Salesforce Interview & Exam Questions

Salesforce Questions

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement?

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which metrics can be used to assess the success of the new workforce management system?

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a Consultant recommend to meet this requirement?

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production. How should a consultant correct this problem

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories. What solution should a consultant recommend?

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. Create a joined report that includes fields for call center location, agent, calendar month, and first- call resolution. Create a matrix report that includes fields for call center location, agent, calendar month, and first- call resolution.

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which solutions should a Consultant recommend to correct this problem?

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 knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement?

Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number. Create a central "Contact Us" page which provides access to all available channels Enforce that customers must search the knowledgebase before they can see the Contact Us page. Optimize the customer community for mobile devices to have access to the same support as desktops.

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem

Universal Container’s customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time. What functionality should the consultant recommend implementing to resolve this issue?

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management?

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption?

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

set a cutoff date of 1.5 months before user acceptance testing for any change requests. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly. Deliver the entire project simultaneously so as to present UC with a completed solution. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. Which factor should a Consultant consider as part of the migration strategy?

Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

A consultant has been hired to integrate a client’s phone system with the Salesforce Service Console. What are two key considerations for this integration?

If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?

Universal Container’s agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros. What two solutions can a consultant suggest to meet the agent’s requirements?

Universal Containers has an active presence on Twitter and Facebook. Customers’ requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements?

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?

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?

Assign a global team of experienced agents and leaders to create a common design template and report structure. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement?

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