[Salesforce Certified Service Cloud Consultant] Dump 오답 일기5

※ 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.

 

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

Answer C

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

Answer A, 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

Answer A, B

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

Answer B, C

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

Answer A, D

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 recomended?

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

Answer C

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.

Answer 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

Answer A, D

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

Answer B, C

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.

Answer A, C

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

Answer 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)

Answer A, B, C

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.

Answer A, C

Universal Containers needs to integrate Knowledge into the case management lifecycle. Which integration point is possible between cases and Knowledge? Choose 3 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
E. Create articles when closing a case

Answer A, C, E