Service Cloud 1

Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?

• 
  Use Flow Builder to create a flow with a scheduled path.

• 
  Define case auto-response rules.

• Establish case assignment rules.

• 
  Configure case escalation rules.

Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

• 
  Set a validation rule

• Enable Case Merge.

• Configuration a blocking duplicate rule

• 
  Create an auto-launched flow.

Answer explanation

Explanation
Case Merge is a native feature that allows agents to merge up to three duplicate cases into one master case, and delete the other cases. Case Merge preserves the case history, comments, attachments, and related records of all the merged cases. Case Merge can be enabled from Setup > Case Merge Settings. Verified References: :
Merge Duplicate Cases in Lightning Experience

Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

• Plan, Prepare, Test, Execute, Validate

• 
  Prepare, Plan, Validate, Execute, Text

• Prepare, Plan, Text, Execute, Validate

• 
  Plan, Prepare, Validate, Execute, Text

Universal Containers wants articles to be suggested to agents based on information they are typing into the
case. Which solution should a consultant recommend?

• Create a Visualforce page called Knowledge sidebar on the case page layout.

• 
  Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout

• Enable the Knowledge sidebar setting in the case support settings.

• Enable the Knowledge sidebar related list on the case page layout.

Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

• Implement Employee Communities with Content.

• 
  Implement Customer Communities with Content.

• Implement Customer Communities with Knowledge.

• Implement Partner Communities with Knowledge.

At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?

• 
  Create a private Chatter group with customers and invite key individuals to join the group.

• Enable Chatter case feed and add product development team members to the case team.

• 
  Build a repository of Knowledge articles related to integration and share it with the customer.

• Create a related child case and assign the child case to the product development team.

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be
surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What
solution should a consultant recommend to meet this requirement?

• Use assignment rules to assign the case to a case queue

• 
  Use escalation rules to assign the case to a case queue

• Use auto-response rules to send an email to the customer

• 
  Use workflow rules to send an email to the customer

Universal Containers is bringing a new division under their existing Customer Service Contact Center. This
will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universal containers service cloud
instance

• 
  Bulk Data Transfer API

• Cloud-to-Cloud Integration Toolkit

• Data Integration via SOAP API

• 
  Java Language Specific Toolkit

What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

• The report must be used on a Dashboard.

• The report must have a standard Report Type.

• The report must contain a chart.

Answer explanation

When adding a report chart to a Page Layout or a Lightning Record Page, the report must include a chart component. This is because the visualization aspect of the chart is what's displayed on the layout, providing a graphical representation of the report data directly on the record page for quick insights and analysis.

Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

• Create a unique case page layout for each channel grouping.

• Create an agent profile for each channel grouping.

• Create an agent role for each channel grouping.

• Create a service cloud console to support all channel groupings.