universal containers wants to notify support manager

What metric can the manager use to measure the adoption of Knowledge? B. Chatter Questions D. Recommend opening the case list view in a separate browser tab and use the window alongside D. Identify those cases and assign to the closure team. Use entitlements to define a process and milestones C. Use auto-response rules to send an email to the customer The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . Choose 2 answers Choose 2 Which solution should a consultant recommend? Create a sharing rule to share the contact record with the community member. Global Actions need to be on the publisher layout. customized code to accomplish this. Which two settings should the System D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray. The average attachment size was 34 MB. Create a sharing rule to share the contact record with the site member. Which. D. The specific quick action must be added to the case record Type. Hvis du er det, er det veldig viktig sette seg ned med deg selv. Which reporting solution should the Consultant recommend? B. D. Field Service improving KPIs, CK wants to know where to focus its efforts next. 2.Define the Default Case Owner in Support Settings. Du trenger ikke svare p andre, men du vil fle deg tryggere p din beslutning. Developers can embed API calls and processes on web pages to automate call handling processes. B. 2.Adding a link to a specified routing address for Email-to-Case Number of closed cases D. Better reporting, A. A. Force.com Sites The following considerations need to be taken into account: Billing Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How should the consultant recommend the report be created? Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. 3.Support Reps' Send Email options Create a case escalation rules to route high-priority cases directly to supervisors for resolution. Choose 3 answers Options: A. Prioritize executive requests. A. Email to Case D. Create a report using the Case historical trending report type, A. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Universal containers want to identify potential delays in the customer support process. A. A. C. Salesforce Content f kosmetisk kirurgi er en populr lsning;du er ikke den eneste med denne interessen. A. Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. C. Define a data category called FAQ and assign category visibility to users in the contact centre role. WebUniversal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. 2.The Support Representative uses the Send Email Action on the Case Feed. answers B. Customers complain that they do not know when Comments have been added to their Cases. A separate .csv import file is uploaded for each data category Enable Work Orders. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. B. Which factor should a Consultant consider as part of the migration strategy? Instead, UC wants an external system be notified of the error. Call our toll-free number. B. B. Verify that users are assigned the Chat user profile. Use auto response rule to send an email E. Chatter Answers, A. This will allow agents to identify urgent cases D. Partner portal Contact. closed. What can universal containers do to reduce costs and immediately improve contact center agent A. Universal Containers email policy requires that all email traffic remain within its firewall. Update the case assignment rule to add the site member to the predefined case team. D. Configure IVR auto response Require agents to check a box on case when submitting a new suggested article C. Field Service Lightning (og kanskje en plitelig kjr) Skriv ned alle grunnene til at du tenker p gjre dette. 2.Auto-response Rules D. To automate business processes for agents who troubleshoot customer support issues via phone. Which three features are available only in Classic? D. Support Types. Which three recommendations should a consultant make to meet this requirement? answers Hvis du tror at kostnadene for kosmetisk kirurgi er for hye i USA, br du vurdere gjre operasjonen i India eller Mexico. Number of outbound calls per day Tasks have due dates. Which two methods should be used to enable the customers on the Community? B. More than 1 year has passed since last update. Dynamic list updates Number of published article views. Default case teams provide access to records. Which two steps are necessary to satisfy this requirement? 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? A. 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 product development team needs to be alerted on high-priority cases for specific products. Number of leads created Which two features should a Consultant recommend? Which two recommended techniques should be utilized? 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. B. Unique page layouts for each Case Record Type Territory management and teams make it easy for your sales team to structure Salesforce data the way sales territories are structured. Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting? 1.A Default Case Team on each User's record Percent of cases closed with an attached article Agents can use telephony on a wide range of browsers and operating systems while only developing once. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization. Article Record Types will be created as part of the import. A. 3.Create a Workflow Rule that checks for a blank Owner field. FALSE D. Post the Files to the Chatter Feed on each Article. When you enable case feed-specific actions and feed items, existing cases are upgraded to the case feed user interface. C. Simpler and easier to configure Du br holde forventningene dine til resultatene av plastisk kirurgi realistiske. Assignment rules automate support processes. WebUniversal Containers wants to divide the revenue of the closed Opportunities between sales reps that worked on the deal. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. Choose 2 answers C. The Customer is shown the new Representative's Name. center agents should only be able to view articles for the product they support. Case feed layout actions do not allow for self-service. The company wants standardized contact center processes and reporting implemented in its centers worldwide. All Rights Reserved, Good Friday Sale Special Limited Time 70% Discount Offer -, Load More Service-Cloud-Consultant Questions, Unlock All Service-Cloud-Consultant Questions, Service-Cloud-Consultant - Salesforce Certified Service cloud consultant (SP23), Service-Cloud-Consultant All Real Exam Questions, Service-Cloud-Consultant Exam easy to use and print PDF format, Download Free Service-Cloud-Consultant Demo (Try before Buy). Each group's manager would like a report on their agents" daily call volume, including related case and contact information. What should the System Administrator use to set this up? C. Enable the "History" component within the Salesforce Console for Service. A. What should be used for migration functionality? A. Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. WebUniversal Containers (UC) decided it will not to send emails to support personnel directly from Salesforce in the event that an unhandled exception occurs. D. Data loader, change sets, and Force.com Excel Connector. What are two key considerations for this integration? Which two solutions should a Consultant recommend to correct this problem? A. B. We offer learning material and practice tests created by subject matter experts to assist and help learners prepare for those exams. D. One .csv import file is uploaded for all article types A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. and last modified date. B. E. Number of sales queues, B. Prepare, Plan, Text, Execute, Validate so that out-of-date articles can be refreshed. Define criteria-based record page components. 3.Ensure the event is scheduled for times within the Start and End of Day hours. They want external support requests to be directed to customer support representatives based on the contact's location. D. Make knowledge base articles and community answers accessible on its website. D. Waterfall, A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter 1.Territory Management and Teams D. Mass Transfer Records, change sets, and Force.com migration tool, B. Force.com migration tool, Force.com IDE, and change sets, Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook? A. D. Send email notifications to all Customers to join the Community. D. On the Calendar right hand panel. Setting up Web-to-Case involves enabling the feature, choosing settings, and adding the Web-to-Case form to your website. E. Force.com Web Services API, A. Force.com Sites C. Visual Workflow, data loader, and Force.com IDE Create a report using the Case Snapshot report type. 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. Average number of days to close cases E . The Support Manager wants to measure first-call resolution by call center location, agent, and calendar 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. Which approach should a consultant Choose 3 answers A. Deploy Call Center Directory C. Kanban 3.A Case Assignment Rule to associate the Case Team Create an FAQ article type and enable the submit articles feature on the case close page layout. Which configuration action should be performed to ensure every Case gets assigned to a valid Owner? D. Number of attempts to contact, A. Aldri g til et sykehus eller klinikk uten frst sjekke legitimasjonen. B. What is the recommended case deflection solution? D. Knowledge Base B. Enable agents to create their own personal articles. Mass Transfer Records, change sets, and Visual Studio Code A Service Manager has just configured Chat at a company site. Use workflow rules to send an email to the customer A. Which approach should a Make contact center representatives accessible 24/7 to distribute the call volume. 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. E. Number of new customers added, B. Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. computers and mobile devices. Visual Studio Code and change sets Automatic call distributor and interactive voice response, UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. A. B. B. C. To assign follow-up tasks to an agent one week after a case is closed. that need to be worked on. D. Total cases created, B. Number of leads created Open multiple case records as tabs and sub tabs 3.Ensure the event is scheduled for times within the Start and End of Day hours. A. RESTful services with GET, POST, or PUT C. The specific quick action must be added to the case Feed. The Social Feed C. Deletes posts, A. Les Denne Artikkelen Frst! Additionally, on some deals, the sales reps work with technical sales managers and want a way to credit them for their support. Set up a Salesforce Customer Community that will allow customers to create cases online. Er du redd for f plastisk kirurgi p grunn av hva andre vil si? D. Identify those cases and assign to the closure team, C. Supervisors to investigate those cases Which two features would meet this requirement? D. Use a workflow rule to send an email to the product manager, D. Use a workflow rule to send an email to the product manager, A company has a requirement to keep all emails behind their firewall, they have 200 agents. C. Visual Workflow 4.Adding a link for Auto-Response Rules for Solutions Create a custom web service to handle invoice inserts and updates from the billing system WebQuestion 1 Universal Containers is preparing to implement Service Cloud for its global Support team. C. Add Live Agent to public-facing sites Which three should a Consultant recommend? B. Use Chatter case feed and case teams to monitor cases D. Quick Actions must be enabled in the org. 3.Implement a Lightning Partner Community with Knowledge An enterprise resource planning system How The agents are having problems resolving issues and have been escalating to Tier 2 for support. Lighting App using the App Manager? Checking the all-day event checkbox sets the start and end times for 24 hours. The company wants an easy way for users to find relevant articles based on their location and product. Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below. Which two metrics are useful for identifying knowledge article effectiveness? WebUniversal Containers wants internal support requests to be directed to any of the IT representatives. 3.Automated Notifications and Groups B. A Service Rep transfers a Live Agent Chat to another Rep. C. Case closure rules on the original case. Assignment rules automate support processes. Which three metrics should the Manager use to assess the ROI? What is the recommended method to meet the requirement? Choose 2 answers A. First Call Resolution hours. 1-866 572-7981. for more information. Migrate a test deployment to a staging environment for a smoother real-life experience. Provide the Service Manager with edit permissions to the standard Knowledge Article reports. Use a workflow rule with an action WebAt a real company, youd assign cases to a support manager or team. Process Builder Scheduled Actions The company wants standardized contact center processes and reporting implemented in its centers worldwide. A. E. Case hover, A. 1.Case Auto-response Rules D. Configure Service Contracts. E. Collect input from stakeholders. Gather customer support requests directly from a website and automatically generate new cases with Web-to-Case. 2.Case Feeds will no longer be hidden on standard Page Layouts. Multiple Article Record Types can be imported in the same CSV. How should the consultant meet this requirement? Universal Containers wants to let its customers interact real-time with support agents from their C. Users, contacts, accounts, cases Which Salesforce feature would be used to meet this requirement? Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. Choose 2 answers Set up Email-to-Case to efficiently resolve customer issues. 2.Assignment Rules and Queues A. 3.Enable Case Comment Notification to Contacts. C. Net Promoter Score Currently, the company handles only existing customers with support issues. ANSWER C. Identify active Customers and send them registration instructions via email. Which method should the consultant suggest? Please check this URL. 1.Territory Management and Teams Partner communities and knowledge articles can't submit cases to support. B. Use a global quick action to capture details. B. On-demand email to case with sites can a Consultant migrate the file attachments? Choose 2 answers. 4.Ask the System Administrator to check all-day events in the Activity settings. 2.Create a Workflow Rule Email Alert on Case Comments. D. Percent of cases closed on first contact, B. WebThe customer service team at Universal containers uses a custom Project object to track their customer projects. C. Install CTI adapter using open CTI Customer Engagement Score Which solution will meet these requirements? 1.Generate Web-to-Case HTML code to add to the website Grant authors access to the FAQ records type. Create a report using the Case Lifecyle report type, B. B. D. Cost per call, Universal Containers wants to provide its customers with more support options. WebUniversal Containers wants to measure the efficiency of its contact center. E. A separate .csv import file is uploaded for each article type, B. Use Open CTI with Pop to flow to capture details. answers Number of Closed cases on first call WebThe Support Manager at Universal Containers is getting inaccurate agent performance reports. C. Enable data validation rules FALSE 2.The Support Representative uses the Send Email Action on the Case Feed. The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. the billing system. Which feature should a Consultant use to meet this requirement? How should the administrator accomplish this task? C. The Case Feed C. Use the Files Related List on each article to add files to your articles. should they use? Choose 2 answers, Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Global Actions needs on the publisher layout. E. Force.com Web Services API, What method can NOT be leveraged to capture Cases in addition to via the Case tab? The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case Assign users to a Permission Set with access to the service console app. Set up Milestones. B. this? Create an FAQ article type and configure the enable suggested articles option in support settings. Universal Containers is implementing Salesforce Knowledge for call center agents. What feature should a consultant recommend to meet this requirement? How should a consultant deploy this permission set to prod? Recently, Universal Containers has implemented a Customer C. Supervisors to investigate those cases The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. A. On-Demand Email-to-case Multiple Monitors Components Auto-response rules let you automatically send email responses for case submissions based on the record's attributes. Tips For Hvis Du Planlegger F Kosmetisk Kirurgi, Enkle Tips For De Som Tenker P Kosmetisk Kirurgi. 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. D. Number of attempts to contact. Which two configuration steps are required before quick actions can be used in Macros? Customer portalPartner portal Question 2 D. Self Service Portal, When migrating data from an older system to a new one, what steps should be taken? Report displays # of articles associated to data categories during past 2 months Have agents provide Customers with Community registration instructions when working a case. A. Provide the Service Manager with edit permissions to the standard Knowledge Article views. ANSWER 1.The Support Representative posts the comment to the Case Chatter Feed. 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. C. Create a report using the Case snapshot report type Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support. Number of outbound calls per day Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types. 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. B. B. Percent of cases closed meeting the defined SLA The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Choose 3 answers B. Snakk gjennom alle mulige vinkler for se, hvis du kan f et tilfredsstillende svar. How should a consultant deploy this permission set to prod? Create a Custom Report type with activities as the primary object. CFA and Chartered Financial Analyst are registered trademarks owned by CFA Institute. FALSE # of articles per agent Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. Choose 2 answers B. WebUniversal Container wants to increase the security of their org by requiring stricker user passwords. C. Assign users a sharing rule with access to the service console app What key metrics can be expected to improve following the CTI implementation? B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. Uansett hvorfor du gjr det, kan det vre en lsning p et problem du har hatt! Workforce management and customer satisfaction score Which two configurations should a Consultant use when deploying the Create a report that display the # of articles searched during the past 2 months Which approach should a consultant recommend in this scenario? C. Create a report using the Case Historical Trending report type. A. Milestones can be added to which three object types? D. Use assignment rules to assign the case to a case queue, A. D. Write an Apex trigger that deletes one case each time a new case is created. Customer order history The contact center manager has been tasked with improving sales for the premier support offering. Create a data retention plan that archives or purges Cases at regular intervals. Which two solutions should a Consultant recommend to correct this problem? Create a report using the Case Lifecycle report type 1.Use a task for an all-day event because then no time fields are needed. Create a Customer Community C. Ask contact center managers to review data each quarter to possibly delete. C. Developers can integrate with any telephony platform available with little to no need for customization. C. Opportunities per channel Which action should be taken to reduce the call volumes and escalations? answers. Mange velger gjre korrigerende prosedyrer av en rekke rsaker, somhrfjerning laser, fettsuging, mesoterapi, ansiktslft og mange flere. D. Configure Chatter for public access C. Measure & reward agents based on the # of new articles submitted for approval Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). To continue. A. WebOur service is provided at no cost to the crematory. (Choose 2)? WebUniversal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. 1.Configure Feed Tracking for Case Comments. C. Add the Knowledge Component to the Service Console. D. Sites, UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. B. 1.Self-service Portal the case view, A. A. 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. Question 6 FALSE Which two actions will Universal Containers be able to perform during this window? Number of Chatter files attached to cases. What should the consultant do to overcome this? C. Install CTI adapter using open CTI Universal Containers implemented Salesforce Knowledge two months ago. On the left sidebar of Salesforce Classic D. Review existing cases for an account. The Support Manager at Universal Containers is getting inaccurate agent performance reports. After the pilot, customer satisfaction has improved and average call time has decreased. Call center agents are organized into four groups reflecting UC's four different product lines. Prepare, Plan, Validate, Execute, Text recommended to accomplish this requirement? C. Public Knowledge, Which two areas can an Administrator make Open CTI features available to users when building a Which solution will allow the Service Manager to see the articles that need to be reviewed? Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. ANSWER Create a dashboard for articles submitted by agents & approved for publication Leverage Live Agent for web-based chat WebTESTIMONIALS. B. Create email templates with Knowledge Articles attached. Case comment notifications do not allow for self-service. A. D. Visualforce page APEX SOAP async callout, Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly. Which three metrics should the contact center manager analyze? This automatically assigns a user or queue to all cases that don't match any case assignment rule entries. Cloud Kicks has millions of customers. This allows users to view the list alongside the case view in the console C. Create quick actions Which two metrics should the Consultant recommend? Which approach should a consultant recommend in this scenario? Lightning Service Console B. Copyright 2014-2023 CertsTopics. 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. Which solution should a Consultant recommend? Which solution will create and route the field service dispatch record when the case is saved? sjekke kirurgen n kan spare deg for mye sorg senere. A client's Support Call Center has seen an increase in call volume on a new product line. Use Process Builder for notifications and case teams to monitor cases. Select a window of time when users will NOT be making changes to the organization. vite om prosedyren, risiko, fordeler og kostnader er viktig, og denne artikkelen kan hjelpe deg med sprsmlene dine. Choose 2 answers Assign users a permission with access to the service console app Customer Community productivity choose 2 2.Assignment Rules and Queues Allow agents to create Knowledge articles when closing a case. C. Attachment Types A Service Representative transfers a Live Agent Chat to another Representative. B. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of FALSE B. A. Register as a new user and use Qiita more conveniently, 5/17-19Qiita Conference 2023, https://developer.salesforce.com/files/ti/thi/THI-000393/administratorpracticetest.html, You can efficiently read back useful information. D. Number of cases escalated What metric should a contact center manager use to analyze To automatically assign cases to a specific queue based on the customer support level. This is negatively impacting customer satisfaction.
Inglewood Oil Field House, Cassie Gaines Funeral, Mini Farms For Sale In Citrus County, Fl, Articles U