A. RESTful services with GET, POST, or PUT How should a Consultant provide Suggested Article functionality to Lightning Service Console users. (Choose 2), Universal containers has implemented salesforce knowledge and the service manager wants to, UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. There are two correct WebFind company research, competitor information, contact details & financial data for UNIVERSAL CONTAINER SERVICES LIMITED of MANCHESTER. Which two recommendations should a consultant suggest to help decrease customer wait times? All rights reserved. Question 6 D. Cloud-to-Cloud Integration Toolkit, Universal Containers is implementing a call center using CTI (Computer-telephony integration). ANSWER B. Enable Case Comment notification to notify contacts when a case comment has been modified or added to a case. Choose 3 FALSE FALSE Use workflow rules to send an email to the customer 4.Ask the System Administrator to check all-day events in the Activity settings. D. Better reporting, Which of the following measures customer portal adoption/effectiveness among CUSTOMERS Which approach should a consultant answers. 2.Owner Assignment Notifications Create case teams to help groups of people work together to solve cases. Which three features are available only in Classic? All Rights Reserved, Good Friday Sale Special Limited Time 70% Discount Offer -, Load More Service-Cloud-Consultant Questions, Unlock All Service-Cloud-Consultant Questions, Service-Cloud-Consultant - Salesforce Certified Service cloud consultant (SP23), Service-Cloud-Consultant All Real Exam Questions, Service-Cloud-Consultant Exam easy to use and print PDF format, Download Free Service-Cloud-Consultant Demo (Try before Buy). Which solution is Which approach should a Create email templates with Knowledge Articles attached. B. Activate quick text Create reports to analyze call data in order to understand peak times and ensure adequate staffing. D. Case Assignment Rules, An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Du kan ha ls hud rundt mageomrdet forrsaket av graviditet eller raskt vekttap. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . B. Enable templates for written responses. The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, D. Make knowledge base articles and community answers accessible on its website. Change the org-wide default for cases and contacts internal access to private. 1-866 572-7981. for more information. Create a report using the Case Lifecyle report type, B. D. Knowledge Base FALSE Assignment rules automate support processes. UC's service center needs to provide support for a new product line. 1.A Default Case Team on each User's record Manager use to measure the success of the implementation? Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. For which purpose should a contact center use visual workflow? B. Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar Aldri g til et sykehus eller klinikk uten frst sjekke legitimasjonen. On the left sidebar of Salesforce Classic B. A. Web-to-Case We offer an ethical and environmentally safe recycling method. Mass Transfer Records, change sets, and Visual Studio Code A. C. Opportunities per channel C. A workforce management system so that out-of-date articles can be refreshed. D. Time to Answer, A. File Types Choose 2 answers, Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. 3.All Case fields will be added to the Chatter Feed Tracking. Which Salesforce feature would be used to meet this requirement? D. Mass Transfer Records, change sets, and Force.com migration tool, B. Force.com migration tool, Force.com IDE, and change sets, Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook? Accounts, contacts, cases, users Sjekk om kirurgen din er kvalifisert. Assign team-based roles to the associated product article types, Assign team-based profiles to the associated product article types, Assign team-based roles to the associated product data category value, Assign team-based profiles to the associated product data category value. Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. WebThe customer service team at Universal containers uses a custom Project object to track their customer projects. A. productivity choose 2 Dynamic list updates FALSE C. Use a case assignment rule Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. A. Requirements gathering sessions have resulted in a large set of required B. B. Chatter Questions Prepare, Plan, Text, Execute, Validate B. A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Territory management and teams make it easy for your sales team to structure Salesforce data the way sales territories are structured. D. Assign users a profile with access to the service console app, B. Number of outbound calls per day Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Ensure that at least 60% of the code is covered by unit tests before deploying to production. Choose 2 answers ANSWER A. C. Enable the "History" component within the Salesforce Console for Service. the billing system. C. Create a report using the Case snapshot report type CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Choose 2 answers. B. Sjekk online vurderinger. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. C. The Customer is shown the new Representative's Name. A. D. Percent of cases closed on first contact, B. D. Number of content packs attached to cases. ANSWER A. Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. Create a Customer Community Call our toll-free number. D. Make knowledge base articles and community answers accessible on its website. Which approach should a consultant Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data. E. Number of new customers added, B. Which configuration action should be performed to ensure every Case gets assigned to a valid Owner? 3.Case Feed Layout Actions For vre en god kandidat for denne typen prosedyrer, br du vre nr optimal kroppsvekt. Choose 2 answers. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. B. The contact center manager has been tasked with improving sales for the premier support offering. UC wants to reduce incoming support phone call volume. taken before performing the migration of the data (Choose 2)? Which two of the following should an administrator configure? C. Approval Processes C. Opportunities per channel B. Case feed layout actions do not allow for self-service. D. Develop data map, Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases. What does the hashtag do? D. Cases, You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. A System Administrator enables Case Feed Actions and Feed Items in Support Settings. Universal Storage Containers was great to work with and made the entire process easy to add portable moving & storage containers to my existing business. Universal Containers wants to allow potential customers to submit Cases for technical inquiries. Average queue time per agent D. Create an org development model. Which feature should a Consultant implement to address this concern? Customer Community Article Record Types will be created as part of the import. C. Customer Portal C. Public Knowledge ANSWER Create a Custom Report type with activities as the primary object. D. Use assignment rules to assign the case to a case queue, A. A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. B. Chatter feeds C. Number of open cases per day A. Use Open CTI with Pop to flow to capture details. Have agents provide Customers with Community registration instructions when working a case. C. The Case Feed Choose 2 answers C. To assign follow-up tasks to an agent one week after a case is closed. C. Enable data validation rules Both Service Reps can chat with the Customer. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. A. Use entitlements to define a process and milestones A. D. Develop data map, B. Web -to -Case Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report. 4.Ask the System Administrator to check all-day events in the Activity settings. A. A. C. Communicate updates to end user. Which measure can satisfy this requirement? B. 1.Configure Feed Tracking for Case Comments. B. Universal Containers is implementing Salesforce Knowledge for call center agents. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. C. Embed case feed functionality within a visual force page. 3.The System Administrator enables Case Comment Notification to Contacts. C. Net Promoter Score List of replaceable parts Assignment rules automate support processes. C. Use an assignment rule to assign new cases to the product manager When you enable case feed-specific actions and feed items, existing cases are upgraded to the case feed user interface. D. Configure Service Contracts. A. Omni-Channel How can this WebUniversal Containers is implementing a CTI solution for its inbound service and support contact center. C. Live Agent What solution should the consultant recommend to meet this request? B. Spesielt hvis du kan bevise at du trenger f prosedyren utfrt av medisinske rsaker. 1.Generate Web-to-Case HTML code to add to the website Which reporting solution should the Consultant recommend? A. B. Java Language Specific Toolkit 2.Adding a link to a specified routing address for Email-to-Case C. Create a report using the Case Historical Trending report type. C. Enable social profile and add assignment rules to the case object D. Use an Apex trigger, The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. B. 1.Territory Management and Teams Service Console case creation configuration. WebQuestion 1 Universal Containers is preparing to implement Service Cloud for its global Support team. Leverage Live Agent for web-based chat Snakk med forsikringsselskapet direkte om betaling for prosedyren for plastisk kirurgi. C. Each article must be associated to an article type B. Number of Chatter files attached to cases. Which three recommendations should a consultant make to meet this requirement? B. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. E. Case hover, A. A. Upload the files as Documents, then relate them to the migrated Articles. Which two things will happen? Quick Text Attachments and .html files must be referenced in a corresponding .zip file service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. What is the recommended solution to meet the requirements? Add custom visual force pages to the case feed page layout. Assign users a permission with access to the service console app C. Field Service Lightning Create a dashboard for articles submitted by agents & approved for publication The contact center at Universal Containers offers support through phone, email, public website, and a Community. Which solution will allow the Service Manager to see the articles that need to be reviewed? Get the latest business C. Add Live Agent to public-facing sites Service Cloud portal (Customer Community) Verify that users are assigned the Chat user profile. C. Multi -monitor support Create a report that display the # of articles searched during the past 2 months Which solution should a consultant D. Better reporting, A. C. Customer Community D. Accounts cases, users, contacts, Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. D. Omni channel routing, The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks. B. Standard email to case C. Create an Entitlement Process. Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. D. Total cases created, B. 1.Self-service Portal Enable the list to be pinned in the console. Create a dashboard for articles submitted by agents & approved for publication B. 2.Check the all-day event checkbox on the event. A. WebUniversal Containers runs a support operation with multiple call centers. Assignment rules automate support processes. Knowledge search query with no results. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Use Process Builder for notifications and case teams to monitor cases. A. 4.The System Administrator configures the Case Auto-Response Rules. Enable social profile and add workflow rules to the contact object Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. Choose 2 answers Options: A. Configure a flow to assign the cases to the queue. Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field? Users, accounts, contacts, cases D. The specific quick action must be added to the case record Type. D. Create a report using the Case Snapshot report type. Grant authors access to the FAQ records type. Data loader, change sets, and Force.com Excel Connector 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. A. Kostnadene er ofte drastisk lavere. The same team will now be working some of UC's Cases. B. measure customer loyalty. What is the recommended method to improve the support experience while providing expert-level support? D. Agent skill-based routing and predictive dialer, A. C. Enable the "History" component within the Salesforce Console for Service. Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support. The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process. choose 2 options D. Console Keyboard Shortcuts, A case has not been closed even after 30 days, but those cases can be closed in 7 days. Set up a reporting snapshot of the case, contact and activity objects. C. # of cases via email Have agents manually create Users when Community access is requested by Customers. What should the System Administrator use to set this up? A contact is notified when a case comment has been modified or added to a case. Set up Email-to-Case to efficiently resolve customer issues. Utilize KCS to manage Knowledge Multiple Article Record Types can be imported in the same CSV. 3.Implement a Lightning Partner Community with Knowledge The company Verify that users are assigned the Chat feature license. A. Create a report using the Case snapshot report type, C. Create a report using the Case historical trending report type, D. Create a report using the Case age report type, B. Assign users a permission with access to the service console app Choose 3 answers Use a validation rule Create case teams to help groups of people work together to solve cases. How can How should this be accomplished? Set article Org Wide Default to Public ReadWrite. The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. B. Percent of cases closed meeting the defined SLA On a record Highlights Panel Agents will be trained in one or two of the new support methods, in addition to voice support. A. Agents can use telephony on a wide range of browsers and operating systems while only developing once. Article Record Types must be created before the import. Each Article Record Type must be in a separate CSV. Each group's manager would like a report on their agents" daily call volume, including related case and contact information. 3.Case Feed Layout Actions 2.The Support Representative uses the Send Email Action on the Case Feed. used for migration functionality? A. Use Twitter-to-Case and add workflow rules to the case object D. Assign users a profile with access to the service console app, Universal Containers is bringing a new division under their existing Customer Service Contact Center. Utilize KCS to manage Knowledge Mange velger gjre korrigerende prosedyrer av en rekke rsaker, somhrfjerning laser, fettsuging, mesoterapi, ansiktslft og mange flere. Les Denne Artikkelen Frst! UC has created permission sets granting access to object and fields in one of its sandboxes. En kosmetisk kirurg vil at du skal ha din ideelle vekt for f en vellykket prosedyre. C. Use escalation rules, A. Currently, the company handles only existing customers with support ANSWER Which two metrics should the Consultant recommend? On a new tab in the agent's browser Which three metrics should the contact center manager analyze? Customer Community Define criteria-based record page components. Partner portal (choose 1 answer) En kosmetisk kirurg vil at du skal ha din ideelle vekt for f en vellykket prosedyre, Poenget: Kosmetisk Kirurgi Og Kroppen Din, Solid Kosmetisk Kirurgi Informasjon Nr Du Vurderer Dette Alternativet. A. Fast2test does not own or claim any ownership on any of the brands. Billing data is stored in an external system containing over 20 million records. B. B. C. Number of open cases per day C. Supervisors to investigate those cases address this situation? B. Validation rules on case process field D. Create a report using the Case historical trending report type, A. B. Workflow-driven outbound messaging A client's Support Call Center has seen an increase in call volume on a new product line. B. Embedded Chat Service Du trenger ikke svare p andre, men du vil fle deg tryggere p din beslutning. B. Tag another chatter user A. C. Data Integration via SOAP API Which step should be 3.Automated Notifications and Groups UC has created permission sets granting access to object and fields in one of its sandboxes. All Rights Reserved, Good Friday Sale - Limited Time 65% Discount Offer -, Free Service-Cloud-Consultant Questions Attempt, Newly Released Salesforce Service-Cloud-Consultant Exam PDF, Salesforce Service-Cloud-Consultant Based on Real Exam Environment, Salesforce Certified Service Cloud Consultant Service-Cloud-Consultant New Questions, Service-Cloud-Consultant - Salesforce Certified Service cloud consultant (SP23), Service-Cloud-Consultant All Real Exam Questions, Service-Cloud-Consultant Exam easy to use and print PDF format, Download Free Service-Cloud-Consultant Demo (Try before Buy). How should a consultant correct this problem. D. Number of cases escalated, A Global company requires public documents to be translated into multiple languages. Which two features requires Service Cloud? Recently, Universal Containers has implemented a Customer 2.Create a Workflow Rule Email Alert on Case Comments. E. Chatter Answers. WebUniversal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. D. Set up a sharing set to grant access based on the site member's contact record. Which two recommendations should a Consultant suggest to help decrease customer wait times? Require agents to check a box on case when submitting a new suggested article This will involve servicing several thousand new customers. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Setting up Web-to-Case involves enabling the feature, choosing settings, and adding the Web-to-Case form to your website. D. To automate business processes for agents who troubleshoot customer support issues via phone. C. Web to case forms 3.Ensure the event is scheduled for times within the Start and End of Day hours. Enable Work Orders. Lightning Knowledge Create a data retention plan that archives or purges Cases at regular intervals. 3.Create a Workflow Rule that checks for a blank Owner field. Implement Service Cloud console to support agents C. Ask contact center managers to review data each quarter to possibly delete. Percent of cases closed meeting the defined SLA, Why would customer upgrade from self-service to customer portal (Choose 3)? FALSE 1.A Default Case Team on each User's record CK is preparing to launch a public kno base for customers that will have 2,500 articles. 2.Adding a link to a specified routing address for Email-to-Case In which order should the data be migrated? B. 3.Ensure the event is scheduled for times within the Start and End of Day hours. Du kan ha ls hud rundt mageomrdet forrsaket av graviditet eller raskt vekttap. Customers complain that they do not know when Comments have been added to their Cases. B. E. Assign users to a call center, A. Configure call center definition
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