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What approach should a consultant recommend to meet these requirements?
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements?A . Configure Case Escalation Rules.B . Define Entitlement and...
What should a consultant recommend as part of the solution?
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record . What should a consultant recommend as part of the solution?A . An outbound message to a middleware platform to provide map detailsB...
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-ChannelB . EntitlementsC . Case EscalationD . Case MilestonesView AnswerAnswer: B
What should a consultant recommend to improve this metric?
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric . What should a consultant recommend to improve this metric?A . Skills -based routingB . Private branch exchangeC . Workforce...
Which three configurations must be made?
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature. Which three configurations must be made? Choose 3 answersA . Users must use Lightning Experience.B . Publisher Actions used in the macros must be on the page layout.C ....
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answersA . Interactive Voice ResponseB . Computer Telephone IntegrationC . Social Customer ServiceD . Live AgentView AnswerAnswer: C,D
Which two metrics are useful for identifying knowledge article effectiveness?
A manager would like information on the knowledge base searches conducted by customers and call center agents . Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answersA . Knowledge search query with no results.B . Knowledge articles with the lowest rating.C . Number of knowledge articles...
What tool should a consultant recommend to implement this requirement?
Universal Containers 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 ....
Which solution should a consultant recommend to meet these requirements?
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below: Support attachments up to 20MB per inquiry Over 10,000 inquiries per day Which solution should a consultant recommend to meet these requirements?A . Email-to-CaseB . Web-to-CaseC...
How should the console be configured to satisfy this requirement?
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information. How should the console be configured to satisfy this requirement?A . Configure both customer...
