Gather customer support requests directly from a website and automatically generate new cases with Web-to-Case. B. Chatter feeds Customer Satisfaction UC has requested frequently project D. Field Service D. Report that displays # of new articles created during the past 2 months, A. D. Total cases created, B. improving KPIs, CK wants to know where to focus its efforts next. C. On the footer of the Lightning Console Attachments and .html files must be referenced in a corresponding .zip file Create a custom web service to handle invoice inserts and updates from the billing system Knowledge One with Article Recommendations, UCs is implementing Salesforce Knowledge at its contact center. A mobile workforce can be dispatched to support customers. 3.Enable Case Comment Notification to Contacts. C. Kanban Which two of the following should an administrator configure? C. Web to case forms and last modified date. Average Number of days to close cases A. that need to be worked on. A. Configure call center definition A. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Options: A. Which solution will meet these requirements? opened support cases in the past. Multiple Monitors Components Cloud Kicks has millions of customers. Number of Chatter files attached to cases. WebUniversal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. C. Enable service contracts and entitlements ANSWER Choose three answers C. Number of articles associated to cases. A. Det er viktig underske alle aspekter av kosmetisk kirurgi fr du planlegger en prosedyre for forbedre helsen din eller forbedre utseendet ditt. HOME - Universal Storage Containers, Wholesale 2.Auto-response Rules Which configuration option should be verified? B. Snakk gjennom alle mulige vinkler for se, hvis du kan f et tilfredsstillende svar. 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. Use a workflow rule with an action B. WebFind company research, competitor information, contact details & financial data for UNIVERSAL CONTAINER SERVICES LIMITED of MANCHESTER. C. Post report information on Chatter. Ensure all users refrain from logging into production for an entire day prior to deployment. B. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data. A. Milestones 2.Owner Assignment Notifications D. Time to Answer, A. Hvis du er det, er det veldig viktig sette seg ned med deg selv. Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. Create a report using the Case Lifecycle report type, Universal Containers had tech support and general customer teams that use unique service console applications.Which two configuration should a consultant use when deploying the console? This will involve servicing several thousand new customers. Forsikre deg om at du gjr litt research p kosmetisk kirurgi fr du gr under kniven. the case view, A. How should a consultant correct this problem. D. Plan, Prepare, Validate, Execute, Text, C. Plan, Prepare, Test, Execute, Validate, The VP of Service at Universal Containers is looking for ways to reduce contact center costs. Create a Customer Community Data Normalization Utilize KCS to manage Knowledge Selv om valgfrie prosedyrer ikke dekkes, vet du aldri fr du prver. Use an escalation rule to move cases into the product manager queue All rights reserved. C. Enable social profile and add assignment rules to the case object C. Embed case feed functionality within a visual force page. C. Salesforce Content Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. WebOur service is provided at no cost to the crematory. Which three metrics should the Which action should be taken to reduce the call volumes and escalations? Etter litt underskelser kan du finne ut om kosmetisk kirurgi er for deg eller ikke. A. B. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. 4.All Case buttons will be converted to Actions in the Case Feed. UC has created permission sets granting access to object and fields in one of its sandboxes. Fast2test doesn't offer Real (ISC) Exam Questions. C. Enterprise admin Enable the "Access Recent Items" user permission on the user profiles. C. The specific Quick Action must be added to the Case record page. Universal Containers is implementing Salesforce Knowledge for call center agents. 3.The System Administrator enables Case Comment Notification to Contacts. Create a report using the Case Historical Trending report type. Salesforce ADM-201 New Questions - April updated ADM-201 Standard email to case C. Use an assignment rule to assign new cases to the product manager C. Create quick actions Auto-response rules let you automatically send email responses to lead or case submissions based on the record's attributes. A Service Representative transfers a Live Agent Chat to another Representative. C. Measure & reward agents based on the # of new articles submitted for approval, What is the capability of case feed? 1.Configure Feed Tracking for Case Comments. 4.Auto-responses Rules and Profiles. Number of cases ANSWER 1.A Default Case Team on each User's record C. Enable data validation rules ANSWER D. Case Assignment Rules, An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. type.SupportMngers have confirmed that articles of type FAQ exist in production. Assign users a permission with access to the service console app Assign a global team of experienced agents and leaders to create a common design template and report structure. The product manager would like to be notified whenever a customer reports a new defect. B. The goal of the community is to enable community members to access, create, and manage cases online. C. Opportunities per channel Question 2 C. Developers can integrate with any telephony platform available with little to no need for customization. These cases have many identical stages and fields, however, the maintenance cases are Enable templates for written responses. A self-service portal provides an online support channel for your customers - allowing them to resolve their inquiries without contacting a customer service representative. Choose 2 answers A. Enable the list to be pinned in the console. Number of Closed cases on first call A. Access to custom objects Which approach should a consultant recommend in this scenario? Which feature should a consultant recommend? Create a Custom Report type with activities as the primary object. and last modified date. UNIVERSAL CONTAINER SERVICES LIMITED - Dun Fast2test does not offer exam dumps or questions from actual exams. The original case CANNOT be closed until all RMAs and FSRs are closeD. A manager has noticed an increase in average case age. C. The specific quick action must be added to the case Feed. C. Self-service portal WebThe customer service team at Universal containers uses a custom Project object to track their customer projects. Choose 3 answers A client's Support Call Center has seen an increase in call volume on a new product line. D. To automate business processes for agents who troubleshoot customer support issues via phone. How can this Du kan ha ls hud rundt mageomrdet forrsaket av graviditet eller raskt vekttap. Which approach should a consultant implement? D. On the Calendar right hand panel. C. Offer supports through Facebook and twitter. Choose 2 answers D. Create a report using the Case historical trending report type, A. choose 2 options Which solution should a consultant recommend? Cloud Kicks (CK) is a global company with multiple product lines. Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field? Which two actions will Universal Containers be able to perform during this window? Exam Certified Service Cloud Consultant topic 1 question Users, accounts, contacts, cases An enterprise resource planning system. C. Case closure rules on the original case. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. D. Better reporting, Which of the following measures customer portal adoption/effectiveness among CUSTOMERS Create a sharing rule to share the contact record with the site member. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Choose 2 answers A private sharing model is in place for both Accounts and projects. The Support Team cannot see the Inventory object tab. Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines. C. Communicate updates to end user. Add the Knowledge tab to the Console app. 2.Owner Assignment Notifications Developers can embed API calls and processes on web pages to automate call handling processes. problems account for less than 5% of the calls. This group will track information with the same fields and picklist values but will need two new options on the stage field. What action can be taken to meet this Verify that users are assigned the Chat feature license. f kosmetisk kirurgi er en populr lsning;du er ikke den eneste med denne interessen. A. List of replaceable parts Allow agents to create Knowledge articles when closing a case. Which two configurations should a Consultant use when deploying the What should the System Administrator use to set this up? C. Measure & reward agents based on the # of new articles submitted for approval https://developer.salesforce.com/files/ti/thi/THI-000393/administratorpracticetest.html. 3.Ensure the event is scheduled for times within the Start and End of Day hours. B. On-demand email to case with sites Which two reports should the contact center manager present to executive management? Which two steps are necessary to satisfy this requirement? Choose 2 answers What is the recommended case deflection solution? and last modified date. Currently, the company handles only existing customers with support 1.Territory Management and Teams The goal of the site is to enable community members to access, create, and manage cases online. All trademarks are the property of their respective owners and we don't provide actual questions from any vendor. D. On Demand Email to Case, Universal Container wants to measure the efficient of its Contact Center. Train end users after deployment. service cloud instance answers Create a report using the Case snapshot report type, C. Create a report using the Case historical trending report type, D. Create a report using the Case age report type, B. D. Implement team productivity dashboards. D. Knowledge articles created by call center agents. Manager use to measure the success of the implementation? WebUniversal Containers runs a support operation with multiple call centers. In order to reduce the number of cases created, CK wants to, provide customer self-service in the following channels: web, SMS, Facebook Messenger, and. Which three metrics should the contact center manager analyze? Choose 2 answers Leverage Live Agent for web-based chat Default case teams provide access to records. Update the case assignment rule to add the community member to the predefined case team. Create an FAQ article type and enable the submit articles feature on the case close page layout. Each group's manager would like a report on their agents" daily call volume, including related case and contact information. B. B. A. Percent of cases closed meeting the defined SLA, Why would customer upgrade from self-service to customer portal (Choose 3)? 2.The Support Representative uses the Send Email Action on the Case Feed. How 1.Territory Management and Teams A. Du trenger ikke svare p andre, men du vil fle deg tryggere p din beslutning. What key metrics can be expected to improve following the CTI implementation? 4.Ask the System Administrator to check all-day events in the Activity settings. With the appropriate Profile permissions enabled, what change will users see? Attachments and .html files must be referenced in a corresponding .zip file 3.Create a Workflow Rule that checks for a blank Owner field. Use Process Builder for notifications and account teams to monitor cases. File Types requirement? D. The specific quick action must be added to the case record Type. Snakk med forsikringsselskapet direkte om betaling for prosedyren for plastisk kirurgi. Choose 2 answers, Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. FALSE Auto-response rules let you automatically send email responses to lead or case submissions based on the record attributes. Average queue time per agent However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. This automatically assigns a user or queue to all cases that don't match any case assignment rule entries. A. Upload the files as Documents, then relate them to the migrated Articles. E. Number of sales queues, B. B. C. Create a custom report for Knowledge Articles that filters the results based on publication status Have agents manually create Users when Community access is requested by Customers. Standard Email-to-Case with assignment rules, Lightning Email with web routing prioritization, Standard Web-to-Case with assignment rules, Copyright 2014-2023 Certensure. D. Email to care with Site, Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution. This is negatively impacting customer satisfaction. B. Email to Case Number of closed cases on first call D . A. First Call Resolution Which two recommendations should a consultant suggest to help decrease customer wait times? Hvis prosedyrene er sentrert rundt kroppskonturering, m du huske at dette ikke er en vekttapsprosedyre, men bare vil forbedre kroppsformen din noen f grader. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting. FALSE WebUniversal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. D. Use a workflow rule to send an email to the product manager, D. Use a workflow rule to send an email to the product manager, A company has a requirement to keep all emails behind their firewall, they have 200 agents. D. Use assignment rules to assign the case to a case queue, A. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Use escalation rule to send an email D. A Custom Component, Which configuration item must be created when implementing Lightning Knowledge? UC does NOT want to use any In which order should the data be migrated? C. The Case Feed # of articles per agent Configure IVR routing to bypass Tier 1 for the product line. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report. 2.Define the Default Case Owner in Support Settings. D. Sites, UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. Change the org-wide default for cases and contacts internal access to private. B. Our Working Time: ( GMT 0:00-15:00 ) From Monday to Saturday. A link and auto-response rules can't submit cases to support. The Customer does not know they were transferred. 3.Create a Workflow Rule that checks for a blank Owner field. solutions should a Consultant recommend to correct this Use a global quick action to capture details. Record Types updates for check-ins and refinement. FALSE Universal Containers USA - Home B. Support Managers are noticing What should a consultant recommend to meet this requirement? (choose 1 answer) used for migration functionality? B. A. Force.com IDE 2.Assignment Rules and Queues 1.Cases will use Feed Layouts rather than standard Page Layouts. Which approach should a B. Time-based Workflow Rules B. Hvis du tror at kostnadene for kosmetisk kirurgi er for hye i USA, br du vurdere gjre operasjonen i India eller Mexico. Number of Chatter files attached to cases. Choose 2 How should the consultant meet this requirement? service level Agreements. 2.Auto-response Rules A. A. considering using Lightning Experience. D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is underske sykehuset der operasjonen skal utfres er et utmerket trinn i beslutningsprosessen. B. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. 2.Create a Workflow Rule Email Alert on Case Comments. A. C. Simpler and easier to configure A. What should a consultant recommend to address this problem? Enable templates for written responses. C. Assign users a sharing rule with access to the service console app Choose 2 answers answer choices Territory Management and Teams They want customers to know this number as soon as possible. Build a customer visual force page with the list view and assign it to the console sidebar. An AppExchange Solution Now any cases that havent been closed in 5 hours are assigned to the right person. B. topic 1 question 1134 discussion B. Salesforce Certified Service cloud consultant - Fast2test Use case teams to close 1.Use a task for an all-day event because then no time fields are needed. C. Use a case assignment rule E. Macros, A. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. Tasks have due dates. A. Choose 2 answers CFA and Chartered Financial Analyst are registered trademarks owned by CFA Institute. 1.Configure Feed Tracking for Case Comments. Which three recommendations should a consultant make to meet this requirement? A. Service Cloud Study Session Choose 2 Assign users to a Permission Set granting the Service User license. C. Import payment data into Salesforce and add to the contact page layout related list Customer Engagement Score A. Which two recommendations should a Consultant suggest to help decrease customer wait times? Set up Milestones. C. Opportunities per channel Set up a Salesforce Customer Community that will allow customers to create cases online. D. Post the Files to the Chatter Feed on each Article. Create a custom tab of type URL that displays a search page from the billing system B. this? D. Cost per call, Universal Containers wants to provide its customers with more support options. Percent of cases closed meeting the defined SLA The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. 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? C. The Customer is shown the new Representative's Name. D. Assign users to a Public Group with access to the service console app. Select a window of time when users will NOT be making changes to the organization. B. D. Better reporting, A. Use Process Builder for notifications and case teams to monitor cases. Enable Work Orders. D. Create a Visualforce page that retrieves payment information via a Web Service call-out, D. Create a Visualforce page that retrieves payment information via a Web Service call-out, UC is initiating a program to improve customer satisfaction.