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  5. Service Cloud Administration (SU24) Questions and Answers

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Viewing questions 61-70 out of questions
Questions # 61:

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end thechat and close the case.

Which two features should a Consultant recommend to address this concern? Choose 2 answers

Options:
A.

Visual Workflow

B.

Lightning Guided Engagement

C.

Quick Text

D.

Macros

Expert Solution
Questions # 62:

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by callcenter location, agent, and calendar month.

Which reporting solutionshould the Consultant recommend?

Options:
A.

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

B.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

C.

Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

D.

Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Expert Solution
Questions # 63:

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case tocapture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

Options:
A.

Add the entitlements related list to contact records

B.

Add the entitlement contacts related list toaccount records

C.

Add the assets related list to contact records

D.

Add the service contract related list to contact records

Expert Solution
Questions # 64:

Which two solutions should Universal Containers consider toincreaseContact Center Agent productivity? Choose 2 answers

Options:
A.

Enable templates for written responses.

B.

Increase the number of agents.

C.

Improve the agent interface.

D.

Employ surveys to confirm customer satisfaction.

Expert Solution
Questions # 65:

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

Options:
A.

Number of open cases per day

B.

Number of new customers added

C.

Number of closedcases on first call

D.

Average number of days to close cases

E.

Number of cases escalated

Expert Solution
Questions # 66:

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.

Which three statements should be considered?

Choose 3 answers

Options:
A.

Attachments and .html files in Classic Knowledge are moved to the Files object.

B.

Visualforce pages refer to Classic article types.

C.

Each article must be associated to a record type.

D.

Approval process history migrate to Lightning Knowledge.

E.

Article numbers change during migration.

Expert Solution
Questions # 67:

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

Options:
A.

Assign a global team of experienced agents and leaders to create a common design template and report structure.

B.

Assign teams in each major contact center to design a solution unique toits needs and have an analyst build a combined report.

C.

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D.

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

Expert Solution
Questions # 68:

One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a SystemAdministrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

Options:
A.

Restore the data using the available backup.

B.

Log aData Recovery case with Salesforce Support.

C.

Use Data Loader to delete the corrupt data.

D.

Manually update the corrupt data to correct it.

Expert Solution
Questions # 69:

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options areavailable with Email-to-Case? (Choose 2)

Options:
A.

Only one inbound email address can be used for Email-to-Case

B.

Follow-up emails and attachments related to a case are attached to the case

C.

Assignment, escalation, and workflow rules are processed on inboundemails

D.

Follow-up emails related to a case will update the case comments

Expert Solution
Questions # 70:

WhenService Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

Options:
A.

Account tabs and Casestab

B.

Case tabs with Account subtabs

C.

Account tab with Cases related list

D.

Account tabs with Case Subtabs

Expert Solution
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Viewing questions 61-70 out of questions