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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implementation Strategies | 12% | - Service Cloud Deployment
|
| Topic 2: Knowledge Management | 12% | - Salesforce Knowledge
|
| Topic 3: Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Topic 4: Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Topic 5: Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Topic 6: Case Management | 13% | - Case Lifecycle Administration
|
| Topic 7: Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Topic 8: Integrations | 10% | - External System Connectivity
|
| Topic 9: Entitlements and Service Levels | 3% | - Service Commitments
|
1. What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
A) Configure lightning guidedengagement.
B) Customize the pre-chat form.
C) Configure a chat validation rule.
D) Customize the lightning console that page.
2. Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP ofCustomer Service wants to use Service Cloud to track and ensure senior management isalerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
A) Case Escalation
B) Entitlements and Milestones
C) Case Assignment
D) Salesforce Console
3. The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost ofservice in the contact centers? Choose 2 answers.
A) Enable Ideas in a ServiceCloud portal.
B) Create auto response templates for emails.
C) Enable Knowledge in a Service Cloud portal.
D) Enable Chatter for agent collaboration.
4. Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
A) Remove date boundaries from filter criteria.
B) Remove formula fields from filter criteria.
C) Remove dashboards based on long-running reports.
D) Remove unnecessary columns from thereports.
5. Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
A) Enable Work Orders.
B) Configure Service Contracts.
C) Create an Entitlement Process.
D) Set up Milestones.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B,C | Question # 4 Answer: B | Question # 5 Answer: C,D |
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