ADX261

Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days. Which approach should a consultant implement?A . Define case auto-response rules.B . Estabalish case assignment rules.C . Use Flow Builder to create a flow with scheduled path.D . Configure case...

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Which two steps should be completed to meet this request? Choose 2 answersA . Enable Work Orders.B . Create an Entitlement Process.C . Set up Milestones.D . Configure Service Contracts.View AnswerAnswer:...

Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours. The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and...

Universal Container's agent’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 answersA . Add multiple ELSE IF...

Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time. What functionality should the consultant recommend implementing to resolve this issue?A . Contact RequestsB . Social Customer ServiceC . Embedded Chat...

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend?A . Create a list view report that includes fields for call center location, agent, calendar month, and...

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answersA . Approval Process that assigns an Article to a Reviewer Queue.B . Knowledge Action to Publish an Article once the Article is approved.C . Validation Rules for article record types to verify all fields during creation.D...

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?A . Entitlement processes, milestones, milestone actions, and entitlementsB . Entitlement processes, contracts, contract line Items, and entitlementsC . Entitlement processes, contract line items, milestones, and entitlementsD...

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement? Choose 3 answersA . customer satisfaction SurveyB . Customer Purchase HistoryC . Customer Support RequestsD . Net promoter ScoreE . Service Level AgreementView AnswerAnswer: ADE Explanation:...

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?A . set a cutoff date of 1.5 months before user acceptance testing for any change requests.B . Generate continuous feedback from the project team, and adjust the requirements and deliverables...