WorksheetsService Cloud 2
Total questions: 65
Worksheet time: 33mins
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
Knowledge articles suggested by Einstsin
Internal Chatter posts about the Case
Upcoming Milestones for the Case's Entitlement
Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently. This includes providing access to job information such
as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?
Experience Cloud site
Trailhead
Einstein Next Best Action
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more information.
What should the consultant recommend to meet the requirements?
Enable Chat in an Experience Cloud site.
Allow comments on Knowledge articles.
Create a self-service Help Center.
Which advantage does Salesforce provide with the OpenCTI framework?
Agents can use telephony on a wide range of browsers and operating systems while only developing once.
Developers can integrate with any telephony platform available with minimal need for customization.
Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
Cloud Kicks {CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple
CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?
Escalation rules
Quick Action
Apex trigger
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of
spam cases created.
What is the recommended option to prevent the creation of spam cases?
Web-to-Case with Einstein Case Classification
On-Demand Email-to-Case Threading
Web-to-Case with reCAPTCHA enabled
Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have
different support processes and fields.
Which feature should a consultant implement to meet the requirement?
Omni-Channel
Dynamic Forms
Record Types
Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires
quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?
Hybrid
Waterfall
Agile
The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in
for support.
What should a consultant recommend to help decrease customer wait times?
Create case escalation rules to route high-priority cases directly to supervisors for resolution.
Create reports to analyze call data in order to understand peak times and ensure adegquate staffing.
Set up analytical snapshots to capture key case information and create historical trending reports.
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product
release will require changes to dozens of articles. After revising the articles, CK wants to ensure that a prior article version stays associated with the closed
cases.
What is the recommended method to meet the requirements?
Use Smart Link to Article to select the prior version.
Select the *Flag as new version’ checkbox when publishing.
Add "updated” to the name of the new article.
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?
Knowledge base
Chat with an agent
Email-to-Case
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to
be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?
Plan, Prepare, Execute, Test, Validate
Prepare, Plan, Test, Validate, Execute
Plan, Prepare, Test, Execute, Validate
Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support
planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet
to implement any Einstein Al products.
Which approach should the consultant recommend to start Al efforts at CK?
Review and address Case data issues and set up Einstein Classification Apps.
Review and addrass Case data issues and set up Einstein Article Recommendations.
Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.
How should a consultant configure a report that shows the average number of days that Cases stay open?
Create a report snapshot of the number of open Cases each day.
Use the standard Case Age field on the report.
Create a formula field on Case to calculate the average age.
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child
relationships between cases.
What should a consultant recommend?
Migrate child cases first,
Migrate parent and child cases together.
Migrate parent cases first.
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.
Which solution should a consultant recommend?
Add the Knowledge component on the case Lightning record page.
Add the Knowledge object to alobal search objects.
Add the Knowledge related list to the case page layout.
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
Set up self-service Knowledge.
Set up escalation rules.
Set up assignment rules and case queues.
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product
managers should be more involved in the case management process. The support manager has created predefined case teams for each product and
trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?
Configure a Case list view filtered by My Case Teams.
Configure a Case related list on the Product page lavout.
Configure a Case list view filtered by My Cases.
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the
amount of time that cases have spent within each status during their lifecycle.
Which report type should the consultant recommend when creating a report?
Use the Cases with Milestones report type.
Use the Case Historical Trending report type.
Use the Case Lifecycle report type.
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?
Assigned Work
Agent Work
Agent Detail
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently
requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and
observes holidays.
How should a consultant meet this requirement?
Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours or on holidays.
Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business hours.
Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling
both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
Case team
Omni-Channel
Case assignment rules
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
Re-create them manually,
Use Salesforce Workbench,
Use a change set.
The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.
What should the consultant recommend?
Configure a self-service Knowledge Base.
Configure Skilis-Based Routing for service channels.
Create auto-response templates for Case emails.
Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key
performance indicators (KPIs) to measure the success of the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?
Average Handle Time
Reduced Call Volume
Total Open Cases
Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often
and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
Test
Enablement
Design
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for
its auditing and governance needs. CK also wants interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?
Implement Guidance for Success and Knowledge articles.
Implement Flow Orchestration with Work Guides.
Implement a third-party app from AppExchange.
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?
Actions
Milestones
Entitiements
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on
that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?
Incorporate the additional requirements to the project scope and continue with the original project schedule.
Document the gap in requirements and discuss the schedule and budget impact with the project team.
Prepare a change order to account for the additional requirements and communicate the new project schedule.
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact information
by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?
Experience Cloud with payment processing
Einstein Bots with check processing
Service Cloud Voice with Tele-pay
Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same
case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed?
Actions & Recommendations component
Activity analytics tab
Case History related list
Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a
step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to
complete.
What is a cost-effective method for agents to create these activities?
Leverage Einstein Case Wrap-Up.
Execute a macro.
Navigate a Screen Flow.
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online.
Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf.
What should a consultant recommend to meet the requirement?
A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy
A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
An organization-wide default of Public Read/\Write on the Case object
Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?
Tailoring the objects to expose specific customer data
Enhancing user profiles for customer services
Optimizing the user interface for improved usability
What is a common deflection technigue to reduce the number of interactions for a contact center?
Recommend articles during a call from a support agent.
Suggest articles for an Email-to-Case question.
Recommend articles prior to a Chat session.
Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to
engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history.
Which feature should the consultant recommend to meet the requirement?
Use Slack for Service for Case Swarming.
Use child Cases to interact with the partner.
Send Email Quick Action to loop in the stakeholders.
Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a
case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?
Terrtary Rule
Frivate
Read-Onky
Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that
customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?
Email-to-Case
Web-to-Case
AppExchange package
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also
uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?
Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
Gather organizational vision, map processes, plan metrics, and plan for user feedback.
Gather organizational vision, map processes, plan for user feedback, and define metrics.
Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of
which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?
On-Demand Email-to-Case
Email relay
Email-to-Case
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge
base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?
Change the HTML format first to support subfields.
Create an HTML file for each rich text area field.
Modify the import parameters to specify HTML encoding.
An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to
stay compliant with global data protection and privacy reqgulations.
Which solution should the consultant recommend to meet the requirement?
Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable.
Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
Search and remove all customer information, including records and in unindexed free-text fields, and refresh sandboxes to ensure no data retention.
Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from
case submission to case closure.
Which solution should a consultant recommend to meet these requirements?
Implement Lightning flow with time-based actions.
Enable and configure Omni-Channel routing.
Define entitlements and milestones.
Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app.
Which feature should a consultant recommend?
Einstzin Bots
Messaging
OmnisStudio
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response
times via the portal.
Which solution should a consultant recommend?
Service Contracts
Maintenance Plans
Milestones
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?
Omni-Channel with Capacity-Based Routing
Cmni-Channel with Queue-Basad Routing
Omni-Channel with Einstein Case Routing
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support
(KCS) methodology.
Which benefit can be expected?
Reduced issue resolution time
Reduced first contact resolution time
Reduced post-interaction time
The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?
Create a reporting snapshot,
Create a joined report,
Create a report using Grouping.
Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?
Entitlement processes, contract line items, milestones, and entitlements
Entitlement processes, milestones, milestone actions, and entitlements
Entitlement processes, contracts, contract line items, and entitlements
Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants Omni-Channel to route cases to agents who speak the
customer’s preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?
Configure Case Assignment rule and Omni-Channel Supervisor.
Configure Omni-Channel Skills-Based Routing.
Configure Omni-Channel Queue-Based Routing.
A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?
Original creation date and total number of article views in the last year
Last modified date and total number of article views in the last year
Last modified date and terms searched frequently in the last year
Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by
customers from the chat window.
What should a consultant recommend?
Download the PDFs from the chat.
Use File Preview in the chat.
Ask the customer to send the PDF via email.
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower-priority cases have different response
times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
Capacity Model
Secondary Routing Priority
Skills-Based Routing
A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey
through email. These steps take around 1 minute per case. With millions of cases
What is a recommended Service Cloud feature that improves the process?
Macros
Global Quick Action
Quick text
Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?
Email-to-Case
Slack Connect
Web-to-Case
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create
new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?
Create a Quick Action to map case fields to a new article.
Use a trigger to automatically create a new article.
Develop a globally-shared macro to create a new article.
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months
after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance indicators (KPIs) show a decrease;
however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?
Measurs cases with and without articles attached based on case status.
Measure cases with and without articles attached with high CSAT scores.
Measure cases with and without articles attached with high net promoter scores (NPS).
Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise
resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved.
Which approach should the consultant recommend to streamline the process?
Create a batch integration process that runs hourly to pull all order updates into Salesforce.
Use Salesforce Connect and External Objects to represent this information in Salesforce.
Create a dynamic action that launches the ERP system with a deep link to the order locator.
The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use
Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?
Einstzin Bots
Einstein Article Recommendations
Einstein Reply Recommendations
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK wants to allow asynchronous
conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support
offering.
What should a consultant recommend to provide these newer capabilities?
AppExchange package
Einstein Bots
Messaging for Web
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC
also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?
Use the Most Available routing model.
Use the agents' Presence Status.
Use Most Cases Closed report.
The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?
Set up the Case Deflection componant to share Knowledge articles.
Create an auto-response rule that links to Knowledge articles.
Create a Macro to send an email with Knowledge articles.
Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization-wide default
for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a
scalable solution.
Which strategy should a consultant recommend?
Create a dashboard using Reporting Snapshots.
Create a Dynamic Dashboard.
Create a dashboard for each support manager.
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
omni-Channel Supervisor
Chatter
Flow Orchestrator
Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save
agents time so they can work on more complex issues.
The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when
using chatbots.
What should a consultant do to address the risk?
Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.
Share information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.
Create a bot in the production org and use the information captured in Conversation Loags to confirm that no healthcare data was discussed.
