Which three metrics should the contact center manager analyze? 2.Adding a link to a specified routing address for Email-to-Case Which reporting solution should the Consultant recommend? Choose 2 answers D. Keyboard Shortcuts Password different then username C. Prevent common words D. Password complexity requirement. Fast2test material do not contain actual Oracle Exam Questions or materials. How should a consultant deploy this permission set to prod? Currently, the company has 200 support agents handling. B. B. Agile D. Develop data map, Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases. C. # of cases via email Their B. Choose 2 answers Fast2test doesn't offer Real Microsoft Exam Questions. Create Knowledge Articles and publish internally and publicly. 4.A Workflow Rule to add the Case Team (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. Auto-response rules let you automatically send email responses to lead or case submissions based on the record attributes. De fleste prosedyrer handler bare om en forbedring i forhold til hvordan du allerede ser ut, og vil ikke skape et nytt ansikt. Require agents to check a box on case when submitting a new suggested article Tasks have due dates. A Service Manager has recently implemented Salesforce Knowledge. Use case teams to close 4.Case Escalation Notifications. What key metrics can be expected to improve following the CTI implementation? D. Number of cases escalated Choose 2 answers A. E. Force.com Web Services API, A. Force.com Sites D. A Custom Component, Which configuration item must be created when implementing Lightning Knowledge? CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Create an email template to send articles as PDF attachments. A. RESTful services with GET, POST, or PUT Communities Universal Containers wants to be able to assign cases based on the same criteria they use for chat . 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. Choose 2 answers Service Cloud Study Session En kosmetisk kirurg vil at du skal ha din ideelle vekt for f en vellykket prosedyre, Poenget: Kosmetisk Kirurgi Og Kroppen Din, Solid Kosmetisk Kirurgi Informasjon Nr Du Vurderer Dette Alternativet. Tips For Hvis Du Planlegger F Kosmetisk Kirurgi, Enkle Tips For De Som Tenker P Kosmetisk Kirurgi. The contact, center has a dedicated support team for each product that it supports. In which two locations can the System Administrator implement customer-facing email templates with respect to Cases? Build a customer visual force page with the list view and assign it to the console sidebar. C. Define a data category called FAQ and assign category visibility to users in the contact centre role. Which measure can satisfy this requirement? 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. Choose 3 answers Unique page layouts for each Case Record Type B. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. B. 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 contact is notified when a case comment has been modified or added to a case. Dynamic list updates Copyright 2014-2023 CertsTopics. B. Tag another chatter user B. recommend to meet this requirement? 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. On a utility bar of the Lightning App Salesforce Sales-Cloud-Consultant today updated questions How B. Build a Summary report on Products and Activities. A. Configure Macros On a new tab in the agent's browser Hvis kirurgen er styresertifisert, og spr om eventuelle klager. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience. Customer Community Use auto response rule to send an email CK is preparing to launch a public kno base for customers that will have 2,500 articles. C. Supervisors to investigate those cases ANSWER There are two correct Universal Containers wants to measure the efficiency of its contact center . What should be considered when designing the contact center? C. Assign users the Service User license on their User record. The contact center manager has been tasked with improving sales for the premier support offering. C. Scheduled Reports A. Email to Case Level of contracted support Salesforce ADM-201 New Questions - April updated ADM-201 4.All Case buttons will be converted to Actions in the Case Feed. C. A workforce management system A. A. Force.com IDE Which three metrics should the contact center manager analyze? Contact Center management must be notified whenever an Open Case has not been touched for 24 Which Salesforce feature would be used to meet this requirement? A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What solution should a consultant recommend? B. Developers can embed API calls and processes on web pages to automate call handling processes. E. Number of sales queues, B. D. Configure Chatter for public access 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. E. Number of new customers added, B. A. Implement Service Cloud console to support agents D. Use an Apex trigger, The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. Certified Service Cloud Consultant Exam Free Actual What should the System Administrator use to set this up? C. Create an Entitlement Process. B. C. Case closure rules on the original case. used for migration functionality? However, customers that have been upsold new products are two times more likely to remain a customer. A. Create a sharing rule to share the contact record with the site member. WebFind company research, competitor information, contact details & financial data for UNIVERSAL CONTAINER SERVICES LIMITED of MANCHESTER. Which step should be They want external support requests to be directed to customer support representatives based on the contact's location. The Social Feed Create a report using the Case Historical Trending report type. D. Waterfall, A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter Which solution should a consultant recommend? 1.Configure Feed Tracking for Case Comments. 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 The goal of the site is to enable community members to access, create, and manage cases online. Du trenger ikke svare p andre, men du vil fle deg tryggere p din beslutning. A. D. Number of attempts to contact, A. Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Add the Knowledge tab to the Console app. What solution should a consultant recommend to meet this requirement? 4.Case Comment Notifications. All rights reserved. C. Developers can integrate with any telephony platform available with little to no need for customization. 2.Define the Default Case Owner in Support Settings. C. The Customer is shown the new Representative's Name. A. Knowledge search query with no results. A manager has noticed an increase in average case age. UC has created permission sets granting access to object and fields in one of its sandboxes. 4.Configure the Case Auto-Response Rules. FALSE 3.The System Administrator enables Case Comment Notification to Contacts. The company wants an easy way for users to find relevant articles based on their location and product. answers Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. C. Use auto-response rules to send an email to the customer Use escalation rule to send an email C. Embed case feed functionality within a visual force page. Define criteria-based record page components. The Chat Transcript and Case are transferred. E. Number of successful keyword searches. A. A link and auto-response rules can't submit cases to support. D. Send email notifications to all Customers to join the Community. The product development team needs to be alerted on high-priority cases for specific products. C. Simpler and easier to configure Multiple Monitors Components Update the case assignment rule to add the site member to the predefined case team. 1.Case Auto-response Rules Branded site E. Macros, A. Number of new customers added C . C. Number of articles associated to cases. D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service. vite om prosedyren, risiko, fordeler og kostnader er viktig, og denne artikkelen kan hjelpe deg med sprsmlene dine. D. Salesforce Files, The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. C. Activate data validation rules We offer an ethical and environmentally safe recycling method. What solution should the consultant recommend to meet this request? WebThe customer service team at Universal containers uses a custom Project object to track their customer projects. 4.The System Administrator configures the Case Auto-Response Rules. 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. by Salesforce Actual Free Exam Users, accounts, contacts, cases Which two configuration steps are required before Quick Actions can be used in Macros? Quick Text Customer Community Migrate a test deployment to a staging environment for a smoother real-life experience. B. Indicates a clickable URL hyperlink Fast2test does not own or claim any ownership on any of the brands. Verify that users are assigned the Chat feature license. 4.Configure a default value for the Case Owner field. All trademarks are the property of their respective owners and we don't provide actual questions from any vendor. B. Workflow-driven outbound messaging Du kan kanskje motta erstatning. E. Case hover, A. 3.Support Reps' Send Email options C. Deploy in phases using countries as pilots. C. Each article must be associated to an article type Assignment rules automate support processes. B. Validation rules on case process field 4.Adding a link for Auto-Response Rules for Solutions. More than 1 year has passed since last update. Standard Email-to-Case with assignment rules, Lightning Email with web routing prioritization, Standard Web-to-Case with assignment rules, Copyright 2014-2023 Certensure. Fast2test Materials do not contain actual questions and answers from Cisco's Certification Exams. D. The specific quick action must be added to the case record Type. 2.Check the all-day event checkbox on the event. Choose 2 answers A . How should the administrator accomplish this task? Aldri g til et sykehus eller klinikk uten frst sjekke legitimasjonen. File Types The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. FALSE B. The Support Manager at Universal Containers is getting inaccurate agent performance reports. Open multiple case records as tabs and sub tabs Allow agents to create Knowledge articles when closing a case. 3.Case Feed Layout Actions Which approach should a consultant Report displays # of articles associated to data categories during past 2 months C. Public Knowledge The Support Manager wants to measure first-call resolution by call center location, agent, and calendar Requirements gathering sessions have resulted in a large set of required WebUniversal Containers wants to create a new sales team that focuses exclusively on small to medium business customers. D. Field Service Forsikre deg om at du gjr litt research p kosmetisk kirurgi fr du gr under kniven. Choose 2 answers FALSE Fast2test doesn't offer Real Certiport Exam Questions. Which approach should a consultant recommend in this scenario? Offering Free access to Certified Service Cloud Which customer requirement would require the use of Email-to-Case? Standard email to case Choose 3 answers A. C. The specific quick action must be added to the case Feed. Set up analytical snapshots to capture key case information and create historical trending reports. Universal Containers wants to allow potential customers to submit Cases for technical inquiries. They do not have resources to set up a call center and need to make support available through another means. Which two options should they consider? Choose 2 options. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report. Which method should the consultant suggest? Lightning Service Console 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. 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, While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. A manager has noticed an increase in average case age. After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. A. B. Assign users a permission with access to the service console app Assign users to a Permission Set with access to the service console app. Selv om valgfrie prosedyrer ikke dekkes, vet du aldri fr du prver. D. Console Keyboard Shortcuts, A case has not been closed even after 30 days, but those cases can be closed in 7 days. Universal Containers requires that a case is logged for every incoming support call. C. Import payment data into Salesforce and add to the contact page layout related list Create a Customer Community 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. B. A. B. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content. 1-866 572-7981. for more information. CFA Institute does not endorse, promote or warrant the accuracy or quality of these questions. A Service Manager has just configured Chat at a company site.