Salesforce Service Con 201.pdf
Q: 1
A manager would like information on which Knowledge articles are used most often by call center
agents.
Which report should a consultant use to identify the Knowledge articles that are used most often?
Options
Q: 2
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?
Options
Q: 3
Universal Containers implemented Case Management to support business-to-consumer (B2C)
customers. One custom field includes the customer's Personal Identifiable Information (PII) data.
When a case is submitted, an account manager requires Read-Only access and needs to view the
customer's PII data. A support engineer requires Read and Write access but no visibility into the
customer's PII data.
Which solution should a consultant recommend to meet the requirements?
Options
Q: 4
The support team at Cloud Kicks would like to implement a messaging tool to address common
customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?
Options
Q: 5
Universal Containers (UC) is implementing Service Cloud within its North America call center to
validate key use cases, system capabilities, and
integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release
schedule may impact the implementation project's
development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?
Options
Q: 6
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances
where customers have used abusive
language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
Options
Q: 7
Universal Containers has technical support and general customer service teams that use unique
Service Console applications.
Which configuration should a consultant use when deploying the console?
Options
Q: 8
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service
agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple
languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?
Options
Q: 9
A contact center manager wants to measure improvements to capacity planning operations after the
implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management
system?
Options
Q: 10
The support manager at Universal Containers wants to see monthly historical metrics for first-call
resolution by call center.
Which analytics solution should the consultant recommend?
Options
Question 1 of 10
