EMT Practice Test

1. Question Content...

---

Question1: Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asi a. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?

Question2: Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?

Question3: Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?

Question4: Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

Question5: At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?

Question6: Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?

Question7: Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.
What should a consultant recommend as the next step?

Question8: Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?

Question9: A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?

Question10: Cloud Kicks 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 agreements (SLAs).
Which feature should the consultant consider?

Question11: Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?

Question12: Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?

Question13: Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history.
Which feature should the consultant recommend to meet the requirement?

Question14: The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?

Question15: Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.
What should the consultant recommend to meet the requirements?

Question16: The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?

Question17: Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?

Question18: Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.
The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.
What should a consultant do to address the risk?

Question19: A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?

Question20: Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?

Question21: Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?

Question22: A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the What is a recommended Service Cloud feature that improves the process?

Question23: Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?

Question24: Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should the consultant ask to determine the preferred solution?

Question25: Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?

Question26: Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?

Question27: Universal Containers (UC) recently expanded sales to Mexico and Canad
a. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?

Question28: A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?

Question29: An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?

Question30: A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents.
What should the consultant recommend that the service manager do first?

Question31: The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.
What should the consultant recommend?

Question32: Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?

Question33: Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?

Question34: Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

Question35: Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?

Question36: Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?

Question37: Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?

Question38: Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?

Question39: Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?

Question40: Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?

Question41: 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?

Question42: Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?

Question43: Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?

Question44: Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?

Question45: Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles.
After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.
What is the recommended method to meet the requirements?

Question46: Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?

Question47: Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.
What should the consultant recommend to decrease case closure time?

Question48: Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.
What is a cost-effective method for agents to create these activities?

Question49: Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?

Question50: To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement?

Question51: Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?

Question52: Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?

Question53: Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?

Question54: A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?

Question55: Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

Question56: Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?

Question57: Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?

Question58: Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?

Question59: Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?

Question60: Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

Question61: Which advantage does Salesforce provide with the OpenCTI framework?

Question62: Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.
Which mobile development option should the consultant recommend?

Question63: In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?

Question64: The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK also uses Slack internally.
What should the consultant recommend?

Question65: Universal Containers has technical support and general customer service teams that use unique Service Console applications.
Which configuration should a consultant use when deploying the console?

Question66: The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?

Question67: The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?

Question68: Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?

Question69: Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

Question70: Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?

Question71: Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?

Question72: Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?

Question73: Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?

Question74: As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?

Question75: Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?

Question76: Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only.
What is the most efficient solution the consultant should use to meet the requirements?

Question77: Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?

Question78: Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?

Question79: Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.
What should the consultant recommend to meet this requirement?

Question80: Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?

Question81: Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?

Question82: Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?

Question83: Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?

Question84: Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?