The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. B. We offer an ethical and environmentally safe recycling method. Add the Knowledge tab to the Console app. A. How should a consultant deploy this permission set to prod? Classic Knowledge A. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. know the amount of time that cases have spent within each status during their lifecycle. Which metric, Universal Containers is implementing a CTI solution for its inbound service and support contact center. Use a global quick action to capture details. En kosmetisk kirurg vil at du skal ha din ideelle vekt for f en vellykket prosedyre. Universal Containers wants to implement a customer service community. 4.All Case buttons will be converted to Actions in the Case Feed. Which feature should a Consultant use to meet this requirement? Communities D. Send email notifications to all Customers to join the Community. Create a report using the Case Lifecycle report type. WebAgents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. The Customer does not know they were transferred. B. Case Auto-Response Rules A. D. Create a custom list view for Knowledge Articles that filters the results based on publication status Choose 2 answers, Service Console case creation configuration. The following considerations need to be taken into account: Billing All certification brands used on the website are owned by the respective brand owners. Which measure can satisfy this requirement? All rights reserved. D. Use assignment rules to assign the case to a case queue, A. FALSE The agents are having problems resolving issues and have been escalating to Tier 2 for support. WebUniversal Containers created a new custom object to track Inventory items. B. Activate quick text Create a macro to send an email with the article to the customer. C. Average handling time and first call resolution time Hire contact center representatives that specialize in each of the product categories. Universal Containers has an upcoming maintenance window where read-only access will be available. Which approach should a consultant recommend in this scenario? The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. 3.Enable Case Comment Notification to Contacts. B. B. CK is preparing to launch a public kno base for customers that will have 2,500 articles. D. Partner portal Automatic call distributor and interactive voice response FALSE Assign users to a Permission Set granting the Service User license. A. Normalize database Quick Text 1.Generate Web-to-Case HTML code to add to the website Please check this URL. What should the System Administrator use to set this up? A. B. Number of leads created C. Create a workflow email alert to send the article to the customer. D. Identify those cases and assign to the closure team, C. Supervisors to investigate those cases Tasks have due dates. 4.Ask the System Administrator to check all-day events in the Activity settings. Community 2.Adding a link to a specified routing address for Email-to-Case Create an FAQ article type and enable the submit articles feature on the case close page layout. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Choose 3 answers A. A. FALSE A. The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. B. WebFind company research, competitor information, contact details & financial data for UNIVERSAL CONTAINER SERVICES LIMITED of MANCHESTER. A. Auto-response rules let you automatically send email responses for case submissions based on the record's attributes. 1.A Default Case Team on each User's record 4.All Case buttons will be converted to Actions in the Case Feed. Question 2 C. On a record Activity Feed list After reviewing service console all configured features are required. Universal Containers wants to be able to assign cases based on the same criteria they use for chat . WebUniversal Containers is launching a full line of new products and Service Cloud should support the following requirements: Agents need to collaborate with other teams. Process Builder Scheduled Actions Aldri g til et sykehus eller klinikk uten frst sjekke legitimasjonen. WebThe customer service team at Universal containers uses a custom Project object to track their customer projects. C. Identify active Customers and send them registration instructions via email. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization. Use escalation rules for notifications and account teams to monitor cases. Which Knowledge dashboard should a consultant use? Use workflow rules to send an email to the customer, UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. Knowledge search query with no results. 1.Case Auto-response Rules A. Utilize KCS to manage Knowledge D. Number of attempts to contact. C. Add Live Agent to public-facing sites a queue when specific case criteria are selected by an agent working the case. The company wants an easy way for users to find relevant articles based on their location and product. Returns a link that returns a post with the same reference B. Configure IVR routing to bypass Tier 1 for the product line. Assign user to public group with access to the service console app A. We offer learning material and practice tests created by subject matter experts to assist and help learners prepare for those exams. Unique page layouts for each Case Record Type Choose 2 answers. Have agents provide Customers with Community registration instructions when working a case. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. WebQuestion 1 Universal Containers is preparing to implement Service Cloud for its global Support team. B. Use entitlements to define a process and milestones, A company provides customer support for new products and for routine maintenance of existing products. Hvis kirurgen er styresertifisert, og spr om eventuelle klager. recommended to accomplish this requirement? (choose 1 answer) Choose 2 Du trenger ikke svare p andre, men du vil fle deg tryggere p din beslutning. Lighting App using the App Manager? A. WebUniversal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. B. ANSWER Universal Containers wants to allow potential customers to submit Cases for technical inquiries. Create email templates with Knowledge Articles attached. Streamline the agent interface. Choose 2 answers ANSWER Which solution will create and route the field service dispatch record when the case is saved? Global Actions needs on the publisher layout. C. The specific Quick Action must be added to the Case record page. Enable article submission during case close. B. How can What should the System Administrator use to set this up? How B. Email to Case A. Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which two features should a Consultant recommend? Create an FAQ article type and enable the submit articles feature on the case close page layout. A. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario? D. Milestone Actions, The Service Desk at Universal Containers is considering implementing a Service Console and is Define a default case owner to automatically assign a user or queue to all cases that don't match any case assignment rule entries. Which two reports should the contact center manager present to executive management? Community and plans to allow customers to be authenticated users to increase self- service rates. Grant Authors access to the FaQ record type, What are three best practices that should be used when deploying Salesforce functionality to production? Create a new record type. 4.A Workflow Rule to add the Case Team Which solution should a Consultant recommend? They want external support requests to be directed to customer support representatives based on the contact's location. Support Managers are noticing that many Agents are forgetting to perform this step. C. Data Integration via SOAP API Use a workflow rule with an action Universal Containers runs a support operation with multiple call centers. productivity choose 2 Universal Containers needs to customize Salesforce to improve its Support Agents' experience so D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is 2.The Support Representative uses the Send Email Action on the Case Feed. Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. ANSWER What could the company do to Create a custom list view for cases, contacts, and orders and pin them to the side bar. Instead, UC wants an external system be notified of the error. Number of new customers added C . Create a report that display the # of articles searched during the past 2 months Kontakt legestyret. More than 1 year has passed since last update. 1.Generate Web-to-Case HTML code to add to the website A. On-demand email to case B. D. Better reporting, A. Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. B. Web -to -Case 2.Owner Assignment Notifications Which two recommendations should a Consultant suggest to help decrease customer wait times? There are two correct C. Create quick actions answers A. Configure Macros Assignment rules automate support processes. C. Number of lead referrals used for migration functionality? 3.Enable Case Comment Notification to Contacts. Case feed layout actions do not allow for self-service. 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. Which reporting solution should the Consultant recommend? WebTESTIMONIALS. Update the case assignment rule to add the site member to the predefined case team. B. UC has created permission sets granting access to object and fields in one of its sandboxes. D. Total cases created, B. Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. D. Cases, You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. C. Enable data validation rules D. On the Highlights Panel of a Primary tab, A. Vurderer Du Kosmetisk Kirurgi? Report displays # of articles associated to data categories during past 2 months D. Switch from case feed to standard detail pages using a console component. D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray. Universal Containers wants internal support requests to be directed to any of the IT representatives. Universal Containers implemented Salesforce Knowledge two months ago. The Support Team cannot see the Inventory object tab. 2.Auto-response Rules Auto-response rules let you automatically send email responses to lead or case submissions based on the record attributes. The brand Cisco is a registered trademark of CISCO, Inc Tips For Hvis Du Planlegger F Kosmetisk Kirurgi, Enkle Tips For De Som Tenker P Kosmetisk Kirurgi. computers and mobile devices. D. Agent skill-based routing and predictive dialer, A. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. C. Configure the case list under custom console components so users can view the list view along List of replaceable parts What are two key considerations for this integration? Train end users after deployment. Which approach should a Assignment rules automate support processes. Have agents manually create Users when Community access is requested by Customers. Which reporting solution should be recommended? Which two solutions should a Consultant recommend to correct this problem? B. Sjekk om kirurgen din er kvalifisert. Data Cleansing # of articles per agent Accounts, contacts, cases, users Fast2test doesn't offer Real (ISC) Exam Questions. Universal Containers (UC) wants to automate the process of case creation. B. Average Handle Time, Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.Which three statements must be considered? Choose 3 The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process. Universal Containers is implementing Salesforce Knowledge for call center agents. Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. Support Managers are noticing A. Milestones Universal containers contact center is experiencing increased call volumes due to a growing productportfolio.What is the recommended strategy to allow the contact center to handle the increased answers C. Measure & reward agents based on the # of new articles submitted for approval Set up a sharing set to grant access based on the community members contact record. center agents should only be able to view articles for the product they support. Billing data is stored in an external system containing over 20 million records. Universal containers want to identify potential delays in the customer support process. Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: Agents will be trained in one or two of the new support methods, in addition to voice support. Choose 3 answer A. Optimize queries to reduce the scope of Cases included with each search. D. Access to Knowledge Articles, B. Enable social profile and add workflow rules to the contact object Enable call control using the CTI case feed publisher. 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. Choose 3 answers. B. Chatter Questions 3.Create a Workflow Rule that checks for a blank Owner field. Universal Containers email policy requires that all email traffic remain within its firewall. Average Handle Time closed. They want customers to know this number as soon as possible. Which three metrics should the contact center manager analyze? Choose 2 answers Uansett hvorfor du gjr det, kan det vre en lsning p et problem du har hatt! Leverage Live Agent for web-based chat D. To automate business processes for agents who troubleshoot customer support issues via phone. C. Simpler and easier to configure What metric can the manager use to measure the adoption of Knowledge? A. Which two reports should the contact center manager present to executive management? UC's service center needs to provide support for a new product line. 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. Create a Process Builder with Scheduled Actions. What can universal containers do to reduce costs and immediately improve contact center agent WebUniversal Containers (UC) decided it will not to send emails to support personnel directly from Salesforce in the event that an unhandled exception occurs. Which approach should the Consultant use for data migration? The Support Manager wants to measure first-call resolution by call center location, agent, and calendar A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. B. Define criteria-based record page components. A. B. C. Service contracts answers A. Quick Text Call our toll-free number. 1.Self-service Portal documents under 25 MB by the customer. so that out-of-date articles can be refreshed. A. D. Create a report using the Case Snapshot report type. Universal Containers support manager wants to share product-specific information with their. updates for check-ins and refinement. D. Number of attempts to contact, A. Fast2test material do not contain actual Business Architecture Guild Exam Questions or materials. C. Opportunities per channel D. Article Types, Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. Create a report using the Case age report type Developers can embed API calls and processes on web pages to automate call handling processes. Which metric should UC consider when designing the contact center? Change the org-wide default for cases and contacts internal access to private. The original case CANNOT be closed until all RMAs and FSRs are closeD. Fast2test does not offer exam dumps or questions from actual exams. D. Deploy Pre-Chat form, B. Activate quick text Currently, the company handles only existing customers with support Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support. A. Web-to-Case C. Visual Workflow 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. A. How should a consultant deploy this permission set to prod? Validation rules verify that the data a user enters in a record meets the standards specify before the user can save the record. Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. D. On Demand Email to Case, Universal Container wants to measure the efficient of its Contact Center. Create case teams to help groups of people work together to solve cases. A. E. Case hover, A. B. Time-based Workflow Rules (choose 1 answer) Average queue time per agent What is the recommended solution to meet the requirements? Require agents to check a box on case when submitting a new suggested article What should a consultant recommend to meet this requirement? Run and view Salesforce reports. C. Developers can integrate with any telephony platform available with little to no need for customization. Bulk Data Transfer API C. Approval Processes A. 4.A Workflow Rule to add the Case Team. Which three recommendations should a consultant make to meet this requirement? C. Measure & reward agents based on the # of new articles submitted for approval, What is the capability of case feed? A. Quick Actions must be enabled in the org. D. Service-Level Measure, Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. A. Choose 2 answers. Use an escalation rule to move cases into the product manager queue A manager would like information on the knowledge base searches conducted by customers and call center agents. B. Create a data retention plan that archives or purges Cases at regular intervals. WebUniversal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. A. D. Create an org development model. 4.The System Administrator configures the Case Auto-Response Rules. Assign users a permission with access to the service console app First Call Resolution B. D. Add the Suggested Article widget to the Case page layout. C. Live Agent Deploy Call Center Directory WebThe Universal Containers contact center offers support through phone, email, public website, and a Community. E. Collect input from stakeholders. Selv om valgfrie prosedyrer ikke dekkes, vet du aldri fr du prver. C. Customer Portal C. Field Service Lightning Enable the list to be pinned in the console. Most popular articles D. Knowledge articles created by call center agents. Uansett hvorfor du gjr det, kan det vre en lsning p et problem du har hatt! B. A manager has noticed an increase in average case age. Which two metrics are useful for identifying knowledge article effectiveness? FALSE Create a data retention plan that archives or purges Cases at regular intervals. E. Force.com Web Services API, A. Force.com Sites Set up Milestones. D. Configure Chatter for public access B. A. C. Indicates the name of a group in which to place the Chatter message B. C. Each article must be associated to an article type Which Salesforce feature would be used to meet this requirement? Customer Satisfaction B. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. B. B. B. Enable article customization for open cases. type of portal license would be most appropriate for the customers? On a new tab in the agent's browser Enable the "Access Recent Items" user permission on the user profiles. Use a new customer Path on Contact to capture details. Provide the Service Manager with edit permissions to the standard Knowledge Article reports. This will allow agents to identify urgent cases B. D. Percent of cases closed on first contact, B. Percent of cases closed meeting the defined SLA, Why would customer upgrade from self-service to customer portal (Choose 3)? hours. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. Choose 2 answers Options: A. Configure a flow to assign the cases to the queue. What solution should the consultant recommend to meet this request? and last modified date. All trademarks are the property of their respective owners and we don't provide actual questions from any vendor. What does the hashtag do? Universal containers would like to implement a solution to hold service reps accountable to customer 2.Case Feeds will no longer be hidden on standard Page Layouts. B. C. Enterprise admin A. Optimize queries to reduce the scope of Cases included with each search. Article Record Types will be created as part of the import. B. A Service Representative transfers a Live Agent Chat to another Representative. 1.Cases will use Feed Layouts rather than standard Page Layouts. A. Update the case assignment rule to add the site member to the predefined case team. Set up a sharing set to grant access based on the site member's contact record. A. Fast2test doesn't offer Real Certiport Exam Questions. Update the case assignment rule to add the community member to the predefined case team. D. Case Assignment Rules, An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Unique page layouts for each Case Record Type Snakk gjennom alle mulige vinkler for se, hvis du kan f et tilfredsstillende svar. The company FALSE Verify that users are assigned the Chat feature license. Les Denne Artikkelen Frst! This group will track information with the same fields and picklist values but will need two new options on the stage field. UC has created permission sets granting access to object and fields in one of its sandboxes. Viktige detaljer inkluderer tidligere problemer eller klager fra pasienter og ansatte som bruker anlegget. Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. Which two features would meet this requirement? the case view, A. B. 3.Implement a Lightning Partner Community with Knowledge In which two locations can the System Administrator implement customer-facing email templates with respect to Cases? Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. C. Assign users the Service User license on their User record. The goal of the community is to enable community members to access, create, and manage cases online. ANSWER A. B. Customer Community An App builder needs to create a relationship between the project object and the related client Account record. Create a Lightning email template to send the article to the customer.
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