From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
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?
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended tomeet this objective?
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objectsin a single view while working on a case.
How should the requirement be met?
Thecost 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)
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?
Universal Containers wants to provide its resellers a secure portal where they canmanage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
A company is planning forthe migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
UniversalContainers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
A manager has noticed an increasein 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?
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
The Contact Center at Universal Containers wants to increase its profit margins by promoting calldeflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
Universal Containers' customer service technicians need to access the following informationwhile at a customer site to complete the service call: • Customer order history • Level of contracted support • List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
Universal container support manager wants to share product specific information with their customersusing communities. Choose 3 Answers
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
Universal containers is planning to provide different levels of support tocustomers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
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?
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. Thelegacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultantrecommend to meet this requirement?
Universal Containers Call Center Agents have limited visibility to customer supportlevels, 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
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
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.
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould a consultant recommend?
Customer support agents want theability 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 tosatisfy this requirement?
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
Which two capabilities of Salesforce Knowledge ensure accurate content inArticles?
Choose 2 answers
The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
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TESTED 26 Apr 2024
