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Which two steps should be completed to meet this request?
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Which two steps should be completed to meet this request? Choose 2 answersA . Enable Work Orders.B . Create an Entitlement Process.C . Set up Milestones.D . Configure Service Contracts.View AnswerAnswer:...
Which two actions will improve the performance of the list views?
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answersA . Restrict visibility of the viewsB . Reduce the number of fields displayedC ....
What should a Consultant recommend to address this issue?
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue?A . Insert a reference Thread ID in the email subject templateB ....
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 solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers . Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?A ....
What is the first step an Administrator is required to perform in order to configure Omni Channel?
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives. What is the first step an Administrator is required to perform in order to configure Omni Channel?A . Assign Users to Omni Channel permissionsB . Enable Omni Channel by clicking Settings in SetupC . Assign Users...
Which two should the company do to address this situation?
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. Which two should the company do to address this situation? Choose 2 answersA . Measure...
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?A . Comment Search ComponentB . Comments List ViewC . Global SearchD . Search Utility ComponentView AnswerAnswer: C
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 ....
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 tor Twitter and Facebook.B . Social Media Marketing message tagging.C . Social Customer Service...
