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NEUE FRAGE 194
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

Visual Studio Code and change sets

Mass Transfer Records,change sets, and Visual Studio Code

Visual Workflow, data loader, and Force.com IDE

Data loader, change sets, and Force.com Excel Connector

NEUE FRAGE 195
KCS (knowledge centered support) what is it? Choose 2 Answers

Standard for managing customer support and delivery

Method for social media management

Share knowledge with the business partners

Process for creating and maintaining knowledge

NEUE FRAGE 196
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

AssignArticle types to the Community

Enable Public Solutions

Enable Article deliveries

Publish Articles to external channels

Configure Content Library permission

NEUE FRAGE 197
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?

Createmultiple agent console applications and configure the Iayout based on the user’s requirements.

Create multiple Salesforce Console for Service applications and configure them based on user’s requirements.

Create case page layouts for each interactionchannel and assign them to different agent profiles.

Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

NEUE FRAGE 198
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part ofthe solution?

An outbound message to a middleware platform to provide map details

A mashup integration on the Account page to a third-party mapping service

A Web Service call-out that retrieves map details from the backend system

A custom tab of type URL that displays a map image of customer location

NEUE FRAGE 199
Which three are characteristics of Visual Workflow? Choose 3 answers

Apex code must be used to update fields in the database.

Elements can be used to pass data to legacy systems.

Apex code must be used to pass data to legacy systems.

Only one version of a flow can be activated at a time.

Elements can be used to update fields in the database.

NEUE FRAGE 200
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?

Create an FAQ article type and configure theenable suggested articles option in support settings.

Create an FAQ article type and enable the submit articles feature on the case close page layout.

Define a data category called FAQ and assign category visibility to users in the contact centre role.

Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

NEUE FRAGE 201
Universal containers is in the process of setting up abusiness-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

Milestones

Assets

Service contracts

Cases

NEUE FRAGE 202
A contactcenter manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

Average number of activities per case

Average number of articles attached to a case

Total number ofcases by origin

Average customer satisfaction score by case

NEUE FRAGE 203
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client’s system integration. What would the consultant recommend to expedite the handling of thesecases?

Build a repository of Knowledge articles related to integration and share it with the customer.

Enable Chatter case feed and add product development team members to the case team.

Create a related child case and assign the child case tothe product development team.

Create a private Chatter group with customers and invite key individuals to join the group.

NEUE FRAGE 204
Support Managers have requested the ability to provide real-time feedback to Agents duringcustomer chat sessions.
What feature should a consultant configure to meet this requirement?

Push Notifications

Case Feed

Omni-channel Supervisor

Next Best Actions

NEUE FRAGE 205
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

Number of cases created sorted by order

Number of cases by type by owner

Number of cases in each status

Number of solutions created per agent

NEUE FRAGE 206
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?

Lightning Service Console

An AppExchange Solution

Field Service Lightning

Customer Community

NEUE FRAGE 207
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

Enable the case survey object for the customer portal

Utilize an AppExchange package to handle customer surveys

Create a validation rule for case survey email templates

Modify the user interface settings for the case survey sidebar

NEUE FRAGE 208
Universal Containers needs to customize Salesforce to improve itsSupport Agents’ experience so they can work more efficiently.
Which two features requires Service Cloud?

Open multiple case records as tabs and sub tabs

Unique page layouts for each Case Record Type

Utility Bar

Access to Knowledge Articles

NEUE FRAGE 209
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

Salesforce Knowledgebase

Chatter Groups

Field Service Lightning

Service Cloud SOS

NEUE FRAGE 210
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

Number of open cases per day

Number of new customersadded

Number of closed cases on first call

Average number of days to close cases

Number of cases escalated

NEUE FRAGE 211
Universal Containers needs to ensure itis staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containersneed in order to gather this information? Choose 3 answers

Automatic Call Distributor (ACD)

Berechtigungen

Workflow Management (WFM)

Chat log history

Interactive Voice Response (IVR)

NEUE FRAGE 212
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

Last modified date and frequent search terms

Last modified date and number of recent article views

Original creation date and average rating of articles

Original creation date and total number of article views

NEUE FRAGE 213
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

Enable service contracts and entitlements.

Implement Salesforce Console for Service to support agents.

Leverage Live Agent for web-based chat.

Implement Salesforce Knowledge on a portal.

NEUE FRAGE 214
What are two design considerations for a Live Agent implementation? Choose 2 answers

ChatVisitor Browser

Chat Window Title

Chat Character Limit

Idle Connection Timeout

NEUE FRAGE 215
SLA says agent must respond within one hour, or if marked “urgent”, resolve within one day. How can this best be achieved?

Use entitlements to define a process and milestones

Use case teams to close

Use escalation rules

NEUE FRAGE 216
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier land know how far Tier l had progressed in troubleshooting?

Service Console Macros

Lightning Guided Engagement

Path for Cases

Lightning Flow Component

NEUE FRAGE 217
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)

Hire contact center representatives that specialize in each of the product categories.

Make contact center representatives accessible 24/7 to distribute the call volume.

Redirect users from the company site to social media forums about the products.

Make knowledge base articles and community answers accessible on its website.

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