D. Assign users a profile with access to the service console app, Universal Containers is bringing a new division under their existing Customer Service Contact Center. Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. 1.Use a task for an all-day event because then no time fields are needed. Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below. D. Total cases created, B. Requirements gathering sessions have resulted in a large set of required Uansett hvorfor du gjr det, kan det vre en lsning p et problem du har hatt! B. A. On-Demand Email-to-case Use an escalation rule to move cases into the product manager queue C. Embed case feed functionality within a visual force page. B. 4.The System Administrator configures the Case Auto-Response Rules. B. Create a new record type. B. 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. A System Administrator enables Case Feed Actions and Feed Items in Support Settings. A Service Manager has just configured Chat at a company site. Communities B. A. B. Java Language Specific Toolkit Which two settings should the System Plan and communicate the deployment to all users of the organization in advance. C. Opportunities per channel This is negatively impacting customer satisfaction. D. To automate business processes for agents who troubleshoot customer support issues via phone. Create case teams to help groups of people work together to solve cases. Assign users a permission with access to the service console app Sjekk om kirurgen din er kvalifisert. 1.The Support Representative posts the comment to the Case Chatter Feed. 3.Support Reps' Send Email options A Service Representative transfers a Live Agent Chat to another Representative. B. Choose 3 answer Number of outbound calls per day Vurderer Du Kosmetisk Kirurgi? Which two reports should the contact center manager present to executive management? 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. Deploy Pre-Chat form, The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. 3.Implement a Lightning Partner Community with Knowledge 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. An enterprise resource planning system A knowledge management system A. This will allow agents to identify urgent cases WebUniversal Containers is implementing a CTI solution for its inbound service and support contact center. What should be Service Console applications. A. Configure call center definition Change the org-wide default for cases and contacts internal access to private. Set up Email-to-Case to efficiently resolve customer issues. Average Handle Time Which three should a Consultant recommend? A. B. Each group's manager would like a report on their agents" daily call volume, including related case and contact information. 3.The System Administrator enables Case Comment Notification to Contacts. They want external support requests to be directed to customer FALSE B. 1.A Default Case Team on each User's record Which two configurations should a Consultant use when deploying the Copyright 2014-2023 CertsTopics. Which solution should a consultant recommend? How can this Which two recommendations should a consultant suggest to help decrease customer wait times? B. B. Validation rules on case process field Mass Transfer Records, change sets, and Visual Studio Code The goal of the community is to enable community members to access, create, and manage cases online. Configure IVR routing to bypass Tier 1 for the product line. What should the System Administrator use to set this up? Salesforce Service-Cloud-Consultant Dumps - CertsTopics Territory management and teams make it easy for your sales team to structure Salesforce data the way sales territories are structured. 4.Case Escalation Notifications What should the System Administrator use to set this up? WebThe Universal Containers contact center offers support through phone, email, public website, and a Community. E. A separate .csv import file is uploaded for each article type. B. D. A Custom Component, Which configuration item must be created when implementing Lightning Knowledge? A client's Support Call Center has seen an increase in call volume on a new product line. Choose 2 answers. Ensure all users refrain from logging into production for an entire day prior to deployment. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. A. RESTful services with GET, POST, or PUT C. Define a data category called FAQ and assign category visibility to users in the contact centre role. How should this be accomplished? An App builder needs to create a relationship between the project object and the related client Account record. Enable Work Orders. What should a consultant recommend to meet this requirement? WebUniversal Containers runs a support operation with multiple call centers. E. A separate .csv import file is uploaded for each article type, B. 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, Universal Containers (UC) wants to automate the process of case creation. D. Review existing cases for an account. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. B. 3.Ensure the event is scheduled for times within the Start and End of Day hours. What are two key considerations for this integration? B. B. D. Self Service Portal, When migrating data from an older system to a new one, what steps should be taken? D. Agent skill-based routing and predictive dialer, A. What can universal containers do to reduce costs and immediately improve contact center agent B. Which two features requires Service Cloud? Copyright 2023 FAST2TEST.COM. D. Knowledge Base 2.Define the Default Case Owner in Support Settings. Choose 3 answers Which. Assets Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report. Which configuration option should be verified? Universal Containers wants to allow potential customers to submit Cases for technical inquiries. The company A. Choose 2 answers should they use? B. Universal Containers wants to let its customers interact real-time with support agents from their C. Scheduled Reports How should a consultant correct this problem. 3.All Case fields will be added to the Chatter Feed Tracking. C. The specific quick action must be added to the case Feed. 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? C. Assign users the Service User license on their User record. B. Du kan kanskje motta erstatning. D. Percent of cases closed on first contact, B. Fast2test doesn't offer Real (ISC) Exam Questions. D. Number of attempts to contact, A. C. Use the Files Related List on each article to add files to your articles. Enable agents to create their own personal articles. Communities Number of knowledge articles in each data category. The Chat Transcript and Case are transferred. 4.All Case buttons will be converted to Actions in the Case Feed. Assignment rules automate support processes. Define a default case owner to automatically assign a user or queue to all cases that don't match any case assignment rule entries. B. On a new tab in the agent's browser Du trenger ikke svare p andre, men du vil fle deg tryggere p din beslutning. Create a custom web service to handle invoice inserts and updates from the billing system Which two features would meet this requirement? C. Add Live Agent to public-facing sites Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field? D. Assign users a profile with access to the service console app, B. Developers can embed API calls and processes on web pages to automate call handling processes. 2.The Support Representative uses the Send Email Action on the Case Feed. Create a data retention plan that archives or purges Cases at regular intervals. Average number of days to close cases E . Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. Which reporting solution should the Consultant recommend? C. Post report information on Chatter. 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. 1.Self-service Portal D. Access to Knowledge Articles, Universal Containers is changing their case management system to Salesforce. service cloud instance E. Number of sales queues, B. Which three metrics should the The company wants an easy way for users to find relevant articles based on their location and product. type.SupportMngers have confirmed that articles of type FAQ exist in production. Create a report using the Case Lifecycle report type. B. Choose 2 answers Create a sharing rule to share the contact record with the site member. C. Add Live Agent to public-facing sites B. Time-based Workflow Rules A. C. The Case Feed This is negatively impacting customer satisfaction. the billing system. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case The specific Quick Action must be added to the Case Feed. A. UC does NOT want to use any Which two configuration steps are required before quick actions can be used in Macros? Set up analytical snapshots to capture key case information and create historical trending reports. B. be accomplished? C. On the footer of the Lightning Console B. Multiple Monitors Components 3.Implement a Lightning Partner Community with Knowledge Which two reports should the contact center manager present to executive management? 4.Case Comment Notifications C. The specific quick action must be added to the case Feed. A. C. Percent of cases closed with chatter posts Choose 3 A. Manager use to measure the success of the implementation? Create a sharing rule to share the contact record with the community member. A. Milestones B. 4.A Workflow Rule to add the Case Team Service Cloud portal (Customer Community) A. UC's service center needs to provide support for a new product line. C. Email to case with web to case Salesforce Service-Cloud-Consultant Dumps Fast2test doesn't offer Real Certiport Exam Questions. The specific Quick Action must be added to the Case Feed. Number of published article views. C. Visual Workflow, data loader, and Force.com IDE D. Create a report using the Case Snapshot report type. 4.The System Administrator configures the Case Auto-Response Rules. Salesforce Which customer requirement would require the use of Email-to-Case? Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. Choose 2 answers Options: A. Configure a flow to assign the cases to the queue. They want external support requests to be directed to customer support representatives based on the contact's location. Universal Storage Containers was great to work with and made the entire process easy to add portable moving & storage containers to my existing business. Provide the Service Manager with edit permissions to the standard Knowledge Article views. Article Record Types must be created before the import. Number of Closed cases on first call After the pilot, customer satisfaction has improved and average call time has decreased. A contact is notified when a case comment has been modified or added to a case. Which solution should a Consultant recommend? 2.The Support Representative uses the Send Email Action on the Case Feed. Knowledge One with Article Recommendations, UCs is implementing Salesforce Knowledge at its contact center. Create email templates with Knowledge Articles attached. Choose 2 answers and last modified date. hours. 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. The average attachment size was 34 MB. WebUniversal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. problems account for less than 5% of the calls. status during their lifecycle. answers B. Allow agents to create Knowledge articles when closing a case. C. A workforce management system A. C. Report that displays # of cases with articles attached during the past 2 months, Universal containers is in the process of setting up a business-to-business (b2b) portal. Universal Containers implemented Salesforce Knowledge two months ago. Salesforce ADM-201 New Questions - April updated ADM-201 B. Create Knowledge Articles and publish internally and publicly. C. Visual Workflow Universal Containers is implementing Salesforce Knowledge for call center agents. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. The Customer does not know they were transferred. Which approach should a D. Waterfall, A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter answers. productivity choose 2 This group will track information with the same fields and picklist values but will need two new options on the stage field. ANSWER Choose 3 answers Dynamic list updates B. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of Which method should a consultant recommend for importing this data into universal containers How should the consultant meet this requirement? Universal containers are developing a business - Course Create a report using the Case age report type A. Use a global quick action to capture details. B. Get the latest business Select a window of time when users will NOT be making changes to the organization. C. Use the Files Related List on each article to add files to your articles. Which action should be taken to reduce the call volumes and escalations? Classic Knowledge D. Create an org development model. A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as, password resets and order inquiries. Agents can use telephony on a wide range of browsers and operating systems while only developing once. B. C. Number of open cases per day C. Use an assignment rule to assign new cases to the product manager Developers can embed API calls and processes on web pages to automate call handling processes. taken before performing the migration of the data (Choose 2)? 3.A Case Assignment Rule to associate the Case Team The product manager would like to be notified whenever a customer reports a new defect. B. Force.com migration tool, Force.com IDE, and change sets Which reporting solution should the Consultant recommend? Customer Community WebUniversal Containers runs a support operation with multiple call centers. E. Chatter Answers, A. Which approach should a consultant Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. Which solution should a consultant Use an auto-launched flow to capture details. A Service Rep transfers a Live Agent Chat to another Rep. B. To meet these requirements, which C. Service-Level Agreements Fast2test Materials do not contain actual questions and answers from Cisco's Certification Exams. B. We offer learning material and practice tests created by subject matter experts to assist and help learners prepare for those exams. A. For vre en god kandidat for denne typen prosedyrer, br du vre nr optimal kroppsvekt. Forsikre deg om at du gjr litt research p kosmetisk kirurgi fr du gr under kniven. (Choose 2)? D. Use an Apex trigger, The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. FALSE 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. How should the consultant implement these requirements? D. To automate business processes for agents who troubleshoot customer support issues via phone. Create a report that display the # of articles searched during the past 2 months Currently, the company handles only existing customers with support Salesforce Certified Service Cloud Consultant v1.0 Choose 2 answers. 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? Create a report using the Case Lifecycle report type. Choose 3 answers D. Milestone Actions, The Service Desk at Universal Containers is considering implementing a Service Console and is Choose 3 answers A. With the appropriate Profile permissions enabled, what change will users see? Additionally, on some deals, the sales reps work with technical sales managers and want a way to credit them for their support. Pass Your PDI Dumps as PDF Updated on 2022 With 216 B. A manager has noticed an increase in average case age. Create an FAQ article type and enable the submit articles feature on the case close page layout. Agents can use telephony on a wide range of browsers and operating systems while only developing once. ADM-261 by Salesforce Actual Free Exam Questions And manager Which solution will meet these requirements? C. Escalation rule to ignore business hours based on case criteria, C. Escalation rule to ignore business hours based on case criteria, SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. D. Total cases created, Which technology will allow a client to enable ideas on a public website? A. solutions should a Consultant recommend to correct this 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. Use Chatter case feed and case teams to monitor cases 2.A Default Case Team on each Account record (choose 1 answer) What does the hashtag do? B. updates for check-ins and refinement. D. Cloud-to-Cloud Integration Toolkit, Universal Containers is implementing a call center using CTI (Computer-telephony integration). Have agents provide Customers with Community registration instructions when working a case. Du kan ha ls hud rundt mageomrdet forrsaket av graviditet eller raskt vekttap. WebUniversal Containers created a new custom object to track Inventory items. Which solution is Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types. Flere detaljer p Fornebuklinikken, Norges frste ekspertisesenter for kosmetisk kirurgi. C. Create a sharing rule to share the contact record with the site member. En kosmetisk kirurg vil at du skal ha din ideelle vekt for f en vellykket prosedyre. D. Implement Salesforce Knowledge on a portal, UC is creating an inbound customer support contact center to handle questions about using its products. D. Set up a sharing set to grant access based on the site member's contact record. Create a report using the Case Lifecyle report type, B. Selv om valgfrie prosedyrer ikke dekkes, vet du aldri fr du prver. 1.Generate Web-to-Case HTML code to add to the website Universal containers want to identify potential delays in the customer support process. Create case teams to help groups of people work together to solve cases. Which reporting solution should a consultant recommend? Case feed layout actions do not allow for self-service. C. Create a custom report for Knowledge Articles that filters the results based on publication status D. Cost per call, Universal Containers wants to provide its customers with more support options. C. Attachment Types Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support. Use escalation rules to assign the case to a case queue Which approach should a consultant implement? C. Kanban 1.Create a Validation Rule based on the Created By field. Which solution will create and route the field service dispatch record when the case is saved? C. Use a case assignment rule Choose 2 B. Create case teams to help groups of people work together to solve cases. A. Web-to-Case WebUniversal Containers wants internal support requests to be directed to any of the IT representatives. A manager would like information on the knowledge base searches conducted by customers and call center agents. B. Email to Case Create a Custom Report type with activities as the primary object. 4.Configure a default value for the Case Owner field. ANSWER C. Use auto-response rules to send an email to the customer UC wants to reduce incoming support phone call volume. Du br vurdere flgende nr du vurderer en mageplastikk. Use escalation rules for notifications and case teams to monitor cases. B. service level Agreements. WebFind company research, competitor information, contact details & financial data for UNIVERSAL CONTAINER SERVICES LIMITED of MANCHESTER. A. On-demand email to case 2.Adding a link to a specified routing address for Email-to-Case Number of open cases per day B . Salesforce Sales-Cloud-Consultant today updated questions 3.Enable Case Comment Notification to Contacts. 1.Cases will use Feed Layouts rather than standard Page Layouts. D. Both Service Reps can chat with the Customer. A. The original case CANNOT be closed until all RMAs and FSRs are closeD. B. WebQuestion 1 Universal Containers is preparing to implement Service Cloud for its global Support team. Auto-response rules let you automatically send email responses for case submissions based on the record's attributes. Branded site Universal Containers email policy requires that all email traffic remain within its firewall. B. unique and have additional stages and fields that need to be captured. Most popular articles
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