Service Cloud 3

Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs). Which approach should a consultant recommend in this scenario?

• Assign a global team of experienced analysts to create a standard report template.

• Request that the VP of worldwide support design a standard report template to provide a clear vision,

• Ask leadership, management, and agents in all regions to vote on the standard report template.

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents. Which feature should a consultant integrate into the Service Console?

• Einstein Next Best Action

• Actions & Recommendations

• In-App Guidance

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency. Which metric should a consultant recommend to track the efficiency of individual agents?

• After Conversation Work Time

• Total Emails Sent

• Call Abandonment

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

• Approval Processes

• Support Types

• Support Processes

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends. Which primary object should a consultant select to create a new Omni- Channel report type?

• Agent Work

• Assigned Work

• Agent Detail

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer. Which feature should the consultant suggest?

• On-Demand Email-to-Case

• Email-to-Case

• Web-to-Case

Universal Containers (UC) has deployed a call center using open CT1. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information. How should the consultant recommend the report be created?

• Build a report on Products with Activities grouped by owner.

• Create a Custom Report type with Activities as the primary object.

• Customize the My Team's Calls This Week standard report.

Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots. What should the consultant recommend to meet this requirement?

• Salesforce Knowledge

• Social media

• Messaging apps

Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered. What should the consultant recommend to prevent duplicate records from being created?

• Implement Apex triggers for Contact.

• Grant "View All Data” and instruct them to search.

• Configure and activate Duplicate Management,

Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?

• Create a permission set for each record type. Assign permissions to service agents.

• Create a data category for each product. Assign data categories to service agents.

• Create an article action for each record type. Assign record types to service agents.