Service Cloud Consultant question set 1

Which of the following are true of a Community? 1. A Community can be created based on an existing Portal 2. A Community is less expensive than a Customer Portal A 3. Community is a replacement for Chatter Groups 4. A Community is a new feature of the Customer Portal

1. A Community can be created based on an existing Portal

What is a feature of Salesforce Knowledge? (Choose 3) 1. Ability to archive articles when they are no longer needed 2. Ability for users to rate articles on a scale of 1 to 5 stars 3. Support for approval processes during article authoring 4. Support for article body text to be automatically translated 5. Attaching of articles to case emails as a Microsoft Word doc

1. Ability to archive articles when they are no longer needed 2. Ability for users to rate articles on a scale of 1 to 5 stars 3. Support for approval processes during article authoring

How could Service Cloud Omnichannel be used in a contact center? 1. As a method to auto-route cases to an available agent 2. As a replacement for Open CTI to route voice calls 3. As a replacement for case queues 4. As a method to integrate with Social Media channels

1. As a method to auto-route cases to an available agent

Buttercup Brands recently deployed Service Cloud. The management team wants to know how well the solution is being adopted internally across the company. What weekly metrics would you put on their adoption dashboard? (Choose 3) 1. Count of Knowledge Articles created 2. Count of Knowledge articles viewed via Community 3. Count of Cases closed per Agent 4. Percent of users with last login less than 1 day 5. Count of Email cases created

1. Count of Knowledge Articles created 3. Count of Cases closed per Agent 4. Percent of users with last login less than 1 day

MLT Sandwiches Inc. is practicing KCS in its contact center. Certain call center agents have been given authority to archive out-of-date knowledge articles. How can this be enabled? (Choose 2) 1. Create a Knowledge Manager permission set and assign it to each agent 2. Create a public group and assign the "Archive Articles" action to it 3. Create a Chatter group and assign the "Archive Articles" action to it 4. Create a custom "Archive Articles" button and assign it via profile

1. Create a Knowledge Manager permission set and assign it to each agent 2. Create a public group and assign the "Archive Articles" action to it

What are the advantages of Quality Monitoring? 1. Enables a more consistent customer experience 2. Increases Agent Job Satisfaction 3. Creates more jobs in the Contact Center 4. Increases accuracy of customer service

1. Enables a more consistent customer experience 4. Increases accuracy of customer service

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? 1. Execution of a "User Acceptance Test" (UAT) 2. Creation of integration test cases and scripts 3. Automated tests using LoadRunnerTM software 4. Side-by-side observation with end users before Build

1. Execution of a "User Acceptance Test" (UAT) 4. Side-by-side observation with end users before Build

What is a difference between Live Agent and Chatter Answers? 1. Live Agent is private, while Chatter Answers may be public 2. Live Agent is automated, while Chatter Answers is manual 3. Live Agent is out-of-box, while Chatter Answers is a package 4. Live Agent has a license fee, while Chatter Answers is free

1. Live Agent is private, while Chatter Answers may be public

You are implementing Milestones and Entitlements for a client. How can you help agents know whether the current entitlement is still active? 1. Make the "Status Icon" field visible on entitlements page layouts 2. Use Salesforce Wave to provide real time entitlement status updates 3. Enable the option to "Warn users when entitlement has expired" 4. Use the "Enhanced Milestones" page layout to show entitlement status

1. Make the "Status Icon" field visible on entitlements page layouts

What capabilities might be needed specifically for field service dispatch? (Choose 2) 1. Mobile app for field representatives to access work orders 2. Marketing Cloud integration to enable campaigns 3. Google Maps integration for planning on-site visits 4. Fax integration for customers to submit purchase orders

1. Mobile app for field representatives to access work orders 3. Google Maps integration for planning on-site visits

Montoya Consumer Products, Inc. is implementing Service Cloud. They typically handle 50,000 customer inquiries per day. What should they consider doing during implementation? 1. Seek advice from the Salesforce Large Data Volume Team 2. Implement three orgs to balance the data volume 3. Implement an on-premise solution instead of Salesforce 4. Place a daily limit on the number of inquiries they handle

1. 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? 1. System Integration Test Phase 2. Performance Test Phase 3. User Acceptance Test Phase 4. Build & Unit Test Phase

1. System Integration Test Phase

What factor should influence the decision of what data should be migrated into a new Service Cloud environment? (Choose 3) 1. The expected use cases for the historical data 2. Feelings of concern expressed by the call center managers 3. Availability of alternative historical data access options 4. Degree of similarity in data model with the old environment

1. The expected use cases for the historical data 3. Availability of alternative historical data access options 4. Degree of similarity in data model with the old environment

What method can be used to improve data quality of case records in a contact center using Service Cloud? 1. Use validation rules to enforce data entry standards on cases 2. Use a case trigger to warn user of possible duplicate cases 3. Use a formula field to check for similar cases before case creation 4. Implement Data.com to clean case records automatically 5. Use a visual workflow to to guide agents through case creation

1. Use validation rules to enforce data entry standards on cases 2. Use a case trigger to warn user of possible duplicate cases 5. Use a visual workflow to to guide agents through case creation

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? 1. Use visual workflow to create a case entry wizard 2. Use page layouts and record types to organize the case according to the process steps 3. Use Visualforce and Apex to create a case entry wizard 4. Use a custom data entry object and relate it to the case using master-detail

1. Use visual workflow to create a case entry wizard

Montoya Inc. wants to reduce the total number of agent-assisted customer inquiries they handle. Which interaction method would provide the greatest reduction in total customer inquiries? 1. Web Self Service 2. Live Chat 3. Web-to-Case 4. Email-to-Case

1. Web Self Service

What is Knowledge Centered Support (KCS)? (Choose 2) 1. A system used to manage FAQ's 2. A set of standards for managing customer support 3. A method for social media support management 4. A method for creating and managing knowledge

2. A set of standards for managing customer support 4. A method for creating and managing knowledge

What is NOT a feature of the Salesforce Console for Service? 1. View multiple records on separate tabs of the same screen 2. Access to the console via a Partner Community 3. Access to Computer Telephony Integration (CTI) controls 4. Use an interaction log which can capture case activities

2. Access to the console via a Partner Community

A client has a need for multiple people to work on the same case. How would you enable this ability? 1. Multiple people cannot work on a case 2. Configure Service Cloud to use Case Teams 3. Create a new queue and add the people to the queue 4. Set the case object to "public" so that all users can see cases

2. Configure Service Cloud to use Case Teams

Your client has asked you to enable live chat as a new interaction channel. What is a step to enable live chat? 1. Install the Heroku Chat agent supervisor console 2. Contact Salesforce to enable Live Agent 3. Set up Chatter Answers in a Community 4. Configure workflow rules to route each chat type

2. Contact Salesforce to enable Live Agent

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? (Choose 2) 1. Use Open CTI to integrate the Service Cloud Console with the external data 2. Create a nightly batch to export Salesforce data into a data warehouse containing all the data 3. Create a reporting integration using Salesforce Wave to view the external data 4. Create a nightly batch integration to load external data into Salesforce objects

2. Create a nightly batch to export Salesforce data into a data warehouse containing all the data 3. Create a reporting integration using Salesforce Wave to view the external data

In order to manage cases for a single social media account, what actions must be completed first? 1. Disable automatic Twitter synching 2. Create a starter account for social media management 3. Install the "Salesforce for Social Media" AppExchange 4. Package Purchase a Radian6 account license

2. Create a starter account for social media management

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? (Choose 2) 1. Update case comments using a trigger 2. Create contact roles and case teams 3. Create list views for each case queue and enable Global Search 4. Configure case status values and set up feed tracking for cases

2. Create contact roles and case teams 4. 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? 1. Enhance Knowledge Articles to increase self service rate 2. Create macros to reduce average handle time 3. Implement validation rules to improve data quality 4. Create a customer satisfaction survey to improve loyalty

2. Create macros to reduce average handle time 3. Implement validation rules to improve data quality

What activities would be part of a contact center's business continuity plan? (Choose 3) 1. Disable the Interactive Voice Response system 2. Cross train contingent staff on basic call handling 3. Equip selected agents with laptop computers 4. Re-route cases to agents in another location 5. Place all data servers in the same building as the contact center

2. Cross train contingent staff on basic call handling 3. Equip selected agents with laptop computers 4. Re-route cases to agents in another location

In what external system would you be most likely to find repair and returns master data? 1. Computer Telephony Integration (CTI) 2. Enterprise Resource Planning (ERP) 3. Workforce Management (WFM) 4. Commission Management

2. Enterprise Resource Planning (ERP)

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? 1. Email-to-Case 2. On-demand Email-to-Case 3. Web-to-Case 4. Omnichannel

2. On-demand Email-to-Case

Miracle Max has a goal to decrease total agent-assisted interactions by 20% this year. What report could you create to help impact this metric? 1. Percentage of cases with an attached Knowledge Article 2. Percentage of Public Articles with rating below three stars 3. Percentage of cases originated via chat versus via phone 4. Count of cases with two or more agent interactions

2. Percentage of Public Articles with rating below three stars 4. Count of cases with two or more agent interactions

During the planning phase of the project, your client has asked you to help articulate the key project objectives, approach, scope and timeline. What document might you create to answer this request? 1. Deployment Training Plan 2. Project Charter 3. Draft Solution Design 4. Project Kickoff Presentation

2. Project Charter 4. Project Kickoff Presentation

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? 1. Assignment Rules 2. Workflow Rules 3. Auto-response Rules 4. Validation Rules

2. Workflow Rules

What system would be used in a contact center to help manage adherence to average call handle time and planned work schedule? 1. Quality Management (QM) System 2. Workforce Management (WFM) System 3. Automated Call Distribution (ACD) System Customer 4. Relationship Management (CRM) System

2. Workforce Management (WFM) System

A customer satisfaction survey can be implemented within Service Cloud by using... (Choose 2) 1. the out-of-box Survey object 2. an AppExchange Package for Surveys 3. a SurveyCloud license and Visual Workflow 4. Web-to-case and a Case record type of "Survey"

2. an AppExchange Package for Surveys 4. Web-to-case and a Case record type of "Survey"

What is Salesforce Open CTI? (Choose 3) 1. A call routing engine for Salesforce Omnichannel 2. A managed package for integrating with telephone systems 3. A way to extend the capability of the Console for Service 4. A set of tools to create customizable SoftPhones 5. An integration framework based on Javascript

3. A way to extend the capability of the Console for Service 4. A set of tools to create customizable SoftPhones 5. An integration framework based on Javascript

What must be done in order to migrate an existing knowledge base to Salesforce Knowledge? 1. Articles must be spell checked to avoid import errors 2. Article history must be converted to a CSV file 3. Articles containing images must be in an HTML format 4. Articles must be re-authored manually in Salesforce

3. Articles containing images must be in an HTML format

What criteria can be used to select what cases should be migrated from a legacy system into a new Service Cloud environment? 1. Cases with file attachments greater than 1 GB 2. Cases with Knowledge articles attached 3. Cases with a close date less than 1 year 4. Cases with a CSAT rating above 80 percent

3. Cases with a close date less than 1 year

Princess Bridal Products is implementing the Console for Service Cloud. What actions should they take to configure it? (Choose 3) 1. Ensure Java Runtime Engine is installed on agent machines 2. Enable screen capture for front line agents 3. Configure the Highlights Panel for each object 4. Configure Omnichannel to enable screen pops 5. Assign each user a Service Cloud feature license

3. Configure the Highlights Panel for each object 4. Configure Omnichannel to enable screen pops 5. Assign each user a Service Cloud feature license

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? 1. Use a formula field to calculate the response time 2. Use Service Cloud Console to show a countdown timer 3. Enable and configure Entitlement Management with Milestones 4. Create a customization using Apex classes and triggers

3. Enable and configure Entitlement Management with Milestones

What is one way that knowledge can be integrated into the case management process? 1. Cases can be automatically converted to knowledge articles 2. Knowledge can be predictively searched based on live trending topics 3. Knowledge search can be pre-filtered based on case category 4. Speech analytics can be used to search based on live conversation

3. Knowledge search can be pre-filtered based on case category

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? 1. Deploy to Tier 1 agents first, then to Tier 2 2. Deploy to experienced agents first, then to new agents 3. "Big Bang" deploy to all agents simultaneously 4. Deploy a pilot, then phase roll out to each country

4. Deploy a pilot, then phase roll out to each country

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? 1. Count of Articles created: grouped by category 2. Count of Articles viewed today: grouped by channel 3. Total Site Cases closed today: grouped by category 4. Total Site Cases closed today: grouped by supervisor

4. 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 customers cannot, such as instructions on routing the case type correctly. How would you implement this? 1. Create two article types of "Public Article" and "Internal Article" with different profile visibility 2. Create two data categories of "Public Article" and "Internal Article" with different profile visibility 3. Use a data category of "Public Article" with an "Agent Instructions" field using field level security 4. Use an article type of "Public Article" with an "Agent Instructions" field using field level security

4. Use an article type of "Public Article" with an "Agent Instructions" field using field level security

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? 1. Required Fields 2. Organization Wide Defaults 3. Field Level Security 4. Validation Rules

4. Validation Rules

What system would typically be batch integrated to Service Cloud in a Contact Center? 1. Telephony Firewall 2. High Density Storage 3. Optical Character Recognition 4.Customer Data Warehouse

4.Customer Data Warehouse