION # 30
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?
- A. create an auto response rule to send the article to teh customer
- B. create a workflow email alert to send the artilce to the customer
- C. create a lightning email template to sned artilce to customer
- D. Create a macro to send an email with the article to customer
Answer: C
NEW QUESTION # 31
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able
to find knowledge articles based on the product type.How should consultant
satisfy this requirement
- A. Set the visibility to the data categories
- B. Utilize topic tags for each product type
- C. Define article types with sharing settings
- D. Enable suggested artciels in the community
Answer: B
NEW QUESTION # 32
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable article customization for open cases.
- B. Enable suggested articles on new cases.
- C. Enable agents to create their own personal articles.
- D. Create an email template to send articles as PDF attachments.
- E. Enable article submission during case close.
Answer: B,D,E
NEW QUESTION # 33
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
- A. Ensure all users refrain from logging into production for an entire day prior to deployment.
- B. Plan and communicate the deployment to all users of the organization in advance.
- C. Migrate a test deployment to a staging environment for a smoother real-life experience.
- D. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
- E. Select a window of time when users will NOT be making changes to the organization.
Answer: B,C,E
NEW QUESTION # 34
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
- A. Reduced first contact resolution
- B. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- C. A knowledge article life cycle that evolves based on usage and demand
- D. Reduced issue resolution time
Answer: A,D
NEW QUESTION # 35
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for
their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers
- A. Escalation Rules
- B. Facebook Messaging
- C. Case Auto-Response
- D. Chat
Answer: C,D
NEW QUESTION # 36
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?
- A. Read/Write
- B. Read Only
- C. Visible in Portal
- D. Private
Answer: B
NEW QUESTION # 37
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?
- A. Implement Case Assignment Rules.
- B. Enable Chat in an Experience Cloud site.
- C. Create a self-service Help Center.
- D. Allow Comments on Knowledge articles.
Answer: C
NEW QUESTION # 38
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. Enable Work Orders.
- B. Configure Service Contracts.
- C. Set up Milestones.
- D. Create an Entitlement Process.
Answer: C,D
NEW QUESTION # 39
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- B. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- C. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
Answer: A
NEW QUESTION # 40
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. Identify the requirements needed for initial GoLive.
- B. Organize the requirements from largest to smallest.
- C. Provide a timeline that addresses all the requirements.
- D. Prioritize the requirements based on who submitted them.
Answer: A
NEW QUESTION # 41
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?
- A. Workforce Engagement
- B. Incident Management
- C. Self Service Knowledge
- D. Video Support
Answer: D
NEW QUESTION # 42
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
- A. Article Translation
- B. Data Category Groups
- C. Data Category Visibility
- D. Chatter Answers
Answer: C
NEW QUESTION # 43
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Salesforce for Outlook
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. Web-to-Case
Answer: B
NEW QUESTION # 44
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?
- A. Lead Assignment Rules
- B. Lightning Flow for Service
- C. Queue-Based Routing
- D. Skills-Based Routing
Answer: D
NEW QUESTION # 45
DreamMouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete are of the information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?
- A. Create a screen-based flow accessible from the Experience site and internaly.
- B. Use email to case for the client to submit the relevant information to the specialist.
- C. Post a web to case form on the site and assign the case to the specialist for completion.
- D. Add a custom Lightning component to the site and the Case Lightning record page.
Answer: D
NEW QUESTION # 46
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?
- A. Experience Cloud with self-support
- B. Omni-Channel with Skills-Based Routing.
- C. Live Agent and Live Message
- D. Knowledge One with Article Recommendations
Answer: B
NEW QUESTION # 47
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