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What should a consultant recommend as the next step?
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?A . Prioritize the requirements based on who submitted them. B. Identify the requirements needed for initial...
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...
What should the Consultant recommend to gather information on Knowledge article usefulness?
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?A . Contact Salesforce to send a report on article efficacy. B. Send out a monthly survey to customers...
What required step Should a consultant address before configuring Omni Channel?
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?A . Customize service channel settings to define how the organization receives work from various B. Create a Salesforce Case to have Omni-Channel enabled. C. Create the...
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...
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 feature should the Consultant consider?
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?A . Omni-Channel B. Entitlements C. Case Escalation D. Case MilestonesView AnswerAnswer: B
What is the recommended method to decrease the time it takes to close cases?
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management. What is...
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...
What should be used for migration functionality?
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?A . Visual Studio Code and change sets B. Mass Transfer Records, change sets, and Visual Studio Code C....
