EMT Practice Test

1. Question Content...

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Question1: Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

Question2: The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)

Question3: Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in forsupport. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

Question4: Which of the following utilize the "Automated Case User" (Choose 3 answers):

Question5: The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

Question6: One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

Question7: When a Self Service Portal User adds a Case Comment the following actions take place:

Question8: Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

Question9: UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

Question10: A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

Question11: UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status ofthose inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

Question12: 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. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

Question13: The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

Question14: What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

Question15: The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

Question16: 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?

Question17: Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containershas implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

Question18: Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould a consultant recommend?

Question19: UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

Question20: Which solution can be used to improve call deflection?

Question21: 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 solutionshould the Consultant recommend?

Question22: Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

Question23: Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

Question24: How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

Question25: Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

Question26: Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

Question27: Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

Question28: Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

Question29: Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured tomeet this requirement?

Question30: Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

Question31: What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

Question32: Universal Containers (UC) is updating theService Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

Question33: Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

Question34: Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

Question35: Which technology will allow a client to enable ideas on a public website? There are two correct answers.

Question36: What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

Question37: UC is in the process of implementing ServiceCloud. In which order should the data be migrated?

Question38: A customer isplanning a Service Cloud implementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

Question39: Which method can be used to route cases from social channels?

Question40: UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

Question41: Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

Question42: At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of thesecases?

Question43: Universal Containers would like for article to be different channel for social interactions.
What solutionshould a consultant recommend?

Question44: The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?

Question45: Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

Question46: UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

Question47: Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

Question48: Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc).Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?

Question49: Universal containers is migrating from classic knowledge to lightning knowledge usingthe lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

Question50: Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)

Question51: Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.

Question52: Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRsare closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers

Question53: Universal containers is in the process of setting up abusiness-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

Question54: A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

Question55: The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

Question56: Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

Question57: Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

Question58: A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?

Question59: Universal Containers has determined that case list views are slow to load because ofthe large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers

Question60: When a Self Service Portal User adds a Case Comment the following actions take place:

Question61: A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML andcontain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

Question62: A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?

Question63: The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

Question64: 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? Choose 2 answers

Question65: A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which featurecombination will ensure that cases are efficiently handled by the most appropriate representatives?

Question66: When migrating data from an older system to a new one, what steps should be taken? Choose2 answers.

Question67: Universal Containers wants to track customer satisfaction (CSAT). Which solution willautomate the process for support agents to survey customers when cases are closed?

Question68: Ifa 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?

Question69: Universal Containers needs to ensure itis staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containersneed in order to gather this information? Choose 3 answers

Question70: Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address thisrequirement?

Question71: Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

Question72: Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

Question73: Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

Question74: Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers

Question75: Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

Question76: A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, andreal-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

Question77: What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

Question78: What are two design considerations for a Live Agent implementation? Choose 2 answers

Question79: A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?

Question80: A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have tomanually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

Question81: A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

Question82: A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?

Question83: Universal Containers has Technical Support andgeneral Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

Question84: Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

Question85: A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

Question86: In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

Question87: Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

Question88: The Universal Containers Contact Center has Customer Support Agents who speakSpanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

Question89: Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

Question90: A support agent has a detailed question about productfunctionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

Question91: Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

Question92: The contact center at universal containers wants toincrease its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

Question93: What process is a use case for Visual workflow? Choose 3 answers

Question94: Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

Question95: What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

Question96: Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

Question97: Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

Question98: 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 themigration strategy?

Question99: What statement is true about the Salesforce Knowledge article lifecycle?

Question100: Universal containers hasimplemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

Question101: Support Managers have requested the ability to provide real-time feedback to Agents duringcustomer chat sessions.
What feature should a consultant configure to meet this requirement?

Question102: For which purpose should a contact center use visual workflow?

Question103: A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?