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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 ....
Which two steps should be completed to meet this request?
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Which two steps should be completed to meet this request? Choose 2 answersA . Enable Work Orders.B . Create an Entitlement Process.C . Set up Milestones.D . Configure Service Contracts.View AnswerAnswer:...
What customer-related metric should the customer support management analyze?
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 AnswersA . Escalated cases by account month to dateB . High priority cases opened by account month...
What should be configured to meet this requirement?
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?A . Entitlement processes, milestones, milestone actions, and entitlementsB . Entitlement processes, contracts, contract line Items, and entitlementsC . Entitlement processes, contract line items, milestones, and entitlementsD...
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problemA . Configure Case Assignment Rules to use Queues.B . Configure Omni-Channel Routing Model as Most Available.C . Configure Case Assignment Rules to...
What configuration should a consultant recommend?
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?A . Keep all open in tabs.B . Use a second Console session.C . Define a custom List View.D ....
What tool should a consultant recommend to implement this requirement?
UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?A . Auto launch flowB . Salesforce...
Which solution should a Consultant suggest to improve the efficiency of console users?
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?A . Enable...
Which two solutions should a Consultant recommend to correct this problem?
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a Consultant recommend to correct this problem? Choose 2 answersA . Create a...
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
