- All Exams Instant Download
What should a consultant recommend to address this problem?
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance. What should a consultant recommend to address this problem?A . Limit Customers to 5 Cases per day.B . Provide a self-help Customer Community.C . Add more...
Which method should the Consultant suggest?
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the Consultant suggest?A . Omni-Channel...
What should a consultant recommend to help reverse this trend?
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.A . Track social sentiment across social media outletsB . Improve the training provided to existing agentsC . Hire more agents for...
Which approach should a consultant recommend in this scenario?
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?A . Assign a global team of experienced agents...
Which three actions should a Consultant recommend to meet these requirements?
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well . Which three actions should a Consultant recommend...
Which feature should the consultant consider?
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement. Which feature should the consultant consider?A . EntitlementsB . Omni-channelC . Case milestonesD . Case escalationView AnswerAnswer: A,B,D
How would a Consultant address this requirement?
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received. How would a Consultant address this requirement?A . Configure Case...
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
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...
• Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements: • Ability for visitors to search Knowledge articles without registering or logging in • Ability for over one million registered customers to securely submit cases and view the status of those...
Which two solutions should a Consultant recommend to correct this problem?
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a Consultant recommend to correct this problem? Choose 2 answersA . Create a...
