Both Service Reps can chat with the customer, The chat transcripts and case are transferred, The Customer doesn't know they were transferred, Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. C. Schedule batch Apex processing job B. C. Service-Level Agreements What is the recommended case deflection solution? After the pilot, customer satisfaction has improved and average call time has decreased. A. When you enable case feed-specific actions and feed items, existing cases are upgraded to the case feed user interface. Billing data is stored in an external system containing over 20 million records. Access to custom objects Run and view Salesforce reports. Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field? C. Opportunities per channel After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. An AppExchange Solution A. Set up a sharing set to grant access based on the community members contact record. D. Salesforce Files, The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. C. Data Integration via SOAP API 2.A Default Case Team on each Account record 3.All Case fields will be added to the Chatter Feed Tracking. To research the situation, the support manager wants to customized code to accomplish this. Choose 2 Leverage Live Agent for web-based chat B. C. Number of lead referrals self-service? D. Assign users to a Public Group with access to the service console app. FALSE The same team will now be working some of UC's Cases. and last modified date. Automatic call distributor and interactive voice response Indicates a clickable URL hyperlink Choose 2 answers Choose 2 C. Install CTI adapter using open CTI Universal Storage Containers was great to work with and made the entire process easy to add portable moving & storage containers to my existing business. C. Each article must be associated to an article type Which two features should the System Administrator implement to allow customers have quick access to this information? A manager would like information on the knowledge base searches conducted by customers and call center agents. What should a consultant recommend to address this problem? B. Uansett hvorfor du gjr det, kan det vre en lsning p et problem du har hatt! The company wants standardized contact center processes and reporting implemented in its centers worldwide. How can Developers can embed API calls and processes on web pages to automate call handling processes. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. D. Partner portal Now any cases that havent been closed in 5 hours are assigned to the right person. A. B. 1.Use a task for an all-day event because then no time fields are needed. D. Total cases created, B. Grant Authors access to the FAQ article type. The manager wants to compare the amount of time that cases have spent within each Most popular articles C. Use a case assignment rule B. This will allow agents to identify urgent cases A. They want external support requests to be directed to customer D. Visualforce page APEX SOAP async callout, Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly. D. Set up a sharing set to grant access based on the site member's contact record. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of Which methodology should the Consultant recommend given the requirements? D. Add the Suggested Article widget to the Case page layout. Hvis prosedyrene er sentrert rundt kroppskonturering, m du huske at dette ikke er en vekttapsprosedyre, men bare vil forbedre kroppsformen din noen f grader. D. Better reporting, A. A. Omni-Channel Choose 2 answers A. Each group's manager would like a report on their agents" daily call volume, including related case and contact information. The goal of the site is to enable community members to access, create, and manage cases online. A. WebUniversal Containers runs a support operation with multiple call centers. C. Use the Files Related List on each article to add files to your articles. 1.Territory Management and Teams The specific Quick Action must be added to the Case Feed. Number of outbound calls per day WebUniversal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. Create a new record type. On a new tab in the agent's browser C. Assign users a sharing rule with access to the service console app Verify that users have access to the Chat buttons. Which solution will meet these requirements? Choose 3 answers so that out-of-date articles can be refreshed. WebFind company research, competitor information, contact details & financial data for UNIVERSAL CONTAINER SERVICES LIMITED of MANCHESTER. Assignment rules automate support processes. All certification brands used on the website are owned by the respective brand owners. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. B. Fast2test does not offer exam dumps or questions from actual exams. Service Console applications. A separate .csv import file is uploaded for each data category 4.Configure the Case Auto-Response Rules. Create a data retention plan that archives or purges Cases at regular intervals. Deploy Call Center Directory ANSWER More than 1 year has passed since last update. 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. D. Make knowledge base articles and community answers accessible on its website. Which metric should UC consider when designing the contact center? File Types B. Update case data for a customer. D. Total cases created, Which technology will allow a client to enable ideas on a public website? What should the Consultant recommend implementing in the Lightning Service Console? Standard Email-to-Case with assignment rules, Lightning Email with web routing prioritization, Standard Web-to-Case with assignment rules, Copyright 2014-2023 Certensure. should they use? D. Create a custom list view for Knowledge Articles that filters the results based on publication status D. Number of cases escalated, A Global company requires public documents to be translated into multiple languages. The pilot focused on creating articles for the most common support topics. D. Service-Level Measure, Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. 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. What should the System Administrator use to set this up? know the amount of time that cases have spent within each status during their lifecycle. service cloud instance Number of new customers added C . WebUniversal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. Provide the Service Manager with edit permissions to the standard Knowledge Article views. 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. C. Percent of cases closed with chatter posts How should a consultant deploy this permission set to prod? D. Knowledge Base C. To assign follow-up tasks to an agent one week after a case is closed. B. Force.com migration tool, Force.com IDE, and change sets Enable the "Access Recent Items" user permission on the user profiles. 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). A. this? A. Unique page layouts for each Case Record Type Universal Containers wants internal support requests to be directed to any of the IT representatives. Create a report using the Case Lifecyle report type, B. A. B. Which. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. A. Which reporting solution should the Consultant recommend? Set up analytical snapshots to capture key case information and create historical trending reports, Set up a Salesforce Customer Community that will allow customers to create cases online, Create reports to analyze call data in order to understand peak times and ensure adequate staffing, Create case escalation rules to route high priority cases directly to supervisors for resolution. D. Deploy Pre-Chat form, B. Activate quick text Average Number of days to close cases Use Process Builder for notifications and account teams to monitor cases. What action can be taken to meet this Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Universal Containers support manager wants to share product-specific information with their. Universal Containers wants to be able to assign cases based on the same criteria they use for chat . 4.Case Escalation Notifications service level Agreements. How should the consultant implement these requirements? Fast2test does not own or claim any ownership on any of the brands. Which two steps are necessary to satisfy this requirement? Migrate a test deployment to a staging environment for a smoother real-life experience. WebOur service is provided at no cost to the crematory. To escalate a case to the support manager if it has been open for more than 72 hours. C. Opportunities per channel Verify that users have access to the Chat public group. Which measure can satisfy this requirement? Which two recommendations should a Consultant suggest to help decrease customer wait times? 3.Create a Workflow Rule that checks for a blank Owner field. be accomplished? Train end users after deployment. Provide the Service Manager with edit permissions to the standard Knowledge Article reports. 2.Create a Workflow Rule Email Alert on Case Comments. Support Managers have confirmed that articles of types FAQ exist in Production. B. Email to Case What solution should a consultant recommend to meet this requirement? D. Access to Knowledge Articles, B. Number of closed cases D. Accounts cases, users, contacts, Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. Plan and communicate the deployment to all users of the organization in advance. C. Plan, Prepare, Test, Execute, Validate B. Fast2test doesn't offer Real Certiport Exam Questions. Nr du vurderer kosmetisk kirurgi, vil du vre sikker p at kirurgen du bruker er kompetent. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. 1.Create a Validation Rule based on the Created By field. Community D. Cloud-to-Cloud Integration Toolkit, Universal Containers is implementing a call center using CTI (Computer-telephony integration). A Twitter Macro B. WebUniversal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. B. Configure IVR routing to bypass Tier 1 for the product line. A. Which three metrics should the contact center manager analyze? Automatic call distributor and interactive voice response, UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. B. A private sharing model is in place for both Accounts and projects. C. Create a custom report for Knowledge Articles that filters the results based on publication status To automatically assign cases to a specific queue based on the customer support level. En kosmetisk kirurg vil at du skal ha din ideelle vekt for f en vellykket prosedyre. (choose 1 answer) Use auto response rule to send an email C. Communicate updates to end user. Number of open cases per day B . After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. B. What are two key considerations for this integration? B. What should be B. Create a custom web service to handle invoice inserts and updates from the billing system Choose 3 answers D. Access to Knowledge Articles, Universal Containers is changing their case management system to Salesforce. 1.The Support Representative posts the comment to the Case Chatter Feed. Configure Omni-channel to assign cases directly to Tier 2. CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Salesforce automatically creates cases and auto-populates case fields when customers send messages to the specified email addresses. Create a Process Builder with Scheduled Actions. Ensure that at least 60% of the code is covered by unit tests before deploying to production. 2.The Support Representative uses the Send Email Action on the Case Feed. Which configuration can a System Administrator implement to address this concern? Tips For Hvis Du Planlegger F Kosmetisk Kirurgi, Enkle Tips For De Som Tenker P Kosmetisk Kirurgi. Use Twitter-to-Case and add workflow rules to the case object B. UC has created permission sets granting access to object and fields in one of its sandboxes. Create a report using the Case Age report type. Enable the list to be pinned in the console. Choose 3 answers Options: A. Prioritize executive requests. A. Queues prioritize, distribute, and assign records to teams who share workloads. For vre en god kandidat for denne typen prosedyrer, br du vre nr optimal kroppsvekt. answers. C. Report that displays # of cases with articles attached during the past 2 months B. Activate quick text WebUniversal Containers is implementing a CTI solution for its inbound service and support contact center. What should a consultant recommend to meet this requirement? A. A. B. On-demand email to case with sites C. Field Service Lightning C. Case closure rules on the original case. A. Web-to-Case a queue when specific case criteria are selected by an agent working the case. Which reporting solution should the Consultant recommend? Assign user to public group with access to the service console app Fast2test doesn't offer Real (ISC) Exam Questions. After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Unique page layouts for each Case Record Type 1.Self-service Portal Use Process Builder for notifications and case teams to monitor cases. They want customers to know this number as soon as possible. 2.Assignment Rules and Queues Update the case assignment rule to add the community member to the predefined case team. Perform data cleaning A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as, password resets and order inquiries. C. Enable the "History" component within the Salesforce Console for Service. The specific Quick Action must be added to the Case Feed. UC has created permission sets granting access to object and fields in one of its sandboxes. Assign users a permission with access to the service console app Universal Containers implemented Salesforce Knowledge two months ago. D. Identify those cases and assign to the closure team, C. Supervisors to investigate those cases A. Which three should a Consultant recommend? Assign users to a Permission Set granting the Service User license. Change the org-wide default for cases and contacts internal access to private. Which method should the consultant suggest? What should be considered when designing the contact center?