A. Universal Containers has Technical Support and general Customer Service teams that use unique They do not have resources to set up a call center and need to make support available through another means. Set up analytical snapshots to capture key case information and create historical trending reports. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. A. As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy? How should a consultant deploy this permission set to prod? this best be achieved? B. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import. B. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management. Use case teams to close Enable Case Comment notification to notify contacts when a case comment has been modified or added to a case. Service Console applications. To research the situation, the support manager wants to Snakk gjennom alle mulige vinkler for se, hvis du kan f et tilfredsstillende svar. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Choose 2 answers D. Add the Suggested Article widget to the Case page layout. 3.Create a Workflow Rule that checks for a blank Owner field. Verify that users are assigned the Chat user profile. Support Managers are noticing that many Agents are forgetting to perform this step. Which reporting solution should be recommended? To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. D. On the Highlights Panel of a Primary tab, A. Most popular articles To meet these requirements, which Use a global quick action to capture details. Choose 3 answers Choose 2 Customer Satisfaction ANSWER Migrate a test deployment to a staging environment for a smoother real-life experience. Forsikre deg om at du gjr litt research p kosmetisk kirurgi fr du gr under kniven. E. A separate .csv import file is uploaded for each article type. Universal Containers requires that a case is logged for every incoming support call. C. Create a workflow email alert to send the article to the customer. Choose 2 answers B. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization. FALSE A Service Manager has just configured Chat at a company site. Number of leads created A. Force.com Sites A. A separate .csv import file is uploaded for each data category Which reporting solution should a consultant recommend? C. Configure the case list under custom console components so users can view the list view along Recently, Universal Containers has implemented a Customer What solution should the consultant recommend to meet this request? Contact. E. Collect input from stakeholders. C. Activate data validation rules D. Quick Actions must be enabled in the org. 1.A Default Case Team on each User's record Which approach should a consultant Password different then username C. Prevent common words D. Password complexity requirement. Choose 3 answers All Rights Reserved, Good Friday Sale Special Limited Time 70% Discount Offer -, Load More Service-Cloud-Consultant Questions, Unlock All Service-Cloud-Consultant Questions, Service-Cloud-Consultant - Salesforce Certified Service cloud consultant (SP23), Service-Cloud-Consultant All Real Exam Questions, Service-Cloud-Consultant Exam easy to use and print PDF format, Download Free Service-Cloud-Consultant Demo (Try before Buy). C. Use an assignment rule to assign new cases to the product manager Use Open CTI with Pop to flow to capture details. 2.Assignment Rules and Queues D. Links the Chatter message to Twitter, Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. Create a Process Builder with Scheduled Actions. Create a report using the Case Historical Trending report type. B. C. Case closure rules on the original case. FALSE Run and view Salesforce reports. C. Utility Bar ANSWER Mass Transfer Records, change sets, and Visual Studio Code B. ANSWER Indicates a clickable URL hyperlink Create a sharing rule to share the contact record with the site member. The brand Cisco is a registered trademark of CISCO, Inc A. Number of published article views. A. Configure Macros Add the Knowledge tab to the Console app. Queues prioritize, distribute, and assign records to teams who share workloads. Utilize KCS to manage Knowledge answers Enable templates for written responses. The Social Feed Which factor should a Consultant consider as part of the migration strategy? Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. A. D. Better reporting, A. Implement Service Cloud console to support agents WebThe Support Manager at Universal Containers is getting inaccurate agent performance reports. They want external support requests to be directed to customer support representatives based on the contact's location. WebThe customer service team at Universal containers uses a custom Project object to track their customer projects. A. Aldri g til et sykehus eller klinikk uten frst sjekke legitimasjonen. ANSWER Universal Containers is implementing Salesforce Knowledge for call center agents. Du trenger ikke svare p andre, men du vil fle deg tryggere p din beslutning. (choose 1 answer) Each group's manager would like a report on their agents" daily call volume, including related case and contact information. 2.Define the Default Case Owner in Support Settings. C. Ask contact center managers to review data each quarter to possibly delete. D. To automate business processes for agents who troubleshoot customer support issues via phone. Create a report using the Case Lifecycle report type. Universal Storage Containers was great to work with and made the entire process easy to add portable moving & storage containers to my existing business. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. The Customer does not know they were transferred. service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. Lightning Knowledge A. CFA Institute does not endorse, promote or warrant the accuracy or quality of these questions. D. Set up a sharing set to grant access based on the site member's contact record. The Chat Transcript and Case are transferred. Du kommer til nske forst alt som er involvert i kosmetisk kirurgi som kostnader, risiko, og hvordan du skal forberede deg p den faktiske operasjonen. C. Enable service contracts and entitlements Quick Actions must be enabled in the org. Tasks have due dates. Add custom visual force pages to the case feed page layout. https://developer.salesforce.com/files/ti/thi/THI-000393/administratorpracticetest.html. E. Implement SOS for mobile experience, Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls? A. D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray. The company would like to automatically create a field service dispatch record and assign it to C. Number of lead referrals C. Indicates the name of a group in which to place the Chatter message Article Record Types will be created as part of the import. A. Configure call center definition C. Assign users the Service User license on their User record. Which two metrics are useful for identifying knowledge article effectiveness? The goal of the site is to enable community members to access, create, and manage cases online. C. Net Promoter Score Sjekk om kirurgen din er kvalifisert. B. What should the System Administrator use to set this up? B. B. Which two options should the administrator use to help the support team? What can universal containers do to reduce costs and immediately improve contact center agent The Customer does not know they were transferred. Agents can use telephony on a wide range of browsers and operating systems while only developing once. Choose 2 answers, Service Console case creation configuration. Choose 2 answers However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. D. Identify those cases and assign to the closure team, C. Supervisors to investigate those cases D. Knowledge Base D. Keyboard Shortcuts answers. A. A. Omni-Channel Average Handle Time Tips For Hvis Du Planlegger F Kosmetisk Kirurgi, Enkle Tips For De Som Tenker P Kosmetisk Kirurgi. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Create an email template to send articles as PDF attachments. B. Options: A. C. Redirect users from the company site to social media forums about the products. How A. Email to Case Which solution will create and route the field service dispatch record when the case is saved? C. On the footer of the Lightning Console A. recommend to meet this requirement? E. Assign users to a call center, A. Configure call center definition To continue. Update the case assignment rule to add the site member to the predefined case team. Choose 2 answers A. Which two advantages does Salesforce provide with the OpenCTI framework? and last modified date. C. Percent of cases closed with chatter posts Choose 2 answers A . Set article Org Wide Default to Public ReadWrite. D. Waterfall, A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter Level of contracted support Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. All Rights Reserved, Good Friday Sale - Limited Time 65% Discount Offer -, Free Service-Cloud-Consultant Questions Attempt, Newly Released Salesforce Service-Cloud-Consultant Exam PDF, Salesforce Service-Cloud-Consultant Based on Real Exam Environment, Salesforce Certified Service Cloud Consultant Service-Cloud-Consultant New Questions, Service-Cloud-Consultant - Salesforce Certified Service cloud consultant (SP23), Service-Cloud-Consultant All Real Exam Questions, Service-Cloud-Consultant Exam easy to use and print PDF format, Download Free Service-Cloud-Consultant Demo (Try before Buy). Allow agents to create Knowledge articles when closing a case. The following considerations need to be taken into account: Billing Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting? Create a report using the Case Lifecycle report type Define criteria-based record page components. C. # of cases via email C. The Case Feed Which two features should a Consultant recommend? D. Make knowledge base articles and community answers accessible on its website. Create case teams to help groups of people work together to solve cases. B. B. How should a consultant deploy this permission set to prod? A. Universal Containers email policy requires that all email traffic remain within its firewall. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Streamline the agent interface. B. D. Use an Apex trigger, The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. What should a System Administrator define to implement this requirement? 4.Adding a link for Auto-Response Rules for Solutions. B. Universal Containers wants to allow potential customers to submit Cases for technical inquiries. They do not have resources to set up a call center and need to make support available through another means. Which two options should they consider? Choose 2 options. Instead, UC wants an external system be notified of the error. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. This allows users to view the list alongside the case view in the console 3.Enable Case Comment Notification to Contacts. Number of new customers added C . that need to be worked on. Get the latest business needs to give customers access to service level agreements (SLA) via the portal. ANSWER C. Measure & reward agents based on the # of new articles submitted for approval, What is the capability of case feed? Train end users after deployment. Choose 2 answers Options: A. Configure a flow to assign the cases to the queue. Etter litt underskelser kan du finne ut om kosmetisk kirurgi er for deg eller ikke. Which solution should a consultant Communities C. Approval Processes Unique page layouts for each Case Record Type Partner portal Use a workflow rule with an action Register as a new user and use Qiita more conveniently, 5/17-19Qiita Conference 2023, https://developer.salesforce.com/files/ti/thi/THI-000393/administratorpracticetest.html, You can efficiently read back useful information. D. Access to Knowledge Articles, B. Which approach should the Consultant use for data migration? B. Universal Containers runs a support operation with multiple call centers. Use escalation rule to send an email Use escalation rules for notifications and account teams to monitor cases. Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. B. Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. status during their lifecycle. C. Number of open cases per day Case comment notifications do not allow for self-service. Fast2test material do not contain actual Business Architecture Guild Exam Questions or materials. How should a sales rep create an all-day event in Salesforce? taken before performing the migration of the data (Choose 2)? Article Record Types must be created before the import. Which approach should a consultant Use Twitter-to-Case and add workflow rules to the case object 1.Generate Web-to-Case HTML code to add to the website C. Embed case feed functionality within a visual force page. Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below. D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is How should a consultant correct this problem. A self-service portal provides an online support channel for your customers - allowing them to resolve their inquiries without contacting a customer service representative. A. C. Self-service portal An App builder needs to create a relationship between the project object and the related client Account record. Which two things will happen? Now any cases that havent been closed in 5 hours are assigned to the right person. 3.Automated Notifications and Groups service cloud instance A manager has noticed an increase in average case age. D. Use the routing queues provided with Salesforce for Twitter and Facebook, C. Enable social profile and add assignment rules to the case object, UC is in the process of implementing Service Cloud. Which two configuration steps are required before quick actions can be used in Macros? Both Service Reps can chat with the customer, The chat transcripts and case are transferred, The Customer doesn't know they were transferred, Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Deploy Call Center Directory B. What key metrics can be expected to improve following the CTI implementation? The Chat Transcript and Case are transferred. B. C. Create a custom report for Knowledge Articles that filters the results based on publication status can a Consultant migrate the file attachments? Hire contact center representatives that specialize in each of the product categories. should they use? Which configuration can a System Administrator implement to address this concern? B. Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process. A manager has noticed an increase in average case age. Which three metrics should the E. Chatter Answers, A. C. Report that displays # of cases with articles attached during the past 2 months B. An AppExchange Solution A. A. Currently, the company handles only existing customers with support Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report. Use Process Builder for notifications and account teams to monitor cases. Set up Milestones. they can work more efficiently. 1.The Support Representative posts the comment to the Case Chatter Feed. Case feed layout actions do not allow for self-service. A. Which two things will happen? Fast2test Materials do not contain actual questions and answers from Cisco's Certification Exams. Set up analytical snapshots to capture key case information and create historical trending reports, Set up a Salesforce Customer Community that will allow customers to create cases online, Create reports to analyze call data in order to understand peak times and ensure adequate staffing, Create case escalation rules to route high priority cases directly to supervisors for resolution.
