Service Cloud Consultant V1

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record. Which channel should a consultant recommend to meet these requirements?A . Email-to-case B. Social Customer Service C. Chat D....

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answersA . Enable article customization for open cases. B. Enable agents to create their own personal articles. C. Enable suggested articles on new...

Universal Containers wants to implement a customer service community. The goal of the community is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?A . Create a sharing rule to share the contact record with the community member. B. Change the...

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the .... Which configuration option should be verified?A . Verify that users have access to the Chat public group. B. Verify that users are assigned the Chat user profile...

universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call centerA . Omni channel B. Contact Requests C. field service D. Mobile connectView AnswerAnswer: C

What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?A . Create a page layout for each record type; assign layouts to service agents. B. Create a data category for each product; assign data categories to service agents. C. Create...

Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?A . Chat Queue-based routing B. Case Skills-based Assignment Rules C. Omni-channel Queue-based routing D. Omni-channel Skills-based routingView AnswerAnswer: C

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 . Restrict the Manage Articles...

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answersA . Knowledge search query with no results. B. Knowledge articles with the lowest rating. C. Number of knowledge articles in...

universal Containers (UC) hired agents in an expansion of the contactcenter. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents. Which two features should a consultant integrate of the Service Console? Choose 2 answersA . Lightning Flow for...