universal containers wants to notify support manager

C. Utility Bar WebQuestion 1 Universal Containers is preparing to implement Service Cloud for its global Support team. Which two reports should the contact center manager present to executive management? Which two recommendations should a consultant suggest to help decrease customer wait times? A. After reviewing service console all configured features are required. Each Article Record Type must be in a separate CSV. D. To automate business processes for agents who troubleshoot customer support issues via phone. ANSWER 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. 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 Define criteria-based record page components. What solution should the consultant recommend to meet this request? (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. What feature should a consultant recommend to meet this requirement? Which feature should a consultant recommend? Manager use to measure the success of the implementation? Have agents provide Customers with Community registration instructions when working a case. 3.The System Administrator enables Case Comment Notification to Contacts. Quick Actions must be enabled in the org. Auto-response rules let you automatically send email responses to lead or case submissions based on the record's attributes. Which approach should a 2.Auto-response Rules Which two features would meet this requirement? and last modified date. Nr du vurderer kosmetisk kirurgi, vil du vre sikker p at kirurgen du bruker er kompetent. 2.Adding a link to a specified routing address for Email-to-Case customer inquiries more efficiently? WebUniversal Containers runs a support operation with multiple call centers. Queues prioritize, distribute, and assign records to teams who share workloads. Bulk Data Transfer API a queue when specific case criteria are selected by an agent working the case. Attachments and .html files must be referenced in a corresponding .zip file Verify that users have access to the Chat buttons. The agents are having problems resolving issues and have been escalating to Tier 2 for support. What is the recommended solution to meet the requirements? 1.Cases will use Feed Layouts rather than standard Page Layouts. Universal Containers (UC) has deployed a call center using open CTI. 4.Adding a link for Auto-Response Rules for Solutions. Assets Which three metrics should the Use entitlements to define a process and milestones, A company provides customer support for new products and for routine maintenance of existing products. C. Simpler and easier to configure 2.Assignment Rules and Queues Which three should a Consultant recommend? What is the recommended case deflection solution? B. E. Implement SOS for mobile experience, B. All rights reserved. 2.A Default Case Team on each Account record C. Enable the "History" component within the Salesforce Console for Service. used for migration functionality? Which three recommendations should a consultant make to meet this requirement? B. Update case data for a customer. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Now any cases that havent been closed in 5 hours are assigned to the right person. Choose 2 answers How should the consultant meet this requirement? Universal Containers needs to customize Salesforce to improve its Support Agents' experience so Universal Containers support manager wants to share product-specific information with their. Support Managers have confirmed that articles of types FAQ exist in Production. type of portal license would be most appropriate for the customers? A. C. On the footer of the Lightning Console taken before performing the migration of the data (Choose 2)? Each group's manager would like a report on their agents" daily call volume, including related case and contact information. 4.Adding a link for Auto-Response Rules for Solutions B. Create a custom web service to handle invoice inserts and updates from the billing system Verify that users are assigned the Chat user profile. Average Handle Time, Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.Which three statements must be considered? Create a report using the Case Lifecycle report type. Use escalation rule to send an email B. Accounts, contacts, cases, users FALSE C. Each article must be associated to an article type 3.Implement a Lightning Partner Community with Knowledge B. Embedded Chat Service C. Developers can integrate with any telephony platform available with little to no need for customization. Universal Containers wants to let its customers interact real-time with support agents from their Create Knowledge Articles and publish internally and publicly. A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. C. Embed case feed functionality within a visual force page. A. As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. A self-service portal provides an online support channel for your customers - allowing them to resolve their inquiries without contacting a customer service representative. Agents can use telephony on a wide range of browsers and operating systems while only developing once. Number of closed cases on first call D . Partner portal 4.Auto-responses Rules and Profiles C. Scheduled Reports Allow agents to create Knowledge articles when closing a case. B. Chatter feeds Agents will be trained in one or two of the new support methods, in addition to voice support. Set up a Salesforce Customer Community that will allow customers to create cases online. Verify that users have access to the Chat public group. 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. Which reporting solution should a consultant recommend? D. Case Assignment Rules, An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. B. Quick Text B. Time-based Workflow Rules Choose 2 A. B. Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. The company wants an easy way for users to find relevant articles based on their location and product. Which three items, at a minimum, must be implemented and deployed to ensure success? How should the consultant recommend the report be created? C. Schedule batch Apex processing job 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. A. 1.A Default Case Team on each User's record This is negatively impacting customer satisfaction. Create a new record type. With the appropriate Profile permissions enabled, what change will users see? Call center agents are organized into four groups reflecting UC's four different product lines. C. Visual Workflow, data loader, and Force.com IDE B. D. Time to Answer, A. know the amount of time that cases have spent within each status during their lifecycle. Password different then username C. Prevent common words D. Password complexity requirement. ANSWER Assignment rules automate support processes. A Service Rep transfers a Live Agent Chat to another Rep. B. Support Managers are noticing Number of Chatter files attached to cases. (Choose 2)? E. A separate .csv import file is uploaded for each article type, B. D. Waterfall, A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter The brand Cisco is a registered trademark of CISCO, Inc 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. Process Builder Scheduled Actions Most popular articles C. Plan, Prepare, Test, Execute, Validate B. 3.Case Feed Layout Actions An App builder needs to create a relationship between the project object and the related client Account record. Create an FAQ article type and enable the submit articles feature on the case close page layout. C. Public Knowledge, Which two areas can an Administrator make Open CTI features available to users when building a Use case teams to close type.SupportMngers have confirmed that articles of type FAQ exist in production. A. In which situation is the Case Contact notified when a support representative adds a new case comment? A Service Manager has just configured Chat at a company site. Salesforce automatically creates cases and auto-populates case fields when customers send messages to the specified email addresses. Create a report using the Case Age report type. Territory management and teams make it easy for your sales team to structure Salesforce data the way sales territories are structured. 2.Check the all-day event checkbox on the event. Universal Storage Containers was great to work with and made the entire process easy to add portable moving & storage containers to my existing business. A. the billing system. A. How should a consultant correct this problem. 1.Create a Validation Rule based on the Created By field. The Customer does not know they were transferred. Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. D. On the Calendar right hand panel. Create a report using the Case Lifecyle report type, B. D. Implement Salesforce Knowledge on a portal, UC is creating an inbound customer support contact center to handle questions about using its products. Choose 3 answers Options: A. Prioritize executive requests. Which three metrics should the contact center manager analyze? The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of Det er viktig underske alle aspekter av kosmetisk kirurgi fr du planlegger en prosedyre for forbedre helsen din eller forbedre utseendet ditt. the case view, A. B. Choose 2 answers. 3.Create a Workflow Rule that checks for a blank Owner field. B. Currently, the company handles only existing customers with support issues. 2.Define the Default Case Owner in Support Settings. Ties the Chatter message to a topic Create case teams to help groups of people work together to solve cases. A. UC's service center needs to provide support for a new product line. Validation rules verify that the data a user enters in a record meets the standards specify before the user can save the record. 3.Automated Notifications and Groups Which. Customer order history B. Hvis prosedyrene er sentrert rundt kroppskonturering, m du huske at dette ikke er en vekttapsprosedyre, men bare vil forbedre kroppsformen din noen f grader. D. Switch from case feed to standard detail pages using a console component. Ensure that at least 60% of the code is covered by unit tests before deploying to production. Du kan kanskje motta erstatning. Agents do not want to maintain separate login sessions for Salesforce and choose 2 options this? A contact is notified when a case comment has been modified or added to a case. Universal Containers wants to be able to assign cases based on the same criteria they use for chat . A Service Representative transfers a Live Agent Chat to another Representative. C. Use a case assignment rule What should a consultant recommend to meet this requirement? Which implementation should the consultant recommend? C. Create an Entitlement Process. Which solution will allow the Service Manager to see the articles that need to be reviewed? C. Opportunities per channel CFA Institute does not endorse, promote or warrant the accuracy or quality of these questions. 1.Self-service Portal 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 C. Approval Processes Set up a sharing set to grant access based on the community members contact record. E. A separate .csv import file is uploaded for each article type. B. C. Self-service portal A. B. What should the System Administrator use to set this up? D. Field Service Fast2test material do not contain actual Business Architecture Guild Exam Questions or materials. D. Assign users to a Public Group with access to the service console app. ANSWER D. Percent of cases closed on first contact, B. E. Assign users to a call center, A. Configure call center definition Communities A. Milestones The same team will now be working some of UC's Cases. C. Case closure rules on the original case. Fast2test material do not contain actual Oracle Exam Questions or materials. The goal of the site is to enable community members to access, create, and manage cases online. Assignment rules automate support processes. B. Lighting App using the App Manager? The Chat Transcript and Case are transferred. B. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . How shoud a consultant correct this problem? A. Dynamic list updates Which reporting solution should the Consultant recommend? Du kan ha ls hud rundt mageomrdet forrsaket av graviditet eller raskt vekttap. D. Implement team productivity dashboards. Create a report using the Case Age report type. Which two configuration steps are required before Quick Actions can be used in Macros? To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Assignment rules automate support processes. 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 two recommendations should a Consultant suggest to help decrease customer wait times? What should be A. D. Quick Actions must be enabled in the org. A. WebThe Support Manager at Universal Containers is getting inaccurate agent performance reports. Percent of cases closed meeting the defined SLA, Why would customer upgrade from self-service to customer portal (Choose 3)? Access to custom objects What is the appropriate publish/subscribe logic to meet these requirements? The average attachment size was 34 MB. B. answers. that need to be worked on. Use escalation rules for notifications and case teams to monitor cases. Choose 2 answers, Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report. D. Sites, UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. Number of Chatter files attached to cases. B. Default case teams provide access to records. Service Cloud portal (Customer Community) An enterprise resource planning system Universal Containers wants internal support requests to be directed to any of the IT representatives. Workforce management and customer satisfaction score A. A knowledge management system Branded site B. Choose 2 answers Which two configuration steps are required before quick actions can be used in Macros? requirement? service cloud instance WebUniversal Containers is implementing a CTI solution for its inbound service and support contact center. Assign team-based roles to the associated product article types, Assign team-based profiles to the associated product article types, Assign team-based roles to the associated product data category value, Assign team-based profiles to the associated product data category value. Choose 3 answers Create a report that display the # of articles searched during the past 2 months 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? D. Post the Files to the Chatter Feed on each Article. Which three features should a Consultant recommend? Customer Community A. Choose 2 answers. A. Configure LiveMessage Create an email template to send articles as PDF attachments. B. improving KPIs, CK wants to know where to focus its efforts next. Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. D. Create an auto-response rule to send the article to the customer. A. C. Service contracts Number of Closed cases on first call Which methodology should the Consultant recommend given the requirements? A. C. Attachment Types Number of closed cases 2.Assignment Rules and Queues C. Redirect users from the company site to social media forums about the products. Create case teams to help groups of people work together to solve cases. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

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