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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?
A. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.
B. Share information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.
C. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.
Explanation:
Addressing compliance concerns, particularly with HIPAA, involves demonstrating the security measures and data handling protocols Salesforce employs. Sharing detailed information about how Salesforce and its Einstein Platform ensure the security, availability, and confidentiality of healthcare data helps mitigate risks and assures stakeholders of compliance with regulatory standards.
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information. How should the consultant recommend the report be created?
A. Build a Summary report on Products and Activities.
B. Set up a reporting snapshot of the case, contact and activity objects.
C. Create a Custom Report type with activities as the primary object.
D. Customize the My Teams Calls this week standard report.
Explanation:
Creating a Custom Report type with activities as the primary object is the recommended
way to create a report on agents’ daily call volume, including related case and contact information. A Custom Report type is a type of report that allows you to select the objects and fields that you want to report on, as well as define the relationships between the objects. By selecting activities as the primary object, you can report on the calls that agents have made or received, as well as filter them by date, duration, or status. By selecting case and contact as related objects, you can report on the details of the cases and contacts that are associated with the calls, such as case number, case owner, contact name, or contact phone number.
Verified References:
Service Cloud Consultant Certification Guide & Tips, Create Custom Report Types
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting. Which consideration should the administrator be aware of when making this change?
A. Data Category Visibility of All Categories provides Public Read/Write access.
B. Data Categories no longer control access to articles.
C. Data Category Visibility of Custom overrides Organization-Wide Sharing Default access.
D. Data Category Visibility of AM Categories provides Public Read Only access.
Explanation:
This is the main consideration when enabling “Use standard Salesforce sharing” in Sharing Settings under Knowledge Settings, because it changes how article access is controlled. When this setting is enabled, article access is controlled by organization-wide sharing defaults and sharing rules, instead of data categories and data category visibility settings. This means that data categories are only used for filtering and organizing articles, not for restricting access.
Verified References: Control Article Access with Sharing Settings
Universal Containers is migrating from Classic 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?
A. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.
Explanation:
The Knowledge Importer is a tool that allows you to import articles from CSV files into
Lightning Knowledge. However, it does not support importing file attachments from external knowledge bases. To migrate the file attachments, you need to use the Files Related List on each article to add files to your articles manually. You can upload files from your computer or select files from Salesforce or an external source such as Google Drive or Box.
Verified References:
[Import Articles into Lightning Knowledge] and [Add Files to Articles]
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?
A. Customize the lightning console chat page
B. Configure a chat validation rule
C. Customize the pre chat form
D. ConfigureLightningGuided Engagement
Explanation:
Customizing the pre chat form is the recommended solution to ensure chat requests
contain enough information for customer service representatives to effectively respond. A pre chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer’s name, email address, phone number, reason for chat, or any other custom fields. The information from the pre chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads.
The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue.
Verified References:
[Service Cloud Consultant Certification Guide & Tips], Set Up Pre-Chat Forms
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