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Which Omni-Channel feature meets the requirements?
Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload. Which Omni-Channel feature meets the requirements?A . Use the most available routing model.B ....
Which solution should a consultant recommend to meet the requirements?
Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) dat a. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but...
What should the consultant recommend?
Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service. What should the consultant recommend?A . Have customers search the Knowledge base for solutions.B . Provide...
Which Service Console productivity tool should a consultant recommend?
Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views. Which Service Console productivity tool should a consultant recommend?A . Run a macro on each case.B . Use a mass Quick Action.C . Use a keyboard shortcut.View...
What should a consultant recommend that UC's Salesforce admin do in this scenario?
Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts. What should a consultant recommend that UC's Salesforce...
How should the consultant resolve this issue?
After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case. How should the consultant resolve this issue?A . Inform users that the only way to create articles is from the Knowledge component.B . Enable Read/Write/Create permissions for Knowledge articles.C...
Which best practice will help UC meet its SLA?
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation. Which best practice will help UC meet its SLA?A . Assign cases to queues and use Escalation Rules to escalate cases...
How should a consultant accomplish this?
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 Web-to-Case with assignment rulesB . Omni-Channel with prioritized queuesC . Standard Email-to-Case with assignment rulesView AnswerAnswer: A Explanation: To enable...
Which strategy should a consultant recommend?
Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable...
How can a consultant migrate the file attachments?
Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the article file attachments were migrated. How can a consultant migrate the file attachments?A . Use the Files Related List on each article to add files to the articles.B ....
