Service Cloud

What is Salesforce Open CTI?

- A way to extend the capability of the console for Service -An integration framework based on javascript - A set of tools to create customizable Softphones

What is a Knowledge Centered Support (KCS)?

- a method for creating and managing knowledge -a set of standards for managing customer supprort

What capabilities might be needed specifically for field service dispatch?

- google maps integration for planning on site visits -mobile app for field representatives to access work orders

What is a feature of Salesforce Knowledge?

-Ability to archive articles when they are no longer needed -Support for approval processes during article authoring -Ability for users to rate articles on a scale of 1 to 5 stars

MLT Sandwiches Inc is practicing KCS in its contact center. Certain call agents have been given authority to archive out-of-date knowledge articles. How can this be enabled?

-Add the "archive" action to any knowledge page layouts used by the agents -Use a permission set with the "archive articles' and "manage articles" permission

Princess Bridal Products is implementing the Console for Service Cloud. What actions should they take to configure it?

-Assign each user a Service Cloud feature license -Configure Omnichannel to enable screen pops -Configure the highlights panel for each object

Miracle Max has a goal to decrease total agent assisted interactions by 20% this year. What report could you create to help this metric?

-Count of cases with two or more agent interactions -Percentage of public articles with rating below three starts

Your client wants to integrate its contact center data from other systems with Service Cloud data for reporting purposes. These systems include telephony, IVR, WFM and Quality Assurance. What integration approach would you recommend?

-Create a reporting integration using Salesforce Wave to view the external data -Create a nightly batch to export salesforce data into a data warehouse containing all the data

How can a company user Service Cloud let customer request support from their mobile device?

-Integrate case creation or chat to a mobile app using embedded service SDK for mobile apps -embedded chat & case creation into a company website accessible from a mobile browser

Butter Brands recently deployed service cloud. The management teams wants to know how well the solutions I being adopted internally across the company. What weekly metrics would you put on their adoption dashboard?

-Percent of users with last login less than 1 day -Count of cases closed per agent -Count of knowledge articles created

Your client's last contact center deployment failed due to poor user adoption. What would you recommend should be done during your implementation to ensure better user adoption this time?

-Side by side observation with end users before build -Execution of a "user acceptance test"

What factor should influence the decision of what data should be migrated into a new Service Cloud Environment?

-The expected use cases for the historical data -Degree of similarity in data model with the old environment -Availability of alternative historical data access options

What method can be used to improve data quality of case records in a contact center using service cloud?

-Use a case trigger to warn user of possible duplicate cases -Use a visual workflow to guide agents though case creation -Use validation rules to enforce data entry standards on cases

A customer satisfaction survey can be implemented within Service Cloud by using...

-an app exchange package for surveys -the standard survey object and support settings *this question is being revised as there is an out of the box object called "survey"

Both support agents and product managers need to participate in the case process. Cases must be updated as they move through the steps in the process. All changes to a case must be tracked in the case feed. Which configuration step is required for this implementation?

-create contact roles & case teams -configure case status values and set up feed tracking for cases

ROUS Inc. needs to improve its contact center cost per case. What approaches would you recommend?

-create macros to reduce average handle time -implement validation rule to improve data quality

Gilder Industrial Products is the world's leading distributor of iocane powder. When there is a problem with a shipment, their contact center must respond within 1 hour, and resolve the issue within 24 hours. How can Service Cloud enable this requirement?

-enable and configure entitlement management with milestones

What are the advantages of Quality Monitoring?

-increases accuracy of customer service -enables a more consistent customer experience

During the planning phase of the project, your client has asked you to help articulate the key project objectives, approach, score, and timeline. What document might you create to answer this request?

-project charter -project kickoff presnetation

What activities would be a part of a contact center's business continuity plan?

-re-route cases to agents in another location -cross train contingent staff on basic call handling -quip selected agents with laptop computers

What must be done in order to migrate an existing knowledge base to salesforce knowledge?

Article containing an image must be in HTML format

What is NOT a feature of the Salesforce Console for Service: A) View multiple records on separate tabs of the same screen B) Use an interaction log which can capture case activities C) Access to the console via a Partner Community D) Access to Computer Telephony Integration (CTI) controls

C

What criteria can be used to select what cases should be migrated from legacy system into a new service cloud environment?

Cases with a close date less than a year

A client has a need for multiple people to work on the same case. How would you enable this ability?

Configure Service Cloud to use case team

What system would typically be batch integrated to Service Cloud in a Contact Center?

Customer Data Warehouse

Which of the following are true of a Community: A) A Community is less expensive than a Customer Portal B) A Community is a replacement for Chatter Groups C) A Community is a new feature of the Customer Portal D) A Community can be created based on an existing Portal

D - A community can be created based on an existing portal

Sportsman-like Stone Works LLC is preparing to deploy Service Cloud to its contact centers. It operates globally 24/7, has 3 centers serving different regions, and the same implementation team must support all the centers. What deployment approach makes sense?

Deploy a pilot, then phase roll out to each country

Your client has asked you to enable live chat as a new interaction channel. What is a step to enable live chat?

Ensure your edition and license type includes chat

In what external system would you be most likely to find repair and returns master data?

Enterprise Resource Planning (ERP)

What is one way that knowledge can be integrated into the case management process?

Knowledge search can be pre-filtered based on case category

You are implementing Milestones and Entitlements for a client. How can you help agents know whether the current entitlement is still active?

Make the "status icon" field visible on entitlements page layouts

Your client requires the ability to receive customer emails but without installing any additional software on the existing email servers. Which Service Cloud feature best addresses the requirement?

On-demand Email-To-Case

Westley is a supervisor of one of six chat teams within a contact center site. What report would help Westley to monitor his team's performance

Total site cases closed today: grouped by supervisor

Your client has a call center where the agents need to see extra information in public knowledge articles that customer cannot, such as instructions on routing the case type correctly. How would you implement this?

Use an article type of "public article" with an "agent instructions" fields using field level security

Montoya Inc wants to reduce the total number of agent assisted customer inquiries they handle. Which interaction method would provide the greatest reduction total customer inquires?

Web Self Service

Roberts Naval Shipping needs case status to be automatically updated to resolved 48 hours after the solution is sent to their customers. What feature would you use to enable this?

Workflow Rules

How should Service Cloud Omnichannel be used in a contact center?

as a method to auto-route cases to an available agent

In order to manage cases for a single social media account, what actions must be completed first?

create a starter account for social media management

Montoya Consumer Products is implementing Service Cloud. They typically handle 50,000 customer inquiries per day. What should they consider doing during implementation?

seek advice from the salesforce large data volume team

In what project phase would you validate that the order details in the RMA system match the data captured by the agent in service cloud?

system integration test phase

A client has two different processes for creating a new case, depending on who is originating the case. One process requires 10 steps. The other requires 3 steps. Once the case is created, the layout looks the same for all cases, regardless of which process was used. How would you implement this requirement?

use visual workflow to create a case entry wizard

Your client requires that before a case can be closed, the "Summary" field and the "Case Source" field must be completed. Which Salesforce feature best addresses the requirement?

validation rules

What system would be used in a contact center to help manage adherence to average call handle time and planned work schedule?

workforce management system (WFM)