Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.
Which solution should a consultant recommend to meet the requirements?
What is a common deflection technique to reduce the number of interactions for a contact center?
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?
Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's
support offerings should be adjusted.
Which feature should the consultant recommend?
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?
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to
use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and
Asia. UC wants standardized reporting across worldwide contact centers’ key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?
The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?
Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.
Which reporting solution should a consultant recommend?
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?
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 recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to
customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
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?
Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?
Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.
Which feature should the consultant suggest?
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?
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?
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?
The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin
has identified hundreds of cases that are closed but still owned by a queue.
Which solution should a consultant recommend?
Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.
How should a consultant accomplish this?
Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and
integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's
development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?
Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same
customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?
Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service
Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?
Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with
customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of
effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?
Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with
multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case
manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?
Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.
What should the consultant recommend to decrease case closure time?
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?
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?
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.
What should UC do to address this situation?
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 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?
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?
Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.
What should the agent do next?
How should a consultant configure a report that shows the average number of days that Cases stay open?
Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.
Which method should the consultant recommend to provide automated self-service on an ecommerce site?
Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.
What should the consultant recommend to gather information efficiently on Knowledge article usefulness?
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create,
resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?
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?
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?
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?
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.
How should the consultant display the data quickly?
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?
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support
reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick
texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?