Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will bemigrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospectsthat have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What shouldthey use?
A contact center manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
Why would customer upgrade from self-service to customer portal (Choose 3)?
Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
Which system would a contact center integrate with in order to provide field service agents with information needed to provideservice at customer sites?
Which case submission process leverages Apex email services?
What is a benefit of a customer community? Choose 2 answers.
A manager has noticed an increasein 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 company is planning forthe migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requestedfrequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
What are two design considerations for a Live Agent implementation? Choose 2 answers
Universal Containers' customer service technicians need to access the following informationwhile at a customer site to complete the service call: • Customer order history • Level of contracted support • List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?
Universal Containers has basicfield service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Whichsolution will create and route the field service dispatch record when the case is saved?
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
How should a consultant providesuggested article functionality to lightning service console users?
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options areavailable with Email-to-Case? (Choose 2)
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
Universal Containers' support management team hasnoticed 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 answers
Which solution can be used to improve call deflection?
Which two solutions can be used to enable agents to manage multiple cases at the sametime when designing a Contact Center? Choose 2 answers
Which three processes are uses case for Visual Workflow? Choose 3 answers
Which two capabilities of Salesforce Knowledge ensure accurate content inArticles?
Choose 2 answers
KCS (knowledge centered support) what is it? Choose 2Answers
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommendedsolution to increase the involvement of SMEs and track the case to completion in Chatter?
Universal Containers wants to provide its resellers a secure portal where they canmanage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
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 configuredfeatures are required. Which solution should a Consultant suggest to improve the efficiency of console users?
If a Case cannot be resolved after Tier 1 has performed theirtroubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
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 answers
A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?
Universal containers is migrating from classic knowledge to lightning knowledge usingthe lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?
UniversalContainers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers