SERVICE-CLOUD practice questions 81–90

1. Question 81 · 97 in bank

   Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC’s four different product lines. Each group’s manager would like a report on their agents’ daily call volume, including related case and contact information. How should the consultant recommend the report be created?

   • ACustomize the My Teams calls this week standard report.
   • BCreate a Custom Report type with activities as the primary object.
   • CSet up a reporting snapshot of the case, contact and activity objects.
   • DBuild a Summary report on Products and Activities.

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   Answer: A

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2. Question 82 · 97 in bank

   Select 3

   What are three best practices that should be used when deploying Salesforce functionality to production? (Choose three.)

   • AEnsure all users refrain from logging into production for an entire day to deployment.
   • BEnsure that at least 60% of the code is covered by unit tests before deploying to production.
   • CPlan and communicate the deployment to all users of the organization in advance.
   • DSelect a window of time when users will NOT be making changes to the organization.
   • EMigrate a test deployment to a staging environment for a smother real-life experience.

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   Answer: CDE

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3. Question 83 · 97 in bank

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

   • AMost Revised Articles
   • BSearch Activity Gaps
   • CMost Linked Articles
   • DTop Articles sorted descending

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   Answer: D

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4. Question 84 · 97 in bank

   Select 2

   Cloud Kicks is migrating its knowledge base from Classic Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles’ lifecycle by archiving and deleting articles of a certain designation now fails. What are two reasons the integration is failing? (Choose two.)

   • AThe Article Type field is no longer accessible via SOQL or the API.
   • BURL formats for articles differ between Classic and Lightning Knowledge.
   • CUsers must have Modify All permission to delete archived articles.
   • DOnly Published articles are available in the API.

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   Answer: AC

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5. Question 85 · 97 in bank

   Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics. CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction. What should the consultant explain about Average Speed of Answer?

   • AIt is the typical experience of a caller.
   • BIt captures the same information as First Call Resolution.
   • CIt includes blocked and abandoned calls.
   • DIt is skewed by calls that are quickly answered.

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   Answer: D

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6. Question 86 · 97 in bank

   Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customers with a Gold Service Contract, agents must provide a response to each customer contact within 24 hours. CK plans to use Milestones. What is the recommended Milestone Recurrence Type to meet the requirements?

   • ASequential
   • BAuto-Add
   • CIndependent
   • DNo Recurrence

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   Answer: B

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7. Question 87 · 97 in bank

   Cloud Kicks uses Dialer and one-click calling to initiate phone calls to customers. They have recently received complaints from customers who have set their communication preferences to email only or text only. What should a consultant recommend to meet the requirements?

   • AUse Dynamic Forms to conditionally hide the one-click field.
   • BSet the Contact Do Not Call field value to true.
   • CConfigure a Validation Rule to block one-click calling.
   • DConfigure Dialer to use Voicemail Drop by default.

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   Answer: A

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8. Question 88 · 97 in bank

   Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users. Which step is necessary to make articles visible in all the selected channels?

   • AThe Approval Process will automatically Publish.
   • BApprove articles from the Knowledge approval page to Publish.
   • CAgents must click Publish after the Approval Process.
   • DSet the final approval action to “Lock the record for editing”.

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   Answer: B

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9. Question 89 · 97 in bank

   Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products. Which approach should the consultant recommend to start AI efforts at CK?

   • AReview and address Case data issues and set up Einstein Article Recommendations.
   • BConfirm there are enough closed cases and turn on Einstein Service AI Grounding with Cases.
   • CReview and address Case data issues and set up Einstein Classification Apps.

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   Answer: B

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10. Question 90 · 97 in bank

    Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case. What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

    • ACase History related list
    • BActions & Recommendations component
    • CActivity analytics tab

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    Answer: A

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SERVICE-CLOUD practice, question 81. 97 questions available.