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What should be considered in the design?
Universal Containers will be launching a telesales contact center . What should be considered in the design? Choose 2 answers.A . Integration with Field service teams and appsB . Strategies to maximize call deflectionC . Performance for high volume of interactionsD . Integration with Lead Generation team and appsView AnswerAnswer:...
What should a consultant recommend?
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members. What should a consultant recommend?A . Define data categories with custom visibility.B . Define article types with public sharing settings.C . Define topics for each knowledge article.D ....
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. How should a consultant deploy these Permission Sets to Production?A . Use a Change SetB . Manually re-create the Permission SetsC . Create an Unmanaged PackageD . Publish a Managed PackageView AnswerAnswer: A
Which metric should be recommended?
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent . Which metric should be recommended?...
Which two things will happened?
A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?A . The Customer is shown the new Rep's nameB . Both Service Reps can chat with the customerC . The chat transcripts and case are transferredD . The Customer doesn't know they were transferredView...
What should a Consultant recommend to address this issue?
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue?A . Insert a reference Thread ID in the email subject templateB ....
What solution should a consultant recommend?
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend?A . Email-to-CaseB . web-to-CaseC . An AppExchange packageD . On-Demand Email-to-CaseView AnswerAnswer: D
Which solution can be used to improve call deflection?
Which solution can be used to improve call deflection?A . Knowledge baseB . Community forumC . Assignment rulesD . Web chatE . Case routingView AnswerAnswer: D
Which two reports should the contact center manager present to executive management?
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . Which two reports should the contact center manager present to executive management? Choose 2 answersA . Number...
Which two items should a Consultant consider to improve the KPI scores?
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers . Which two items should a Consultant consider to improve the KPI scores? Choose 2 answersA . Service Console Knowledge ComponentsB . Service...
