Service Cloud Consultant V2

Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. Which solution should a consultant recommend?A . Web-to-Case B. Outlook...

The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should a consultant...

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 Survey B. Customer Purchase History C. Customer Support Requests D. Net promoter Score E. Service Level AgreementView AnswerAnswer: A, B,...

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement?A . Web-to-Case B. Embedded Chat Service C. Customer Community D. Case Assignment RulesView AnswerAnswer: B

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-Case B. web-to-Case C. An AppExchange package D. On-Demand Email-to-CaseView AnswerAnswer: D

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answersA . CTI Adapter configuration B. Lightning Console enablement C. Call Center Definition File creation D. Service Console case creation configurationView AnswerAnswer: A, C

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 name B. Both Service Reps can chat with the customer C. The chat transcripts and case are transferred D. The Customer doesn't know they were transferredView...

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answersA . Increased call deflection B. Increased call routing accuracy C. Reduced issue resolution time D. Reduced support channels E. Optimized use of resourcesView AnswerAnswer: C, D, E

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answersA . Customer community B. Knowledge base C. Service cloud console D. Automatic call distributionView AnswerAnswer: A, B

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 of...