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What is the recommended feature to meet the requirements?
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue. What is the recommended feature to meet the requirements?A ....
What is the recommended feature to improve productivity?
Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching. What is the recommended feature to improve productivity?A . Keyboard...
What should a consultant recommend to modify the Case Assignment rules?
Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case....
Which solution allows product managers to quickly see and review the cases that are created for their products?
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case...
Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?
Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?A . Omni-Channel AnalyticsB . Omni-Channel Utility componentC . Omni-Channel Supervisor tabView AnswerAnswer: C Explanation: The Omni-Channel Supervisor tab in the Lightning Service Console provides real-time visibility into the...
Which benefit can be expected from KCS adoption?
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which benefit can be expected from KCS adoption?A . Reduced administrative overheadB . Reduced need for self-serviceC . Reduced issue resolution timeView AnswerAnswer: C Explanation: Knowledge-Centered Support (KCS) focuses on integrating knowledge creation and maintenance into the problem-solving process. By adopting...
Following best practices, how should a consultant deploy these permission sets to production?
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes. Following best practices, how should a consultant deploy these permission sets to production?A . Use a change set.B . Re-create them manually.C . Use Salesforce Workbench.View AnswerAnswer: A Explanation: The best practice for...
Which best practice should a consultant recommend?
Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same customer contacts. UC wants to ensure that its Salesforce instance has clean data. Which best practice should a consultant recommend?A . Deduplicate the data before importing...
Which question should the consultant ask to determine the preferred solution?
Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution. Which question should the consultant ask to determine the preferred solution?A . Will customers access Knowledge articles through...
Which functionality should the consultant recommend to address the problem?
Universal Containers’ customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times. Which functionality should the consultant recommend to address the problem?A . Embedded Chat windowB . Contact requestsC . Web-to-CaseView AnswerAnswer:...
