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Which two capabilities can the Customer Community provide to Universal Containers' customers?
Customer Community to provide customers with a self-service option for support . Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answersA . Allows customers to customize their user interfaceB . Allows customers the ability to collaborateC . Allows customers to customize reports and dashboardsD...
Which reports can the help desk manager use to determine the quality of the articles?
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents . Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answersA . Report on the articles followed in...
Which three processes are uses case for Visual Workflow? Choose 3 answers
Which three processes are uses case for Visual Workflow? Choose 3 answersA . Cross-sell promotions for agentsB . Decision-based troubleshooting for agentsC . Assignment of email to a case queue based on subjectD . Caller verification and creation of a new caseE . Field validation during case creationView AnswerAnswer: A,B,D
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 action should be taken to reduce the call volumes and escalations?
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?A . Create Knowledge Articles and...
Which two solutions should a consultant recommend to minimize the need to hire more agents?
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio . Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answersA . CommunityB . Web -to -CaseC . Live AgentD . Chatter QuestionsView AnswerAnswer:...
Which configuration option should be verified?
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console. Which configuration option should be verified?A . verify that users have access to the Live Agent chat buttons.B . Verify that users have access to...
How can a consultant migrate the file attachments?
Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated. How can a consultant migrate the file attachments?A . Use the files related list on each article to add files to your articles.B...
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
What are three considerations when adding a report chart to a Console Component? Choose 3 answersA . The report chart is added to the Page Layout.B . The report is shared with a Chatter Group.C . The report is a Summary or Matrix report.D . The report contains a chart.E...
Which two customer-related metrics should the customer support management analyze?
Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze? Choose 2 answersA . High priority cases opened by account month-to-dateB . Time spent by account year-to-dateC ....
