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Which reporting solution should a consultant recommend?
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should a consultant...
Which three benefits can be expected from KCS adoption?
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answersA . Increased call deflectionB . Increased call routing accuracyC . Reduced issue resolution timeD . Reduced support channelsE . Optimized use of resourcesView AnswerAnswer: ACE Explanation: Knowledge-Centered Support (KCS)...
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answersA . Ensure that at least 60% of the code is covered by unit tests before deploying to production.B . Plan and communicate the deployment to all users of the organization in advance.C...
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answersA . On a utility bar of the Lightning AppB . On a record Highlights PanelC . On a record Activity Feed listD . On the...
How can a Consultant configure the Lightning Service Console to support this requirement?
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?A . Enable Omni-Channel Case assignmentB . Define separate...
What is the recommended method to meet the requirements?
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet...
Which two feature should the consultant recommend as part of the deployment?
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack. Which two feature should the consultant recommend as part of the deployment?A . Select two Twitter or Facebook...
Which three Salesforce productivity features should be used to accomplish this requirement?
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answersA . Omni-ChannelB . Publisher ActionsC...
Which configuration option should be verified?
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the .... Which configuration option should be verified?A . Verify that users have access to the Chat public group.B . Verify that users are assigned the Chat user profileC...
Which three statements should be considered?
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered? Choose 3 answersA . Attachments and .html files in Classic Knowledge are moved to the Files object.B . Visualforce pages refer to Classic article types.C . Each article must be associated...
