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Which approach should be used for the data migration?
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. Which approach should be used for the data migration?A . Prepare, Plan, Test, Execute, Validate B. Plan, Prepare, Test, Execute, Validate...
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...
What should the Consultant recommend to gather information on Knowledge article usefulness?
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?A . Contact Salesforce to send a report on article efficacy. B. Send out a monthly survey to customers...
Which solution should a Consultant suggest to improve the efficiency of console users?
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?A . Enable...
What should the consultant recommend to mitigation these concerns?
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. What should the consultant recommend to mitigation these concerns?A . Deploy the configured and tested app to production, update...
What is the recommended method to meet the requirements?
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet...
Which solution should a consultant recommend?
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. Which solution should a consultant recommend?A . Web-to-Case B. Outlook...
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-Channel B. Page Layouts C. Record Types D. Support Processes E. Article TypesView AnswerAnswer: B, C,...
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problemA . Configure Case Assignment Rules to use Queues. B. Configure Omni-Channel Routing Model as Most Available. C. Configure Case Assignment Rules to...
What is the recommended method to consistently capture new caller details?
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record. A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case....
