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Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases. Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with...
What is the first step an Administrator is required to perform in order to configure Omni Channel?
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives. What is the first step an Administrator is required to perform in order to configure Omni Channel?A . Assign Users to Omni Channel permissionsB . Enable Omni Channel by clicking Settings in SetupC . Assign Users...
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?A . Omni-Channel Utility ComponentB . Cases report sorted by Rep and Case OwnerC . Cases report sorted by Rep and Case CreatedDateD . Omni-Channel Supervisor tabView AnswerAnswer: D
Which method can be used to route cases from social channels?
Which method can be used to route cases from social channels?A . use Twitter-to-case and add workflow rules to the case object.B . Enable Social Customer Service and add assignment rules to the case object.C . Enable Social Network Profile and add workflow rules to the contact object.D . Enable...
How can a consultant migrate the file attachments?
Universal containers is migrating from classic 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 your articles.B...
Which action should be taken to reduce the call volumes and escalations?
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?A . Create Knowledge Articles and...
Which two actions should a Consultant recommend to address the lack of quality checking?
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answersA . Set up an intuitive...
Which three measures satisfy this requirement?
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: A,B,D
Which type of Community license should be used to meet these requirements?
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history. Which type of Community license should be used to meet these requirements?A . Customer Community PlusB . Customer CommunityC . High Volume Customer PortalD . Lightning External Apps StarterView...
Which native Service Cloud solution is used for case satisfaction surveys?
Which native Service Cloud solution is used for case satisfaction surveys?A . Create a Web-to-case form with a custom case type of surveyB . Enable the case survey option on the case objectC . Enable the case survey auto-response ruleD . Check the survey option in the case settingsView AnswerAnswer:...
