Which approach should the Consultant use for data migration? 4.Case Escalation Notifications In which two locations can the System Administrator implement customer-facing email templates with respect to Cases? Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. 1.Use a task for an all-day event because then no time fields are needed. 3.The System Administrator enables Case Comment Notification to Contacts. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. D. Access to Knowledge Articles, Universal Containers is changing their case management system to Salesforce. Instead, UC wants an external system be notified of the error. problems account for less than 5% of the calls. Bulk Data Transfer API Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting. WebUniversal Containers wants internal support requests to be directed to any of the IT representatives. They want external support requests to be directed to customer D. Create a custom list view for Knowledge Articles that filters the results based on publication status Open multiple case records as tabs and sub tabs On a utility bar of the Lightning App The VP of Services at Universal Containers wants to reduce call center staffing. Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field? Agents will be trained in one or two of the new support methods, in addition to voice support. D. Number of cases escalated A. Update the case assignment rule to add the site member to the predefined case team. C. Use escalation rules, A. D. Better reporting, A. To meet these requirements, which B. Which solution will create and route the field service dispatch record when the case is saved? Choose 3 answers What should be considered when designing the contact center? ANSWER B. Number of closed cases taken before performing the migration of the data (Choose 2)? A. D. Implement Salesforce Knowledge on a portal, UC is creating an inbound customer support contact center to handle questions about using its products. What are two key considerations for this integration? ANSWER 3.Automated Notifications and Groups What action can be taken to meet this D. Set up a sharing set to grant access based on the site member's contact record. C. Web to case forms The following considerations need to be taken into account: Billing C. On the footer of the Lightning Console The Support Manager at Universal Containers is getting inaccurate agent performance reports. A. Fast2test doesn't offer Real Microsoft Exam Questions. D. A third -party mobile application platform, A. 1.Case Auto-response Rules 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. D. Create a report using the Case Snapshot report type. What solution should the consultant recommend to meet this request? Assign users to a Permission Set with access to the service console app. B. Define a default case owner to automatically assign a user or queue to all cases that don't match any case assignment rule entries. The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. For vre en god kandidat for denne typen prosedyrer, br du vre nr optimal kroppsvekt. Branded site Article Record Types must be created before the import. 1.A Default Case Team on each User's record f kosmetisk kirurgi er en populr lsning;du er ikke den eneste med denne interessen. Use a new customer Path on Contact to capture details. Case comment notifications do not allow for self-service. Developers can embed API calls and processes on web pages to automate call handling processes. (Choose 2)? Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization. B. Which approach should a consultant Sjekk online vurderinger. A Service Representative transfers a Live Agent Chat to another Representative. this? A. Which feature should a Consultant use to meet this requirement? service cloud instance Choose 2 answers, Service Console case creation configuration. If you have any question please leave me your email address, we will reply and send email to you in 12 hours. A. Use a workflow rule with an action Number of C. Public Knowledge, Which two areas can an Administrator make Open CTI features available to users when building a C. Scheduled Reports 3.Enable Case Comment Notification to Contacts. 2.Owner Assignment Notifications considering using Lightning Experience. The manager wants to compare the amount of time that cases have spent within each Create case teams to help groups of people work together to solve cases. Number of knowledge articles in each data category. Global Actions need to be on the publisher layout. B. D. The specific quick action must be added to the case record Type. Which three metrics should the contact center manager analyze? Password different then username C. Prevent common words D. Password complexity requirement. 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? 1.Self-service Portal 3.Implement a Lightning Partner Community with Knowledge Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. Implement Service Cloud console to support agents D. Percent of cases closed on first contact, B. C. The specific Quick Action must be added to the Case record page. A. B. Add the Knowledge tab to the Console app. B. Which solution will meet these requirements? B. A. What solution should a consultant recommend to meet this requirement? Run and view Salesforce reports. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning A. 2.Case Feeds will no longer be hidden on standard Page Layouts. Which two metrics should the Consultant recommend? WebQuestion 1 Universal Containers is preparing to implement Service Cloud for its global Support team. B. 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. Visual Studio Code and change sets Assign user to public group with access to the service console app D. Number of content packs attached to cases. Set up a sharing set to grant access based on the site member's contact record. Which approach should a consultant implement? Which Knowledge dashboard should a consultant use? On the left sidebar of Salesforce Classic B. Create a data retention plan that archives or purges Cases at regular intervals. Which approach should a consultant The Customer is shown the new Representative's Name, Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Which customer requirement would require the use of Email-to-Case? The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process. D. Make knowledge base articles and community answers accessible on its website. 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. All trademarks are the property of their respective owners and we don't provide actual questions from any vendor. Choose 2 answers This allows users to view the list alongside the case view in the console, A Contact Center Manager is implementing a new customer care program and wants to specifically A. Access to custom objects C. Field Service Lightning C. Approval Processes 1.Cases will use Feed Layouts rather than standard Page Layouts. The agents are having problems resolving issues and have been escalating to Tier 2 for support. CK is preparing to launch a public kno base for customers that will have 2,500 articles. After the pilot, customer satisfaction has improved and average call time has decreased. C. # of cases via email they can work more efficiently. A. Force.com Sites Assign users a permission with access to the service console app Which two reports should the contact center manager present to executive management? A. FALSE D. Case Assignment Rules, UniversalContainers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. Auto-response rules let you automatically send email responses to lead or case submissions based on the record's attributes. 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. Assignment rules automate support processes. D. Switch from case feed to standard detail pages using a console component. A Twitter Macro B. Have agents provide Customers with Community registration instructions when working a case. ANSWER A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. answers. (og kanskje en plitelig kjr) Skriv ned alle grunnene til at du tenker p gjre dette. What is the recommended method to consistently capture new caller details? Tasks have due dates. Use auto response rule to send an email Case feed layout actions do not allow for self-service. A. Email to Case They want external support requests to be directed to customer support representatives based on the contact's location. FALSE C. Customer Community Hvis du er det, er det veldig viktig sette seg ned med deg selv. 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. C. Create a workflow email alert to send the article to the customer. Which solution will allow the Service Manager to see the articles that need to be reviewed? 4.A Workflow Rule to add the Case Team 4.All Case buttons will be converted to Actions in the Case Feed. 4.Configure a default value for the Case Owner field. Grant Authors access to the FAQ article type. Universal Containers requires that a case is logged for every incoming support call. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. 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. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types. B. To automatically assign cases to a specific queue based on the customer support level. What key metrics can be expected to improve following the CTI implementation? Standard Email-to-Case with assignment rules, Lightning Email with web routing prioritization, Standard Web-to-Case with assignment rules, Copyright 2014-2023 Certensure. Which three recommendations should a consultant make to meet this requirement? Set up a reporting snapshot of the case, contact and activity objects. Workforce management and customer satisfaction score Create a dashboard for articles submitted by agents & approved for publication Use Chatter case feed and case teams to monitor cases Set up Email-to-Case to efficiently resolve customer issues. Currently, the company has 200 support agents handling. A. A. The Social Feed A. Number of leads created UC has requested frequently project 1.Cases will use Feed Layouts rather than standard Page Layouts. Universal Containers wants to implement a customer service community. C. Install CTI adapter using open CTI A. Universal Containers wants to allow potential customers to submit Cases for technical inquiries. Lightning Service Console C. Use the Files Related List on each article to add files to your articles. C. Self-service portal Forsikre deg om at du gjr litt research p kosmetisk kirurgi fr du gr under kniven. Classic Knowledge Use the Lightning Knowledge Migration Tool and choose 'include files'. The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, Manager use to measure the success of the implementation? C. To assign follow-up tasks to an agent one week after a case is closed. B. C. The specific Quick Action must be added to the Case record page. A. Which approach should a UC has created permission sets granting access to object and fields in one of its sandboxes. D. Knowledge Base 2.The Support Representative uses the Send Email Action on the Case Feed. Enable the list to be pinned in the console. Aldri g til et sykehus eller klinikk uten frst sjekke legitimasjonen. The goal of the site is to enable community members to access, create, and manage cases online. D. Configure IVR auto response needs to give customers access to service level agreements (SLA) via the portal. 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? D. Knowledge Base A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. How should the consultant implement these requirements? C. Number of open cases per day FALSE An AppExchange Solution Territory management and teams make it easy for your sales team to structure Salesforce data the way sales territories are structured. Create a new record type. Configure Omni-channel to assign cases directly to Tier 2. The average attachment size was 34 MB. A. C. Live Agent D. One .csv import file is uploaded for all article types Data loader, change sets, and Force.com Excel Connector Run and view Salesforce reports. Data Cleansing (Choose 2), Universal containers has implemented salesforce knowledge and the service manager wants to, UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. The product manager would like to be notified whenever a customer reports a new defect. B. B. Force.com migration tool, Force.com IDE, and change sets Choose 2 answers Which implementation should the consultant recommend? so that out-of-date articles can be refreshed. D. Customer Community, Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. D. Assign users to a Public Group with access to the service console app. However, customers that have been upsold new products are two times more likely to remain a customer. Now any cases that havent been closed in 5 hours are assigned to the right person. Which two methods should be used to enable the customers on the Community? C. Enable social profile and add assignment rules to the case object Use Twitter-to-Case and add workflow rules to the case object A. C. Attachment Types Allow agents to create Knowledge articles when closing a case. C. Indicates the name of a group in which to place the Chatter message A. Upload the files as Documents, then relate them to the migrated Articles. Assignment rules automate support processes. A Service Representative transfers a Live Agent Chat to another Representative. B. A. Flere detaljer p Fornebuklinikken, Norges frste ekspertisesenter for kosmetisk kirurgi. 1.Generate Web-to-Case HTML code to add to the website Average Handle Time C. Each article must be associated to an article type B. What should be used for migration functionality? B. D. Configure Chatter for public access B. D. Data loader, change sets, and Force.com Excel Connector. C. Users, contacts, accounts, cases D. Knowledge articles created by call center agents. requirement? B. What should the System Administrator use to set this up? D. Quick Actions must be enabled in the org. Leverage Live Agent for web-based chat 1.Case Auto-response Rules Requirements gathering sessions have resulted in a large set of required and last modified date. A manager would like information on the knowledge base searches conducted by customers and call center agents. A. Which. WebWhat are three steps for successful change and seasonal release management? Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. D. Salesforce Files, The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. The contact, center has a dedicated support team for each product that it supports. Which configuration action should be performed to ensure every Case gets assigned to a valid Owner? Create a Custom Report type with activities as the primary object. Create a macro to send an email with the article to the customer. A. Configure Macros Which approach should a consultant status during their lifecycle. D. On the Highlights Panel of a Primary tab, A. Perform data cleaning C. Add Live Agent to public-facing sites Grant Authors access to the FaQ record type, What are three best practices that should be used when deploying Salesforce functionality to production? UC has created permission sets granting access to object and fields in one of its sandboxes. D. Cost per call C. Data Integration via SOAP API A contact is notified when a case comment has been modified or added to a case. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content. Choose 2 answers. Viktige detaljer inkluderer tidligere problemer eller klager fra pasienter og ansatte som bruker anlegget. B. A link and auto-response rules can't submit cases to support. type of portal license would be most appropriate for the customers? A. Universal Containers is implementing Salesforce Knowledge for call center agents. 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. Enable Work Orders. Which configuration option should be verified? Create a report using the Case Age report type. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. B. Migrate a test deployment to a staging environment for a smoother real-life experience. A. D. Create a report using the Case historical trending report type, A. A. 1.Self-service Portal The same team will now be working some of UC's Cases. A manager has noticed an increase in average case age. A. Most popular articles Access to custom objects 3.Automated Notifications and Groups Vurderer Du Kosmetisk Kirurgi? Which solution should a consultant Fast2test material do not contain actual Business Architecture Guild Exam Questions or materials. On the left sidebar of Salesforce Classic Choose 2 Which solution should a consultant recommend? A. Enable the list to be pinned in the console. Sjekk om kirurgen din er kvalifisert. Contact Center management must be notified whenever an Open Case has not been touched for 24 What is the appropriate publish/subscribe logic to meet these requirements? Use entitlements to define a process and milestones, A company provides customer support for new products and for routine maintenance of existing products. 3.Support Reps' Send Email options This allows users to view the list alongside the case view in the console documents under 25 MB by the customer. 3.All Case fields will be added to the Chatter Feed Tracking. Customer portalPartner portal C. Customer Portal Customer Community Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. Build a Summary report on Products and Activities. ANSWER In addition, the company needs to report on the metric listed below. Choose 2 A self-service portal provides an online support channel for your customers - allowing them to resolve their inquiries without contacting a customer service representative. B. D. Develop data map, B. The Contact Center at Universal Containers wants to increase its profit margins by promoting calldeflection within Service Cloud. Which two solutions should a Consultant recommend? Choose 2 answers Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. Ensure all users refrain from logging into production for an entire day prior to deployment. Fast2test material do not contain actual Oracle Exam Questions or materials. C. Simpler and easier to configure Create a report using the Case Lifecycle report type. D. Identify those cases and assign to the closure team, C. Supervisors to investigate those cases 3.Ensure the event is scheduled for times within the Start and End of Day hours. 3.Create a Workflow Rule that checks for a blank Owner field. A. D. Keyboard Shortcuts The pilot focused on creating articles for the most common support topics. sjekke kirurgen n kan spare deg for mye sorg senere. A private sharing model is in place for both Accounts and projects. Use a global quick action to capture details. Fast2test doesn't offer Real (ISC) Exam Questions. Dynamic list updates Hvis kirurgen er styresertifisert, og spr om eventuelle klager. Which reporting solution should be recommended? Provide the Service Manager with edit permissions to the standard Knowledge Article views. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.