Salesforce Apex Trigger Interview Question Explained

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step should a consultant address before configuring Omni Channel?

A. Customize service channel settings to define how the organization receives work from various sources. B. Create the necessary objects in...

Cloud Kicks recently deployed an Omni-Channel implementation in Lightning. A set of service agents that handle security-related issues have complained that Case records are not being routed to them correctly. What are three necessary steps to test that the Omni-Channel implementation is routing correctly? (Choose three.)

A. Enable Debug Omni-Channel routing configuration in Setup. B. Open the Omni-Channel Supervisor tab. C. Log in as a user who is enabled fo...

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. Which two features should the consultant suggest? (Choose two.)

A. Standard Email-to-Case B. Apex Email Service C. Web-to-Case forms D. On-Demand Email-to-Case Suggest answer: BD Reference:

Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend?

A. On-Demand Email-to-Case B. An AppExchange package C. Web-to-Case D. Email-to-Case Suggest answer: A Reference:

Cloud Kicks wants to view cases resolved on the first call. Reps have been trained to use Save & Close when creating a Case. An existing Closed Case report must be modified to show first call resolution. What is the recommended report change to meet the requirements?

A. Filter on Status equals Closed Resolved B. Filter where Date/Time Opened equals Created Date C. Filter where Closed Date equals Created ...

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

A. Entitlement processes, contracts, contract line items, and entitlements B. Entitlement processes, contracts, milestones, and milestone a...

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

A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization. B. Recommend utilizin...

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 see that a prior article version was associated with the closed cases. What is the recommended method to meet the requirements?

A. Enable Knowledge User for Service Agents. B. Use the Clone option to create a new article. C. Select ‘Flag as new version’ checkbox when...

Metrics show that Universal Containers has a high call abandonment rate. Which two strategies should a consultant recommend? (Choose two.)

A. Simplify the interactive voice response (IVR) tree. B. Use Assignment rules and case queues. C. Set up Email-to-Case. D. Add additional ...

Universal Containers recently implemented Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem?

A. Configure Case Assignment Rules to use Queues. B. Configure Omni-Channel Routing Model as Least Active. C. Configure Case Assignment Rul...

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

A. Verify that users have access to the Chat buttons. B. Verify that users are assigned the Chat feature license. C. Verify that users have...

Ursa Major Solar sells 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?

A. Workforce Engagement Self Scheduling B. Omni-Channel Routing C. Visual Remote Assistant D. Field Service Scheduler Suggest answer: C R...

The contact center at Universal Containers offers support through phone, email, public website, and an Experience Cloud site. 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 two.)

A. Number of Knowledge articles created each month. B. Number of cases closed by self-service users. C. Number of cases created using the E...

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered? (Choose three.)

A. Article numbers change during migration. B. Visualforce pages refer to Classical article types. C. Each article must be associated to a ...

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?

A. Standard Web-to-Case with assignment rules B. Standard Email-to Case with assignment rules C. Lightning Email with web routing prioritiz...

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a consultant recommend to meet this requirement?

A. Implement Salesforce Field Service. B. Configure Visual Flows on Salesforce mobile. C. Integrate with an enterprise resource planning sy...

Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?

A. Add History to the Utility bar. B. Define a custom List View. C. Use a second Console session. D. Keep all Case open in tabs. Suggest a...

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a consultant recommend to correct this problem? (Choose two.)

A. Create a case assignment rule to ensure cases are owned by a user when closed. B. Create a case validation rule to ensure cases are owne...

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. Use the Lightning Knowledge Migration Tool and choose 'include files'. B. Use the Files Related List on each article to add file...

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

A. Add Authors to the FAQ Data Category. B. Set Articles Org Wide Default to Public ReadWrite. C. Grant Authors access to the FAQ record ty...

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