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What should a consultant recommend to meet these requirements?
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these...
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...
What should the consultant recommend to mitigation these concerns?
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. What should the consultant recommend to mitigation these concerns?A . Deploy the configured and tested app to production, update...
Which solution will ensure each team sees only the relevant article type for their product?
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles. Which solution will ensure each...
What are two benefits of deploying Knowledge in Customer Communities?
What are two benefits of deploying Knowledge in Customer Communities?A . Reduces incoming call volumeB . Replaces the need for an email channelC . Eliminates tracking of customer entitlementsD . Uncovers gap in the knowledge baseView AnswerAnswer: A,B
Which service cloud feature should the consultant recommend to address this requirement?
Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages. Which service...
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 two solutions will allow Product Managers to quickly see and review the cases that are created for their products?
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case...
What are two key considerations for this integration?
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 configurationB . Lightning Console enablementC . Call Center Definition File creationD . Service Console case creation configurationView AnswerAnswer: A,C
How can this be achieved?
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?A . Customer view of case tabB . Custom Visual force pageC . Custom reportD . Custom related listView AnswerAnswer: B
