Question # 1 Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants
OmniChannel to route cases to agents who speak the customer's preferred language and
have the right
knowledge to solve the issue. A. Configure Omni-Channel Skills-based Routing.B. Configure Case Assignment rule and Omni-Channel Supervisor.C. Configure Omni-Channel Queue-Based Routing.
Click for Answer
A. Configure Omni-Channel Skills-based Routing.
Answer Description Explanation: To meet the requirement of routing cases based on language proficiency and
knowledge area, Omni-Channel Skills-based Routing is the best solution. Skills-based
routing allows cases to be directed to agents who possess the specific skills required to
handle the case, such as language fluency and product expertise, ensuring efficient and
effective case resolution.
Question # 2 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. A. Build a report on Products with Activities grouped by owner.B. Create a Custom Report type with Activities as the primary object.C. Customize the My Team's Calls This Week standard report.
Click for Answer
B. Create a Custom Report type with Activities as the primary object.
Answer Description Explanation: For reporting on daily call volume including related case and contact
information for different agent groups, creating a Custom Report Type with Activities as the
primary object is advised. This allows for the inclusion of case and contact details in the
report, providing a comprehensive view of each agent's call activity and related case
interactions.
Question # 3 The support management team at Universal Containers has noticed an increase in wait
times over the last several months when customers call in for support. A. Set up analytical snapshots to capture key case Information and create historical
trending reports.B. Create reports to analyze data in order to understand peak times and ensure adequate.C. Create case escalation rules to route high-priority cases directly to supervisors for
resolution.
Click for Answer
B. Create reports to analyze data in order to understand peak times and ensure adequate.
Answer Description Explanation: To decrease customer wait times, creating reports to analyze call volume
and identify peak times is recommended. Understanding peak periods allows for strategic
staffing and resource allocation, ensuring that enough agents are available to handle the
increased volume, thus reducing customer wait times.
Question # 4 The support manager at Universal Containers wants to measure first-call resolution by
channel, agent, and calendar month. A. Create a report using GroupingB. Create a reporting snapshot.C. Create a joined report.
Click for Answer
C. Create a joined report.
Answer Description Explanation: To measure first-call resolution by channel, agent, and calendar month, a
joined report is recommended. This type of report allows the combination of related reports
into a single report with multiple blocks, enabling the analysis of data across different
dimensions such as communication channels, individual agent performance, and
timeframes, providing a comprehensive view of first-call resolution metrics.
Question # 5 Universal Containers (UC) wants to improve customer satisfaction by diversifying its
interaction channels. UC's goal is to enhance real-time communication and support. A. Einstein BotsB. Messaging In-app and Web (MIAW)C. Experience Cloud sites
Click for Answer
B. Messaging In-app and Web (MIAW)
Answer Description Explanation: To enhance real-time communication and support, Messaging In-app and
Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with
customers through various messaging platforms, including web chat and mobile
messaging. This channel provides a convenient and immediate way for customers to
connect with support, improving satisfaction through enhanced accessibility and
responsiveness.
Question # 6 Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while
maintaining article quality. CK plans to allow all service agents to create articles. A. Flow with notificationsB. Reports and dashboardsC. Approval process
Click for Answer
C. Approval process
Answer Description Explanation: To maintain article quality while increasing the number of Knowledge articles,
implementing an approval process for article creation is recommended. This process allows
for the vetting of articles by subject matter experts or managers before publication,
ensuring that only high-quality content is made available in the knowledge base.
Question # 7 Cloud Kicks has a Service Cloud implementation with several channels. Executives want
quick access to agent, team, and call center key performance indicators (KPIs). Service
managers need to see data about their teams as well. A. Create reports from Cases and display on a dashboard.B. Migrate the data to a data lake and request a dashboard.C. Use Einstein Analytics for Service Cloud,
Click for Answer
C. Use Einstein Analytics for Service Cloud,
Answer Description Explanation: For providing executives and service managers with quick access to agent,
team, and call center KPIs, utilizing Einstein Analytics for Service Cloud is recommended.
This solution offers advanced analytics and visualization capabilities, enabling the creation
of dashboards that provide real-time insights tailored to different organizational levels,
based on their data access.
Question # 8 Universal Containers wants to implement best practices for its customer support teams and
has decided to follow a Knowledge Centered Support (KCS) methodology. A. Reduced post-interaction timeB. Reduced first contact resolution timeC. Reduced issue resolution time
Click for Answer
C. Reduced issue resolution time
Answer Description Explanation: Adopting a Knowledge Centered Support (KCS) methodology can lead to
reduced issue resolution time as a key benefit. KCS emphasizes the creation,
maintenance, and effective use of a knowledge base, enabling faster access to solutions
and reducing the time needed to resolve customer issues.
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