Salesforce Certification: Service Cloud Rapid Exam Prep | Bobby Buntin | Skillshare

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Salesforce Certification: Service Cloud Rapid Exam Prep

teacher avatar Bobby Buntin, Certified Salesforce Consultant Instructor

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Taught by industry leaders & working professionals
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Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

41 Lessons (1h 42m)
    • 1. Introduction

    • 2. Common Contact Center Systems

    • 3. Quality Monitoring

    • 4. Business Continuity

    • 5. Knowledge Centered Support

    • 6. Customer Surveys

    • 7. Case Automation

    • 8. Configuration

    • 9. Omnichannel

    • 10. Case Collaboration

    • 11. Service Level Management

    • 12. Case Entry Process

    • 13. Improving Cost per Case

    • 14. Console Configuration

    • 15. Salesforce Console for Service

    • 16. Variable Required Data

    • 17. Repair and Returns

    • 18. Live Agent and Chatter

    • 19. Open CTI

    • 20. Agent Assisted Inquiries

    • 21. Communities

    • 22. Live Chat

    • 23. Email Management

    • 24. Integration to the Case Management Process

    • 25. Knowledge Content Migration

    • 26. Features of Salesforce Knowledge

    • 27. KCS and Archiving Articles

    • 28. Knowledge Visibility

    • 29. User Adoption

    • 30. Project Planning Phase

    • 31. Deployment Approach

    • 32. Project Phase Identification

    • 33. Agent Assisted Interactions

    • 34. Chat Team Performance

    • 35. User Adoption Dashboard

    • 36. Reporting Integration

    • 37. Legacy Data Migration

    • 38. Legacay Migration Criteria

    • 39. Case Data Quality

    • 40. Batch Integration

    • 41. Transaction Volume

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About This Class


This course focuses on what you need to know to pass the Service Cloud Consultant Salesforce Certification exam. This course walks you through more than 40 sample test questions with full video explanations of the correct and incorrect answers.  You will track how you did on each sample question in order to build a study plan for the real exam.

If you are a Salesforce Administrator studying for the Service Cloud exam, then this course will help you ZOOM through your preparation and make the most of every minute of study time.

Meet Your Teacher

Teacher Profile Image

Bobby Buntin

Certified Salesforce Consultant Instructor


I am a Customer Service Operations consultant with more than 12 years experience implementing customer contact center software with one of the largest consulting firms in the world. I am an expert in Salesforce, ServiceMax, and Knowledge Centered Support.

I have architected and implemented some of the most complex Salesforce Service Cloud implementations globally for companies in the Fortune 50.

I have personally guided more than 200 consultants through Salesforce certifications, and I have trained thousands of end users on Salesforce.

I hold the following certifications: Salesforce Administrator, Service Cloud Consultant and KCS Practices Consultant.

As a strategic Salesforce consulting partner, for several years I helped to write and review new questions fo... See full profile

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1. Introduction: Welcome to Salesforce Service Cloud Certification, Rapid Exam prep. Salesforce designed the Service Cloud Consultant exam to test what you know about Service Cloud, but also what you know about customer operations. And now companies look for these certifications when hiring their administrators or consultants. So running the rank of certified service cloud consultant can help you stand out from others when you're looking for a new job or when you're looking for new clients as a consultant. The Denver User Group conducted a salary survey recently and found that on average, the more salesforce certifications you have, the higher your salary is. Even more importantly, studying for the certification will help make you a better consultant. So if you're certified salesforce administrator and are now ready to take the service cloud consultant exam, then this course is designed for you. Salesforce offers hundreds of hours of training and video documentation designed to help you prepare for this exam, but you don't have time to read through all that stuff, or maybe you have studied all of it. But you just get really nervous about exams. Either way, this course will help you determine your risky topics, and then we'll teach you what you need to know about each topic in order to master the certification exam on your first attempt. Now, I don't teach you how to implement Salesforce Service Cloud. In this course, we only focus on getting you ready for the exam. So it will help if you have some familiarity with the key features of service cloud. This course will help you to identify the topic areas on the service cloud exam zero in on your likely weak areas using realistic practice questions and then dive into those areas and learn as much as you need to in order to pass the exam. And most importantly, you'll save precious study time by skipping through all those areas where you already know enough to pass the exam today. This course is divided into the same topic areas published by Salesforce in the official study guide. Within each topic, area up present a series of sample exam questions and then I'll give you time to come up with an answer. If you get it right, then just skip right to the next lesson. If you missed it or if you weren't 100% certain of your answer then you can keep watching that lecture as I explain why the correct answers are correct and also why the incorrect answers can be ruled out. If you need more time on a question, just pause the video when you see the blue bar and then hit play again when you're ready to see the answer. Some lessons will also have additional documents with more information on a topic, which I found to be particularly helpful for the exam. If you have questions as you go through the course, you can post in the course discussion or just send me an email and I'll help you out. But why should you want my help? Well, let me introduce myself. My name is Bobby Bunten, and for the past 12 years I've been consulting for companies in the Fortune 500 on their contact centre and service operations. I know I look young, but I've led global service cloud implementations at some of the largest companies in the world and is a leader in the Salesforce consulting practice at Deloitte. I helped hundreds of consultants to prepare for and pass this certification exam. Even more importantly, I was also an architect on the review board for the service cloud exam. That means I actually wrote some of the real questions on the exam and helped review many others, so I know how to make a really strong practice question that will prepare you for the real thing. I'm working full time on building courses like this one because I want to help you accelerate your salesforce consulting career. And hopefully, I can also help you become an even better salesforce consultant or administrator. So jump in, get started, pick a section and go right through your first practice question. You can knock out an entire topic area in under 30 minutes, and with at least one topic area complete, you'll find some weak points, and you can dive in to shore them up. If you get stuck, I'm here to help. You can pass this exam, and when you do, don't forget to come back and let us know in the discussion board. So what you waiting for? Let's get going 2. Common Contact Center Systems: question one. What system is used in a contact centre to help manage adherents to average call, handle time and planned work schedule. Hey, customer relationship management system be quality management system. See Workforce Management system Where D automated call distribution system. The correct answer is C workforce management system. The workforce management system is the system used in a contact centre. Commanded the agents work schedules and to monitor how well the agents are adhering to those work schedules. The WFM system may also be used for forecasting future work volumes. You may also see WFM referred to as W fo, or workforce optimization. Now let's look at the incorrect answer choices. Customer relationship management system is the role Salesforce plays in the contact Center , so hopefully you were able to rule that one out. Be quality management system is the system used to record the agent interactions with customers, often including capturing video of the workstation screens. And it usually includes the ability to review particular customer interactions while filling out a check list or a survey form grading how well the agent did. The automated call distribution system refers to the system traditionally used to route phone calls to the agents. It also would usually contain rules around phone queues on hold, music or messages, and it's often also responsible for managing the agents current availability state. 3. Quality Monitoring: question two. What are the advantages of quality monitoring? Choose to a enables more consistent customer experience. Be increases agent job satisfaction See creates more jobs in the contact center or D increases accuracy of customer service. The correct answers for this one are a enables. A more consistent customer experience in D increases accuracy of customer service Quality Monitoring is the process within the contacts under involved in making sure agents are doing what they're supposed to on each customer. Interaction that helps ensure accuracy as well as provides a consistent customer experience because the customer can expect to be treated the same way, regardless of who they speak to when they call or when they tapped. And so the key purposes of that quality monitoring process are to ensure consistency and to ensure accuracy that the right information is being provided. Where the transaction there being handled, the way that they're supposed to be handled 4. Business Continuity: question three. What activities would be performed is part of a contact centers business continuity plan. Choose three a reroute cases to agents in another location, be disabled. Interactive voice response system. See cross train contingent staff on basic call handling de equipped selected agents with laptop computers, e place all data servers and the same building as the Contact Center. The correct answers for this one. And there's three r A, C and D. These questions that have three correct answers or some of the hardest ones because all of the answers are designed to be plausible. But if you read the question very specifically and read all the answers, there's some reason why you can eliminate two of the answers as being incorrect. Be disabled. Interactive Voice Response System The interactive voice response system where I've er, is the automated system that handles phone calls that are coming in. So press one for this press two for that, or the speech enabled versions where they just ask you why you're calling. So those systems are usually automated. Provide some level of support even if you don't talk to a live person. So in a business continuity situation, you'd actually want make sure that system was enabled because that could actually help answer some customer enquiries. Even if you're not able to answer their call with a live agent, he is not a terrible answer. There are some advantages you could have by co locating servers with the call center, but that doesn't provide very good business continuity. 5. Knowledge Centered Support: question for what is knowledge centered support. KCS Choose to a a set of standards for managing customer support. Be a method for social media support management. See a system used to manage a cues d a method for creating and managing knowledge. The correct answers for this one are A and D. K. C s is a method for managing your customer support process and your knowledge. I know some of you are looking at Answer C and saying that could be right to ethic use could be a type of knowledge. That's true. But the answer says a system used to manage if accuse and Casey s is not a system. 6. Customer Surveys: question one. A customer satisfaction survey could be implemented within service cloud by using choose to hey, an APP exchange package for surveys. Be Web two case in a case record type of survey, see the out of Box Survey Object D, a survey, cloud license and visual workflow. The correct answers for this one are A and B CND could be easily eliminated on this one. If you know your salesforce out of box capabilities that a box survey objects doesn't exist and there's no such thing as a survey cloud license Answer is correct. There definitely up exchange packages you can use for surveys Ansar Beit something that's in the study materials for the course. One way you can create simple surveys that by using a Web two case and then creating a record type within the case object that's called survey. It's an easy way to implement a simple functionality without needing to buy any extra software within the existing capabilities of salesforce dot com. 7. Case Automation: question seven Roberts Naval Shipping needs case status to be automatically updated to resolve 48 hours after the solution is sent to their customers. What feature would you use to enable us to use one? Hey, validation rules be assignment rules. See, workflow rules de auto response rules instead of this one is see workflow rules. Each of these other types of rules do exist, but they wouldn't be used in this scenario. So this is just testing your knowledge of basic salesforce functionality and how you'd use it within a service called context. You had her admin to a one certification. You should know how each of these types of rules is used. And it is expected on the service piled test that you have that basic knowledge. There will be questions that test some basic features like this and how they apply in a service cloud scenario. 8. Configuration: question eight. Both support agents and product managers need to participate in the case process. Cases must be updated as they move through the steps in the process. All changes to a case must be tracks in the case. Feed which configuration step is required for this implementation. Jews, too. A update. Case comments using a trigger be create lists views for each case Q and enabled Global Search. See configure case status values and set up feed tracking for cases de create contact roles in case teams. The correct answers for this one are See and D. This question is designed to test your ability to read a list of requirements and determine the best way to implement them. So when you get these questions, it's a good idea to use your pencil and paper that you're allowed to take into the exam to write out what the requirements are in a bulleted list and then work from there. So this is a question where it's easy to eliminate the wrong answers. If you read through the requirement statements and you can check off what's mentioned, what isn't in this case since it said you have product managers and support agents both participating. That's your cue that you're going to need something like case teams. That's why that's your key. That D is the right answer. There's no mention in here about contact roles, but that's still okay. There's no reason why that wouldn't work, or you wouldn't want to set that up just because you don't have to from what's given in this scenario. And since it's saying that everything is to be tracked in the case feed, that's why See is also a correct answer. There, See, involves configuring this case status values and setting it up for feet tracking. So those are good things you need to do in order to address the requirements that air in. The question B is incorrect because there's no mention of anything related to search in the question. Global search is usually on by default in new environments. Anyway, there's also no mention of any requirements around list views for cues in this question is incorrect because no mention of anything in the question that would require creating a trigger or any mention of case comments 9. Omnichannel: here we go with question for how could service cloud omnichannel be used in a contact centre? Choose one A as a replacement for open sea T I to round voice calls. Be as a method to auto route cases to an individual agent see as a replacement for case cues de as a method to integrate with social media channels. The correct answer on this one is B as a method to auto route cases to an available agent. Omni Channel is the name of a new feature in sales force that's just recently been released for Service Cloud that lets you route cases two agents from cues and have it pop up just like C T. I does for phone calls. It could pop up any object within Salesforce to that agent. There's more information available on that feature in the resource is section for this lecture if you want to learn more about it. But this is a great example of a question that was put in here. Just a test. Your knowledge of recent features of service clown A is incorrect on this one because Omni Channel isn't a replacement for open sea T I. You still need that if you're gonna connect toe do voice calls, See is incorrect because Omni Channel is not a replacement for case cues. You actually still use case cues when you're setting up Omni Channel so it doesn't replace the need for those D. A method to integrate the social media channels is not a completely incorrect answer. You could use Omni Channel in a way to do that, but that's not the primary purpose of it. And since there is a better option available here to choose from, which is B, that's why I d is the wrong answer. 10. Case Collaboration: get ready for questions. Six. A client has a need for multiple people. Toe work on the same case. How would you enable disability? Choose one. A. Multiple people cannot work on the same case. Be create a new Q and add the people to the Q. See Configure Service Cloud. To use case teams de set the case object to public so that all users can see cases. The correct answer for this question is see configure Service Cloud to use case teams. This is a question where several the answers are partially correct, but the best one is the one that most directly answers. The question that's described using case teams is a feature specifically designed to help multiple people work on the same case at the same time. Hey, is this not true? There's no reason why multiple people couldn't work on the same case. Be creating a que doesn't really help people collaborate on the same case. Do you have to do with record visibility? And it's tangentially related to this question but doesn't directly answer the question being asked. And since it's not the best answer, that's why you can rule that one out 11. Service Level Management: question. Two guilder industrial products is the world's leading distributor of cocaine powder. When there's a problem with a shipment, their contact centre must respond within one hour and resolve the issue within 24 hours. How can service cloud enable this requirement? A. Create a customization using apex classes and triggers. Be unable to configure entitlement management with milestones. See, use a formula field to calculate the response. Time or D is service cloud console to show a countdown timer. The correct answer on this one is B enabling configure entitlement management with milestones. What's being described here is exactly the use case for that entitlement management capability, and this is a question just designed to test whether you know that that capability exists. These other answers are in some way plausible. But the best answer of these is when you can use an out of box feature that exists in Salesforce specifically for that purpose. And that's why B is the correct answer here. 12. Case Entry Process: question three. A client has two different processes for creating a new case, depending on who is originating the case. One process requires 10 steps. The other requires three steps. Once the case is created, though, the layout looks the same for all the cases, regardless of which process was used to create it. How would you implement this requirement? A use visual forcing apex To create a case entry wizard B. Use visual workflow to create a case entry wizard. See use page layouts and record types to organize the case according to the process. Steps de. Use a custom data entry objects and related to the case using master detail. The correct answer for this one is B use visual workflow to create a case entry wizard. But these questions that have really long set ups and a lot of requirements listed out there I usually like to write down each of the requirements. That's in the statement, so I can then compare it against the answers that are below to try to forget what the right answer is. Sometimes it's hard to do in this kind of paragraph form of a question on this one. A is a plausible answer. You could definitely do it this way, But the reason it's not the correct answer is because if there's out of box solution that doesn't require coding or customization, that's usually going to be the right answer. Unless there's some reason why the out of box feature couldn't work in a scenario and be using visual workflow to create a case entry wizard, it's exactly the use case visual workflow is intimate for. And it would work great for this stuff to create a visual force page to enable entry of that case entry wizard. But that's still less customization than answer a see using page layouts and record types to organize the case according to process steps. Sounds plausible. At first, you could use page layouts and record types to address these requirements. But the reason that season correct is the statement around. Once the case is created, the layout looks the same for all cases, regardless of which process was used. If you set up different page layouts and record types for the different processes, that means you're gonna have identical pages you have to maintain going forward, and each time one of them changes you have to change the other one. So it's going to create some administration problems. And that's why that one is not the ideal answer. In this case, DE isn't correct. Prison involves creating another custom object that's related to case that just isn't necessary to accomplish the requirements. So it's an unnecessarily complicated solution that probably has a less than ideal user experience when you're finished. 13. Improving Cost per Case: question for R O U S Incorporated needs to improve its contact centre cost per case. What approaches would you recommend? A. Create macros to reduce average handle time. The Implement Validation rules to improve data quality. See create a customer satisfaction survey to improve loyalty or D enhanced knowledge articles to increase self service rate. The two correct answers are A and B. This question is presenting a business metric and then asking us what we would do to improve it. So first, it's important to make sure we understand what the business metric means. The question says contact center cost per case, which implies this metric only applies to cases which are handled within the contact center . So that would exclude issues that are resolved by users via self service or via field service, for example. And since it says cost per case, we can't just deflect calls the self service that might lower the total operational costs. But it wouldn't change what it costs a handle the remaining cases inside the contact center . So how do we reduce the cost per case? We have to look for ways to shorten the time it takes in order to resolve a case. So let's look for answer choices that would help to reduce the time per case. Create Mac rose to reduce average handle time using Mac rose in certainly speed up frequent or complex transactions, which can help agents to work faster. So this would help reduce handle time. In this case, implementing validation rules might not reduce the time it takes to handle a specific customer call. But if errors were made in the logging of that case, that could lead to the customer having to call back multiple times in order to get there. Issue resolved. Producing errors like that would reduce the total time spent on each case, which does lower the cost per case. Let's look at why the other answer choices are wrong. Create a customer satisfaction survey to improve loyalty. It would be hard to argue that improving customer loyalty is good for business just in general. But I can't think of how improving customer loyalty would directly impact the time I spend on each particular case. Reading feedback from the survey could, in the long run, help me to make process improvements which could lead to shorter handle times and that could reduce the cost per case, but that's a bit of a stretch from what was written in this answer. Enhanced knowledge articles in order to improve self service rate now, we already discussed earlier that just improving self service isn't going to do anything to help us reduce the cost per case. But if the question were worded differently, it could be a correct answer. If it had said enhanced knowledge articles to improve contact, center accuracy or handle time, then it could have been a correct answer. Good knowledge, content condemn definitely reduce the cost per case if your agents are using it. 14. Console Configuration: question five. Princess Bridal Products is implementing the console for service cloud. What action should they take to configure it? A. A sign it's user a service cloud feature license. Be configure the highlights panel for each object. See enable screen capture for front line agents. D Ensure Java runtime engine is installed on agents. Machines e configure Omni Channel to enable screen pops. The correct answers are A, B and E. It's important for this exam to be familiar with the service cloud console and the steps involved in setting it up. So I'd recommend if you haven't configured it before, that you set up a sandbox or a de Borg and set up a new service cloud console in that environment just to get some practice with steps involved. Going through that process likely give you the answer to a few other questions on the exam . Let's look at each of these answer choices assigning to user a service cloud future license . If you want to use the console, you do need for each user toe, have a service cloud license assigned to them. This is important to keep in mind for troubleshooting as well, because if the users don't have a service called License, and they try to access the service cloud console. They won't be able to see it in their apple ist or on the apple on screen. Be configure Highlights panel for each object. The highlights panel is the area at the top of the screen in the console that could display key information about a case or an account. You do have to configure this highlights panel with the key field. You want to see their Otherwise, it won't show up in the console when you open it. Configure Omni Channel to enable screen pops. Omni Channel is a recent addition to Service Cloud, and one of the new features of it is the ability to route cases and pop them up to an agent in the console. For example, if you're using email, the case or Web, the case Omni Channel can provide screen pops to your agents when a new email case has been routed to them. This used to be a common customization I had to do for my clients. Now Omnichannel can take care of it. Enable screen capture for front line agents. You might need to do this as part of setting up a new contact center, but it has nothing to do with the service. Cloud console Screen capture is not a feature of salesforce. You need some type of third party product in order to enable that ensure Java runtime engine is installed on agents machines. There may be other serum tools that do require things like Java runtime engine to be installed, but salesforce doesn't. The requirements for service cloud console are no different in the requirements for the rest of Salesforce. There's no need to install any software on your local machine in order to make it work. 15. Salesforce Console for Service: question two. What is not a feature of the Salesforce console for service? A. The multiple records on separate tabs at the same time, be access the consul. Be a partner community. See use an interaction log, which can capture case activities de access to computer telephony integration controls. The correct answer for this one is B access to counsel the partner community for this one. Let's go through each answer, choice and mark feature or not feature Be multiple records on a separate tab of the same screen. Ability for multiple tabs is a key selling point of the console and a main reason people use it. Let's say I'm an agent in a contact centre. I have a case open and I'm working on my case notes. Then I get a screen pop with new customer call. If I'm using the console for service, then that new screen pop opens in a new tab, leaving my current case notes still waiting there for me on another tab when I'm ready to go back to them. So a is definitely a feature. Be access to the consul via partner community. The council is designed for high volume users like those working in contact centers, so probably not great for portal or community users. Let's see what Salesforce has to say on the subject. Here's the help page on Salesforce consul implementation tips, and it says that you can't add the console to customer or partner portals, so answer. Choice B is not a feature of the service cloud console. See, use an interaction log, which can capture case activities. Let's look at the Salesforce documentation again to answer this one. Here's a help file walking through the steps to set up an interaction log for a sales force console, so it seems a good bet. That's a feature of the console de access to computer telephony integration. Since the council is designed for contact centers, it makes sense that it would be a feature. And a quick browse through the help again confirms that C. T. I saw. Phone access is part of the console, so that's three features in one, not a feature, and that's why B is the right answer 16. Variable Required Data: question one. Your client requires that before a case can be closed, the summary field and the case source field must be completed. Which Salesforce feature? Best addresses the requirement. A field level security Be organization wide defaults, see validation rules or D required fields. The correct answer for this one is see validation rules in order to pick the right answer for this one, I would start by rephrasing the question into Salesforce configuration. Speak. It says these two fields. Summary in case source must not be blank if the case is being set to closed. So how would I implement that requirement? For a client, the best way to make sure it feels gets filled in would be to make it a required field. But then the field would have to be filled in any time the record is saved and it does specifically say, before a case can be closed. So if the case is still open, I need the ability to leave that field blank and still be able to save the case. So that leads me to the next best option, which would be validation rules. By using validation rules, I can create a formula that will require that those two fields not be blank if the case status is being changed to closed. Now that I have a solution, I can look at the answer choices, and I see that validation rules is one of the answers. 17. Repair and Returns: question three. In what external system would you be most likely to find repair and returns Master data, a enterprise resource planning, Be commissioned management. See computer telephony integration or D workforce management? The correct answer is a ear piece. System repair and returns are common processes you'll find handled in contact centers, and I've got a problem with my laptop. I'm going to call Apple to have it repaired. And because repairing return operations are closely tied in with supply chain logistics and manufacturing integration to an ear piece system to access that data is pretty common. Of course, every company is different, and that's why the question here is worded with the words Most likely, let's look at these other systems and how they're typically integrated with Salesforce because you might see them come up on another exam. Question. Commissions management systems are usually tied in to the sales part of salesforce used by sales users. People who get paid based on how much they sell You might run into this in a contact centre if it's a sale center, or if the service agents receive some type of commission on cross selling products or on selling their own services. A C T I. System is integrated to salesforce to enable call control via cell phone, and it would usually store data related to the call volume. The related customer accounts the length of each call, the toll free number they called it might also contain email or chat data as well if they're using multi channel routing. A WFM system usually stores data about agents scheduling and adherence, so typically you'd find data like their work schedule, their vacation requests and their various skill levels. 18. Live Agent and Chatter: question five. What is the difference between live agent and chatter? Answers. A live agent has a license fee, while chatter answers is free. Be live agent is private, while chatter answers may be public. See Live agent is automated, while Cheddar answers is manual. De Live agent is out of box. While chatter answers is a package. The correct answer to this one is be live agent is private, While Cheddar answers may be public chatter, Answers is a feature of communities that lets customers ask questions to be answered by other customers. So by its nature, the questions they're asking our public and others concede them live Agent is used for private interactions between a customer and a customer service representative at a company , so those communications are more private. Of course, a record of that chat interaction is still stored in the case within Salesforce, so other people in the company can still access that communication. So it's not private. In that sense, it's still accessible to the company. Now let's look at the incorrect answers. It's true that live agent has a license fee, but chatter answers. It's part of communities and communities also has a license fee, so there's an extra charge from both of these. See, Live Agent is automated, while chatter answers is manual. Both live agent and chatter answers require humans to be involved to make them work. So I wouldn't consider either one of these to be automated, Certainly not live agent, where you have to have an agent. They're ready to answer the question de both chatter, answers and live agent or out of box features. Live Agent does require you to notify Salesforce to have it turned on, but it's still out of box. Neither feature would be considered a package and salesforce terminology. A package usually refers to something that you download via a link or via the APP exchange to install into your environment that can be managed or unmanaged. 19. Open CTI: question six. What is Salesforce Open? SETI I A. A manage package for integrating with telephone systems. Be an integration framework based on Java script. See a way to extend the capability of the console for Service D. A. Call routing engine for Salesforce Omni Channel E. A set of tools to create customizable soft phones. The three correct answers are B, C and E Open. C T. I. Is the Salesforce framework that's used to enable soft phone controls within salesforce, enabling agents to interact with their phone system and to receive screen pops when a new call arrives. The framework is based on JavaScript, which allows the soft phone to communicate with Salesforce through the browser without the need for any software. Let's look at the incorrect answers open SETI I is used to integrate the phone systems, but it's not a managed package. However, it is possible for C T I companies to create a Minutes package, which makes use of open city I de open C T. I is not a routing engine. It's similar to Omnichannel and that both can deliver a screen pop to an agent. But open city I is not a call routing engine. The telephony system still must provide the call routing 20. Agent Assisted Inquiries: question for Montoya, Incorporated wants to reduce the total number of agent assisted customer enquiries they handle. Which interaction method would provide the greatest reduction and total customer enquiries ? A live Tet Be Web two case C. Webb Self Service or D email to case the correct answer for this one is C. Webb Self Service. The key word in this question is agent assistant. If they want to reduce their number of agent assisted enquiries, the best way to do that is by removing the need for the agent Web. Self service implies that a customer is finding their own answers through a Web portal or community without the need for agent intervention. And why are the other answers incorrect? Live chat requires an agent to be communicating real time with the customer. So that's still requires agent intervention. Be with the case, requires that a case be created and that has to be routed to a person to be handled. So there's still agent intervention there, too. In de email, the case is the same as Web. The case. The email has to be sent in, and someone needs to respond to it, so they're still agent intervention required there, too, 21. Communities: question two. Which of the following are true of a community? A. A community is a new feature of the customer portal. Be a community is less expensive than a customer portal. See, a community is a replacement for chatter groups or D. A community could be created based on an existing portal. The correct answer to this one is D. A community can be created based on an existing portal. He is correct because existing portals can be converted over to a community. Salesforce provides instructions on how to do that conversion. It's irreversible, though, so once you do it, there's no going back to the old portal. Let's look at why the other answers or incorrect A is incorrect because communities is not a feature of a customer. Portal communities are the next generation of customer portals, and their replacement for it B is incorrect because the pricing of both communities and portals varies greatly from company to company. The exam would never expect you to know pricing information anyway about any product, because that pricing changes over time and it can be unique so they wouldn't test you on. That See is incorrect because communities do not replace chatter groups, chatter groups can still be an important part of the community user experience 22. Live Chat: question three. Your client has asked you to enable live chat as a new interaction channel. What is a step to enable life chat? A Contact salesforce to enable live agent be installed. The Hiroko Chat Agent supervisor console See configure workflow rules to route each chat type de set up chatter answers in a community. The correct answer for this one is a contact salesforce to enable live Agent Live Agent is an out of box native Web chat solution for Salesforce, but there is an extra license costs for it, so you have to contact Salesforce in order to enable it in your work. Now let's look at the wrong answers. Be installed. The Harajuku chat supervisor console there is a supervisor console is part of Live Agent, but it doesn't require installation and has nothing to do with Roku. Hiroko is a Web hosting product owned by Salesforce that's now part of the Salesforce App Cloud. See configure workflow rules to route each chat type. When you set up live agent, you'll have some configuration to do to determine your skill rounding, but you don't use workflow rules to do that. Live agent has its own method for handling the routing of chat requests, de set up chatter answers in a community. This answer is intended to test if you know the difference between chatter and chat. Cheddar Answers is a feature of communities that lets customers ask questions and get responses from other community members. Live Agent is used for live private interactions between a customer and a service representative. 23. Email Management: question one. Your client requires the ability to receive customer emails, but without installing any additional software on the existing email servers, which service cloud feature Best addresses The requirement. A wet the case. Be Omni Channel, see on demand email to case or D email to case the correct answer is C on demand. Email to case one of the objectives of this exam is to differentiate between Web two case and emailed to case. And this question is a variation on that testing. Whether you know the differences between regular email to case an on demand email to case on demand, email to case involves redirecting or fording an email to a sales force provided email address. Then Salesforce processes the email and it shows up in your salesforce work. This is a key difference compared to de regular email to case the standard emailed, a case is installed on a server like an exchange server. Then it pulls the email server and connects the sales force to create the cases in your organ. No email traffic needs to be sent outside of your company in order to get the cases into salesforce, so it's more secure if you're using email the case for internal company communications, like handling emails from employees. But it does require software to be installed, so that rules out option D. Since the question specifically states that you can't install any software and then choices A and B can easily be ruled out because Web the case, an Omni Channel don't provide any functionality for receiving inbound emails. You may see questions on the exam about email, the case or Web. The case file attachment size limits, so make sure you study those limits before you take the exam. 24. Integration to the Case Management Process: question one. What is one way that knowledge can be integrated into the case management process? A. Cases could be automatically converted to knowledge articles. Be knowledge search could be pre filtered based on a case category. See, knowledge can be predictably searched. Based on trending live topics. De speech analytics can be used to search based on live conversation. The correct answer is B knowledge can be pre filtered based on a case category. By using the knowledge sidebar component and mapping knowledge data categories to category values on the case. You can pre filter your knowledge searches when you select from a pick list on the case details screen. Let's look at the incorrect choices. A cases could be automatically converted into knowledge articles. You can give agents permission to create knowledge articles, but currently there's no setting that would enable automatic creation of articles from cases. It still requires humans to do that work. See knowledge could be predictably searched based on live trending topics. Something like this might be coming soon, but it's not here yet. Currently, you can search the knowledge base based on a search term that you enter, but today there's no way to alter knowledge search results based on trending topics. De using speech analytics to search based on live conversation sounds like a compelling feature, but it's not something offered by Service Cloud just yet. It can search knowledge automatically based on a subject line you type into a case, but there's no voice recognition for now. 25. Knowledge Content Migration: question for what must be done. In order to migrate an existing knowledge base to salesforce knowledge, a article history must be converted to a C S V file. Be articles containing images must be in an HTML format. See articles must be re authored manually in Salesforce or D. Articles must be spell checks to avoid import errors. The correct answer is B. Articles containing images must be in an HTML format. You can see here in the instructions for migrating knowledge articles, it specifies that articles with images must first be put into an HTML format. These steps for migrating knowledge make their way into many exam questions, so it's a good idea to be familiar with these for the exam. Now the incorrect answer choices a article History is not something you would migrate with your knowledge articles, so it is not possible and therefore incorrect. See articles must be re authored is incorrect because articles can be migrated. However, it is possible if you're doing a very simple migration of only a few articles, it could very well be easier just to go ahead and recreate those articles manually in Salesforce. So this answer is plausible but it's not better than be de spell. Checking knowledge articles is always a good idea, but having misspellings wouldn't create any errors during the import process so we can rule out D. 26. Features of Salesforce Knowledge: question two. What is a feature of salesforce knowledge? A Support for article body text to be automatically translated. Be ability for users to rate articles on a scale from 1 to 5 stars. See support for automatic approval processes during article. Authoring de attaching of articles to case emails as a Microsoft Word doc E ability to archive articles when they're no longer needed. Choose three. The correct answers are B C and E. Answer. B Rating articles based on the scale of 1 to 5 stars isn't out of box feature of Salesforce Knowledge Knowledge managers can run reports based on these ratings. Help identify articles in need of improvement. Answer. See support for approval processes for article Authoring is a feature of knowledge. You can set up an approval process for knowledge similar to the way you would for other objects and salesforce. And this is a great way to give agents a chance toe author their own knowledge articles and still allow for a technical writer to provide some review of those articles before they get published. Answer. E archiving of articles when they're no longer needed is a feature of salesforce knowledge . The Knowledge Manager could go into articles manually and archived them when they're no longer needed. You can also set up an archive date in the future when you wanted article to automatically be archived when it's no longer needed. Archived articles can still be searched by your knowledge managers and used to create new articles to be republished. The two incorrect answers were A and D. A automatic translation is not supported by salesforce knowledge, however. It does have the ability to enable to have a translated version of articles into different languages. But you still need humans to do the translating part. De attaching articles as Microsoft Word Docks is not supported, however, you can attach articles to case emails as pdf documents. 27. KCS and Archiving Articles: question five. MLT Incorporated is practicing KCS in its Contact Centre. Certain call center agents have been given authority Toe archive, out of date knowledge articles. How can this be enabled? A. Create a knowledge manager permission set and assign it to each agent? Be create a public group and assign the archive articles action to it. See, create a custom archive articles button and a sign it via profile De Create a chatter group and assigned the archive articles. Action to it. The correct answers are A and B. This question is describing one of the ways in which salesforce knowledge is unique from other objects. Within Salesforce, the ability to perform certain actions on articles like archiving them is tied to public groups. So you need to set up a public group and then add members to it. And then you take that group and assign the knowledge action of archiving articles to that group. So if I want to let my agents archive old knowledge articles, I would first create a public group for Knowledge Archive Er's. Then I would have signed the archive articles action to that group. Now we just add the agents to that public group and they'll be ready to go. The incorrect answers on this one would be tricky for people who know Salesforce but haven't worked with Salesforce knowledge before. So let's look at each of those Answer C. Creating a custom button and putting it onto the knowledge article is a customization option that's going to require apex development and visual force, and so we can go ahead and rule it out right there if there's any out of box option available in one of the answers, Answer. D is confusing chatter groups with public groups, cheddar groups or what you used to group conversations by topic and by participants. In this case, it's public groups that we need not chatter groups. You can't assign article actions to chatter groups. 28. Knowledge Visibility: question three. Your client has a call center where the agents need to see extra information in public knowledge articles that the customers cannot, such as instructions on routing the case type correctly. How would you implement this? A. Use a data category of public article with an agent Instructions field using field level security. Create to article types of public article and internal article with different profile visibility. See create to data categories of public article and internal article with different profile visibility or D. Use an article type of public article with an agent instructions field using field level security. The correct answer for this one is d. Use an article type of public article with an agent instructions field using field level security article types within Salesforce knowledge are used to create templates for articles. All the articles and an article type will have the same fields and layout. So to meet these requirements, we can use an article type that we name public, which we can make visible to public users and to internal agents. Then we can add a field to it that we call agent instructions, and we can use field level security to make that field Onley visible to internal users with certain permissions. Now, when a customer reviews an article from the public website, they won't see the agent instructions. But if the agent pulls up the article in their service cloud console, they will be able to see that Agent instructions field and take action. Why are the other answers incorrect? A. Says use a data category of public article dated categories are just a way to categorise an article based on the topics. But you can't create field sets specific toe one data category, so there'd be no way to add an agent instructions field just on that one data category. So a is not the right choice, B says. Create to article types one for public one for internal articles. This approach would technically work. You could make one article type visible only on the website and one article type only visible in the call center. The problem with Choice B is then you would need to create and maintain two copies of every article. That means if I want to go back and make a change to a public content of an article, I also have to make sure, I go and change the corresponding private version of that article for the agents, and I can pretty much guarantee that if you're doing it this way, you're going to end up with articles that are out of sync from the public version to the internal version. See, it's similar to be accepted, suggesting to use two different data categories, but you still end up with the same problem. You'd have two different versions that something you have to maintain because you'd have to have two different articles with each of the different categories. Tag to them. And so you have to maintain the content in two different places, and it would inevitably get out of sync. So D is the best option here, and we'd be using salesforce knowledge the way it was designed and intended to be used. 29. User Adoption: question one. Your clients. Last context in our deployment failed due to poor user adoption. What would you recommend should be done during your implementation to ensure better adoption this time a side by side observation within users before build, be automated tests using Lode Runner software. See creation of integration test cases and scripts or D execution of a user acceptance test . The correct answers are a nd if you want to achieve strong user adoption, the most important thing is to keep users involved during the implementation as often as you practically can. There will always be users who require extra motivation, but most users will adopt a new system if they understand and accept the reasons for implementing the new system, they get to participate in the system design. They get to see results from feedback they provide, and the system makes their work easier or more productive. Answer a side by side observation with the end users before you build, enables your implementer zoo to see how the users do their job and what causes pain for them Today. By doing these observations before building the new service cloud solution, you will better understand what configuration is going to make visible impact to your users . For example, let's say that during your side by side, you see that the agent has to send tailored email case summaries to the caller. After every call, you noticed that the agent has to keep the email templates and Microsoft Word documents. And then for each color, they manually edit them to fill in customer details. Then you could make sure that in your first release, you include email templates and macros to make the agent more productive. By addressing this one issue, you've increased the chances of good user adoption After go life and continuing to answer D , you can execute a user acceptance test toe. Have the users try out the system. This will give you more feedback on features they like and don't like, but it will also help generate excitement about the new system. When the users see their feedback was included in the design, and it will identify any red flags to adoption before you go live. Now the incorrect answer choices answers. B and C are both good practice for the testing phase of your project, but these steps do not tied directly to user adoption. Automated tests will help speed up your testing process and creating integration. Test scripts will ensure thorough test coverage during your integration testing, but neither of these tied to user adoption as closely as A and D. 30. Project Planning Phase: Question two. During the planning phase of the project, your client has asked you to help articulate the key product objectives, approach, scope and timeline. What document might you create? Toe? Answer this request. A draft solution. Design B Project Charter See Deployment Training plan or D Project Kickoff presentation. The correct answer. Zarb E N D. B Project Charter is a document that outlines the project objectives, scope, timeline and deliverables. It would typically be prepared at the beginning of the project and shared with the project team, and it's often created as a word document. D, A project kickoff presentation usually contain similar content to the Project charter, but it's usually structured into slides specifically to use during a kick off meeting with the project team and with project stakeholders. Now the Incorrect Answers a solution Design document. Usually described processes use cases and key elements of the configuration and customization. It typically is created during the design and build phase of the project, not during project planning. See a deployment training plan outlined your approach and logistics for end user training that would usually be assembled toward the end of your build phase or during testing 31. Deployment Approach: question three Sportsmanlike Stone Works LLC is preparing to deploy service Cloud to its contact centers. It operates globally, 24 7 has three centers serving different regions, and the same implementation team must support all the centers. What deployment approach makes sense a big bang deployed to all agents simultaneously be deployed. Experienced agents first, then two new agents see the play a pilot, then phase rollout to each country or D deployed a Tier one agents first, Then here, too. The correct answer is C to play a pilot, then phase rollout to each country. The approach to deployment is usually a controversial topic During an implementation. Business leaders may want to push for an aggressive deployment in order to realize benefits sooner. But operations leaders may push for a careful, stretched out deployment to minimize disruption. Since this centre operates 24 7 and three different regions and must be supported by one deployment team, the approach that makes the most sense would be one that lets that deployment team traveled to each region the fewest number of times and still allows them to provide on site support during the go life. So Option C is the best approach option. A big bang is sometimes unavoidable due to other product constraints. But Big bang go lives generally have the highest risk and should be avoided whenever possible, particularly in contact centers where costs are tracked down to the second option. B may be possible in some scenarios, but in this case, that would result in the deployment team needing to revisit each center multiple times. And it would also result in agents on the same teams having to work in two different systems, which can cause communication and logistical difficulties. Option D deploying two tier one, then tear to assuming that every location has Tier one and Tier two would also require that employment team to make multiple trips around the world. And it would likely lead to problems with handoffs between tears one and two. So that's why, see, is the best answer 32. Project Phase Identification: question for in what project phase would you validate that the order details in the arm a system matched the data captured by agents in Service Cloud A system integration test phase Be performance test phase, see user acceptance, test phase or D build and unit test phase. The correct answer is a system integration test phase system integration Testing is the phase where you typically would test that data is flowing correctly from salesforce, toe other systems and from other systems back into salesforce. Be performance testing is when you typically would test that the system transactions are taking the expected amount of time. So the focus during performance testing would be on how long it takes for data to be reflected in different systems. See user acceptance. Testing may involve some data validation, but the focus of user acceptance testing is usually more toward looking feel the system and that the process works for doing their job. De building unit tests would likely involve some checks of data passing between two systems , but unit testing usually focuses on testing functionality within a particular system. The more rigorous data flow testing is usually saved for system integration. Test every project is different, and you may have seen implementations that worked a different way, so you can expect these implementation strategy questions to reflect what is most typical or industry standard. So try not to get into exceptions. You might see on one project and just focus on how you would logically expect things to work on the average implementation for the average client. 33. Agent Assisted Interactions: question one. Miracle Max has a goal to decrease total agent assisted interactions by 20% this year. What report could you create? Help impact this metric a percentage of cases with an attached knowledge article. Be percentage of cases originated via chat versus via phone. See count of cases with two or more agent interactions or D percentage of public articles with a rating below three stars. The correct answers are C nd. Since the question states that Max wants to decrease agent assisted interactions, we need to look for answer choices that would specifically measure either agent, assistant inquiry volume or the effectiveness of self service. See count of cases with two or more agent interactions is a good choice, because that report could help Miracle Max improve his first call resolution by investigating why those cases required more than one agent interaction and acting on that information to improve his first call resolution, you can hopefully reduce his total agent interactions. De percentage of public articles with rating below three stars provides an indication of the public knowledge base quality. One of the most effective ways to reduce unnecessary agent interactions is to have an effective self Service Knowledge Base Articles getting rated one or two stars are not solving customer issues, so improving the average star rating over time should correlate to a decrease in agent assistant interactions. The other two answers air Incorrect because they do not show actionable data that could directly drive agent interaction. Metrics. Percentage of cases with an attached knowledge article indicates adoption of the knowledge base and how often agents are finding relevant knowledge. But a change in that percentage doesn't necessarily indicate anything good or bad about the total volume of agent assisted interactions. Percentage of cases originated via chat versus phone would be useful if Max was trying to drive customers toward one or the other. Chat is usually a lower cost way to support customers, but it's still agent assisted. And since we're going after reduction and agent assisted interactions, we should be more interested in how often customers are serving themselves the A Web. Instead of worrying about phone versus chat 34. Chat Team Performance: question two. Wesley is a supervisor of one of six chat teams within a contact center site. What report would help Wesley to monitor his team's performance? A total site case is closed today. Grouped by category. Be count of articles created, grouped by category, see Total site case is closed today. Grouped by SUPERVISOR or the count of articles viewed today Grouped by Channel, The correct answer is C Total site. Case is closed today, grouped by supervisor Since Westley is interested in monitoring his own team's performance , a report of all Cite cases grouped by supervisor would show him how many cases his team closed compared to the other five chat teams. This report would help Wesley gauge how effective his agents have been today at resolving enquiries. Ideally, you should also compare it against the number of cases open today as well to get a more complete picture of what's happening now, The Incorrect Answers Total Site case is closed today. Grouped by category would tell Wesley nothing about how his team specifically performed because all the data for the six teams would be co mingled. Count of articles created, grouped by category would have the same problem, there'd be no way to distinguish articles created by Westley Steam from articles created by any other team. The articles viewed today by channel also would give Wesley no visibility into his own team's performance. So C is definitely the correct answer on this one, since it's the only one groups to show his own team's performance. 35. User Adoption Dashboard: question. Three Buttercup brands recently deployed Service Cloud. The management team wants to know how well the solution is being adopted internally across the company. What Weekly metrics would you put on their adoption dashboard? A Count of knowledge articles created B percent of users with last log in less than one day . See count of email case is created. De Count of knowledge articles viewed to be a community e count of cases closed per agent. The correct answers are A, B and E. We're looking for metrics that would indicate that users are using service cloud and they're using it effectively. Count of knowledge articles created gives an indication of how much new knowledge content is being developed and organizations following KCS practices. Everyone is encouraged to contribute as much as possible to the growth of the knowledge base. And while we don't know if Buttercup Brands expects people to be creating lots of articles , we can safely assume that this metric would provide some insight into overall system. Adoption percent of users with last log in less than one day also provides some insight into the overall adoption picture. Well, logging statistics can be misleading if looked at in isolation. They are a good thing to track in combination with other data, particularly in a contact centre. If users aren't lugging in at the rate expected, there could be a need to investigate further. E kind of case is closed for Agent tells you that agents are getting work done and agents with few or no close cases may be struggling with adoption. They may be forgetting to close out cases when finished or it could be they're not even logging them in the first place. So what's wrong with these other answer choices? See count of email cases created. Assuming Buttercup is using email, the case provides no indication of agent adoption. The case is air created when the emails arrived so they would be created even if no one were logging in tow. Work on them. Count of email cases being closed, on the other hand, would be a lot more valuable. The count of knowledge articles of you'd be a community but tell us nothing about our user adoption, since articles being viewed via community are most likely being viewed by customers, and the question specifically says that management is interested in internal user adoption 36. Reporting Integration: question one. Your client wants to integrate its contact centre data from other systems with service cloud data for reporting purposes. These systems include telephony. I've, er, wfm and quality assurance. What integration approach would you recommend? They create a nightly batch integration toe load external data into salesforce objects. Be creative reporting integration using salesforce wave. To view the external data, see use open SETI I to integrate the service cloud console with the external data, he create a nightly batch to export salesforce data into a data warehouse containing all the data, the correct answers Air B and D. As a consultant, you could recommend either of these correct answers or both of them, depending on the specifics of their needs and their budget. Be using Salesforce wave would enable you to visualize the data from other systems without having to bring it into Salesforce and D would allow you to merge the data from Salesforce with the data from the other systems into a data warehouse. But both BND avoid the major design. No, no of importing a bunch of data into salesforce just to be used for generating reports. Salesforce is intended to be a transactional system, a system which contains the data needs to perform your main service process. It's not ideal as a solution to store a bunch of data just to be used for reporting. There are limits on the amount of data storage within salesforce, and it can be expensive to increase those limits. Also, there could be some performance issues introduced if you load millions and millions of records into salesforce. Telephony systems in particular generate a ton of data records. So it's better to either mash up the data from different sources using something like Salesforce wave or export the data along with the data from those other systems into a data warehouse. So that means Option A would not be the best answer here, since it would require bringing all that data into Salesforce and answer c Open City. I would not work since open SETI I's designed for real time integration of soft phone controls and screen pops. It's not used for this type of data integration 37. Legacy Data Migration: question two. What criteria could be used to select what cases should be migrated from a legacy system into a new service cloud environment? A case is with the close date less than one year. Be cases with a C set rating above 80%. See cases with knowledge articles attached or D cases with file attachments greater than one gigabyte. The correct answer is a cases with the close date less than one year. Well, every client is going to have their own specific needs when it comes to migrating data. As a general rule, the gold with data migration should be toe only migrate as much data as is needed for agents to continue doing the day to day work effectively. That means load on Lee the data that will provide some benefit to the agents. It would be reasonable to assume a customer would call back within a year and ask questions about an old case. The time frame may vary, but using case closed date is fairly common. Options B, C and D do not appear to provide criteria that would help limit the cases to the ones most likely to be needed again by agents for their day to day work. In the absence of a more specific requirement, they can all be ruled out. You may be thinking, What if I don't migrate old data, but it's needed for some purpose again? Well, often the rest of the legacy data could just be migrated into a sequel database or some other storage mechanism where it can be retrieved if it's ever needed. That could be for legal or regulatory reasons or in some kind of investigation on a specific customer inquiry. If the data is needed, it could be escalated to someone with the necessary access and skills to retrieve it. 38. Legacay Migration Criteria: question three. What factor should influence the decision of what data should be migrated into a new service cloud environment? A. The expected use cases for the historical data be the degree of similarity and data model with the old environment. See the need for long term legal retention, de feelings of concern expressed by the call center managers. E availability of alternative historical data access options, the correct answers or a B and e Answer. A is good because the consultant should always understand how the system will be used. And if you're going to be doing the work of moving the data, there should be a clear understanding of why that data is needed and how it will be used. If the answer is that we don't know why we need it, but we just want to be safe. The Net data should not be migrated into service. Cloud answer. Be degree of similarity of the data model is worth considering, because transformation of the old data could take a lot of time and effort. If the data models are drastically different with system implementations, time is money, so you could blow your whole budget, transforming data if you hadn't considered the time it would take. Answer. E availability of alternative data access options is good to consider, particularly if the data will be infrequently accessed, such as for an audit or a court order. If the old system could be left available for a few people to continue accessing it, that may be good enough. Or if the data is also available in a data warehouse or already backed up in a database, then it may not be worth the extra effort to migrate it. If the legacy system must be retired and there's no other good place to keep that data, then you may have to consider bringing it all into Salesforce. 39. Case Data Quality: question for what method can be used to improve data. Quality of case records in a contact centre using service cloud a implement data dot com to cleanse case records automatically. B Use a case trigger toe. Warn users of possible duplicate cases. See use visual workflow to guide agents through case creation. DE Use a formula field to check for similar cases before creation. E used validation rules to enforce data entry standards on cases. The correct answers are B, C and E Usually had two big concerns. When it comes to date, equality are making sure that data's filled in correctly and avoiding duplicate data. Answer. Be using a trigger to warn of possible duplicate cases would be helpful to avoid duplicate data being created, and this is an appropriate way to use a trigger. A trigger would allow for a set of criteria to be checked based on your client's specific business process. Answer. C could accomplish the same objectives. B With the added benefit of guiding the agent through case creation. By using visual workflow, the agent could be stepped through all the necessary case data, helping to improve the completeness of the data as well answer E. Using validation rules to enforce data entry will help to avoid fields being left blank or invalid number formats being used for a product serial number. For example, Why are the other choice is incorrect? A. While data dot com can be used for cleaning customer account records. It's not used for case records are questions specifies that we're improving the data quality of case records. Using a formula field to check for similar cases would be great. But formula fields are very limited and what they can do, they can only check that one record and records associated to it via look up fields. It wouldn't be very helpful in identifying other cases that have been created by other people. 40. Batch Integration: question five. What system would typically be batch integrated to a service cloud Contact center. A optical character recognition Be telephony firewall, See high density storage or D customer data warehouse. The correct answer is D Customer Data Warehouse, a customer data warehouse. It's frequently used to combine data from any number of operational systems into one place to be used for reporting and analysis purposes. Often times since the data is used for analysis, the integration method is a batch integration. Sometimes it's once per day or once per hour. These other systems are just. There is distracters. None of them would typically integrate directly to service cloud at all. A optical character recognition could refer to a system used to scan paper documents into electronic data in businesses like insurance claim centers or tax collection. You might see these types of systems being used in the scanning of those documents. A telephony firewall. It's something used for voice over I P telephony systems. It's part of the network infrastructure and doesn't really interface directly with salesforce. High density storage typically refers to a movable shelving system that's used where paper documents are stored for record retention purposes. He's also are common in paper heavy centers like a human resources centre or maybe an insurance claim center 41. Transaction Volume: question six. Montoya Consumer Products Incorporated is implementing service cloud that typically handle 50,000 customer enquiries per day. What should they consider during implementation? A sick advice from the Salesforce large data volume team Be implement three awards to balance the data volume. See place of daily limit on the number of enquiries they handle or d implement an on premise solution instead of salesforce. The correct Answers. A seek advice from the Salesforce large data volume team. The large data volume team is a team that consult on implementations where there's a need to migrate a large amount of data or where the daily transaction volume is expected to be high. They will evaluate expected data volumes and recommend if any specific actions should be taken to make sure the solution is being designed correctly to handle that volume of data. The specific definition of what constitutes high is always evolving as the platform capabilities get stronger. So when in doubt, just check with their Salesforce account team and they can help you decide if you need to involve that high data volume team or not. Let's look at the incorrect answers. Be implementing three works the balance out data volume doesn't really accomplish anything . Since Salesforce's a cloud solution, having three org's would likely have the similar net impact on the platform is having the one work. If it's been properly evaluated by the large data volumes team see place a limit on the number of enquiries they handle. I'll just say that if you thought that would be the right approach, I would invite you to try mentioning that to a client business leader and see what they say . No business wants to limit how much work they can do based on a system concern, and this just isn't necessary. If the solution is designed properly de, it's a safe bet that a Salesforce exam would never be recommending that someone implements something other than Salesforce. Also, on Promise Solutions have the same sizing considerations that Salesforce does anyway when dealing with large transaction volumes