A. (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. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). C. Field Service Lightning Create case teams to help groups of people work together to solve cases. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. 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). Select a window of time when users will NOT be making changes to the organization. Create a custom web service to handle invoice inserts and updates from the billing system B. Chatter Questions C. Use the Files Related List on each article to add files to your articles. An AppExchange Solution Create email templates with Knowledge Articles attached. Universal Containers (UC) wants to automate the process of case creation. Create a sharing rule to share the contact record with the community member. Run and view Salesforce reports. Have agents provide Customers with Community registration instructions when working a case. Choose three answers FALSE D. Configure Chatter for public access answers. 4.A Workflow Rule to add the Case Team This notifies contacts when a case comment has been modified or added to a case. C. Developers can integrate with any telephony platform available with little to no need for customization. C. A workforce management system Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: Assignment rules automate support processes. A Twitter Macro Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content. De fleste prosedyrer handler bare om en forbedring i forhold til hvordan du allerede ser ut, og vil ikke skape et nytt ansikt. Customer Satisfaction A. A. What solution should the consultant recommend to meet this request? Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. C. Each article must be associated to an article type C. On the footer of the Lightning Console, Universal containers is trying to reduce the amount of time support agents spend creating cases. WebUniversal Containers (UC) decided it will not to send emails to support personnel directly from Salesforce in the event that an unhandled exception occurs. D. To automate business processes for agents who troubleshoot customer support issues via phone. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. B. Deploy Call Center Directory FALSE B. Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. Which two configuration steps are required before Quick Actions can be used in Macros? 2.Check the all-day event checkbox on the event. D. Create a report using the Case Snapshot report type. Universal Containers wants to let its customers interact real-time with support agents from their B. Validation rules verify that the data a user enters in a record meets the standards specify before the user can save the record. A. Force.com IDE service cloud instance The product development team needs to be alerted on high-priority cases for specific products. C. Identify active Customers and send them registration instructions via email. know the amount of time that cases have spent within each status during their lifecycle. Which two of the following should an administrator configure? C. Self-service portal Minimum password length. B. C. Create an Entitlement Process. C. The Case Feed 4.Case Comment Notifications. Which customer requirement would require the use of Email-to-Case? Which implementation should the consultant recommend? C. Assign users the Service User license on their User record. Most popular articles D. Create an org development model. 1.Territory Management and Teams How should the consultant recommend the report be created? 1.Create a Validation Rule based on the Created By field. C. Assign users the Service User license on their User record. What should the System Administrator use to set this up? A. D. Create a Visualforce page that retrieves payment information via a Web Service call-out, D. Create a Visualforce page that retrieves payment information via a Web Service call-out, UC is initiating a program to improve customer satisfaction. Data Cleansing E. Chatter Answers. Which two recommended techniques should be utilized? Average queue time per agent Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below. B. B. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of D. On the Highlights Panel of a Primary tab, A. Use escalation rules to assign the case to a case queue B. The VP of Services at Universal Containers wants to reduce call center staffing. B. Average Handle Time, Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.Which three statements must be considered? The original case CANNOT be closed until all RMAs and FSRs are closeD. Which solution should a consultant recommend? Universal Containers wants to implement a customer service site. Choose 3 answers Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. Recently, Universal Containers has implemented a Customer Access to custom objects Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines. Verify that users are assigned the Chat feature license. As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. Which two features should the System Administrator implement to allow customers have quick access to this information? Partner portal Aldri g til et sykehus eller klinikk uten frst sjekke legitimasjonen. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience. Average Handle Time B. Tag another chatter user Customize the My Teams Calls this week standard report. ANSWER C. Email to case with web to case Knowledge search query with no results. Article Record Types must be created before the import. 4.The System Administrator configures the Case Auto-Response Rules. A contact is notified when a case comment has been modified or added to a case. D. Case Assignment Rules, An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. 4.Case Escalation Notifications. Create an FAQ article type and enable the submit articles feature on the case close page layout. Assignment rules automate support processes. Hire contact center representatives that specialize in each of the product categories. Run and view Salesforce reports. Number of B. Copyright 2014-2023 CertsTopics. How shoud a consultant correct this problem? Which feature should a consultant recommend? Use an auto-launched flow to capture details. How should a consultant deploy this permission set to prod? A separate .csv import file is uploaded for each data category B. Customer Engagement Score Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: Agents need to collaborate with other teams. Change the org-wide default for cases and contacts internal access to private. Choose 2 answers, Service Console case creation configuration. B. Chatter Questions CFA and Chartered Financial Analyst are registered trademarks owned by CFA Institute. 2.Define the Default Case Owner in Support Settings. Attachments and .html files must be referenced in a corresponding .zip file D. Report that displays # of new articles created during the past 2 months, A. More than 1 year has passed since last update. A. Average Number of days to close cases Choose 3 D. Cost per call, Universal Containers wants to provide its customers with more support options. Support Processes A. This is negatively impacting customer satisfaction. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record. ANSWER Which reporting solution should the Consultant recommend? Perform data cleaning FALSE B. Validation rules on case process field 1.A Default Case Team on each User's record A. Manager use to measure the success of the implementation? E. Assign users to a call center, A. Configure call center definition C. Enable service contracts and entitlements Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Enable article customization for open cases. Fast2test does not own or claim any ownership on any of the brands. ANSWER D. Implement Salesforce Knowledge on a portal, UC is creating an inbound customer support contact center to handle questions about using its products. Customers complain that they do not know when Comments have been added to their Cases. How can this A. Les Denne Artikkelen Frst! For vre en god kandidat for denne typen prosedyrer, br du vre nr optimal kroppsvekt. A Service Manager has just configured Chat at a company site. A. Quick Text A private sharing model is in place for both Accounts and projects. Create a data retention plan that archives or purges Cases at regular intervals. Which configuration option should be verified? Which solution should a consultant 4.A Workflow Rule to add the Case Team. Dynamic list updates C. Import payment data into Salesforce and add to the contact page layout related list The following considerations need to be taken into account: Billing UC has created permission sets granting access to object and fields in one of its sandboxes. Assign a global team of experienced agents and leaders to create a common design template and report structure. Currently, the company has 200 support agents handling. A. How should the administrator accomplish this task? A. C. Plan, Prepare, Test, Execute, Validate center agents should only be able to view articles for the product they support. Use a new customer Path on Contact to capture details. Universal Containers is implementing Salesforce Knowledge for call center agents. Access to custom objects 3.Create a Workflow Rule that checks for a blank Owner field. 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. Percent of cases closed meeting the defined SLA Which method should a consultant recommend for importing this data into universal containers this? 1.Case Auto-response Rules updates for check-ins and refinement. For which purpose should a contact center use visual workflow? An enterprise resource planning system. B. All rights reserved. Which feature should a Consultant use to meet this requirement? A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. Universal Containers wants to be able to assign cases based on the same criteria they use for chat . Which approach should a consultant implement? Unique page layouts for each Case Record Type 3.Enable Case Comment Notification to Contacts. B. They want external support requests to be directed to customer support representatives based on the contact's location. 4.Case Comment Notifications Update the case assignment rule to add the site member to the predefined case team. Create a Custom Report type with activities as the primary object. D. Post the Files to the Chatter Feed on each Article. B. recommended to accomplish this requirement? Create a report using the Case Lifecycle report type Choose 3 answers Hvis du er det, er det veldig viktig sette seg ned med deg selv. Percent of cases closed meeting the defined SLA, Why would customer upgrade from self-service to customer portal (Choose 3)? How should a consultant deploy this permission set to prod? Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. D. Identify those cases and assign to the closure team, C. Supervisors to investigate those cases C. Users, contacts, accounts, cases B. Which Salesforce feature would be used to meet this requirement? C. Service-Level Agreements C. Approval Processes Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. Which. C. Collapsible Sidebar Components A. Du trenger ikke svare p andre, men du vil fle deg tryggere p din beslutning. How can a consultant automate the use of suggested articles to accomplish this goal? Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. WebUniversal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. Create Knowledge Articles and publish internally and publicly. Record Types Which three items, at a minimum, must be implemented and deployed to ensure success? What solution should a consultant recommend? What metric can the manager use to measure the adoption of Knowledge? Auto-response rules let you automatically send email responses for case submissions based on the record's attributes. B. Force.com migration tool, Force.com IDE, and change sets Queues prioritize, distribute, and assign records to teams who share workloads. D. Set up a sharing set to grant access based on the site member's contact record. D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is Use Twitter-to-Case and add workflow rules to the case object While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. Create case teams to help groups of people work together to solve cases. 1.Self-service Portal A. After the pilot, customer satisfaction has improved and average call time has decreased. Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. Which two configuration steps are required before quick actions can be used in Macros? B. Java Language Specific Toolkit C. Indicates the name of a group in which to place the Chatter message They want external support requests to be directed to customer Enable agents to create their own personal articles. C. Create a custom report for Knowledge Articles that filters the results based on publication status Which approach should the Consultant use for data migration? Choose 2 Create a custom list view for cases, contacts, and orders and pin them to the side bar. ANSWER Number of published article views. B. This allows users to view the list alongside the case view in the console, A Contact Center Manager is implementing a new customer care program and wants to specifically 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. UC's service center needs to provide support for a new product line. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting. Which approach should a consultant A. Choose 2 answers Gather customer support requests directly from a website and automatically generate new cases with Web-to-Case. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. Dynamic list updates Which two reports should the contact center manager present to executive management? B. Please check this URL. CK is preparing to launch a public kno base for customers that will have 2,500 articles. A. D. Recommend opening the case list view in a separate browser tab and use the window alongside D. Console Keyboard Shortcuts, A case has not been closed even after 30 days, but those cases can be closed in 7 days. B. C. # of cases via email vite om prosedyren, risiko, fordeler og kostnader er viktig, og denne artikkelen kan hjelpe deg med sprsmlene dine. Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements. Configure IVR routing to bypass Tier 1 for the product line. B. Create a Customer Community Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. D. Create an auto-response rule to send the article to the customer. Which two solutions should a Consultant recommend to correct this problem? Number of open cases per day B . B. Use escalation rules for notifications and account teams to monitor cases. B. C. Enable the "History" component within the Salesforce Console for Service. Agents will be trained in one or two of the new support methods, in addition to voice support. B. A. Number of Closed cases on first call The goal of the community is to enable community members to access, create, and manage cases online. ANSWER Use the Lightning Knowledge Migration Tool and choose 'include files'. A. Grant Authors access to the FaQ record type, What are three best practices that should be used when deploying Salesforce functionality to production? Use entitlements to define a process and milestones C. Install CTI adapter using open CTI A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Set up Milestones. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement? A . Define Case Auto-Response Rules. B . Establish Case Assignment Rules. C . B. Choose 2 answers. This will allow agents to identify urgent cases Enable call control using the CTI case feed publisher. 1.Generate Web-to-Case HTML code to add to the website Selv om valgfrie prosedyrer ikke dekkes, vet du aldri fr du prver. Kostnadene er ofte drastisk lavere. C. Knowledge articles with the lowest rating. Universal Containers wants to measure the efficiency of its contact center . D. Sites, UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. How Enable the list to be pinned in the console. Utilize KCS to manage Knowledge FALSE Define a default case owner to automatically assign a user or queue to all cases that don't match any case assignment rule entries. D. Identify those cases and assign to the closure team. ANSWER The contact center at Universal Containers offers support through phone, email, public website, and a Community. Checking the all-day event checkbox sets the start and end times for 24 hours. Implement Service Cloud console to support agents A. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. B. Which three features are available only in Classic? they can work more efficiently. Get the latest business D. Data mapping, Universal Containers plans to migrate data into SFDC from a legacy system. 2.Assignment Rules and Queues Choose 2 answers. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . 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. 3.All Case fields will be added to the Chatter Feed Tracking. Define criteria-based record page components. FALSE WebTESTIMONIALS. B. D. Create a custom list view for Knowledge Articles that filters the results based on publication status Assignment rules automate support processes. 1.Use a task for an all-day event because then no time fields are needed. A. Choose 3 answers Universal Containers wants internal support requests to be directed to any of the IT representatives. D. Configure Service Contracts. Visual Studio Code and change sets D. On Demand Email to Case, Universal Container wants to measure the efficient of its Contact Center. Change the org-wide default for cases and contacts internal access to private. Create a dashboard for articles submitted by agents & approved for publication Which solution will allow the Service Manager to see the articles that need to be reviewed? Which two solutions should a Consultant recommend to correct this problem? Which two metrics are useful for identifying knowledge article effectiveness? 3.Enable Case Comment Notification to Contacts. Workforce management and customer satisfaction score Verify that users have access to the Chat public group. A. On-Demand Email-to-case Which method should the consultant suggest? 4.Auto-responses Rules and Profiles Choose 2 answers, Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. A. Which two advantages does Salesforce provide with the OpenCTI framework? Bulk Data Transfer API Number of closed cases The Social Feed B. Chatter feeds 1.Cases will use Feed Layouts rather than standard Page Layouts. 3.Implement a Lightning Partner Community with Knowledge Which two features would meet this requirement? Create a report using the Case Age report type. 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). To meet these requirements, which WebUniversal Containers runs a support operation with multiple call centers.

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