3.Support Reps' Send Email options Which reporting solution should the Consultant recommend? A. Web-to-Case Universal Containers wants to implement a customer service site. D. Configure Service Contracts. E. Chatter Answers. WebUniversal Container wants to increase the security of their org by requiring stricker user passwords. The Support Manager at Universal Containers is getting inaccurate agent performance reports. B. These options let you create email templates for support users. How should a Consultant provide Suggested Article functionality to Lightning Service Console users. C. Number of open cases per day Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report. Quick Text Number of outbound calls per day Choose 2 answers. They want external support requests to be directed to customer support representatives based on the contact's location. A. 4.Auto-responses Rules and Profiles Fast2test Materials do not contain actual questions and answers from Cisco's Certification Exams. ANSWER Which three metrics should the A. FALSE The company wants standardized contact center processes and reporting implemented in its centers worldwide. Create a report using the Case age report type This notifies contacts when a case comment has been modified or added to a case. What solution should the consultant recommend to meet this request? A. Force.com IDE C. Escalation rule to ignore business hours based on case criteria, C. Escalation rule to ignore business hours based on case criteria, SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. A. D. On Demand Email to Case, Universal Container wants to measure the efficient of its Contact Center. Vurderer Du Kosmetisk Kirurgi? C. Number of articles associated to cases. Which approach should a C. Communicate updates to end user. Assets Choose 3 answers Options: A. Prioritize executive requests. After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Which two advantages does Salesforce provide with the OpenCTI framework? A Service Manager has recently implemented Salesforce Knowledge. Standard email to case Train end users after deployment. E. A separate .csv import file is uploaded for each article type, B. Use the Lightning Knowledge Migration Tool and choose 'include files'. What action can be taken to meet this D. Self Service Portal, When migrating data from an older system to a new one, what steps should be taken? Create case teams to help groups of people work together to solve cases. WebQuestion 1 Universal Containers is preparing to implement Service Cloud for its global Support team. 3.The System Administrator enables Case Comment Notification to Contacts. answers Create a data retention plan that archives or purges Cases at regular intervals. B. closed. B. service level Agreements. Lighting App using the App Manager? As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy? C. Multi -monitor support Now any cases that havent been closed in 5 hours are assigned to the right person. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. En kosmetisk kirurg vil at du skal ha din ideelle vekt for f en vellykket prosedyre. C. The Customer is shown the new Representative's Name. Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support. How should a sales rep create an all-day event in Salesforce? B. Time-based Workflow Rules C. Deploy in phases using countries as pilots. 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? B. B. Customer order history A. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content. D. Write an Apex trigger that deletes one case each time a new case is created. customized code to accomplish this. C. Visual Workflow, data loader, and Force.com IDE Percent of cases closed with an attached article 2.Auto-response Rules Oracle and Java are registered trademarks of Oracle and/or its affiliates. C. Enable social profile and add assignment rules to the case object FALSE 2.Adding a link to a specified routing address for Email-to-Case The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. B. D. Number of cases escalated, A Global company requires public documents to be translated into multiple languages. C. Add the Knowledge Component to the Service Console. Use escalation rules to assign the case to a case queue B. 2.Define the Default Case Owner in Support Settings. Assign users to a Permission Set with access to the service console app. Enable Work Orders. Which method should a consultant recommend for importing this data into universal containers Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. D. Data loader, change sets, and Force.com Excel Connector. D. Milestone Actions, The Service Desk at Universal Containers is considering implementing a Service Console and is Universal Containers wants to let its customers interact real-time with support agents from their Verify that users are assigned the Chat feature license. The agents are having problems resolving issues and have been escalating to Tier 2 for support. What metric can the manager use to measure the adoption of Knowledge? 4.A Workflow Rule to add the Case Team. How should the administrator accomplish this task? UC has created permission sets granting access to object and fields in one of its sandboxes. 2.The Support Representative uses the Send Email Action on the Case Feed. Attachments and .html files must be referenced in a corresponding .zip file FALSE Choose 3 answers A . Which two metrics should the Consultant recommend? 1.Generate Web-to-Case HTML code to add to the website 1.Territory Management and Teams Choose 3 answers. Requirements gathering sessions have resulted in a large set of required B. B. B. A. Sjekk online vurderinger. C. Utility Bar D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service. Universal Containers support manager wants to share product-specific information with their. C. Create a workflow email alert to send the article to the customer. Article Record Types will be created as part of the import. Universal Containers uses an Auto-numbering system to uniquely identify each support request. 4.Configure a default value for the Case Owner field. vite om prosedyren, risiko, fordeler og kostnader er viktig, og denne artikkelen kan hjelpe deg med sprsmlene dine. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . Number of Closed cases on first call to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case, Add the knowledge related list to the case record page, Add the knowledge tab to the service console, Add knowledge component to case record page, Add knowledge data categories to each case. The same team will now be working some of UC's Cases. A. WebUniversal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. What should a System Administrator define to implement this requirement? One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. Forsikre deg om at du gjr litt research p kosmetisk kirurgi fr du gr under kniven. D. Review existing cases for an account. Choose 2 answers. Which feature should a consultant recommend implementing to meet this requirement? However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. 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? A. A. Allow agents to create Knowledge articles when closing a case. C. Schedule batch Apex processing job D. Access to Knowledge Articles, Universal Containers is changing their case management system to Salesforce. D. Number of cases escalated For which purpose should a contact center use visual workflow? A. E. Force.com Web Services API, A. Force.com Sites Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. A. D. Case Assignment Rules, UniversalContainers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. The product manager would like to be notified whenever a customer reports a new defect. requirement? Change the org-wide default for cases and contacts internal access to private. 3.Case Feed Layout Actions The company would like to automatically create a field service dispatch record and assign it to B. WebUniversal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. This is negatively impacting customer satisfaction. Dynamic list updates A. UC's service center needs to provide support for a new product line. Which two recommendations should a consultant suggest to help decrease customer wait times? Validation rules verify that the data a user enters in a record meets the standards specify before the user can save the record. Ensure all users refrain from logging into production for an entire day prior to deployment. They want external support requests to be directed to customer With the appropriate Profile permissions enabled, what change will users see? Tasks have due dates. C. Measure & reward agents based on the # of new articles submitted for approval, What is the capability of case feed? 3.All Case fields will be added to the Chatter Feed Tracking. C. Use the Files Related List on each article to add files to your articles. Set up Milestones. What should a consultant recommend to meet this requirement? C. Assign users the Service User license on their User record. Average Handle Time, Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.Which three statements must be considered? (choose 1 answer) Question 6 How should a consultant correct this problem. An App builder needs to create a relationship between the project object and the related client Account record. C. # of cases via email can a Consultant migrate the file attachments?