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Universal Containers has millions of customers in Salesforce, but only a very smallpercentage 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? Choose 2 answers
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.
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
Universal Container'sagent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
Which system would a contact center integrate with in order to provide field service agents with information needed to provideservice at customer sites?
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
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
Thecost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization(RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should UniversalContainers consider when designing the solution? Choose 3 answers
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: • Monitor Facebook fan page for new posts 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 maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management isalerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
• Billing problemsaccount 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.
Which two solutions should a consultant recommend? Choose 2 answers
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
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?
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
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articlespertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?
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 ofSalesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
The VP of Service at Universal Containers is looking forways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. Thelegacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
A team of publishers hascreated and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality withconfiguration?
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?
How should a consultant providesuggested article functionality to lightning service console users?
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 planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
• Ability for visitors to search Knowledge articles without registering or logging in
• Ability for over one million registered customers to securely submit cases and view the status of those cases
• Ability to display white papers to registered customers
• Ability for registered customers to save favorite Knowledge articles for easy access later
What should the consultant recommend as part of the solution?
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
Universal Containers wants to letits customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
TESTED 04 May 2024