Free Access Salesforce.Service-Cloud-Consultant.v2022-12-22.q177 Practice Test (Page 6)

Question 21

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?

A.Create a Custom Report type with activities as the primary object.

B.Set up a reporting snapshot of the case, contact and activity objects.

C.Build a Summary report on Products and Activities.

D.Customize the My Teams Calls this week standard report.

Question 22

Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

A.Review existing cases for an account.

B.Update case data for a customer.

C.Run and view Salesforce reports.

D.Post report information on Chatter.

Question 23

Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

A.Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

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 workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

D.Use case auto-response rules to send an email to support managers within one hour of case creation.

Question 24

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy thisrequirement?

A.Net Promoter Score

B.Customer Satisfaction

C.Service-Level Measure

D.Customer Engagement Score

Question 25

Universal Containers requires that a case status be updated 48 hours after a solution to the case has been
emailed to a customer. Which Salesforce feature would be used to meet this requirement?

A.Validation rules

B.Auto-response rules

C.Assignment rules

D.Workflow rules

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