EMT Practice Test

1. Question Content...

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Question1: A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

Question2: Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

Question3: Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

Question4: Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

Question5: Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are a. How should Knowledge be configured? Choose 2 answers.

Question6: Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

Question7: Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

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: KCS (knowledge centered support) what is it? Choose 2 Answers

Question10: 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?

Question11: 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?

Question12: The Support Manager at Universal Containers 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

Question13: Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers

Question14: Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

Question15: Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

Question16: The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

Question17: The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

Question18: Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

Question19: Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?

Question20: The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

Question21: A support agent has a detailed question about product functionality. 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?

Question22: Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

Question23: A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

Question24: 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

Question25: Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

Question26: A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?

Question27: Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

Question28: 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

Question29: A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Question30: Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

Question31: 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?

Question32: 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 these cases?

Question33: Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

Question34: The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

Question35: The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

Question36: Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

Question37: Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

Question38: A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

Question39: 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?

Question40: Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?

Question41: Which configuration item must be created when implementing Lightning Knowledge?

Question42: Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?

Question43: Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?

Question44: Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

Question45: Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

Question46: 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?

Question47: Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

Question48: Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

Question49: Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?

Question50: UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

Question51: Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

Question52: Which three processes are uses case for Visual Workflow? Choose 3 answers

Question53: Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

Question54: If a 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?

Question55: 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 solution should the Consultant recommend?

Question56: UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

Question57: Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

Question58: The VP of Service at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

Question59: UC is in the process of implementing Service Cloud. In which order should the data be migrated?

Question60: 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?

Question61: Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

Question62: Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers

Question63: UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

Question64: Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

Question65: A customer is planning 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)

Question66: UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

Question67: 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

Question68: What statement is true about the Salesforce Knowledge article lifecycle?

Question69: Which native Service Cloud solution is used for case satisfaction surveys?

Question70: Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

Question71: Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

Question72: Which solution should a consultant recommend?

Question73: Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

Question74: UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

Question75: Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

Question76: Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?

Question77: The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

Question78: Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

Question79: Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

Question80: A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

Question81: What method can NOT be leveraged to capture Cases in addition to via the Case tab?

Question82: Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

Question83: Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

Question84: Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?

Question85: Which metric influences customer satisfaction? Choose 2 answers

Question86: A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

Question87: 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?

Question88: Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

Question89: Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

Question90: Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)

Question91: After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

Question92: Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

Question93: Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?

Question94: Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.
What should a consultant recommend to address this problem?

Question95: Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

Question96: Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

Question97: 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?

Question98: A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

Question99: 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

Question100: Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?

Question101: What is the primary function of a private branch exchange (PBX)?

Question102: Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

Question103: Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

Question104: The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

Question105: Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

Question106: A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

Question107: When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

Question108: Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

Question109: Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers

Question110: Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

Question111: Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

Question112: Why would customer upgrade from self-service to customer portal (Choose 3)?

Question113: What process is a use case for Visual workflow? Choose 3 answers

Question114: Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers

Question115: A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?

Question116: 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

Question117: 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 this requirement?