"Open CTI allows advanced Administrators and Developers to embed call controls in an

HTML area that can be placed within Salesforce to control the telephony system.
What are two common places to embed these call controls?
Choose 2 answers
A. On a new tab in the agent's browser
B. On the Highlights Panel of a Primary tab
C. On the left sidebar of Salesforce Classic
D. On the footer of the Lightning Console
" C,D
"What statement is true about the Salesforce Knowledge article lifecycle?
A. Approval processes CANNOT allow publishing of articles that have specific validation
statuses.
B. Knowledge uses public groups as a way to assign users to specific tasks related to
articles.
C. Articles CANNOT be published until they are reviewed and validated by a qualified
author.
D. Article permission sets allow agents to participate in the article publishing process
"D
"Universal Containers is considering a Knowledge-Centered Support (KCS)
implementation.3q3Which three benefits can be expected from KCS adoption?
Choose 3 answers
A. Optimized use of resources
B. Increased call deflection
C. Increased call routing accuracy
D. Reduced support channels
E. Reduced issue resolution time
" A,D,E
"Universal containers wants to measure the efficiency of its contact center. Which metric
should the contact center manager analyze? Choose 3 answers.
A) Number of closed cases with articles attached
B) Number of open cases per day
C) Number of new customers added
D) Average number of days to close cases
E) Number of cases escalated
" B,D,E
"Universal Containers allows Agents to work remotely using a company-provided laptop,
but does NOT control the quality of their internet service. Agents must be able to use
live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use
this functionality?
Choose 2 answers
A. Ensure each laptop has a modern browser installed.
B. Add additional components to the Lightning console.
C. Allow the user to log into Live Agent from multiple browsers.
D. Coach users on minimizing open console tabs
" A,D
"Business users have requested that the Salesforce Administrator allow agents to view
a list of cases in the console while agents work through their cases. This will allow
agents to identify urgent cases that need to be worked on.
How should this be accomplished?
A. Recommend opening the case list view in a separate browser tab and use the
window alongside the case view.
B. Build a custom Visualforce page with the list view and assign it to the console
sidebar.
C. Enable the list to be pinned in the console. ZZ Y8U^alongside the case view in the
console.
D. Configure the Case list under custom console components so users can view the list
view along with the case view.
"C
"A customer is planning a service cloud implementation. the customer's current
database has the following number of records: a) 10 million cases b) 1 million accounts
c) 3 million contacts When planning to migrate this data into salesforce, what
implications should be considered?
Choose 2 answers.
A) Results may be slow when searching for records.
B) Related lists on the case object may be slow to populate.
C) The salesforce org may be slow during the data migration.
D) Salesforce reporting speed may be affected.
" A,D ***** Need to check
"Universal Containers wants to deploy Live Agent as a new support channel, and wants
its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend?
Choose 2 answers
A. Activate quick text
B. Configure LiveMessage
C. Create quick actions
D. Deploy Pre-Chat For
" A,D
"Universal Containers (UC) wants customers to be notified by email when their issue is
resolved. The notification should contain a reference link in the form of their case
number. The customer shoudl be able to click the link and be redirected to the resolved
case in UC's Community.
Which three features must be configured to accomplish this?
Choose 3 answers
A. Email Alert
B. Email Template
C. Email Relay
D. Assignment Rule
E. Workflow Rule
" A,B,E
"The Support Manager at Universal Containers has determined that there are five
common case types that are always resolved during the first call. Additionally, the
Support Manager noticed that Support Agents are sending similar emails to the
customer for each case.
Which three solutions can a Consultant implement to minimize the time it takes a
Support Agent to create emails for these cases?
Choose 3 answers
A. Implement Macros
B. Enable the Support Setting for default email templates
C. Implement Email-To-Case
D. Enable the Support Process for default email templates
E. Implement Quick Text
" A,B,E
"Universal containers' customer service technicians need to access the following
information while at a customer site to complete the service call: a) Customer order
history b) Level of contracted support c) List of replaceable parts. What system can
salesforce integrate with to retrieve this information and make it available to technicians
in the field?
A) An enterprise resource planning system
B) A knowledge management system
C) A third-party mobile application platform
D) A workforce management system.
"A
"Universal Containers (UC) needs to invoke a process on an external system (NOT in
Salesforce) whenever cases are created or updated by contact center agents. UC does
NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
A. Scheduled batch Apex processing job
B. Visualforce page APEX SOAP async callout
C. Workflow-driven outbound messaging
D. RESTful services with GET,POST, or PUT
"C
"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. Set up Milestones
C. Configure Service Contracts
D. Create an Entitlement Process
" B,D
"The Service Manager at Universal Containers manages three teams. Each team
provides support for a specific product. Agents have concerns about seeing search
results for other products when searching the Knowledge Base. The Service Manager
originally provided the teams with full access to all articles.
Which solution will ensure each team sees only the relevant article type for their
product?
A. Create a permission set for each record type and assign them to each team based
on their product specialization.
B. Create a page layout for each article type and assign them to each team based on
their product specialization.
C. Create a data category for each product and assign them to each team based on
their product specialization.
D. Create an article action for each record type and assign them to each team based on
their product specialization
"C
"Universal Containers is using the Lightning Service Console for managing cases and
wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce?
Choose 3 answers
A. Enable Live Agent in their community to chat with an agent
B. Assign the correct Salesforce users to the Call Center
C. Assign the Salesforce CTI license to Salesforce users
D. Install an adapter from AppExchange to work with third-party CTI systems
E. Create a softphone layout and assign to user profiles.
" B,D,E
"Universal Containers would like to implement Omni Channel within Service Cloud for
their representatives.
What is the first step an Administrator is required to perform in order to configure Omni
Channel?
A. Enable Omni Channel by clicking Settings in Setup.
B. Assign Users to the Omni Channel Feature License.
C. Contact Salesforce to have Omni Channel enabled.
D. Assign Users to Omni Channel permissions.
"A
"Universal Containers wants to deploy the Service Cloud to its contact centers located
across North America, Europe, and Asia. The company would like standardized contact
center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
A. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one
worldwide process and reporting.
B. Assign a global team of experienced agents and leaders to create a common design
template and report structure.
C. Recommend that the VP of worldwide Support design a global template to provide a
clear vision and standardization.
D. Assign teams in each major contact center to design a solution unique to its needs
and have an analyst build a combined report.
"B
"Universal Containers is implementing a call center using CTI (computer-telephony
integration).
Which three items, at a minimum, must be implemented and deployed to ensure
success?
Choose 3 answers
A. Assign users to a Call Center.
B. Configure Call Center definition.
C. Configure IVR auto response.
D. Deploy Call Center Directory.
E. Install CTI Adapter using open CTI.
" A,B,E
"Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
A. Data Category to assign an Article Type to a Reviewer.
B. Approval Process that assigns an Article to a Reviewer Queue.
C. Validation Rules for Article Types to verify all fields during creation.
D. Knowledge Action to Publish an Article once the Article is approved.
" B,C
"A Service Consultant has been asked to design a solution for Service Reps to
communicate with customers via Twitter.
What should the Consultant recommend implementing in the Lightning Service
Console?
A. A Twitter Macro
B. The Case Feed
C. A Custom Component
D. The Social Feed
"B
"Which three processes are a use case for visual workflow? Choose 3 answers.
A) Cross-sell promotions for representatives.
B) Fields validation during case creation.
C) Caller verification and creation of a new case.
D) Decision- based troubleshooting for representatives
E) Assignment of email to a case queue based on subject.
" A,C,D
"Universal Containers is looking to reduce the volume of calls into their Product Support
Contact Center.
Which three features should a Consultant recommend?
Choose 3 answers
A. Chatter Questions
B. Macros
C. Field Service
D. Public Knowledge
E. Communities
" A,D,E
"Universal containers is implementing salesforce knowledge and immediately wants to
begin building a repository of frequently asked questions(FAQ) encountered by contact
center agents. How can this be accomplished?
A) Create FAQ article type & enable submit articles feature on case close page layout
B) Create FAQ article type & config suggested articles option in support settings
C) Enable ideas for contact center agents & have them submit FAQ articles at the ti
D) Define a data category called FAQ & assign category visibility to users in the c
"A
"Universal Containers has Tech Support and general Customer Service teams that use
unique Service Console applications.
Which two configurations should a Consultant use when deploying the console?
Choose 2 answers
A. Assign users a permission with access to the service console app.
B. Assign users to a public group with access to the service console app.
C. Assign users a sharing rule with access to the service console app.
D. Assign users a profile with access to the service console app.
" A,D
"An Inside Sales Contact Center Manager would like to assess the ROI of the Contact
Center.
Which three metrics should the Manager use to assess the ROI?
Choose 3 answers
A. Number of leads created
B. Opportunities per channel
C. Cost per call
D. Average queue time per agent
E. Number of sales queues
" A,B,C
"Universal Containers wants to import articles from a previous database into their new
Salesforce Knowledge implementation. Many of their "How To" articles have images
that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
A. Ensure that each image does NOT exceed the maximum of 25 MB.
B. Upload the images into Salesforce prior to importing the articles.
C. Include images in an .html file using the image tag and src attribute.
D. Convert all images to .jpeg, as this is the only supported file type.
"C
"Which configuration item must be created when implementing Lightning Knowledge?
A. Article Types
B. Attachment Types
C. Record Types
D. File Types
"C
"Universal Containers' Contact Center wants to increase its profit margins by promoting
call deflection within Service Cloud.
Which two solutions should a Consultant recommend?
Choose 2 answers
A. Automatic Call Distribution
B. Service Cloud Console
C. Customer Community
D. Knowledge Base
" C,D
"Universal Containers needs to improve Customer Satisfaction, Average Handle Time,
and First Call Resolution KPI scores across their Customer Service, Technical Support,
and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores?
Choose 2 answers
A. Service Console Profile Assignments
B. Service Console Knowledge Components
C. Data Categories and Article Actions
D. Data Categories and Article Types
" B,D
"Universal Containers' contact center has experienced an increased number of
customer questions due to a growing product portfolio.
Which two solutions should a consultant recommend to minimize the need to hire more
agents?
A. Web-to-Case
B. Live Agent
C. Chatter Questions
D. Community
" C,D
"Universal Containers would like to reduce the clicks a Customer Support Agent uses
when working on a case. This includes the time it takes to create, resolve, and close the
case.
Which three Salesforce productivity features should be used to accomplish this
requirement?
A. Macros
B. Chatter
C. Quick Text
D. Omni-Channel
E. Publisher Actions
" A,C,E
"Universal Containers has recently set up an email-to-case channel for customers to
submit cases. However, they are having trouble tracking and relating email responses
to the related Salesforce case.
What should a Consultant recommend to address this issue?
A. Convert to an On-Demand Email-to-Case setup.
B. Insert a reference Thread ID in the email subject template.
C. Use Omni-Channel to automatically route inbound email.
D. Assign a user to manually manage incoming email.
"B
"Universal Containers is looking to provide a more consistent service experience to their
customers and is evaluating the Service Cloud macro feature.
Which three features must be configured before Universal Containers can deploy
macros?
A. Object-Specific Quick Actions
B. Feed-based page layouts
C. Service Cloud Snap-Ins
D. Service Cloud Console
E. Lightning Components
" A,B,D
"A global company requires public documents to be translated into multiple languages.
Which implementation should the Consultant recommend?
A. Lightning Knowledge
B. Salesforce Content
C. Salesforce Files
D. Classic Knowledge
"D
"The contact center manager at universal containers is concerned that the first call
resolution rate for their team is too low and would like to see improvement in this metric.
What should a consultant recommend to improve this metric?
A) Private branch exchange
B) Workforce management
C) Interactive voice response
D) Skills-based routing
"D
"When Support Agents are working on a case, the Support Manager at Universal
Containers wants the agents to see the case number, case subject, and case
description in the case highlights panel.
How can a Consultant implement this functionality with configuration?
A. Add these fields to the page layout and add the components to the highlights panel.
B. Remove these fields from the page layout and add the components to the highlights
panel.
C. Remove these fields from the page layout and add the fields to the highlights panel.
D. Add the fields to the page layout and add the fields to the highlights panel.
"D
"What method can be used to route cases from social channels?
A. Enable Social Network Profile and add workflow rules to the contact object.
B. Enable Social Network Profile and add assignment rules to the case object.
C. Enable Social Customer Service and add assignment rules to the case object.
D. Use Twitter-to-case and add workflow rules to the case object.
"C
"The Universal Containers Contact Center has Customer Support Agents who speak
Spanish and wants all cases where Spanish is the preferred language to be handled by
these agents in real time. Universal Containers allows customers to contact agents
through phone and chat.
Which solution should be implemented to support this?
A. Visual Workflow
B. Case Assignment Rules
C. Case Auto-Response Rules
D. Omni-Channel
"D
"Universal Containers' customers are encouraged to submit web cases when they find
errors or omissions in product documentation. The information is captured on a case
with the 'Errata' record type. The Technical Writing Manager would like to send an email
to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
A. Create an Apex trigger that sends an email message to th+B44e case contact when
a case with th Errata record type is created.
B. Create an auto-response rule that sends an email message to the case contact when
a case with the "rrata record type is created.
C. Create an assignment rule that sends an email to the case contact when a case with
Errata record type is created.
D. Create a workflow rule and email alert action that sends an email to the case contact
when a case with th "Errata record type is created.
"B
"Universal Containers' support management team has noticed an increase in wait times
over the last several months when customers call in for support.
Which two recommendations should a Consultant suggest to help decrease customer
wait times?
Choose 2 answers
A. Set up a Salesforce Customer Community that will allow customers to create cases
online.
B. Create case escalation rules to route high-priority cases directly to supervisors for
resolution.
C. Create reports to analyze call data in order to understand peak times and ensure
adequate staffing.
D. Set up analytical snapshots to capture key case information and create historical
trending reports.
" A,C
"A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happen?
Choose 2 answers
A. The Customer doesn't know they were transferred.
B. The Chat Transcript and Case are transferred.
C. The Customer is shown the new Rep's Name.
D. Both Service Reps can chat with the Customer.
" B,C
"Customer support agents want the ability to view customer-related information along
with case information on all cases except product-related cases. For product-related
cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
A. Configure both customer information and product-related information under console
components in the case page layout. Hide the product-related information if the cases
are NOT product related.
B. Create separate record types and page layouts for product-related and other cases
and configure console components to show customer-or product-related information.
Assign record type based on case type.
C. Configure two consoles for agent: one for product-related cases and one for other
cases. Allow agents to choose the console based on case type.
D. Train users to scroll through the case page layout to look for product-related
information or customer-related information based on case type.
"B
"A Service Manager has recently implemented Salesforce Knowledge.
Which three metrics should the Manager use to measure the success of the
implementation?
Choose 3 answers
A. Number of content packs attached to cases.
B. Number of successful keyword searched.
C. Number of Chatter files attached to cases.
D. Number of articles associated to cases.
E. Number of published article views.
" B,D,E
"Universal Containers provides Customer Support for two separate business operations.
The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this?
Choose 3 answers
A. Omni-Channel
B. Record Types
C. Support Processes
D. Article Types
E. Page Layouts
" B,C,E
"What is a benefit of deploying knowledge in a high-volume service cloud portal?
Choose 2
A. Reduce incoming call volume.
B. Uncovers gaps in the knowledge base.
C. Eliminates tracking of customer entitlements.
D. Replaces the need for an email channel.
" A,B
"Universal Containers' Call Center Agents have limited visibility to customer support
levels, resulting in inconsistent response times and lengthened resolution times.
Which two recommendations should a Consultant recommend to improve the agent
experience and reduce response and resolution times?
Choose 2 answers
A. Create a Report of all active Entitlements grouped by Customers.
B. Add the Entitlements related list to the Account Page Layout.
C. Configure Success, Warning and Violation Actions for Milestones.
D. Configure Assignment Rules based on Case Priority.
" B,D
"The support manager at Universal Containers has noticed an increase in average case
age, which is negatively impacting customer satisfaction. To research the situation, the
support manager wants to know the amount of time that cases have spent within each
status during their lifecycle.
Which reporting solution should a Consultant recommend?
A. Create a report using the Case Age report type.
B. Create a report using the Case Lifecycle report type.
C. Create a report using the Case Snapshot report type.
D. Create a report using the Case Historical Trending report type.
"B
"In order to satisfy the internal Enterprise Security requirements, Universal Containers
would like to conduct a Disaster Recovery and Business Continuity exercise with
Salesforce. This would involve taking the production copy and making sure agents can
work from the production copy until production is restored. The results of the exercise
are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
A. Use a Developer Pro sandbox for the DR exercise.
B. Use a Full copy sandbox for the DR exercise.
C. Use a Partial sandbox for the DR exercise.
D. Allow the exercise to be done in a Production instance.
"B
"Universal containers requires that users have the ability to view specific cases, as
determined by the product type field on the case . An email should be sent to the users
when a case to which they have access is created or closed. What should a consultant
recommend to meet these requirements? Choose 2 answers.
A) Case teams
B) Workflow rules
C) Auto-response rules
D) Escalation rules
" A,B
"Universal Containers' customer support management wants to provide proactive
communications to customers who are likely to provide low customer satisfaction
(CSAT) scores.
Which two customer-related metrics should the customer support management
analyze?
Choose 2 answers
A. New cases opened by account channel.
B. Escalated cases by account month-to-date.
C. High-priority cases opened by account month-to-date.
D. Time spent by account year-to-date.
" B,C ******
"Support engineers need to see a complete chronological list of field edits to a case,
associated emails, case comments, and field edits to related objects in a single view
while working on a case. How should this requirement be met?
A) Create a custom related list on the case.
B) Create a custom report.
C) Create a custom visualforce page.
D) Create a custom view on the case tab.
"C
"Universal containers wants to implement knowledge to assist agents with the resolution
of cases. What should a consultant recommend to meet this requirement? Choose 3
answers.
A) Enable article submission during case close.
B) Enable agents to create their own personal articles.
C) Enable suggested articles on new cases.
D) Enable article customization for open cases.
E) Create an email template to send articles as pdf attachments.
" A,C,E
"Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
A. Utilize KCS to manage Knowledge.
B. Add Live Agent to public-facing sites.
C. Create a Customer Community.
D. Implement SOS for mobile experience.
E. Configure Chatter for public access.
" A,B,D
"Universal Containers has created a new partner on-boarding process that requires an
agent to create ten open activities that correlate to a step of the on-boarding
experience. Creating activities is labor-intensive and can take up to 20 minutes each to
complete.
What is the most cost-effective solution to create these activities.
A. Assign a single agent to create the activities on an all new onboarding cases.
B. Provide a macro that will automatically create the activities when executed.
C. Add an object-specific custom quick action to create new activities.
D. Hire a certified developer to write an apex trigger that creates each new activity.
"B
"To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact
center director wants to provide article with various publishing capabilities. What
configuration should be recommended to meet this objective?
A) Assign managers to public groups & specific article actions to each group
B) Assign managers to publication teams & specific article actions to each team
C) Assign managers to public groups & specific publication states to each group
D) Assign managers to publication teams & specific publication states to each team
"A
"A Contact Center Manager is implementing a new customer care program and wants to
specifically measure customer loyalty.
Which measure can satisfy this requirement.
A. Customer Satisfaction.
B. Net Promoter Score.
C. Service-Level Measure.
D. Customer Engagement Score.
"B
"Universal Containers has scheduled a major upgrade to their Customer Community
next month. The community is expected to be unavailable for approximately 8 hours.
The executive team is concerned about how the upgrade and associated outage will
impact customers.
Which three measures should the Consultant recommend to ensure transparency
during the upgrade process?
Choose 3 answers.
A. Send routine status updates to customers via Chatter during the upgrade.
B. Notify customers once the upgrade is completed and full services are restored.
C. Replace the default outage page with a custom page containing upgrade information.
D. Communicate information about the upgrade to customers in advance.
E. Publish ongoing updates to the community knowledge base with details about the
upgrade.
" B,C,D
"The Service Manager at Universal Containers is concerned that users will NOT be able
to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
A. Configure Macros
B. Console Keyboard Shortcuts
C. Collapsible Sidebar Components
D. Multiple Monitors Components
"A
"Support agents need to verify that customers are eligible to receive support before they
can update the case. What object is used to verify that a customer is entitled to receive
support? Choose 2 answers.
A) Case history
B) Products
C) Service contracts
D) Contacts
" C,D
"A company sells two products, each with its own maintenance schedule.
Which feature should a Consultant recommend implementing to meet this requirement?
A. An AppExchange solution
B. Lightning Service Console
C. Field Service Lightning
D. Customer Community
"C
"When adding a report chart to a Console Component , which three of the following
should a Consultant consider?
Choose 3 answers
A. The report is shared with a Chatter Group.
B. The report is a Summary or Matrix report.
C. The report chart is added to the Page Layout.
D. The report has a standard Report Type.
E. The report contains a chart.
" B,C,E
"Universal Containers is trying to reduce the amount of time support agents spend
creating cases. The new method for case creation must allow for 4000-5000 new cases
a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
A. Standard Email-to-Case
B. Web-to-Case forms
C. Omni-Channel routing
D. On-Demand Email-to-Case
"D
"Universal containers has determined that case list views are slow to load because of
the large number of cases in the system. Which action will improve the performance of
the list views? Choose 2 answers.
A) Remove filter criteria from the views.
B) Reduce the number of fields displayed.
C) Filter the views by case owner
D) Restrict visibility of the views.
" B,C
"Universal Containers is bringing a new division under their existing Customer Service
Contact Center. This will involve servicing several thousand new customers.
Which method should a Consultant recommend for importing this data into Universal
Containers' Service Cloud instance?
A. Bulk Data Transfer API.
B. Cloud-to-Cloud Integration Toolkit.
C. Data Integration via SOAP API.
D. Java Language Specific Toolkit.
"A
"Universal Containers (UC) has hired a consulting firm to implement its new Service
Cloud platform and requires quick iterations and a speedy project completion. UC has
requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
A. Force.com IDE
B. Kanban
C. Agile
D. Waterfall
"C

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The
analysis phase of the project has just been completed. Additional requirements were discovered that
will result in the project exceeding timeline and budget constraints. What is the first step the consultant
should take to address the issue?
A. Adjust the dates in the project plan to account for the additional requirements and
communicate the new timeline.

B. Add development resources to the project team to build out the additional requirements. C.
Adjust the project scope to accommodate new requirements and continue with the original
project schedule

D. Document the requirements gap and communicate development options to the project team

D
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The
source articles are in HTML and contain several images. All of the articles are FAQs. Before importing the
articles into Knowledge, which step should a consultant perform? (Choose 3)
A. Create the data categories and set up the data category values.
B. Set up a zip file that contains the CSV, HTML, and image files.
C. Create the custom fields and layouts for the FAQ article type
D. Set up the article actions and assign publishers to each action
E. Set the publication status of the article to draft status

ABC

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex
issue for a customer. What is the recommended solution to increase the involvement of SMEs and track
the case to completion in Chatter?
A. Follow the SMEs to receive automatic updates when they add case comments
B. Bookmark all the comments related to the issue from SMEs
C. Use hashtag (#) to track the customer case and SMEs comments
D. @mention the SMEs on the case Chatter feed and follow the case

A contact center manager is looking for ways to overall cost per case. What Salesforce metrics should
the contact center manager evaluate? (Choose 2)
A. Average number of activities per case
B. Average number of articles attached to a case
C. Total number of cases by origin
D. Average customer satisfaction score by case

AC

A contact center manager needs to restrict who can create an FAQ Article Type within Knowledge. What
should a consultant recommend to accomplish this requirement? Choose 2 answers.
A. Set the organization–wide default to private and create sharing rules for the FAQ article type.
B. Enable the Manage Articles permission for the publisher profile and assign it to users.
C. Hide the Article Management tab for users who should have read–only access to articles.
D. Create a publisher profile that includes create access on the FAQ article type.
BD

A contact center manager wants to measure the impact of a new customer care program. What can be
used to measure an increase in customer satisfaction? Choose 2 answers.
A. Service level agreement
B. First call resolution
C. Average handle time
D. Customer satisfaction survey

BD

A customer analyzed its historical cases and found that over 50% of cases were created by users who
forgot their password. Which action will reduce the amount of time that agents spend resolving these
cases?
 A. Create an Apex trigger to reset the user's password if the case description contains the word
forgotten.
B. Create a rule to increase case priority for cases involving a forgotten password.
C. Create a case assignment rule to assign all cases to a dedicated agent who resets passwords
D. Create an auto–response rule and email template with details on how userscan reset their
passwords.
D

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case
to capture the issue, but later realized the caller is not eligible for support. What solution should a
consultant recommend to prevent the scenario from happening in the future?

A. Add the entitlements related list to contact records

B. Add the entitlement contacts related list to account records
C. Add the assets related list to contact records
D. Add the service contract related list to contact records
A
A customer has a detailed question about product functionality. The customer would like access to
expert customer subject–matter experts, and real–time access to company IT support experts. Which
features will best help the customer? Choose 2 answers.
a. Mass email
b. Communities
c. Public groups
d. Salesforce Chat
BD
A customer has recently implemented an on–premise telephony system that is common in the industry.
This customer purchased Salesforce licenses and is planning to integrate these two systems. What
option should a consultant recommend?
A. Implement an on demand telephony solution provided by a vendor.
B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
C. Create an API integration between Salesforce and the telephony system.
D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
B
A customer utilizes a high–volume Service Cloud portal for its Web customer support and is interested in
deploying a chat solution. What should be the first step in configuration and customization?
A. Create user profiles or permission sets
B. Enable Chatter Messenger for the organization
C. Enable Live Agent for the organization
D. Create an iframe to display the chat window
C
A Knowledge administrator has created an article for a promotion that starts at the beginning of the
following month. How would the administrator ensure the article is available on the first of the month?
A. Create a task related to the article with a reminder set for the article start date.
B. Create a workflow rule to update the article status to Published on the article start date
C. Set the article publish date to automatically display the article on the start date.
D. Send an email reminder to update the article status to Published on the start date.
C
A new customer to Salesforce is considering implementing a customer portal. The customer has millions
of users and plans to evaluate a high–volume customer portal. What is a key consideration when
configuring a customer portal?
A. Users cannot own records
B. Users can download and view content
C. Users are not associated with a role in the hierarchy
D. Users can be part of a case team
C
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend
approximately the same time to resolve cases. However, Agent A has a much shorter average time to
resolve cases and Agents B and C have a much longer average time to resolve cases. How can the
supervisor use this data to drive greater consistency in average time spent by agents across the team?
Choose 3 answers:
A. Document and share the practices of Agent A with the team via knowledge articles
B. Lower the target for entire team to that of Agent A
C. Review case history and activities for Agents B and C
D. Build a dashboard to display individual performance by agent versus the team goal
E. Update case assignment rules to route more cases to Agent A
ACD
A support agent has a detailed question about product functionality. The agent needs to access a real–
time response from internal subject matter experts. Which feature will help the support agent send this
question to the right group of people?
A. Mass Email
B. Chatter Groups
C. Public Groups
D. Escalation Rules
D
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the
help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager
use to determine the quality of the articles? (Choose 2)
A. Report on the articles attached in cases.
B. Report on articles followed in Chatter.
C. Report on agent ratings on articles
D. Report on agent feedback on articles
AC
All of the following objects may have a queue EXCEPT:
A. Accounts
B. Cases
C. Leads
D. Custom Objects
A
An outsourced contact center is losing part–time agents to a nearby contact center that promotes
flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
A. Mix telephony interactions with email and chat
B. Extend benefits to part–time agents
C. Provide additional training on tools and process
D. Allow shift trading between agents
BD
At Universal Containers, a support agent dedicated to one customer regularly handles complex
integration–related cases. In these cases, the agent collaborates with Universal Containers product
development team and the client's system integration. What would the consultant recommend to
expedite the handling of these cases?
A. Build a repository of Knowledge articles related to integration and share it with the customer.
B. Enable Chatter case feed and add product development team members to the case team.
C. Create a related child case and assign the child case to the product development team.
D. Create a private Chatter group with customers and invite key individuals to join the group.
D
Auto Response rules work on which objects?
A. Leads and Cases
B. Leads and accounts
C. Accounts and Opportunity
D. Accounts and Cases
A
Case escalation rules triggered on the last modification will be reset each time a user does which of the
following actions?
A. Reads the case
B. Adds a related comment to the case
C. Adds an activity or sends an email from the case record
D. Edits the case
E. All the above
D
Customers can contact Universal Appliances to report problems with their appliances within 30 days of
delivery. Support agents need quick–view–only access to an external database the stores over 100,000
known product bugs logged by the product engineers. Which solution should a consultant design to
meet this requirement? (Choose 2)
A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
B. Use Web Services API to integrate the external database with Salesforce
C. Create a custom product bug object and import data into Salesforce
D. Use Bulk API to load the product bug data into Salesforce
AB
Ensure the contracted service level requirements for its clients are being met. What should be
configured?
A. Entitlement processes, contract line items, milestones, entitlements
B. Entitlement processes, contract line items and Entitlements
C. Entitlement processes, contract line items, milestones, milestone actions
D. Entitlement processes, milestones, milestone actions, and entitlements
D
For which purpose should a contact center use Visual Flow?
A. To assign follow–up tasks to an agent one week after a case is closed.
B. To automatically assign cases to a specific queue based on the customer support level
C. To escalate to the support manager if it has been open for more than 72 hours
D. To automate business processes for agents who troubleshoot customer support issues via
phone
D
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
A. They are members of that Queue
 B. They have a Contact Manager Profile
C. If the OWD for sharing cases is Public Read/Write/Transfer
D. They are higher in the Role Hierarchy than a Queue Member
E. All of the above
ACD
If you delete a case, which two also get deleted? (Choose two answers)
A. Account
B. Solution
C. Event
D. Attachments
CD
In the telesales contact center, Universal Containers has three–step and five–step order process,
contingent on the type of product sold. Which approach should be used to optimize the order process?
Choose 2 answers
A. Use Visualforce to create a wizard for each process
B. Organize the fields on the page layout to match each process
C. Use Visual Workflow to streamline the process
D. Create a custom object for each step in the process
BC
Support agents need to verify that customers are eligible to receive support before they can update the
case. What object is used to verify that a customer is entitled to receive support? Choose 2 answers
A. Case history
B. Products
C. Service contracts
D. Contacts
CD
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case
comments, and field edit to related objects in a single view while working on a case. How should the
requirement be met?
A. Create a custom report
B. Create a custom related list on the case
C. Create a custom view on the Case tab
D. Create a custom Visualforce page
B
The cost of service for Universal Containers' contact centers has steadily increased. What solution
should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2
answers.
A. Enable Chatter for agent collaboration.
B. Create auto response templates for emails.
C. Enable Knowledge in a Service Cloud portal.
D. Enable Ideas in a Service Cloud portal.
BC
The manager of a large credit card contact center needs to understand how many customers call daily to
check their balance without speaking with an agent. Which system would be used to generate the
report?
a. Automatic Call Distributor
b. Private Branch Exchange
c. Interactive Voice Response
 d. Time and Attendance
C
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance
testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
A. Verification of the production migration checklist
B. Approval of test scripts from the business lead
C. Verification that sample data has been loaded
D. Fund customer approval on training materials
BC
The Universal Containers contact center offers support via email, the Internet, and a Community. The
contact center manager wants to demonstrate the success of recent self–service initiatives to executive
management. What report should the contact center manager present to executive management?
Choose 2 answers
A. Average call handle time by team
B. Number of cases created using portal
C. Number of cases closed by a self–service user
D. Number of IVR inquiries without agent involvement
BC
The Universal Containers customer support organization has implemented Knowledge Centered Support
(KCS) in the call center. However, the call center management thinks that agents are not contributing
new knowledge articles as often as they should. What should the company do to address this situation?
Choose 2 answers
A. Require agents to check a box on the case when submitting a new suggested article
B. Measure and reward agents based on the number of new articles approved for publication
C. Create a dashboard that includes articles submitted by agents and approved for publication
D. Measure and reward agents based on the number of new articles submitted for approval
CD
The Universal Containers support center management team would like to leverage Salesforce
functionality to improve collaboration on cases. What should a consultant recommend to meet this
requirement? (Choose 2)
A. Create escalation rules to re–assign cases after SLAs have expired.
B. Enable the Service Cloud Console and Knowledge sidebar for agents.
C. Create case teams and introduce swarming to resolve cases.
D. Enable and use Chatter feed tracking on the case object.
CD
The vice president (VP) of customer support for Universal Containers has issued a mission statement
that We will empower our customers to interact with us in the way of their choosing". Universal
Containers has recently deployed a new toll free interactive voice response (IVR) system and Knowledge
base. The VP has asked management team to make additional system enhancements to fulfil the
mission statement. What should the consultant recommend to achieve the mission statement? Choose
3 answers
a) Enable customers to be emailed FAQs by accessing the interactive voice response 24 per day.
b) Enforce that customers must search the knowledge base before they can see the contact us
page
c) Create a central "contact us" page which provides access to the available channels.
d) Optimize the customer community for mobile devices to have access to same support as
desktops.
 e) Replace the existing "Chat Now" button on the customer community with toll free phone
number"
BCD
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director
wants to provide article with various publishing capabilities. What configuration should be
recommended to meet this objective?
A. Assign article managers to public groups and specific article actions to each group.
B. Assign article managers to publication teams and specific article actions to each team.
C. Assign article managers to public groups and specific publication states to each group.
D. Assign article managers to publication teams and specific publication states to each team.
A
Universal Containers is designing a contact center that will store 20 million cases. Of those, 5 million will
need to be accessed for reporting and search. Which approach will ensure best system performance?
Choose 3 answers:
A. Custom indexes
B. Tiered data strategy
C. Record types
D. Divisions
E. Custom search
ABD
Universal Banking has customer support operations in both Canada and the United States. Compliance
regulations are listed below.– Agent users in Canada can only view articles pertaining to Canadian
products – Agent users in the US can only view articles pertaining to US–based products. How should
article visibility be configured to enforce the compliance rules?
A. Create geography–based roles to restrict access using data categories
B. Create geography–based profiles to restrict access by mapping article types
C. Create geography–based profiles to restrict access using data categories
D. Create geography–based roles to restrict access by mapping article types
A
Universal Banking needs to provide a public knowledge base on its website. The company has three
product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address
common questions about each product area. How should Knowledge be configured? Choose 2 answers.
a. Create three article types for each product area (Personal Banking, Mortgage, CD).
b. Create three data categories for each product area (Personal Banking, Mortgage, CD).
c. Create two data categories to display information (Question/Answer, Product Info).
d. Create two article types to display information (Question/Answer, Product Info).
BD
Universal Containers' agents often need to access the same cases, contacts and orders multiple times
per day. What should a consultant recommend to meet this requirement?
a. Enable the History" component within the Salesforce Console for Service
b. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service
c. Enable the "Access Recent Items" user permission on the user profiles.
d. Create a customer list view for cases, contacts, and orders and pin them to the side bar."
A
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer
satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first–
call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.
a. Reduce the cost per call
 b. Train support agents
c. Align agent performance goals with KPIs
d. Hire additional support agents
BC
Universal Containers assigns its contact center agents to certain interaction channels and would like to
optimize the agents' desktop based on their assigned interaction channels. What is the best solution?
A. Create multiple agent console applications and configure the Iayout based on the user's
requirements.
B. Create multiple Salesforce Console for Service applications and configure them based on
user's requirements.
C. Create case page layouts for each interaction channel and assign them to different agent
profiles.
D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the
components they need.
C

Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service
metric should the CFO monitor to reach the budget goals? (Choose 2)
A. First call resolution
B. Average handle time
C. Upsell percentage
D. Customer retention
AB
Universal Containers contact center management wants to enhance its Service Cloud implementation
and deploy a solution to better assist its service agents and customers In troubleshooting and resolving
Issues. The contact center management has the following requirements:– Provide content
categorization for easier navigation, searching, and visibility.– Shorten agents' issue resolution time by
suggesting relevant content.– Establish 5 publication lifecycle process based on industry leading
practices.–Ensure the solution is tightly integrated with Salesforce Console for Service and Live Agent.
What Salesforce solution should a consultant recommend?
A. Content
B. Chatter
C. Solutions
D. Knowledge
D
Universal Containers' contact center manager needs to measure the following metrics:– Agent
productivity– Customer satisfaction Which report should a consultant recommend? (Choose 2)
A. Average handle time
B. First contact resolution
C. Average speed to answer
D. Escalation rate
AB
Universal Containers customer support management wants to provide proactive communications are
likely to provide low customer satisfaction (CSAT) scores. What customer–related metric should the
customer support management analyze? Choose 2 answers
A. Time spent by account year–to–date
B. New cases opened by account channel
C. Escalated cases by amount month–to–date
 D. High–priority cases opened by account month–to–date
C D ****
Universal Containers designed a solution in a sandbox environment. In order to deploy the solution,
several new custom objects, page layouts, workflow rules, and reports must be migrated from the
sandbox to the production environment. How should this be accomplished?
a. Migrate using change sets.
b. Manually re–create the configuration.
c. Migrate using the data loader.
d. Migrate by clicking the Refresh Production button.
A
Universal Containers has a contact center that provides support for five different product lines.
Universal Containers needs to allow agents to share files, ask and answer questions, and share best
practices specific to each product line. What is the best method to meet this requirement?
a. Set up an internal Ideas site for each product line.
b. Set up a Chatter group for each product line.
c. Set up Case queues for each product line.
d. Set up Document folders for each product line.
B
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently,
the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this service?
A. On–Demand email–to–case
B. Connect for Outlook
C. Email–to–Case
D. Web–to–Case
C
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take
ownership of and respond incoming cases within two hours of case creation. Which solution would help
Universal Containers meet SLA?
A. Use case auto–response rules to send an email to support managers with case creation.
B. Assign cases to queues and use escalation rules to escalate cases that have NOT been
accepted by an agent within one hour
C. Create a rule to send an email to support managers when a case is created and assigned to a
queue.
D. Create a rule to assign a task to all members of a queue if a case has NOT been accepted by
an agent within one hour.
B
Universal Containers has a telemarketing call center with agents who could call prospects and follow up
on prospects that have been routed to them. Which metric should Universal Containers consider when
designing the call center? Choose 2 answers
A. Average number of attempts to contact
B. Number of outbound calls per day
C. Number of cases closed by agent
D. Average case age by agent
AB
Universal Containers has a three–tiered contact center. Cases are routed to Tier 1 or Tier 2 based on
severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1
and Tier 2. How can Universal Containers measure case escalation?
 A. Create an approval process to ensure only the appropriate cases get escalated.
B. Create a case report to show all cases across tiers filtered by an escalation flag.
C. Create a custom trigger to generate history when cases get escalated between tiers.
D. Create a case report to show the number of cases for each tier and sort them by case owner.
B
Universal Containers has activated Email–to–Case functionality to allow customers to correspond with
support agents via email. Which options are available with Email–to–Case? (Choose 3)
A. Only one inbound email address can be used for Email–to–Case
B. Follow–up emails and attachments related to a case are attached to the case
C. Assignment, escalation, and workflow rules are processed on inbound emails
D. Follow–up emails related to a case will update the case comments
E. Supports emails larger than 25 MB
BCE
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud.
The company would like to automatically create a field service dispatch record and assign it to a queue
when specific case criteria are selected by an agent working the case. Which solution will create and
route the field service dispatch record when the case is saved?
A. Use a workflow rule with an action
B. Use a validation rule
C. Use a case assignment rule
D. Use an Apex trigger
D
Universal Containers has completed development and testing of its Service Cloud implementation and
plans to migrate functionality from the sandbox environment to the production environment. Which
tools should be used for migration functionality?
A. Data loader, change sets, and Force.com Excel Connector
B. Visual Workflow, data loader, and Force.com IDE
C. Force.com migration tool, Force.com IDE, and change sets
D. Mass transfer records, change sets, and Force.co migration tool
C
Universal Containers has discovered that the average time an agent takes to resolve a case has
increased. What should a consultant recommend to help reverse this trend? (Choose 2)
A. Track social sentiment across social media outlets
B. Hire more agents for the contact centers
C. Configure entitlements and milestones to enforce SLAs.
D. Improve the training provided to existing agents
CD
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance
requirements indicate each division should have access to its own articles when performing a search.
What solution should a consultant recommend to meet this requirement?
A. Create a sharing rule for each division to provide access based on criteria of the article
B. Create a sharing rule for each division to provide access using the role hierarchy
C. Create a single data category group for each division and provide access using the role
hierarchy
D. Create separate data category groups for each division and assign the category to a division
profile
C
Universal Containers has implemented a public knowledge base using Salesforce Knowledge and the
Service Manager must approve the articles before publication. Articles have a custom Status" picklist
and an approval process has been defined such that articles may enter when their status is set to
"Awaiting Approval." The Service Manager would like to automate submission for Approval based on the
status value. What should a consultant recommend to ensure that articles are immediately submitted
for approval?
a. Create a workflow rule for articles with a status changed to "Awaiting Approval" and add an
action to submit the record for approval
b. Create a Visualforce "Edit Article" page that submits articles saved with a status of "Awaiting
Approval" to an approval process.
c. Create an escalation rule for articles with a status of "Awaiting Approval" and add an action to
send an email reminder to agent.
d. Create an Apex Trigger to automatically submit articles with status changed to "Awaiting
Approval" to an approval process."
D
Universal Containers has implemented Salesforce Knowledge and the service manager wants to
encourage agents to use the knowledge base. Which metric should the service manager monitor?
A. Number of customer ratings
B. Number of approved articles
C. Number of article votes
D. Number of archived articles
C
Universal Containers has implemented Salesforce Service Cloud with the goal of reducing the number of
escalated cases to the contact center. What metric should a contact center manager use to analyze this?
A. Percent of cases closed with an attached article.
B. Percent of cases closed meeting the defined SLA
C. Percent of cases closed with Chatter posts
D. Percent of cases closed on first contact
D
Universal Containers has implemented Service Cloud in their call center and would like to integrate it
with their existing telephony system. All members of staff use a standard build for desktop computers
and the IT department has indicated that they a produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?
A. Move to a cloud–based telephony system.
B. Implement an adapter using the Telephony API.
C. Implement an adapter built on Open CTI.
D. Build an adapter using the CU toolkit.
C
Universal Containers has millions of customers in Salesforce, but only a very small percentage have
opened support cases in the past. Recently, Universal Containers has implemented a Service Cloud
portal and plans to allow customers to be authenticated users to increase self–service rates. Which
method should be used to enable the customers on the portal? (Choose 2)
A. Have agents manually create users when portal access is requested by customers.
B. Identify active customers and send them registration instructions via email.
C. Create active customers as portal users and send them email notifications
D. Have agents provide customers with portal registration instructions when working a case
BD
Universal Containers has recently implemented a Customer Community to allow its customers to create
and update their cases online. What should a consultant recommend to ensure Customer Community
users are able to access only their cases online, included cases created by the support team on their
behalf over the phone.
a. An organization–wide default of Public Read/Write on the Case object
b. A sharing set to grant the Customer Community user access to records associated to their
Contact record
c. A sharing rule to ensure record access is granted based on the Customer Community user role
hierarchy
d. A sharing rule to ensure record access is granted based on criteria of the case
C
Universal Containers has recently implemented Live Agent and is looking for recommendations on how
to improve agents' productivity while chatting with customers. What should the consultant recommend
to meet this requirement? Choose 3 answers.
A. Use chat preview to allow agents to prepare before the chat.
B. Allow agents to work on multiple chats at one time.
C. Allow supervisors to be conferenced into the chat session.
D. Configure quick text options to include text quickly.
E. Enable whisper chat allowing other agents to help
ABD
Universal Containers has service level agreements (SLAs) with clients that require an agent to respond
within one hour of receiving a case. The agreement also states that the case must be resolved in less
than one day if the case status is set to urgent. Which feature should be used to meet this requirement?
A. Case assignment rules to route the case to an escalation queue
B. Entitlements to define milestones to meet the SLAs
C. Case comments to communicate updates to the client
D. A workflow email alert to send notification that a case was received
B
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager
wants to know if the agents are properly leveraging the new knowledge base. What metric cap the
manager use to measure the adoption of Knowledge? Choose 2 answers
A. Create a report that displays the number of article searched during the past two months.
B. Create a report that displays the number of articles associated to data categories during the
past two months.
C. Create a report that displays the number of cases with articles attached during the past two
months.
D. Create a report that displays the number of new articles created during the past two months.
CD
Universal Containers is concerned with system performance in its contact center because the number of
contact records has exceeded 40 million. What platform functionality might be affected by the number
of contact records?
A. Contact related list load time
B. Contact view page load time
C. Contact report run time
D. Contact list view edit time
C
Universal Containers is creating an inbound customer support contact center to handle questions about
using its products. What should be considered when designing the contact center?
 a) Average handling time and first call resolution time
b) Automatic call distributor and interactive voice response
c) Agent skill–based routing and predictive dialer
d) Workforce management and customer satisfaction score
B
Universal Containers is designing a contact center focused on customer billing inquires. The contact
center includes the variables listed below.– 2 million accounts in Salesforce– 20 million invoices in an
external application– 600 support agents– 300,000 transactions processed daily across agents When
agents view an account in Salesforce, they need to view the invoices associated with an account and
view the detail of the invoices. However, agents do not need to update or report on invoice information.
Which solution would meet these requirements? Choose 2 answers:
A. Create a bi–directional integration using the Salesforce API
B. Build a real–time integration to import invoices into a Salesforce custom object
C. Launch the customer billing application in Salesforce as a Web tab
D. Design a Visualforce page to display invoice data in Salesforce based on a real–time call
CD
Universal Containers is designing a new case management process with the following requirements: –
Both support agents and product managers need to participate in the case process. – Cases must be
updated as they move through the steps in the process. – All changes to a case must be tracked. Which
configuration steps are required for the new case management implementation? Choose 2 answers.
a. Configure case status values.
b. Enable field tracking history for fields.
c. Update case comments using a trigger.
d. Create list views for each case queue.
AB
Universal Containers is developing a business continuity plan for their contact centers. What should the
company consider? Choose 2 answers
A. Recovery point objective
B. Criteria for plan activation
C. Site consolidation
D. Open access to systems
AB
Universal Containers is developing its strategy for supporting their customers on social media sites. The
company's requirements include the ability to:– Monitor Facebook fan page for new posts and
comments from customer– Link new post and comments to an existing customer record– Respond to
posts from the existing Salesforce Console for Service– Create and link social personas to contacts What
should a consultant recommend to meet these requirements?
A. Create a Force.com app for Facebook monitoring
B. Enable Social Customer Service
C. Integrate Facebook to its existing Customer Community
D. Enable Salesforce social profile on contacts
B
Universal Containers is evaluating the speed and productivity enhancements that could be obtained by
implementing the new Service Cloud console. Which benefit should the company expect when
implementing the Service Cloud console? Choose 2 answers
A. View records and related items as tabs on one screen
B. Screen pops open new object in tabs to reduce interruptions
C. Customized mini page layouts for the console view
 D. Customized view for the console in the customer portal
AB
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 formula fields from filter criteria.
B. Remove unnecessary columns from the reports.
C. Remove date boundaries from filter criteria.
D. Remove dashboards based on long–running reports.
AB
Universal Containers is having trouble with the adoption of its knowledge base. Customers have
reported difficulty locating what they need. The following facts are known:– Data categories are used to
indicate which contact center and business unit authored the article. – Articles have drastically different
types of content mixed together FAQs, product manuals, and install guides. – Agents are not
consistently completing all article fields. What should the consultant recommend as a first step in
improving the usability of the knowledge base?
A. Use a Visualforce page to enable more granular search filtering.
B. Add a data category to indicate content type and enable rules.
C. Create article types for each business unit and have supervisors review articles.
D. Create article types for each content type and implement an approval process.
D
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center
manager has been tasked with improving sales for the premier support offering. What key metrics can
be expected to improve following the CTI implementation? (Choose 2)
A. Average days to close
B. First call resolution
C. Average handle time
D. Abandon rate
BC
Universal Containers is implementing a solution to capture incoming emails as cases in Salesforce with
the requirements listed below. – Over 5.000 emails are captured and created as cases. – Email filtering
capabilities can be customized. – Solution runs 24/7 so that emails are captured during maintenance
windows – Software installation is not required Which solution would meet the requirements?
A. On–Demand Email to case
B. Email–to–Case
C. Connect for Outlook
D. Email relay
A
Universal Containers is implementing an entitlement process in its contact center to gain better visibility
into how well the company is delivering on customer service level agreements (SLAs). How can
milestones be used to accomplish this goal? (Choose 2)
A. To represent metrics such as first–response and resolution time on cases.
B. To monitor the case escalation rule queue to confirm service levels are met
C. To identify the customer contact associated with a particular stage of a service contract
D. To display whether a case response complies with a customer service level agreement
AD
Universal Containers is implementing Salesforce Knowledge at its contact center. The contact center has
a dedicated support team for each product that it supports. Contact center agents should only be able
to new articles for the product they support. What solution should a consultant recommend to meet
this requirement?
A. Assign team–based roles to the associated product data category value
B. Assign team–based profiles to the associated product article type
C. Assign team–based profiles to the associated product data category value
D. Assign team–based roles to the associated product article type
A **
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs
to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality
supports these requirements?
a. Allow agents to create Knowledge articles when closing a case.
b. Require agents to create Knowledge articles when opening a case.
c. Add the Submit Feedback button to articles.
d. Add the Submit Feedback button on the Solutions tab.
A
Universal Containers is implementing Salesforce Service Cloud. The company needs to reduce total case
volume and the average amount of time spent by agents on Cases. What solution would meet these
requirements?
a. Create reports on case age and queue backlog; use escalation rules to notify management of
missed SLA targets
b. Publish Knowledge articles to the Customer Community; enable the attachment of articles
upon case closure.
c. Enable agent chat functionality for customers; disable the ability to log a case form the
Customer Community
d. Use escalation rules to move cases into the correct status; create reports to monitor SLA
adherence
B
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has
requirements listed below. – 2.000 agents are implemented globally 24/7 operations – Open case data
will be migrated from a legacy system – New cases will be created in one system only Which deployment
method should be recommended ?
A. Migrate case data and deploy to all users at office
B. Migrate agents to Force.com Connect Offline during deployment
C. Deploy in phases using countries as pilots
D. Deploy based on the number of trainers available
C
Universal Containers is implementing the Salesforce Service Cloud. The company needs to reduce total
case volume and the average amount of time spent by agents on cases. Which solution would meet
these requirements?
A. Create reports on case age and queue backlog; use escalation rules to notify management of
missed SLA targets.
B. Use escalation rules to move cases into the correct status; create reports to monitor SLA
adherence.
C. Publish Knowledge articles to the Service Cloud portal; enable the attachment of articles upon
case closure.
D. Enable agent chat functionality for customers; disable the ability to log a case from the
Service Cloud portal.
C
Universal Containers is implementing the Service Cloud console. Which capabilities of the console can
the company use to help improve its contact center performance? (Choose 2)
A. Allows Chatter Messenger to be used between agents
B. Displays records and their related items as tabs on one screen
C. Is available for users in the partner portal
D. Indicates when records and lists are changed by others
AB
Universal Containers is in the process of setting up a business–to–business (B2B) portal. The company
needs to give customers access to service level agreements (SLA) via the portal. Which solution is
recommended to accomplish this requirement?
A. Assets
B. Cases
C. Milestones
D. Service Contracts
D
Universal Containers is initiating a program to improve customer satisfaction. As part of the program,
customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue
has been resolved. How to accomplish this task?
A. Use workflow rules to send an email to the customer.
B. Use auto–response rules to send an email to the customer.
C. Use assignment rules to assign the case to a case queue.
D. Use escalation rules to assign the case to a case queue.
A
Universal Containers is launching a full line of new products and Service Cloud should support the
following requirements:– Agents need to collaborate with other teams– The product development team
needs to be alerted on high–priority cases for specific products Which solution will meet these
requirements?
A. Use escalation rules for notifications and case teams to monitor cases
B. Use workflow rules for notifications and case teams to monitor cases
C. Use escalation rules for notifications and account teams to monitor cases
D. Use workflow rules for notifications and account teams to monitor cases
B
Universal Containers is looking to migrate to a new knowledge solution for their contact center. They
have 10,000 knowledge articles, but have found that only 5% are being used frequently by their contact
center agents and customers on their public website. What should be recommended as part of this
implementation? Choose 2 answers.
a. Prepare a test set of articles for import into the sandbox
b. Import all articles and then delete those which are not important
c. De–prioritize data quality, because articles can be modified by the KB manager after
deployment.
d. A one–time import of only the most frequently used articles
AD
Universal Containers is migrating from a legacy system to the Service Cloud. The company currently
tracks enticements and agreements in its legacy system. The legacy system will be archived and
unavailable after go–live. Agents will need easy access case information for the last one year. How to
accomplish this task?
A. Migrate closed cases with milestones and entitlements.
B. Migrate open and closed cases with milestones and entitlements.
 C. Migrate open and closed cases without milestones and entitlements.
D. Migrate closed cases to a custom read–only object.
B
Universal Containers is ready to launch a customer portal to its targeted customers. The company's
executives want to use appropriate metrics to efficiently measure user adoption. Which metrics should
be measured? (Choose 2)
A. Number of calls deflected using IVR
B. Number of emails compared to portal cases
C. Number of cases created in the portal
D. Number of portal logins per day
CD
Universal Containers is setting up a field service dispatch contact center. Which functionality should be
considered when designing the contact center? (Choose 2)
A. Chatter groups for customer
B. Mobile access to case information
C. Visibility into service entitlements
D. Predictive dialer for outbound calls
BC
Universal Containers is transitioning from a legacy service and support system to Salesforce. What is a
recommended way to migrate and cleanse data?
A. Upload the data into Salesforce and then run the native de–dupe tool.
B. Use the Salesforce import wizard to load and cleanse the data.
C. Use the Salesforce data loader to load and cleanse the data.
D. Cleanse the data outside of Salesforce and then migrate the data.
D
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the
Salesforce SoftPhone to enable click–to–dial capability. What needs to be configured for the SoftPhone
to work in Salesforce? (Choose 3)
A. Assign the correct Salesforce users to the Call Center
B. Install an adapter from AppExchange to work with third–party CTI systems
C. Use Apex to create an adapter to work with third–party CTI systems
D. Create a SoftPhone layout and assign to user profiles
E. Assign the Salesforce CTI license to Salesforce users
ABD
Universal Containers is using the Service Cloud in its contact center. The contact center manager wants
to deploy Answers Community. What should a consultant recommend to integrate Answers into its
Service Cloud implementation? (Choose 2)
A. Create a draft Knowledge article from a reply using the promote article button.
B. Use the close and resolve button on the case page layout to close a case and mark the
question resolved.
C. Allow administrators and trusted community members to escalate a question into a case.
D. Display up to three category groups to help organize questions for easy browsing.

AC
Universal Containers needs to allow customers to log into its corporate website, view solutions from a
Salesforce knowledge base, and log cases. Which product would meet all of these requirements?
Choose 2 answers
A. Self–service portal
 B. Web–to–Case
C. Force.com Sites
D. Customer portal
AD
Universal Containers needs to automate the process of gathering and measuring customer satisfaction
(CSAT). The process should be initiated at the time of case closure. Which feature should be used to
meet this requirement?
A. Install an AppExchange product for case survey functionality
B. Enable the Send Survey feature for cases
C. Deploy the self–service portal CSAT survey widget
D. Create a case survey email template and auto–notification rule
A
Universal Containers needs to decrease the cost of support by allowing support engineers to capture
case resolution information when a case is closed and make the details of the case available via search
to internal users, partners, and the general public. How could this be achieved?
A. Create Knowledge articles and publish the article to all channels
B. Create Content documents and add them to a workspace accessed by all users
C. Create solution and publish the solutions to the self–service portal
D. Create case attachments and upload attachments to a directory accessed by all users
A
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak
volume. In addition, the company needs to report on the metric listed below. – Average handle time
(AHT) – Adherence to service level agreements (SLAs)Which data source would Universal Containers
need in order to gather this information? Choose 3 answers
A. Automatic Call Distributor (ACD)
B. Entitlements
C. Workflow Management (WFM)
D. Chat log history
E. Interactive Voice Response (IVR)
ABC
Universal Containers needs to integrate Knowledge into the case management lifecycle. Which
integration point is possible between cases and Knowledge? Choose 2 answers.
a. Email articles in PDF format.
b. Add a comment to an article.
c. Search Knowledge using case information.
d. Convert a case attachment to an article.
AC
Universal Containers needs to measure how long it takes to resolve a case once a support agent has
accepted the case from the queue. How would this requirement be met?
A. Enable the case accepted time support setting to track the active time an agent spends on a case
B. Create a formula field to calculate the total time spent in each status based on the case history
C. Create a formula field to calculate the time between a custom Case Accepted Date/Time field and the
standard Date/Time Case Closed field
D. Create a formula field to calculate the time between the standard Date/Time Case Created field and
the Date/Time Case Closed field.
C
Universal Containers needs to produce a dashboard in Salesforce that shows the average cost per call.
Which data needs to be available in Salesforce in order to create the report? Choose 2 answers.
 a. Agent hours worked and agent wage rate
b. Average seconds to answer and talk time
c. Talk time and call wrap time
d. Case status and case age
AC
Universal Containers needs to provide users with a case entry page that meets the requirements listed
below. – Launches from the account record – Provides a list of associated contacts and assets – Allows a
user to associate contacts and assets with a new case – Allows for the creation of the new contact
Which approach meets the requirements?
A. Create an Apex page for selecting the associated records and entering the new case information
B. Create a Visualforce page for selecting the associated records and entering the new case information
C. Modify the case page layout to include attributes necessary for creating a new contact
D. Modify the case page layout and enable the quick create feature for contact creation
B
Universal Containers needs to set up a Customer Community to provide customers with a self– service
option for support. What capability can the Customer Community provide to Universal Containers'
customers? Choose 2 answers
a) Allows customers to search a knowledge base
b) Allows customers to customize reports and dashboards
c) Allows customers to customize their user interface
d) Allows customers to search documents in Content
e) Chatter feed
ADE
Universal Containers needs to track the internal users who are involved with support cases. Certain
status updates to the case should trigger an email notification to the users involved. Which solution
design will best address this requirement?
A. Use case teams to track users and a workflow rule with an email action for notification of
status changes
B. Use account teams to track users and a workflow rule with an email action for notification of
status changes
C. Use a custom object to track users and a workflow rule with an email action for notification of
status changes
D. Use case teams to track users and an Apex trigger for notification of status changes
A

Universal Containers plans to deploy the new Service Cloud console to its support team. Which steps
should be considered in deployment? (There are three correct answers.)
A. Customize highlight panels for all objects.
B. Set up interaction logs and assign them to user profiles.
C. Assign users the Service Cloud User feature license.
D. Set up users and assign them to a queue.
E. Customize case list views.
A B C ****
Universal Containers plans to migrate data into Salesforce from legacy system. Which step should be
taken before performing the data migration? Choose 2 answers
A. Enable data validation rules
B. Perform data cleansing
C. Develop data map
 D. Normalize database
B
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What
approach should a consultant recommend?
A. Activate the Knowledge sidebar within the Salesforce Console for Service.
B. Activate the Knowledge sidebar on the case detail page.
C. Create a Knowledge Visualforce component on the case detail page.
D. Create a Knowledge Visualforce component within the Salesforce Console for Service.
B
Universal Containers requires that a case is logged for every incoming support call. Each case could
require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The
original case CANNOT be closed until all RMAs and FSRs are closed. Universal Containers is considering
whether RMAs and FSRs should be stored on a child case or on a related custom object. What should
Universal Containers consider when designing the solution? Choose 3 answers
A. Average incoming case volume
B. Relationship to the primary contact
C. Case closure rules on the original case
D. RMA and FSR escalation requirements
E. Visibility and access to the RMA and FSR records
CDE
Universal Containers requires that users have the ability to view specific cases, as determined by the
product type field on the case. An email should be sent to the users when a case to which they have
access is created or closed. What should a consultant recommend to meet these requirements? (Choose
2)
A. Escalation rules
B. Case teams
C. Workflow rules
D. Auto–response rules
BC
Universal Containers staffs its contact centers to allow for up to 20% of the total case volume to be
escalated. The contact center would like to measure case escalation rate to staff to ensure sufficient
training for Tier 1 agents. What solution should a consultant recommend to meet this requirement?
A. Create a dashboard report to display and compare escalated cases against non–escalated cases.
B. Create a case report with a custom summary formula to calculate the percentage of escalated cases.
C. Create a formula field on the case record to calculate percentage of escalated cases.
D. Create a daily snapshot report of all cases and calculate percentage of escalated cases.
A
Universal Containers support team requires its customers to submit their support inquiries via free form
email (Outlook etc). Additional requirements are listed below:* Support attachments up to 20 MB per
inquiry* Over 10,000 inquiries per day Which solution should a consultant recommend to meet these
requirements?
A. Email–to–Case
B. Customer Chatter groups
C. On–Demand Email–to–Case
D. Web–to–Case
C
Universal Containers wants summit agents to have the ability to work on multiple cases at the same
time. What should a consultant recommend to meet this requirement?
 A. Configure and utilize the Salesforce Console for Service
B. Configure and utilize the agent console
C. Open multiple Salesforce windows at the same time.
D. Create a Visualforce page to display multiple cases.
A
Universal Containers wants to create a process to verify that customers are eligible for support before a
case is creates. A consultant recommends using entitlement management to meet this requirement.
Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
A. Ability to determine if a customer has escalated a case in the past
B. Ability to specify unique service levels for each customer
C. Ability to prompt callers for the service contract number within IVR menus
D. Ability to enforce service levels with the time–dependent processes
BD
Universal Containers wants to display a list of open cases, data form an external system, and knowledge
articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
A. Configure the Salesforce Console for Service, add Visualforce components, and activate the
Knowledge sidebar.
B. Configure the Salesforce Console for Service, integrate the external system, and enable
Knowledge
C. Configure the agent console and display the articles, case view, and external system custom
object
D. Create a custom Visualforce page to display case list view, external system, and knowledge
articles
A
Universal Containers wants to identify potential delays in the customer support process. Which metric
should the contact center manager analyze?
A. Case volume by channel
B. Average case stage duration
C. Cases created by type
D. Open cases by reason
B
Universal Containers wants to implement a new web presence to support its customers. It has provided
the following requirements: – Ability for visitors to search Knowledge articles without registering or
logging in – Ability for over one million registered customers to securely submit cases and view the
status of those cases –Ability to display white papers to registered customers – Ability for registered
customers to save favorite Knowledge articles for easy access later What should the consultant
recommend as part of the solution?
a) Implement Partner Communities with Knowledge
b) Implement Customer Communities with Content
c) Implement Company Communities with Content
d) Implement Customer Communities with Knowledge
D
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. What
should a consultant recommend to meet this requirement? (Choose 3)
A. Create an email template to send articles as PDF attachments
B. Enable suggested articles on new cases
C. Enable article submission during case close
D. Enable article customization for open cases
 E. Enable agents to create their own personal articles
ABC
Universal Containers wants to improve their field service operations. Some challenges they are
encountering include: wasted trips to the warehouse to stock parts for their next job location, and
missed sales opportunities. Which strategy should a consultant recommend? Choose 2 answers.
A. Provide access to a knowledge base with product brochures.
B. Deploy mobile devices with access to real–time customer data.
C. Enable performance and fault monitoring in the field service application.
D. Equip the IVR for warehouse cross reference and location information
BD
Universal Containers wants to reduce incoming support phone call volume. What action can be taken to
meet this requirement? Choose 2 answers.
A. Enable service contracts and entitlements.
B. Implement Salesforce Console for Service to support agents.
C. Leverage Live Agent for web–based chat.
D. Implement Salesforce Knowledge on a portal.
CD
Universal Containers wants to shorten the average call time in its contact centers by prompting the
customers to enter customer number and identify their order and product information when they call
for support. After providing this information, the customer should then have the option to speak a
support agent if they still need help. Which system will help Universal Containers meet this
requirement?
A. Computer Telephony Integration
B. Interactive Voice Response
C. Automatic Call Distribution
D. Order Management System
B
Universal Containers wants to streamline the troubleshooting process for inbound phone calls using
Visual Workflow. A call greetings script needs to be created to perform the following:• Prompt agent to
ask for the caller's geographic region • Allow the agent to select a region from the picklist in the
accounts object • Present a list of services available in that region to the agent What Visual Workflow
element should a consultant use to accomplish this? Choose 3 answer.
A. Record update
B. Screen
C. Decision
D. Assignment
E. Record create
BCD
Universal Containers will be launching a telesales contact center. What should be considered in the
design? Choose 2 answers.
A. Integration with Field service teams and apps
B. Strategies to maximize call deflection
C. Performance for high volume of interactions
D. Integration with Lead Generation team and apps
CD
Universal Containers would like for articles to be suggested to agents based on information they are
typing into the case. What solution should a consultant recommend?
A. Enable the Knowledge sidebar related list on the case page layout.
 B. Create a Service Cloud Console and enable the Knowledge sidebar on the case page layout.
C. Enable the Knowledge sidebar setting in the case support settings
D. Create a Visualforce page called Knowledge sidebar on the case page layout
B
Universal Containers would like to enable customers to request information on the company website by
completing a form. They would like to avoid receiving spam via the web forms. What should a
consultant recommend when implementing web–to–case for Universal Containers? Choose 2 answers
a. Utilize CAPTCHA to ensure only valid customer web submissions are received
b. Select a default response template to automatically notify customers that their case is
created
c. Customize the support settings to select the default queue for web–to–case cases
d. Enable the auto–create contact setting so contacts not found are created and the cases is
associated.
AC
Universal Containers would like to make some changes to their existing entitlement processes. What
change can be performed on the active entitlement processes using the versioning feature? Choose 3
answers.
A. Set the entry criteria
B. Set the process as default.
C. Add new milestones
D. Edit existing milestones.
E. Set the start/stop clock.
ABC
Universal Containers would like to provide their contact center agents with a map image of their
customers location based on the Shipping Address of their Account Record. What should a consultant
recommend as part of the solution?
A. An outbound message to a middleware platform to provide map details
B. A mashup integration on the Account page to a third–party mapping service
C. A Web Service call–out that retrieves map details from the backend system
D. A custom tab of type URL that displays a map image of customer location
B
Universal Health Service is setting up Knowledge in its contact center for agents so they can research
articles while taking calls. The company needs to migrate the existing knowledge base of documents and
images into Salesforce. Which step will be required for the implementation? Choose 3 answers
A. Create multiple CSV files, one for each article type
B. Create HTML files referencing image to be uploaded
C. Match each new article to an existing article type
D. Create a single CSV file, including all article types
E. Load all articles with the Apex data loader tool
A B C***
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals
can request future credit by providing kit usage information by patient. The regional processing teams
review these requests and award coupons for approved cases. What should a consultant recommend to
manage this process using Service Cloud?
A. Enable the self–service portal to generate logins for the hospital staff by region.
B. Use Web–to–Lead to capture the credit requests and assign them to regional teams using
workflow rules.
 C. Design a custom object to track credit requests and route them regionally using assignment
rules
D. Use cases to track the credit requests and route than to regional teams using assignment
rules
D
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email–
to–case, web–to–case, and a customer portal. The call center manager is incented to drive support
through customer self–service. Which report should be included on the manager's dashboard? Choose 3
answers
A. Number of Portal Logins per Day
B. Knowledge Article Usage
C. Average Call Handle Time
D. Cases by Support Channels
E. Escalated Calls
ABD
Universal Containers support team requires its customers to submit their support inquiries via free form
email (Outlook etc). Additional requirements are listed below:– Support attachments up to 30 MB per
inquiry– Over 10,000 inquiries per day Which solution should a consultant recommend to meet these
requirements?
A. Email–to–Case
B. Customer Chatter groups
C. On–Demand Email–to–Case
D. Web–to–Case
A ***
Using Import Wizard, how many Asset records can you import at a time?
A. 1000
B. 5000
C. 50,000
D. 100,000
E. You cannot import Assets via Import Wizard
E
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
A. Articles appearing in the Knowledge sidebar
B. Products and assets associated to the case
C. Knowledge articles attached to the case
D. Contract details related to the entitlement
C***
What are benefits of deploying Knowledge in a high volume Service Cloud portal?(Choose 2)
A. Replaces the need for an email channel
B. Eliminates tracking of customer entitlements
C. Uncovers gaps in the knowledge base
D. Reduces incoming call volume
CD
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
A. To provide online security threat information
B. To provide live and historical data on system performance
C. To provide information planning planned maintenance
D. To provide live support for system and data backup
 E. To provide best practices for continuity plans
ABC
What are three characteristics of Visual Workflow?
A. Only one flow can be enabled at a time
B. Apex code used to update database fields
C. Apex code used to obtain info from legacy systems
D. Elements used to update database field
E. Elements used to obtain information from legacy systems
ADE
What can Universal Containers do to reduce costs and immediately improve contact center agent
productivity? Choose 2 answers.
A. Streamline the agent interface.
B. Implement team productivity dashboards.
C. Offer support through Facebook and Twitter.
D. Enable templates for written responses.
AD
What is a benefit of a customer community? Choose 2 answers.
a. Eliminates the need to track service level agreements
b. Reduces incoming call volume
c. Enables customers to log inquires without contacting an agent
d. Eliminates the need for support agents
BC
What is a benefit of a quality monitoring system? Choose 2 answers
A. Lower the average speed of answer (ASA)
B. Teach new agents how to handle difficult situations
C. Enforce a consistent standard of service for customer interaction
D. Capture inappropriate word usage and generate reports
CD
What is a business continuity challenge in a cloud–based contact center that operates 24/7? Choose 2
answers
A. Highly available telecom solution
B. Periodic maintenance windows
C. Server hardware infrastructure rebuilds
D. System software restore after an outage
AB
What is a way to increase call center agent effectiveness? Choose 3.
A. Increase productivity
B. Provide complete picture
C. Provide easy to use interface
D. Ensure system acceptance through buy–in and training
BCD
What is the primary function of a private branch exchange (PBX)?
A. To receive multiple calls at one time
B. To use speech recognition to direct calls
C. To report the caller's background information
D. To mate calls to different agents
A
What key metric should a contact center manager use to evaluate the effectiveness of a new Service
Cloud implementation? (Choose 2)
A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published
AB
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
A. Number of cases escalated by agent
B. Number of articles created by agent
C. Number of articles attached to a case
D. Number of solutions created by agent
BC
What metrics should be used when evaluating agent efficiency? Choose 2.
A. Case open
B. Case close
C) Case escalation
D) New contacts added
E) Case close with attachment
CE
What process is a use case for Visual workflow? Choose 3 answers
A. Field validation during case creation
B. Cross–self promotions for representatives
C. Assignment of email to a case queue based on subject
D. Decision–based troubleshooting for representatives
E. Caller verification and creation of a new case
ADE
What solution should a consultant recommend while designing a plan to decrease a company's cost per
call? (Choose 2)
A. Increase the Call–to–Order ratio
B. Use integrated voice response
C. Bypass entitlement verification
D. Use suggested Knowledge articles
BD
What support strategy will enable an organization to improve its overall capacity for handling customer
support inquiries without increasing the number of call center agents?
A. Knowledge–centered support.
B. Computer telephony integration.
C. Facebook integration.
D. Entitlement management.
A
When designing a Case management solution to increase agent productivity, which Service Cloud
features should you consider first? Choose 2 answers.
a. Case queues
b. Case custom reports
c. Case assignment rules
d. Case dashboards
AC
When planning for the migration of an existing knowledge base into Salesforce Knowledge, what factors
are considered which articles to migrate?
A. Last modified date and frequent search terms
B. Last modified date and number of recent article views
C. Original creation date and total number of article views
D. Original creation date and average rating of articles
B
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
A. Allows Chatter Messenger to be used between agents
B. Displays records and their related items as tabs on one screen
C. Is available for users in the partner portal
D. Indicates when records and lists are changed by others
AB
Which case submission process leverages Apex email services?
a. Web–to–Case
b. Email–to–Case
c. On–demand Email–to–Case
d. Case submitted using chat
C
Which contact center type is most likely to implement Information Technology Infrastructure Library
(ITIL) to align with industry best practices?
A. Information Technology (IT) help desk
B. Telesales center
C. Human Resources (HR) help desk
D. Telemarketing center
A
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
A. Requirements traceability matrix
B. Solution design document
C. Project milestones
D. Project kickoff presentation
CD
Which feature of Salesforce Knowledge can be leveraged to create a customer–facing product
information website? Choose 2 answers.
a. Display articles in a public knowledge base.
b. Display articles in Salesforce Answers.
c. Display articles with HTML, images, and links.
d. Publish articles to the Web using Salesforce Publisher.
AC
Which method can be used to route cases from social channels?
a) Use Twitter–to–case and add workflow rules to the case object
b) Enable social profile and add assignment rules to the case object
c) Enable social profile and add workflow rules to the contact object
d) Enable Social Customer Service and add assignment rules to the case object.
D
Which metric influences customer satisfaction? Choose 2 answers
A. After call work
B. Cost per call
C. First call resolution
D. Call quality
CD
Which native Service Cloud solution is used for case satisfaction surveys?
A. Enable the case survey option on the case object.
B. Enable the case survey auto–response rule.
C. Check the survey option in the case settings.
D. Create a Web–to–case form with a custom case type of survey.
D
Which of the following utilize the Automated Case User" (Choose 3 answers):
A. When a case is automatically assigned using assignment rules this user is listed in the case
history
B. When an email notification is triggered via workflow this user is listed in the case history
C. When a case is escalated this user is listed in the case history
D. When a case is created via Web–To–Case this user is listed in the case history
E. When a case is created via Email–To–Case this user is assigned as the case owner"
ACD
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
A. Salesforce for Twitter
B. Live Agent
C. Salesforce Knowledge
D. Open CTI
C
Which solution can be used to improve call deflection?
A. Knowledge base
B. Community forum
C. Assignment rules
D. Web chat
E. Case routing
D
Which solution will meet these requirements? The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
a) Create, publish, feedback, approve, consume
b) Create, approve, publish, consume, feedback
c) Create, consume, feedback, approve, publish
d) Create, feedback, publish, approve, consume.
B
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter
for different telephony systems? (Choose 2)
A. It is a server based software program that controls the behavior of a Salesforce SoftPhone
B. It is an intermediary between a telephony system and a Salesforce CRM call center user
C. It utilizes the SoftPhone capability from within the Salesforce application
D. It allows voicemails to be captured and stored as attachments on cases
BC
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
 A. Map articles with HTML sections to rich text area fields
B. Use change sets to import data categories
C. Create a separate .csv for each article type
D. Use the data loader to import unstructured articles
AC
Which support channel requires the smallest amount of agent work time?
A. Web to case
B. Email to case
C. Web self service
D. Chat
C
Which system would a contact center integrate with in order to provide field service agents with
information needed to provide service at customer sites?
A. Telephony
B. Order Fulfillment
C. Enterprise Resource Planning (ERP)
D. Marketing
B
Which task should be included in a business continuity plan for a contact center? (There are three
correct answers.)
A. Route cases to agents in an alternate center.
B. Disable the Interactive Voice Response system.
C. Deliver training on case handling for contingent staff.
D. Update the case status field values.
E. Monitor service level agreements (SLAs) and notify customers.
ACE