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Free Salesforce Service-Con-201 Exam Questions (page: 11)

Page 11 of 59
PDF with 290 Questions

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

  1. Path for Cases
  2. Escalation Rules
  3. Einstein Next Best Action

Answer(s): A

Explanation:

To assist a Tier 2 service representative in taking over case processing from Tier 1 and understanding the troubleshooting progress, "Path for Cases" is recommended. Path visually guides agents through the different stages of a case, providing them with the necessary context and guidance at each step. This feature helps in streamlining the handover process and ensures that Tier 2 representatives are immediately aware of the actions taken by Tier 1, enhancing efficiency and case resolution times.



The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.

Which solution should a consultant recommend?

  1. Use Data Loader periodically to assign these cases to a default owner.
  2. Create a case validation rule to ensure cases are owned by a user when closed.
  3. Create a case assignment rule to ensure cases are owned by a user when closed.

Answer(s): B

Explanation:

To address the issue of closed cases still owned by a queue, implementing a case validation rule is the most effective solution. This rule can enforce that cases must be transferred to an individual user's ownership before they can be marked as closed. This ensures data accuracy in reports and helps in evaluating agent performance more reliably, as cases will correctly reflect their final ownership status.



Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service

Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.

Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?

  1. Focus on scalability for handling high inquiry volume.
  2. Work on integrating with social media platforms.
  3. Emphasize continuous monitoring of chat.

Answer(s): A

Explanation:

When implementing chatbots to improve customer support operations, prioritizing scalability is crucial. Scalability ensures that the chatbot system can handle a high volume of inquiries efficiently, without compromising response times or customer experience. This focus helps in managing peak periods and growing customer bases, making chatbots a sustainable solution for enhancing support operations.



Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.

How should a consultant accomplish this?

  1. Standard Web-to-Case with assignment rules
  2. Omni-Channel with prioritized queues
  3. Standard Email-to-Case with assignment rules

Answer(s): A

Explanation:

To enable customers to log cases with structured data and route them based on urgency and product line, using Standard Web-to-Case with assignment rules is recommended. This feature allows for the creation of web forms that customers can fill out, which then become cases in Salesforce.

Assignment rules can then be used to automatically route these cases to the appropriate teams or agents based on predefined criteria, ensuring efficient and relevant case handling.



Universal Containers has a well-defined support process for cases which includes the following statuses:

* New

* Assigned

* In Progress

* Waiting On Customer

* Closed

The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.

Which report type should the consultant consider when collecting data for the support manager?

  1. Case Lifecycle
  2. Cases with Milestones
  3. Case History

Answer(s): C

Explanation:

For analyzing the duration cases spend in each status, the "Case History" report type is most suitable. This report tracks all changes made to a case, including status updates, providing a detailed timeline of a case's progression. This data enables the support manager to identify bottlenecks or stages where cases are delayed, facilitating targeted improvements in the support process.



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