SALESFORCE ADX 261 SET A

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management under service center cost?

(a)  

• All Cases closed month-to-date

• All open Cases by Priority

• All open Cases by Channel

• All Cases by Customer

• Case resolution time

 

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements?

• Define Entitlements and Milestones

• Configure Case Escalation Rules

• Use Process Builder with Scheduled Actions

• Enable Omni-Channel Routing

Universal Container wants to deploy the Service Cloud to its contact cents located across North America, Europe, and Asia. The company wants standardized contact center processes reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?

• Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting

• Assign a global team to experienced agents and leaders to create a common design template and report structure

• Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report

• Recommend that the VP of WorldWide Support design a global template to provide a clear vision and standardization.

Universal Container recently deployed a Salesforce Knowledge Implementation, but is looking to evaluate the quality of the articles being produced. What should the consultant recommend to gather information on Knowledge article usefulness?

• Contact Salesforce to send a report on article efficacy

• Install Knowledge Base Dashboards and Reports AppExchange package

• Send out a monthly survey to customers requesting feedback

• Create a group of super users that will evaluate and manage articles

A service manager has just configured Chat at a company site. Now, the agent cannot see the Chat footer component in the console. Which configuration option should be verified?

• Verify that users are assigned the Chat feature license

• Verify that users have access to the Chat public group

• Verify that users have access to the Chat button

• Verify that users are assigned the Chat user profile

The VP of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowlegebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement?

• Create a central "Contact Us" page which provides access to all available channels

• Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day

• Replace the existing "Chat Now" button on the customer community with a toll-free phone number

• Enforce that customers must search the knowledgebase before they can see the contacts us page

• Optimize the Experience Cloud site for mobile devices to have access to the same support as desktops

Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier 1 had progressed in troubleshooting?

• Lightning Flow Component

• Lightning Guided Engagement

• Service Console Macros

• Path for Cases

Universal Containers recently implemented Service Cloud. The support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem?

• Configure Omni-Channel Routing Model as Least Active

• Configure Case Assignment Rules to use Users

• Configure Case Assignment Rules to use Queues

• Configure Omni-Channel Routing Model as Most Available

 

To help Service Agents more accurately respond to Cases, Universal Containers wants a list of relevant Knowledge Articles displayed on the Case record page. How should a consultant configure this requirement?*

• Add the Knowledge related list to the Case record page

• Add the Knowledge tab to the Service Console

• Add Knowledge Data Categories to each Case

• Add the Knowledge Component to the Case record page

When Service reps view a case, they often need to see the case history of other cases for that same account. How should a consultant configure the Lightning Service Console to support this requirement?

• Case tabs with Account subtabs

• Accounts tab with Case subtabs

• Account tab with Cases related list

• Account tabs and Case tabs