1.) Universal Containers has millions of customers in Salesforce but only a very small percentage have opened support cases in the past Recently,Universal Containers has implemented a Service Cloud portal and plans to allow customer to be authenticated users to increase self-service rates. Which method should be used to enable the customers on the portal? (Choose 2) A. Have agents manually create users when portal access is requested by customers. B. Have agents provide customers with portal registration instructions when working a case. C. Create active customers as portal users and send them email notifications. D. Identify active customers and send them registration instructions via email.
2.) What is the primary function of a private branch exchange(PBX)? (Choose 1) A. To route calls to different agents. B. To report the caller's background information. C. To use speech recognition to direct calls. D. To receive multiple calls at one time. I’ve seen A. and D. on different study question sets. I would think it’s A.
3.) Customers can contact universal appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database that stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2) A. Use SOAP API to integrate the external database with Salesforce. B. Use Bulk API to load the product bug data into Salesforce. C. Display product bug data in Salesforce via Visualforce page. D. Create a custom product bug object and import the data into Salesforce. I’ve seen A., B., and D. on different sets.
4.) Universal Electric initiates cases based on electronic transmissions from power unit. 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 customer to review the activates. • Cases can only be closed after the customer review has been completed. Universal Electric needs to determine whether the work orders and customer contacts should be stored as child cases or an a related custom object. What should the consultant consider to meet these requirements? (Choose 3) A. Total number of account and contact records in the database. B. Case closure rules on the original case. C. Account team relationship to the primary contact. D. Visibility and access to the work order records. E. Work order and customer contact escalation requirements. B., D., and E?
5.) A Universal Container has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case. What solution will create and route the field service dispatch record when the case is saved? A. Use a validation rule. B. Use a case assignment rule. C. Use a workflow rule with an action. D. Use an apex trigger. B. or D.? I’ve seen both answers. My guess is B. since Case Assignment Rules are out-of-the box.
6.) Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below: • Support attachments up to 20 MB per inquiry • Over 10,000 inquiries per day Which solution should a consultant recommend to meet these requirements? A. On-Demand Email-to-Case B. Customer Chatter groups C. Email-to-Case D. Web-to-Case I’d say A. to support attachments up to 20 MB but I’ve seen C. as the answer.
7.) Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce enable click-to-dial capability. What needs to be configured for the Softphone to work in Salesforce? (Choose 3) A. Assign the Salesforce CTI license to Salesforce users. B. Create a Softphone layout and assign to user profiles. C. Assign the correct Salesforce users to the call center. D. Install an adapter from AppExchange to work with third-party CTI systems. E. Use Apex to create an adapter to work with third-party CTI systems. B., C., and D?
8.) A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered 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. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline to the project team B. Document the gap between the original statement of work and the current requirements and communicate development options to the project team C. Remove requirements from the list and communicate the revised scope to the project team D. Add development resources to the project team to build out the additional requirements I’ve seen A or B.
9.) What are characteristics of Visual Workflow? (Choose 3) A. Elements can be used to update fields in the database. B. Elements can be used to pass data to legacy systems. C. Apex code must be used to pass data to legacy system. D. Apex code must be used to update fields in the database. E. Only one version of a flow can be activated at a time.
10.) Universal containers is implementing salesforce knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement? (1 answer) A. Assign team-based profiles to the associated product data category value. B. Assign team-based profiles to the associated product article type. C. Assign team-based roles to the associated product article type. D. Assign team-based role to the associated product data category value.
11.) Universal Containers has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. Universal containers wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? (choose 2) A. Prioritize customer calls based on their SLA B. Cross-train agents on both product lines. C. Enable agents to transfer calls to other agents. D. Implement a customer self-service portal.
12.) What processes are use case for Visual Workflow? (choose 3) A. Cross-sell promotions for representatives. B. Fields validation during case creation. C. Caller verification and creation of a new case. D. Decision- based troubleshooting for representatives E. Assignment of email to a case queue based on subject.
13.) Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement? A. Entitlement processes, contracts, contract line items, and entitlements B. Entitlement processes, contracts, milestones, and milestone actions C. Entitlement processes, contract line items, milestones, and entitlements D. Entitlement processes, milestone, milestone actions, and entitlements
14.) Universal Container's contact center management wants to enhance its Service Cloud implementation and deploy a solution that will better assist its service agents and customers in troubleshooting and resolving issues. The contact center manager has outlined the following requirements: Provide content categorization for easier navigation, searching, and visibility. Shorten agents' issue resolution time by suggesting relevant content. Establish a publication lifecycle process based on industry leading practices. Ensure the solution is tightly integrated with Service Cloud console and Live Agent. What Salesforce solution should a consultant recommend? A. Content B. Knowledge C. Solutions D. Chatter I would think B. but I've also seen D. as an answer which doesn't make sense to me.
15.) Universal Containers wants to create a process to verify that customers are eligible for support before a case is created. A consultant recommends using entitlement management to meet this requirement. Which benefits would be realized by using the entitlement management feature? (Choose 2) A. Ability to specify unique service levels for each customer B. Ability to prompt callers for the service contract number with IVR menus C. Ability to determine if a customer has escalated a case in the past D. Ability to enforce service levels with time-dependent processes
16.) The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2) A. Require agents to check a box on case when submitting a new suggested article B. Create a dashboard for articles submitted by agents & approved for publication C. Measure & reward agents based on the # of new articles submitted for approval D. Measure & reward agents based on the # of new articles approved for publication
17.) Universal Containers wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers? A. Partner portal B. Service Cloud portal (Customer Community) C. Enterprise admin D. Sites