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Which two solutions should a Consultant recommend to correct this problem?
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a Consultant recommend to correct this problem? Choose 2 answersA . Create a...
Which reporting solution should be recommended?
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?A . Create a report using the case historical trending...
Which two actions should a Consultant recommend to address the lack of quality checking?
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answersA . Set up an intuitive...
Which two features should a Consultant recommend to address this concern?
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case. Which two features should a Consultant recommend to address this concern? Choose 2 answersA . Visual WorkflowB . Lightning Guided EngagementC . Quick TextD...
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...
Which three features could be implemented to support this?
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answersA . Omni-ChannelB . Page LayoutsC . Record TypesD . Support ProcessesE . Article TypesView AnswerAnswer: A,C,D
Which two recommendations should a Consultant suggest to help decrease customer wait times?
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support . Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answersA . Create reports to analyze call data in order to...
How should a consultant correct this problem?
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production. How should a consultant correct this problem?A . Grant Authors access to the FAQ article...
Which three measures should the Consultant recommend to ensure transparency during the upgrade process?
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers . Which three measures should the Consultant recommend to ensure transparency...
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose 2 answers
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose 2 answersA . Data Category to assign an Article Type to a ReviewerB . Validation Rules for Article Types to verify all fields during creationC . Knowledge Action to Publish an Article once the Article is approvedD ....
