ADX261

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories. What solution should a consultant recommend?A . Field Service LightningB . Lightning ConsoleC . Salesforce Mobile AppD . Employee CommunityView AnswerAnswer: A Explanation: Field Service Lightning is a solution that enables managers to...

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements?A . Configure Case Escalation Rules.B . Define Entitlement and...

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. How should a Consultant accomplish this?A . Standard Email-to-Case with assignment rulesB . Lightning Email with web routing prioritizationC . Omni-Channel with prioritized queuesD . Standard Web-to-Case with...

What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?A . Create a page layout for each record type; assign layouts to service agents.B . Create a data category for each product; assign data categories to service agents.C . Create...

Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. What is the recommended method to...

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record. Which channel should a consultant recommend to meet these requirements?A . Email-to-caseB . Social Customer ServiceC . ChatD ....

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?A . Social Persona for Twitter and Facebook.B . Social Media Marketing message tagging.C . Social Customer Service...

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked...

Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements?A . Allow Comments on Knowledge articles.B . Implement Case Assignment Rules.C . Enable Chat in an Experience Cloud site.D ....

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?A . Contact Salesforce to send a report on article efficacy.B . Send out a monthly survey to customers...