Salesforce - Priscilla Hong

Question 1: 

How should a consultant configure a report that shows the average number of days that Cases stay open?

A.    Create a formula field on Case to calculate the average age.

B.    Create a report snapshot of the number of open Cases each day.

C.    Use the standard Case age field on the resort.

Correct Answer: A

Explanation: To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times.

Question 2:

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?

A.    Web-to-Case

B.    On-Demand Email-to-Case

C.    Email-to-Case

Correct Answer: A

Explanation: For handling up to 5,000 new cases per day with the capability for customers to attach files under 10 MB, Web-to-Case is the recommended feature. This allows customers to submit cases directly through a web form, including file attachments, efficiently scaling case creation capabilities while reducing the workload on support agents.

Question 3:

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs). Which feature should a consultant use to meet this request?

A.    Service Contracts

B.    Salesforce Survey

C.    Entitlement process

Correct Answer: C

Explanation: To hold service agents accountable for maintaining customer service-level agreements (SLAs), implementing an Entitlement Process is recommended. This feature allows for the definition and management of SLAs for each customer, providing a structured framework to monitor case handling against agreed service levels and ensuring agent accountability in meeting customer service commitments.

Question 4:

Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses. Which feature meets this requirement most effectively?

A.    Einstein Reply Recommendations

B.    Einstein Article Recommendations

C.    Einstein Case Wrap-Up

Correct Answer: A

Explanation: Einstein Reply Recommendations use AI to suggest responses to agents during messaging sessions, automating standard replies, and improving efficiency. This feature helps reduce the time spent by agents on crafting responses, thereby enhancing the quality of customer interactions with minimal configuration effort.

Question 5: 

Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved, and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.

What should a consultant recommend that CK do next?

A.    Allow agents to create and publish articles independently.

B.    Use the Search Activity Gaps dashboard component.

C.    Detach articles from cases to reset statistics.

Correct Answer: B

Explanation: To continue improving support KPIs after implementing Knowledge-Centered Support (KCS), utilizing the Search Activity Gaps dashboard component is recommended. This tool helps identify topics for which customers are searching but not finding satisfactory answers, guiding CK's efforts in creating new or updating existing articles to address these gaps and further enhance customer satisfaction and support efficiency.

Question 6: 

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?

A.    Einstein Bots

B.    Einstein Article Recommendations

C.    Einstein Reply Recommendations

Correct Answer: B

Explanation: To help agents locate relevant information more quickly and address the increase in case resolution times, the use of Einstein Article Recommendations is appropriate. This feature uses AI to suggest relevant Knowledge articles to agents based on the case context, enhancing efficiency and accuracy in resolving customer queries.

Question 7: 

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?

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

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

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

Correct Answer: A

Explanation: For Universal Containers to achieve standardized reporting across its worldwide contact centers, assembling a global team of experienced analysts to develop a standard report template is recommended. This approach ensures that the template reflects a comprehensive understanding of global KPIs, facilitating consistent performance measurement and comparison across all regions.

Question 8: 

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?

A.    Add "updated" to the name of the new article.

B.    Use Smart Link to Article to select the prior version.

C.    Select the Flag as new version checkbox when publishing.

Correct Answer: C

Explanation: To ensure that prior versions of Knowledge articles remain associated with closed cases after updates, selecting the "Flag as new version" checkbox when publishing the revised articles is recommended. This approach maintains the link between closed cases and the specific article versions referenced at the time, preserving the accuracy of historical case resolutions.

Question 9: 

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?

A.    Create a batch integration process that runs hourly to pull all order updates into Salesforce

B.    Create a dynamic action that launches the ERP system with a deep link to the order locator.

C.    Use Salesforce Connect and External Objects to represent this information in Salesforce.

Correct Answer: C

Explanation: To streamline the process for service agents seeking order updates from a separate ERP system, using Salesforce Connect to integrate External Objects is recommended. This approach allows real-time access to order information directly within Salesforce, eliminating the need to switch between applications and improving efficiency in handling customer requests.

Question 10: 

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers’ wait times and enable agents to handle more inquiries at a time.

Which feature should a consultant recommend?

A.    Case auto-response rule

B.    OmniStudio

C.    Salesforce Chat

Correct Answer: C

Explanation: To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency.