NO.110 Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

NO.111 A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

NO.112 Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and
Facebook?

NO.113 Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

NO.114 Case escalation rules triggered on the last modification will be reset each time a user does which of the
following actions?

NO.115 Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

NO.116 A company has created a new onboarding process. An Agent must create ten open activities that align to a step
of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

NO.117 Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken
before performing the migration of the data (Choose 2)?

NO.118 Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.
What is the recommended solution to meet the requirements’

NO.119 A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?

NO.120 Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

NO.121 Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

NO.122 Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their “How To” articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

NO.123 Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

NO.124 Which technology will allow a client to enable ideas on a public website? There are two correct answers.

NO.125 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.

NO.126 AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer’s product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?

NO.127 When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

NO.128 A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)

NO.129 Universal Containers wants articles to be suggested to agents based on information they are typing into the
case. Which solution should a consultant recommend?

NO.130 Support cent’ agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to
10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers

NO.131 UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that
have been routed to them. Which metric should UC consider when designing the contact center? Choose 2
answers.

NO.132 universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.