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Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.A . Migrate closed cases...
Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times?
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times . Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answersA . Configure Assignment Rules based on Case...
What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
Universal containers uses social media to monitor new trends and issues that require a response by their community team . What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?A . Implement salesforce radians...
Which feature should the Consultant consider?
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement . Which feature should the Consultant consider?A . Omni-ChannelB . EntitlementsC . Case EscalationD . Case MilestonesView AnswerAnswer: B
What should a consultant recommend to accomplish this?
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter) . What should a consultant recommend to accomplish this?A . Create a service cloud console to support...
Which metric should be recommended?
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent . Which metric should be recommended?...
Which options are available with Email-to-Case?
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email . Which options are available with Email-to-Case? (Choose 2)A . Only one inbound email address can be used for Email-to-CaseB . Follow-up emails and attachments related to a case are attached to the caseC...
What should a consultant recommend to address this problem?
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance. What should a consultant recommend to address this problem?A . Limit Customers to 5 Cases per day.B . Provide a self-help Customer Community.C . Add more...
Which three configurations must be made?
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature. Which three configurations must be made? Choose 3 answersA . Users must use Lightning Experience.B . Publisher Actions used in the macros must be on the page layout.C ....
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize...
