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What approach should a consultant recommend?
Universal Containers purchased Knowledge and would like to implement it as soon as possible . What approach should a consultant recommend?A . Activate Knowledge One within the Salesforce Console for Service.B . Create a Knowledge Visualforce component on the case detail page.C . Activate Knowledge One on the case detail...
What are two benefits of deploying Knowledge in Customer Communities?
What are two benefits of deploying Knowledge in Customer Communities?A . Reduces incoming call volumeB . Replaces the need for an email channelC . Eliminates tracking of customer entitlementsD . Uncovers gap in the knowledge baseView AnswerAnswer: A,B
What solution should a consultant recommend?
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories. What solution should a consultant recommend?A . Field Service LightningB . Lightning ConsoleC . Salesforce Mobile AppD . Employee CommunityView AnswerAnswer: A
Which recommendation should the Consultant make in anticipation of higher call volume?
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost...
Which three Sandbox types can be used to accomplish this?
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data. Which three Sandbox types can be used to accomplish this?A . Partial Copy SandboxB . Administrator...
Which solution should a consultant recommend?
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones . Which solution should a consultant recommend?A . Web-to-CaseB . Email-to-CaseC . Salesforce for OutlookD . On-Demand Email-to-CaseView AnswerAnswer: B
Which solution will ensure each team sees only the relevant article type for their product?
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles. Which solution will ensure each...
Which configuration option should be verified?
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console. Which configuration option should be verified?A . Verify that users have access to the chat buttons.B . Verify that users are assigned the chat user profile.C ....
Which three benefits can be expected from KCS adoption?
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answersA . Increased call deflectionB . Increased call routing accuracyC . Reduced issue resolution timeD . Reduced support channelsE . Optimized use of resourcesView AnswerAnswer: C,D,E
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?A . Cleanse the data outside of Satesfbrce and then migrate the data.B . Use the Salesforce data loader to load and cleanse the...
