Quiz Set 1.pdf

Salesforce Certified Service cloud consultant Set 2 QUESTION NO: 66 How should a consultant configure a report that shows the average number of days that Cases stay open? A. Create a formula field on Case to calculate the average age. B. Create a report snapshot of the numb...

Salesforce Certified Service cloud consultant Set 2 QUESTION NO: 66 How should a consultant configure a report that shows the average number of days that Cases stay open? A. Create a formula field on Case to calculate the average age. B. Create a report snapshot of the number of open Cases each day. C. Use the standard Case age field on the resort. Answer: A To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times. QUESTION NO: 67 Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process. Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution? A. Implement flow orchestration with Work Guides B. Implement a third-party app from AppExchange. C. Implement Guidance for Success and Knowledge articles. Answer: A For a full Incident Management, Swarming, and Change Management process that includes interactive recommendations, implementing flow orchestration with Work Guides is recommended. Work Guides provide step-by-step guidance and can orchestrate complex processes across departments, ensuring adherence to auditing and governance requirements while offering interactive, context-specific recommendations. QUESTION NO: 68 Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue. Which solution should a consultant recommend to meet the requirements? A. Configure Omni-Channel Skills-based Routing. B. Configure Case Assignment rule and Omni-Channel Supervisor. C. Configure Omni-Channel Queue-Based Routing. Answer: A To meet the requirement of routing cases based on language proficiency and knowledge area, Omni-Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as language fluency and product expertise, ensuring efficient and effective case resolution. QUESTION NO: 69 Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution. Which strategy should a consultant recommend? A. Create a dashboard using Reporting Snapshots. B. Create a dashboard for each support manager. C. Create a Dynamic Dashboard. Answer: C For a scalable solution that allows support managers to see regional support metrics by default, creating a Dynamic Dashboard is advisable. Dynamic Dashboards display data according to the viewer's access permissions and role hierarchy, enabling each support manager to view metrics specific to their region automatically, without the need for multiple individual dashboards. QUESTION NO: 70 Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload. Which Omni-Channel feature meets the requirements? A. Use the most available routing model. B. Use Most Cases Closed report. Answer: A To assign cases based on agents' product specialization and ensure even distribution of case workload, using Omni-Channel's "Most Available" routing model is suitable. This model assigns work based on agents' capacity and specialization, balancing the workload among agents while ensuring cases are matched with the appropriate expertise. QUESTION NO: 71 The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support. What should a consultant recommend to help decrease customer wait times? A. Set up analytical snapshots to capture key case Information and create historical trending reports. B. Create reports to analyze data in order to understand peak times and ensure adequate. C. Create case escalation rules to route high-priority cases directly to supervisors for resolution. Answer: B To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times. QUESTION NO: 72 A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the What is a recommended Service Cloud feature that improves the process? A. Macros B. Global Quick Action C. Quick text Answer: A To improve the efficiency of the repetitive task of closing cases and sending surveys, using Macros in Service Cloud is recommended. Macros automate repetitive tasks with a single click, significantly reducing the time required per case and increasing overall operational efficiency, especially with a high volume of cases. QUESTION NO: 73 Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers. Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues? A. Case assignment rules B. Omni-Channel C. Case team Answer: B To ensure service agents handling both chat and case processing are assigned an appropriate number of issues, Omni-Channel is the solution. Omni-Channel's capacity management features ensure that agents are not overloaded with work items, maintaining a manageable workload and improving efficiency and response times. QUESTION NO: 74 Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app. Which feature should a consultant recommend? A. Einstein Bots B. OmniStudio C. Messaging Answer: C To enable customers to send messages via their preferred mobile app to agents in the Service Console, the "Messaging" feature in Salesforce is recommended. This feature integrates various messaging platforms with the Service Cloud, allowing agents to communicate with customers through their preferred channels, enhancing customer experience and engagement. QUESTION NO: 75 Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently. This includes providing access to job information such as benefits, internal job openings, and mandatory employee training. What should the consultant recommend to meet the requirements? A. Trailhead B. Einstein Next Best Action C. Experience Cloud site Answer: A For efficient onboarding and training of new employees, including access to job information, benefits, internal job openings, and mandatory training, Trailhead is the recommended solution. Trailhead provides a gamified, interactive learning experience, allowing employees to engage in self-paced learning modules tailored to their roles and the organization's processes. QUESTION NO: 76 Which advantage does Salesforce provide with the OpenCTI framework? A. Developers can Integrate with any telephony platform available with minimal need for customization. B. Agents can use telephony on a wide range of browsers and operating systems while only developing once. C. Agents can run their softphone at the operating system level, embedded in the task bar or system tray. Answer: B Salesforce's OpenCTI (Computer Telephony Integration) framework offers the advantage of allowing agents to use telephony across various browsers and operating systems without the need for multiple developments. This cross-platform compatibility ensures a consistent user experience and simplifies telephony integration within Salesforce, enhancing efficiency and accessibility for service agents. QUESTION NO: 77 Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete. What is a cost-effective method for agents to create these activities? A. Execute a macro B. Navigate a Screen Flow. C. Leverage Einstein Case Wrap-Up. Answer: A To efficiently create multiple activities related to the new partner onboarding process, executing a macro is a cost-effective method. Macros automate repetitive tasks, allowing agents to quickly generate the required activities for each step of the onboarding process, saving time and reducing manual effort. QUESTION NO: 78 Universal Containers wants to ensure the contracted service level requirements for its customers are being met. What should a consultant configure to meet this requirement? A. Entitlement processes, contract line items, milestone, and entitlements B. Entitlement processes, milestones, milestone actions, and entitlements C. Entitlement processes, contracts, contract line items, and entitlements Answer: B To ensure contracted service level requirements are met, configuring Entitlement Processes, Milestones, Milestone Actions, and Entitlements is essential. This setup allows for defining specific support processes tied to service contracts, tracking progress against milestones, and taking predefined actions to meet or exceed service levels, ensuring compliance with contractual obligations. QUESTION NO: 79 Which Salesforce resource can be attached to a customer email using standard Case Management capabilities? A. Knowledge articles suggested by Einstein B. Upcoming Milestones for the Case's Entitlement C. Internal Chatter posts about the Case Answer: A Salesforce enables the attachment of Knowledge articles suggested by Einstein to customer emails as part of standard Case Management capabilities. This feature leverages Einstein's AI to suggest relevant articles based on case context, allowing agents to provide helpful information and resources directly to customers, enhancing support quality and efficiency. QUESTION NO: 80 Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information? A. Optimizing the user interface for improved usability B. Tailoring the objects to expose specific customer data C. Enhancing user profiles for customer services Answer: A When setting up Service Cloud, optimizing the user interface for improved usability is crucial to ensure service agents have access to the right customer information. A well-designed UI enhances navigation and access to relevant data, enabling agents to resolve customer issues more efficiently and effectively, improving overall service quality and customer satisfaction. QUESTION NO: 81 The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month. Which reporting solution should the consultant recommend? A. Create a report using Grouping. B. Create a reporting snapshot. C. Create a joined report. Answer: C To measure first-call resolution by channel, agent, and calendar month, a joined report is recommended. This type of report allows the combination of related reports into a single report with multiple blocks, enabling the analysis of data across different dimensions such as communication channels, individual agent performance, and timeframes, providing a comprehensive view of first-call resolution metrics. QUESTION NO: 82 Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments. What should the consultant recommend to an agent who wants to launch a Slack Swarm? A. Escalation rules B. Apex trigger C. Quick Action Answer: C For agents wanting to launch a Slack Swarm for difficult cases, recommending the creation of a Quick Action in Service Cloud is suitable. This Quick Action can be configured to initiate a swarm in Slack, pulling in experts from multiple departments efficiently, enhancing collaboration and problem-solving for complex cases. QUESTION NO: 83 Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information. What should the consultant recommend to meet the requirements? A. Enable Chat in an Experience Cloud site. B. Create a self-service help Center C. Allow comments on Knowledge articles. Answer: B To help customers resolve issues by browsing Knowledge articles and submitting a case if needed, creating a self-service help center is advised. This can be achieved using Experience Cloud, providing a centralized platform where customers can access Knowledge articles, FAQs, and submit cases directly, enhancing the self-service experience. QUESTION NO: 84 What is a common deflection technique to reduce the number of interactions for a contact center? A. Suggest articles for an Email-to-Case question. B. Recommend articles prior to a Chat session. C. Recommend articles during a call from a support agent. Answer: B A common deflection technique to reduce contact center interactions is to recommend Knowledge articles to customers before they initiate a Chat session. This proactive approach can resolve customer queries without the need for direct agent interaction, improving efficiency and customer satisfaction by providing immediate solutions. QUESTION NO: 85 Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem. Following best practices, which solution should a consultant recommend? A. Email-to-Case B. AppExchange package C. Web-to-Case Answer: A For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times. QUESTION NO: 86 Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success. In which order would a consultant work through a high-level discussion and planning session with CK? A. Gather organizational vision, map processes, plan metrics, and plan for user feedback. B. Gather organizational vision, map processes, plan for user feedback, and define metrics. C. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes. Answer: A In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback. This structured approach ensures alignment with organizational goals, efficiency in processes, measurable outcomes, and continuous improvement based on feedback. QUESTION NO: 87 longer associated with the company to stay compliant with global data protection and privacy regulations. Which solution should the consultant recommend to meet the requirement? A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable B. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention. C. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact. Answer: B To comply with global data protection and privacy regulations, the consultant should recommend systematically searching for and removing all customer personal data from production and sandbox environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring compliance and safeguarding customer privacy. QUESTION NO: 88 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. Test B. Design C. Enablement Answer: B Before beginning the build phase, especially in a dynamic environment with multiple projects and limited resources, it's crucial to complete the Design step. This involves defining the architecture, user experience, and functional requirements, ensuring that the development team has a clear blueprint to follow, which can adapt to changes and prioritize urgent work efficiently. QUESTION NO: 89 Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays. How should a consultant meet this requirement? A. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business B. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays. C. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable. Answer: C To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations. QUESTION NO: 90 The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly. Which feature should the consultant recommend? A. Einstein Bots 27: B is correct answer B. Einstein Article Recommendations C. Einstein Reply Recommendations Answer: B To help agents locate relevant information more quickly and address the increase in case resolution times, recommending the use of Einstein Article Recommendations is appropriate. This feature uses AI to suggest relevant Knowledge articles to agents based on the case context, enhancing efficiency and accuracy in resolving customer queries. QUESTION NO: 91 Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure. Which solution should a consultant recommend to meet these requirements? A. Define entitlements and milestones. B. Enable and configure Omni-Channel routing. C. Implement Lightning flow with time-based actions. Answer: A To manage a case handling process that requires each case to go through a series of time- bound steps, defining entitlements and milestones is the recommended solution. This setup allows for the specification of service levels, tracking progress against defined milestones, and ensuring cases progress in a timely manner from submission to closure. QUESTION NO: 92 A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge. Which set of factors should be considered when selecting the articles to migrate? A. Original creation date and total number of article views in the last year B. Last modified date and terms searched frequently in the last year C. Last modified date and total number of article view in the last year Answer: C When selecting articles for migration into Salesforce Knowledge, considering the last modified date and total number of article views in the last year is important. This ensures that the most current and frequently referenced content is prioritized, enhancing the relevance and utility of the knowledge base in Salesforce. QUESTION NO: 93 The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends. Which primary object should a consultant select to create a new Omni-Channel report type? A. Agent Detail B. Agent Work C. Assigned Work Answer: B To monitor agent productivity trends, creating a new report type based on the "Agent Work" object is recommended. This object captures detailed information about the work assigned to and completed by agents, enabling the generation of daily reports that provide insights into productivity trends and areas for improvement. QUESTION NO: 94 Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal. Which solution should a consultant recommend? A. Milestones B. Service Contracts C. Maintenance Plans Answer: B To provide customers with access to their agreed-upon response times via the portal, configuring Service Contracts in Experience Cloud is advisable. Service Contracts can detail the specific service levels agreed upon, and making this information accessible through the portal ensures transparency and sets clear expectations for service delivery. QUESTION NO: 95 Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend? A. Set up escalation rules. B. Set up self-service Knowledge. C. Set up assignment rules and case queues. Answer: B To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is recommended. Providing customers with easy access to Knowledge articles enables them to find answers to their queries without the need for direct agent interaction, potentially reducing call volumes and call abandonment rates by offering alternative solutions. QUESTION NO: 96 Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others. What is the recommended method to meet the requirements? A. Develop a globally-shared macro to create a new article. B. Use a trigger to automatically create a new article. C. Create a Quick Action to map case fields to a new article Answer: C To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of capturing case resolutions as reusable knowledge, making it easily accessible for other agents and enhancing the overall efficiency of the service center. QUESTION NO: 97 Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields. Which feature should a consultant implement to meet the requirement? A. Omni-Channel B. Record Types C. Dynamic Forms Answer: B For Universal Containers to manage different support processes and fields for two separate business groups, implementing Record Types is recommended. Record Types allow the creation of distinct page layouts for each business group, enabling customization of support processes and fields to meet the specific needs of each group, ensuring effective and organized case management. QUESTION NO: 98 Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering. What should a consultant recommend to provide these newer capabilities? A. Einstein Bots B. Messaging for Web D. AppExchange package Answer: B To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions. QUESTION NO: 99 Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement. Which methodology should the consultant recommend given the requirements? A. Waterfall B. Hybrid C. Agile Answer: C Given the requirements for quick iterations, speedy completion, and frequent updates, the Agile methodology is recommended. Agile allows for adaptive planning, evolutionary development, early delivery, and continuous improvement, facilitating rapid response to changes and ensuring close collaboration with the client for regular feedback and refinement. QUESTION NO: 100 The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend? A. Configure a self-service Knowledge Base. B. Configure Skills-Based Routing for service channels. C. Create auto-response templates for Case emails. Answer: A To reduce the cost of providing contact center support, configuring a self-service Knowledge Base is advisable. This enables customers to find answers to their queries without needing to contact support agents directly, potentially reducing the volume of support inquiries and associated costs, while also improving customer satisfaction through quick self-resolution. QUESTION NO: 101 Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers. When implementing Salesforce in this scenario, which solution should a consultant recommend? A. Email-to-Case B. deg -Demand Email-to-Case C. Email relay Answer: A For Universal Containers, which requires all email traffic to remain within its firewall and handles a high volume of cases with attachments, Email-to-Case is the recommended solution. Email-to- Case allows emails to be converted into cases within Salesforce while keeping email data secure within the company's firewall, accommodating the need for security and efficiency in handling customer cases. QUESTION NO: 102 Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case. What should a consultant configure to show service agents when items were started, paused, resumed, and completed? A. Case History related list B. Actions & Recommendations component C. Activity analytics tab Answer: B To show service agents when items were started, paused, resumed, and completed in Einstein Next Best Action, configuring the Actions & Recommendations component is recommended. This component provides visibility into the actions taken on a case, including the status of each action, enhancing transparency and collaboration among agents working on the same case. QUESTION NO: 103 Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation. Which metric should a consultant use to measure the effectiveness of two-way mobile messaging? A. Average Handle Time B. Reduced Call Volume C. Total Open Cases Answer: A To measure the effectiveness of two-way mobile messaging, the Average Handle Time (AHT) metric is suitable. AHT assesses the efficiency of conversations and problem resolution through messaging, providing insights into how this channel impacts support team performance and customer satisfaction, helping to evaluate the success of the implementation. QUESTION NO: 104 Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML. What is the recommended method to import the how-to guides into Salesforce Knowledge? A. Change the HTML format first to support subfields. B. Create an HTML file for each rich text area field. C. Modify the import parameters to specify HTML encoding. Answer: B For importing how-to guides written in HTML into Salesforce Knowledge, creating an HTML file for each rich text area field in the Knowledge article format is recommended. This method ensures that the HTML content is properly mapped and displayed within Salesforce Knowledge articles, preserving the formatting and structure of the original guides. QUESTION NO: 105 Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history. Which feature should the consultant recommend to meet the requirement? A. Use Slack for Service for Case Swarming. B. Send Email Quick Action to loop in the stakeholders. C. Use child Cases to interact with the partner. Answer: A For Cloud Kicks to effectively collaborate within the organization and with partners on resolving cases, using Slack for Service for Case Swarming is recommended. This solution facilitates real- time communication and collaboration, bringing together the necessary stakeholders and documenting the conversation history within the context of each case, enhancing problem- solving and case resolution processes. QUESTION NO: 106 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 multiple channels. CK wants to ensure a consistent customer experience. Which solution should the consultant recommend to meet the requirements? A. Omni Channel with Queue-Based Routing B. Omni-Channel with Capacity-Based Routing C. Omni-Channel with Einstein Case Routing Answer: C To meet the requirements of providing support through multiple channels with a consistent customer experience, Omni-Channel with Einstein Case Routing is recommended. This solution uses AI to route cases to the most appropriate agent based on their certification and product line expertise, ensuring that customers receive knowledgeable and consistent support across all channels. QUESTION NO: 107 Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend? A. Add the Knowledge object to global search objects. B. Add the Knowledge component on the case Lightning record page. C. Add the Knowledge related list to the case page layout. Answer: B To enable Salesforce to suggest Knowledge articles to agents based on case information, adding the Knowledge component to the case Lightning record page is recommended. This component dynamically suggests relevant articles to agents as they work on cases, improving efficiency and providing agents with quick access to helpful information for case resolution. QUESTION NO: 108 A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue? A. Incorporate the additional requirements to the project scope and continue with the original project schedule. B. Prepare a change order to account for the additional requirements and communicate the new project schedule. C. Document the gap in requirements and discuss the schedule and budget Impact with the project team. Answer: B When additional requirements are discovered that impact the project's timeline and budget, preparing a change order to account for these requirements is the first step. This involves adjusting the project scope, timeline, and budget to accommodate the new requirements, ensuring that all stakeholders are aligned and informed about the changes and implications for the project's delivery. QUESTION NO: 109 Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live. Which approach should a consultant use for data migration? A. Prepare, Plan, Test, Validate, Execute B. Plan, Prepare, Execute, Test, Validate C. Plan, Prepare, Test, Execute, Validate Answer: C For data migration to Salesforce, including active accounts, contacts, and historical cases, the recommended approach is to Plan, Prepare, Test, Execute, and Validate. This structured approach ensures thorough preparation, testing for accuracy, execution of the migration, and validation of the data post-migration, ensuring a smooth transition to Salesforce with accurate and complete data. QUESTION NO: 110 Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created. What is the recommended option to prevent the creation of spam cases? A. On-Demand Email-to-Case Threading B. Web-to-Case with Einstein Case Classification C. Web-to-Case with reCAPTCHA enabled Answer: C To enable case creation without login while preventing spam, using Web-to-Case with reCAPTCHA enabled is recommended. reCAPTCHA provides an additional layer of security by verifying that case submissions are made by humans, effectively reducing the likelihood of spam cases and maintaining the integrity of case data in Salesforce. QUESTION NO: 111 Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved. Which approach should the consultant recommend to streamline the process? A. Create a batch integration process that runs hourly to pull all order updates into Salesforce B. Create a dynamic action that launches the ERP system with a deep link to the order locator. C. Use Salesforce Connect and External Objects to represent this information in Salesforce. Answer: C To streamline the process for service agents seeking order updates from a separate ERP system, using Salesforce Connect to integrate External Objects is recommended. This approach allows real-time access to order information directly within Salesforce, eliminating the need to switch between applications and improving efficiency in handling customer requests. QUESTION NO: 112 As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences. Which KPI could help explain the disparity? A. Measure cases with and without articles attached with high CSAT scores. B. Measure cases with and without articles attached with high net promoter scores (NPS), C. Measure cases with and without articles attached based on case status. Answer: A To understand the disparity in customer satisfaction reports, measuring cases with and without Knowledge articles attached, and correlating them with high Customer Satisfaction (CSAT) scores can provide insights. This KPI could reveal whether the use of Knowledge articles directly impacts customer satisfaction, helping to explain the inconsistency between KPIs and customer testimonials. QUESTION NO: 113 A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which report type should the consultant recommend when creating a report? A. Use the Case Historical Trending report type. B. Use the Cases with Milestones report type. C. Use the Case Lifecycle report type. Answer: C For analyzing the time spent within each case status during the case lifecycle, the Case Lifecycle report type is recommended. This report provides a detailed view of the duration cases spend in each status, helping to identify bottlenecks and areas for process improvement to reduce average case age and enhance customer satisfaction. QUESTION NO: 114 Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions. Which feature should a consultant configure to meet this requirement? A. Chatter B. Omni-Channel Supervisor C. Flow Orchestrator Answer: B To enable support managers to provide real-time feedback to agents during customer chat sessions, configuring Omni-Channel Supervisor is advised. This feature allows supervisors to monitor active chat sessions, providing an opportunity to offer immediate guidance and feedback to agents, enhancing the quality of customer interactions. QUESTION NO: 115 Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products. Which approach should the consultant recommend to start. Al efforts at CK? A. Review and address Case data issues and set up Einstein Classification Apps. B. Review and address Case data issues and set up Einstein Article Recommendations. C. Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases. Answer: A To start AI efforts for improving case closure KPIs and product support planning, reviewing and addressing case data quality issues is essential before setting up Einstein Classification Apps. This approach ensures the AI models are trained on clean, reliable data, enhancing the accuracy of predictions for empty fields and overall effectiveness of the AI implementation in the Service organization. QUESTION NO: 116 Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window. What should a consultant recommend? A. Ask the customer to send the PDF via email. B. Use File Preview in the chat. C. Download the PDFs from the chat. Answer: B For agents who wish to preview PDFs sent by customers via WhatsApp in the Service Console, using File Preview functionality within the chat interface is recommended. This feature allows agents to view PDF attachments directly within the chat window, improving efficiency by eliminating the need to download files for review. QUESTION NO: 117 Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases. What is the recommended method to meet the requirements? A. Add "updated" to the name of the new article. B. Use Smart Link to Article to select the prior version. C. Select the Flag as new version checkbox when publishing. Answer: C To ensure that prior versions of Knowledge articles remain associated with closed cases after updates, selecting the "Flag as new version" checkbox when publishing the revised articles is recommended. This approach maintains the link between closed cases and the specific article versions referenced at the time, preserving the accuracy of historical case resolutions. QUESTION NO: 118 The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer? A. Create an auto-response rule that links to Knowledge articles. B. Create a Macro to send an email with Knowledge articles. C. Set up the Case Deflection component to share Knowledge articles. Answer: B To facilitate the quick and easy sending of Knowledge articles to customers by support agents, creating a Macro that automates the process of attaching articles to an email is recommended. This streamlines the sharing of helpful information, enhancing the support experience for customers while increasing efficiency for agents. QUESTION NO: 119 Cloud Kicks plans to use case teams to help collaborate 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 role? A. Territory Rule B. Read-Only C. Private Answer: B For specialists added to predefined case teams, providing Read-Only access as the level of case access for the Case Team role is recommended. This allows specialists to view cases and related records without the ability to edit case details, ensuring they can contribute to case resolution while maintaining data integrity. QUESTION NO: 120 Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues. The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots. What should a consultant do to address the risk? A. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards. B. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed. C. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance. Answer: C To address concerns about compliance with HIPAA and other standards when using chatbots, sharing detailed information on bot security, data availability, and confidentiality from Salesforce Trust and Einstein Platform Compliance resources is recommended. This reassures stakeholders of the measures in place to protect sensitive healthcare data and maintain compliance. QUESTION NO: 121 Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement? A. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record B. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy C. An organization-wide default of Public Read/Write on the Case object Answer: A To ensure customers can access only their cases, including those created on their behalf, configuring a sharing set in the Experience Cloud site is recommended. This grants site users access to case records associated with their contact, ensuring secure and appropriate visibility in line with the requirement. QUESTION NO: 122 Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline. Which setting should a consultant configure to meet the requirements? A. Skills-Based Routing B. Capacity Model C. Secondary Routing Priority Answer: C To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing Priority in Omni-Channel is recommended. This setting allows prioritization of high- priority work items, ensuring they are routed and addressed by agents promptly, in alignment with SLA commitments. QUESTION NO: 123 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. Milestones B. Entitlements C. {0} Actions Answer: B 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. QUESTION NO: 124 Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records. Which functionality should a consultant recommend to meet these requirements? A. Email-to-Case B. Web-to-Case C. Slack Connect Answer: B To add functionality allowing customers to attach digital files to case records, Web-to-Case is recommended. This feature enables customers to submit cases through a web form, including the capability to attach files, facilitating the collection of additional information that can assist in case resolution. QUESTION NO: 125 Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology. Which benefit can be expected? A. Reduced post-interaction time B. Reduced first contact resolution time C. Reduced issue resolution time Answer: C Adopting a Knowledge Centered Support (KCS) methodology can lead to reduced issue resolution time as a key benefit. KCS emphasizes the creation, maintenance, and effective use of a knowledge base, enabling faster access to solutions and reducing the time needed to resolve customer issues. QUESTION NO: 126 A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company. What is the recommended solution to meet the requirements? A. Experience Cloud with payment processing B. Einstein Bots with check processing C. Service Cloud Voice with Tele-pay Answer: A To decrease service costs and modernize the process of paying invoices and updating contact information, implementing an Experience Cloud site with integrated payment processing capabilities is recommended. This allows customers to manage their accounts and transactions online, reducing reliance on paper-based processes and enhancing overall efficiency. QUESTION NO: 127 Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases. What should a consultant recommend? A. Migrate child cases first. B. Migrate parent cases first C. {0} Migrate parent and child cases together. Answer: C To retain existing parent-child relationships between cases when migrating to Salesforce, it is crucial to migrate parent and child cases together. This ensures that the hierarchical structure is preserved in Salesforce, maintaining the context and relationships essential for case management. QUESTION NO: 128 Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots. What should the consultant recommend to meet this requirement? A. Social media B. Messaging apps C. Salesforce Knowledge Answer: B To offer a more personalized and flexible service experience, integrating messaging apps into the service strategy is recommended. Messaging apps allow for asynchronous, convenient communication that can enhance customer engagement and satisfaction by catering to their preferences for quick, informal interactions. QUESTION NO: 129 Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access. Which feature will provide the required level of access? A. View All for Case B. Case teams C. Manager groups Answer: B To provide the required access levels for a dedicated account manager and a support specialist on special cases, utilizing Case Teams is the most effective solution. Case Teams allow for the customization of roles and access levels for each team member, ensuring that the account manager has Read-Only access while the support specialist has Read and Write access. QUESTION NO: 130 Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day. What should a consultant recommend? A. Add History to the Utility bar. B. Create a custom dashboard. C. Keep all cases open in tabs. Answer: A For Service Console users who need to efficiently revisit cases worked on earlier, adding the History component to the Utility Bar is recommended. This provides quick access to recently viewed records, enabling users to navigate back to previous cases without keeping all cases open in tabs, enhancing productivity and case management efficiency.