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Which approach should a consultant implement?
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement?A . Define Case Auto-Response Rules.B . Establish Case Assignment Rules.C . Create a Process Builder with Scheduled Actions.D . Configure Case Escalation Rules.View AnswerAnswer:...
Which approach should a consultant implement?
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days. Which approach should a consultant implement?A . Define case auto-response rules.B . Estabalish case assignment rules.C . Use Flow Builder to create a flow with scheduled path.D . Configure case...
What should a consultant recommend to meet this requirement?
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?A . Social Persona for Twitter and Facebook.B . Social Media Marketing message tagging.C . Social Customer Service...
Which two feature should the consultant recommend as part of the deployment?
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack. Which two feature should the consultant recommend as part of the deployment?A . Select two Twitter or Facebook...
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answersA . Approval Process that assigns an Article to a Reviewer Queue.B . Knowledge Action to Publish an Article once the Article is approved.C . Validation Rules for article record types to verify all fields during creation.D...
Which approach should a consultant recommend in this scenario?
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?A . Assign a global team of experienced agents...
Which two reports should the contact center manager present to executive management?
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...
What should a consultant configure to satisfy this request?
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?A . Create a macro to send an email with the article to the customer.B . Create a...
Which two metrics can be used to assess the success of the new workforce management system?
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the...
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...
