Service Cloud Posta 4

Universal Containers receives support requests through a variety of email addresses and web forms for different parts of the business. Which combination of features will ensure cases are handled most efficiently by the appropriate representatives?

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs). Which two approaches can be used to accomplish this goal? Choose 2 answers

Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: - A work order is submitted to a field service team to perform a technical review - After the technical review is closed, an agent needs to contact the customers to review the activities - Cases can only be closed after the customer review has been completed Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object Blog: https://completeexamcollection.blogspot.in/ Which three aspects should the consultant consider to meet these requirements?

Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? 2 answers

The Service Manager at Universal Containers has configured Live Agent. However, the Agents are unable to see the Live Agent footer component in the console. Which configuration option should the Consultant verify?

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common, however, the maintenance cases have additional stages and fields that need to be capture. Which two features should a Consultant recommend to accomplish this objective? Choose 2 answers

Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self-service rates. Which two methods should be used to enable the customers on the Community? Choos 2 answers

Universal Containers has determined that case list views are slow to load because the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers

Universal Containers wants to create a process to verify that customers are eligible for support before a case is created. A consultant recommends using entitlement management to meet this requirement. Which two benefits are realized by using the entitlement management feature? Choose 2 answers

Universal containers want to ensure Cases are handled both efficiently and by the right agents, distributing the load so agents do NOT have to manually select the next Case to work. Which two Omni- Channel features will assist in this routing and distribution? Choose 2 answers

Universal Containers is developing its strategy for supporting its customers on social media sites. The company’s requirements include the ability to: • Monitor Facebook fan page for new post and comments from customers • Link new posts and comments to an existing customer record • Respond to posts from the existing Salesforce Console for Service • Create and link social personas to contacts. What should a consultant recommend to meet these requirements?

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

Universal Containers would like to implement Omni Channel within Service Cloud for their representatives. What is the first step an Administrator is required to perform in order to configure Omni Channel?

Universal Containers’ customer service technicians need to access the following information while at a customer site to complete the service call: • Customer order history • Level of contacted support • List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

Universal Containers regularly has issues with customers that need complex, hands-on technical support with high priority issues in hard-to-visit places. What should a Consultant recommend for reliable real-time support to customers to customers with these restrictions?

What statement is true about the Salesforce Knowledge article lifecycle?

Universal Containers will be launching a telesales contact center. What are two design considerations? Choose 2 answers

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, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the consultant recommend to gather information on Knowledge article usefulness?

Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

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. Which two recommended techniques should be utilized? Choose 2 answers

Universal Containers’ support management team has noticed an increase in wait times over the last several months when customers call in for support. Which tow recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

Which three processes are uses case for Visual Workflow? Choose 3 answers

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

Universal Containers’ agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

Universal Containers’ Tier 1 Support Call Center has realized an increase in call volume on a new product line. In addition, the Tier 1 Agents are having trouble resolving issues and have been escalating to Tier 2 for support. What should a Consultant recommend to reduce the call volumes and escalations?

The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases? 3 answers

Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue?

What method can be used to route cases from social channels?

Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the “Errata” record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process. What should a consultant recommend to meet this requirement?

A Service Rep transfers a Live Agent Chat to another Rep. Which two things will be happened? 2 answers

When adding a report chart to a Console Component, which three of the following should a Consultant consider? Choose 3 answers

Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 – 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the consultant suggest?

Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers. Which method should a consultant recommend for importing this data into universal containers service cloud instance 1 answer

UC wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

What is a characteristic of Visual Workflow? Choose 3 answers.

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. To meet these requirements, which type of portal license would be most appropriate for the customers?

Universal Containers must provide contact centre agents with access to a customer's payment history if the call has a billing problem. The following considerations need to be taken into account: • Billing problems account for less than 5% of calls. • Billing data is stored in an external system containing over 20 million records. • Agents do not want to maintain separate login sessions for Salesforce and the billing system. • What solution should a consultant recommend? (choose two)

When planning the migration of an existing knowledge base into Salesforce Knowledge, what factors should be considered in selecting which articles to migrate?

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– The product development team needs to be alerted on high–priority cases for specific products Which solution will meet these requirements

Universal Containers is transitioning from a legacy service and support system to salesforce. What is a recommended way to migrate and cleanse the data?