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What is the first step an Administrator is required to perform in order to configure Omni Channel?
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives. What is the first step an Administrator is required to perform in order to configure Omni Channel?A . Assign Users to Omni Channel permissionsB . Enable Omni Channel by clicking Settings in SetupC . Assign Users...
Which two features should a Consultant consider implementing?
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answersA . Use a community template to set up their customer community.B...
What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?A . Implement salesforce radians 6...
Which two features should a consultant integrate into the Service Console?
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents. Which two features should a consultant integrate into the Service Console? Choose 2 answersA . Lightning Process BuilderB ....
Which three metrics can be used to help executive management understand service center costs?
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answersA . All open Cases by PriorityB . All open...
What would the consultant recommend to expedite the handling of these cases?
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?A . Build a repository of Knowledge...
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? Choose...
What statement is true about the Salesforce Knowledge article lifecycle?
What statement is true about the Salesforce Knowledge article lifecycle?A . Approval process CANNOT allow publishing of articles that have specific validation statusesB . Article permission sets allow agents to participate in the article publishing processC . Articles CANNOT be published until they are reviewed and validated by a qualified...
What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?A . Follow the SMEs to receive automatic updates when they...
What functionality should the consultant recommend implementing to resolve this issue?
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time. What functionality should the consultant recommend implementing to resolve this issue?A . Contact RequestsB . Social Customer ServiceC . Embedded Chat...
