Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers
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?
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do toovercome this? choose 2 options
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?
What process is a use case for Visual workflow? Choose 3 answers
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
Universal Containers has an upcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
Milestones can be added to which three Object types? Choose 3 answers
All of the following objects may have a queue EXCEPT:
What is the capability of case feed?
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will bemigrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
Which case submission process leverages Apex email services?
A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
Which two advantages does Salesforce provide with the OpenCTI framework? 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)
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
How is the hash mark (e.g., #salesforce) usedin chatter?
A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work moreefficiently.
Which two features requires Service Cloud?
For which purpose should a contact center use visual workflow?
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploysolutions should a consultant to ensure skills-based routing is operational in Production?
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?
Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
The contact centermanager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
In order to satisfy the internal Enterprise Securityrequirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
Universal containers is looking for ways to provide more proactive support and topromote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirementbe met?
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?
Universal Containers wants to provide its five million customers a solutionwhere customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
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 has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish thisrequirement? Choose 3 answers
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS)in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
A manager has noticed an increase in average case age. This is negativelyimpacting 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?
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 recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
Universal Containers (UC) is updating theService Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?