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NEW QUESTION # 55
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible
scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Allow shift trading between agents
- B. Mix telephony interactions with email and chat
- C. Extend benefits to part-time agents
- D. Provide additional training on tools and process
Answer: A,C
NEW QUESTION # 56
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consultant recommend to meet the requirements?
- A. Use translation Workbech to localize each Quick Text.
- B. Set the Organization-Wide default to Public Ready Only.
- C. Share the Folder with Quick text for each language.
- D. Share each Quick Text individually to Public Groups.
Answer: C
Explanation:
Explanation
Sharing the Folder with Quick Text for each language is the recommended solution to meet the requirements, because it allows CK to consolidate, translate, and share the common responses as Quick Text. Quick Text is a feature that enables service agents to insert predefined messages, such as greetings, answers, or closing statements, into emails, chats, tasks, events, and more. Quick Text can be organized into folders and shared with different groups of users based on their language or role. Quick Text can also be translated into multiple languages using Translation Workbench or a third-party service. Verified References: : Quick Text Overview :: Share Quick Text Using a Folder in Lightning Experience : : Translate Quick Text
NEW QUESTION # 57
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
- A. Omni-Channel with Einstein Case Routing
- B. Omni-Channel with Capacity-Based Routing
- C. Omni-Channel with Queue-Based Routing
Answer: B
Explanation:
Omni-Channel with Capacity-Based Routing is the recommended solution for Cloud Kicks (CK) to provide support through multiple channels while ensuring a consistent customer experience. This feature allows CK to route work items to the most qualified available agent based on their capacity and skill set, which is crucial when agents are certified on specific product lines. Capacity-Based Routing takes into account the complexity of the work and the agent's workload, ensuring that agents are not overwhelmed and can provide focused, high-quality support. This approach supports CK's goal of expanding support channels beyond voice, ensuring that regardless of the channel a customer chooses, they receive consistent and expert support.
NEW QUESTION # 58
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Quality monitoring score
- B. Number of calls offered
- C. Agent utilization
- D. Schedule adherence
Answer: C,D
Explanation:
Agent utilization is the percentage of time that agents are occupied with handling customer interactions or after-call work. It is a measure of how efficiently agents are using their time. Schedule adherence is the degree to which agents stick to their planned work schedules. It is a measure of how well agents follow their assigned shifts, breaks, and lunches. Both metrics can be used to assess the success of a new workforce management system, as they indicate how well the system is optimizing agent productivity and availability. Verified References: Service Cloud Consultant Certification Guide & Tips, Workforce Engagement
NEW QUESTION # 59
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- C. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: B
NEW QUESTION # 60
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?
- A. Web-to-Case
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. Salesforce for Outlook
Answer: B
Explanation:
Explanation
Email-to-Case is a solution that can meet the requirement of Universal Containers' email policy that requires all email traffic to remain within its firewall. Email-to-Case allows administrators to set up an email service that runs on their own servers and converts email messages into cases in Salesforce. Email-to-Case does not require any email messages to be sent or received outside the company's firewall, unlike On-Demand Email-to-Case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.case_email_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.case_email_email2case.htm&type=5
NEW QUESTION # 61
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?
- A. Customers are spending additional time searching for answers.
- B. Agents do not have access to the same Knowledge articles as customers.
- C. Customers must spend additional time registering for the portal.
- D. Self-service deflects easy cases, leaving more complex cases for agents.
Answer: D
NEW QUESTION # 62
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
- A. Path for Cases
- B. Lightning Flow for service
- C. Interaction Log
- D. Lightning Process Builder
Answer: A,B
Explanation:
Explanation
Lightning Flow for Service and Path for Cases are features that a consultant should integrate of the Service Console to assist agents in following a standardized customer dialog and getting up to speed and fully productive. These features can help guide agents through the case resolution process, as well as provide them with relevant information and actions for each stage. For example:
Lightning Flow for Service is a feature that allows you to create guided, interactive, and consistent experiences for your agents in the Service Console. Lightning Flow for Service can help automate tasks, collect data, update records, or invoke other processes based on the case context and customer needs.
Path for Cases is a feature that displays the key fields and guidance for each stage of a case lifecycle, such as new, working, escalated, or closed. Path for Cases can help agents understand what needs to be done at each stage, as well as access the required fields, actions, tips, or links.
Verified References: Service Cloud Consultant Certification Guide & Tips, [Lightning Flow for Service Overview], [Set Up Path]
NEW QUESTION # 63
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
- A. Experience Cloud with Customer Account Portal template
- B. Service Cloud Voice with Tele-pay
- C. Field Service with Integrated Payments
- D. Einstein Bots with Credit Card Payments
Answer: A
Explanation:
Explanation
Experience Cloud with Customer Account Portal template is the recommended solution to meet the requirements of reducing service costs and improving customer relationship by allowing customers to pay invoices and update their contact information online. Experience Cloud is a product that allows you to create branded online portals for your customers, partners, or employees. Experience Cloud sites can provide self-service resources, such as knowledge articles, FAQs, forums, and case management. Customer Account Portal is a template that provides a pre-built site for customers to access their account information, such as invoices, payments, orders, contracts, or contact details. Customers can also update their profile, preferences, or communication settings from the site. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Customer Account Portal Template Overview
NEW QUESTION # 64
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Customize the lightning console that page.
- B. Configure a chat validation rule.
- C. Customize the pre-chat form.
- D. Configure lightning guided engagement.
Answer: C
NEW QUESTION # 65
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
- A. Interactive Voice Response (IVR)
- B. Chat log history
- C. Automatic Call Distributor (ACD)
- D. Workflow Management (WFM)
- E. Entitlements
Answer: C,D
NEW QUESTION # 66
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a
consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Enable Ideas in a Service Cloud portal.
- B. Enable Knowledge in a Service Cloud portal.
- C. Create auto response templates for emails.
- D. Enable Chatter for agent collaboration.
Answer: B,C
NEW QUESTION # 67
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Omni-channel Supervisor
- B. Push Notifications
- C. Next Best Actions
- D. Case Feed
Answer: A
Explanation:
Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview
NEW QUESTION # 68
What is a benefit of a customer community? Choose 2 answers.
- A. Eliminates the need for support agents
- B. Eliminates the need to track service level agreements
- C. Reduces incoming call volume
- D. Enables customers to log inquires without contacting an agent
Answer: C,D
NEW QUESTION # 69
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers
- A. On-Domand Emali-to-Case
- B. Apex Email Service
- C. Web-to-Case forms
- D. Standard Email-to-case
Answer: A,D
NEW QUESTION # 70
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Install an adapter from AppExdiange to work with third-party on systems.
- B. Assign the correct Salesforce users to the Call Center.
- C. Assign the Salesforce CTI license to Salesforce users.
- D. Enable Live Agent in their community to chat with an agent.
- E. Create a softphone layout and assign to user profiles.
Answer: A,B,E
NEW QUESTION # 71
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator 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?
- A. Log a Data Recovery case with Salesforce Support.
- B. Manually update the corrupt data to correct it.
- C. Restore the data using the available backup.
- D. Use Data Loader to delete the corrupt data.
Answer: A
NEW QUESTION # 72
Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers
- A. Outbound Sales Dialer
- B. Quick Action
- C. History Utility
- D. Macros
Answer: A,C
NEW QUESTION # 73
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