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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...
What customer-related metric should the customer support management analyze?
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores . What customer-related metric should the customer support management analyze? Choose 2 AnswersA . Escalated cases by account month to dateB . High priority cases opened by account...
Which two features should a consultant integrate into the Service Console?
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents. Which two features should a consultant integrate into the Service Console? Choose 2 answersA . Lightning Process BuilderB ....
KCS (knowledge centered support) what is it? Choose 2 Answers
KCS (knowledge centered support) what is it? Choose 2 AnswersA . Standard for managing customer support and deliveryB . Method for social media managementC . Share knowledge with the business partnersD . Process for creating and maintaining knowledgeView AnswerAnswer: C,D
What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer . What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?A . Follow the SMEs to receive automatic updates when...
Which solution will meet these requirements?
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: - Agents need to collaborate with other teams. - The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?A . Use Process...
Milestones can be added to which three object types? Choose 3 Answers
Milestones can be added to which three object types? Choose 3 AnswersA . Work orderB . CaseC . ServiceD . EntitlementE . AccountView AnswerAnswer: A,B,D
What can be used to measure an increase in customer satisfaction?
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.A . Service level agreementB . First call resolutionC . Average handle timeD . Customer satisfaction surveyView AnswerAnswer: B,D
Which product and license type would meet all of these requirements?
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases. Which product and license type would meet all of these requirements?A . Force.com Sites...
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...
