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Which Salesforce productivity feature should a consultant use 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 Salesforce productivity feature should a consultant use to accomplish this requirement?A . MacrosB . Quick actionC . FlowView AnswerAnswer:...
How should a consultant configure a report that shows the average number of days that Cases stay open?
How should a consultant configure a report that shows the average number of days that Cases stay open?A . Create a formula field on Case to calculate the average age.B . Create a report snapshot of the number of open Cases each day.C . Use the standard Case age field...
What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?
What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?A . The report must be used on a Dashboard.B . The report must have a standard Report Type.C . The report must contain a chart.View AnswerAnswer: C Explanation: When adding a report...
Which feature should the consultant recommend?
Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's support offerings should be adjusted. Which feature should the consultant recommend?A . Build a joined report.B . Build a dashboard.C . Build a custom report type.View AnswerAnswer: C Explanation: Creating...
Which configuration should a consultant use when deploying the console?
Universal Containers has technical support and general customer service teams that use unique Service Console applications. Which configuration should a consultant use when deploying the console?A . Assign the app to the User profile.B . Assign a permission set granting the Service User license.C . Assign the Service User license...
Which metric should a consultant use to help executive management understand support center costs?
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable. Which metric should a consultant use to help executive management understand support center costs?A . All Cases by CustomerB . All Open Cases by PriorityC . Case Resolution...
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?A . Path for CasesB . Escalation RulesC . Einstein Next Best ActionView AnswerAnswer: A Explanation: To assist a Tier...
Following best practices, which development and deployment path should a consultant recommend?
Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems. Following best practices, which development and deployment path should a consultant recommend?A . Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration...
Which solution should a consultant recommend for integration?
Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems. Which solution should a consultant recommend for integration?A . Utilize Apex with integrated External Objects.B . Utilize an AppExchange integration package.C . Utilize MuleSoft to...
Which analytics solution should the consultant recommend?
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center. Which analytics solution should the consultant recommend?A . Case report grouped by Call CenterB . Case History report grouped by Call CenterC . Dynamic Dashboard grouped by Call CenterView AnswerAnswer: C Explanation:...
