[Salesforce Certified Service Cloud Consultant] Dump 오답 일기4

※ 각 자격증별 Dump는 시험을 준비하면서, 
웹상에 공개된 Dump와 유료 Dump를 풀면서 자주 틀렸던 문제를 위주로 작성하였습니다. 
오래된 문제도 간혹 있기 때문에 버전에 따라 답이 다른 경우도 있으며,
개인이 공부하면서 푼 문제이기 때문에 오답일 가능성도 있습니다.
이점 유의하여 공부하시길 바랍니다.

 

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

Answer C, D

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.

Answer C, D

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.

Answer A

Univeral 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

Answer A, B, D

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

Answer 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

Answer B, C

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.

Answer B

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

Answer C, D

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.

Answer B

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

Answer C