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This is negatively impacting customer satisfaction. D. Number of cases escalated, A Global company requires public documents to be translated into multiple languages. C. Ask contact center managers to review data each quarter to possibly delete. Ensure all users refrain from logging into production for an entire day prior to deployment. A self-service portal provides an online support channel for your customers - allowing them to resolve their inquiries without contacting a customer service representative. Setting up Web-to-Case involves enabling the feature, choosing settings, and adding the Web-to-Case form to your website. D. Knowledge Base Which. Which three recommendations should a consultant make to meet this requirement? Nr du vurderer kosmetisk kirurgi, vil du vre sikker p at kirurgen du bruker er kompetent. After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. answers. Attachments and .html files must be referenced in a corresponding .zip file Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting. the billing system. ANSWER 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. Communities WebAgents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Choose 2 answers. These cases have many identical stages and fields, however, the maintenance cases are 2.Auto-response Rules Which approach should a consultant Choose 3 answers. Create a report using the Case Historical Trending report type. Salesforce Service-Cloud-Consultant Dumps - CertsTopics (choose 2) FALSE FALSE B. Workforce management and customer satisfaction score B. Time-based Workflow Rules This allows users to view the list alongside the case view in the console Choose 3 answers A . The goal of the community is to enable community members to access, create, and manage cases online. Ensure that at least 60% of the code is covered by unit tests before deploying to production. D. Keyboard Shortcuts They do not have resources to set up a call center and need to make support available through another means. FALSE Which Knowledge dashboard should a consultant use? Record Types Auto-response rules let you automatically send email responses to lead or case submissions based on the record attributes. E. Number of sales queues, B. C. Customer Community E. Macros, A. B. What could the company do to B. Workflow-driven outbound messaging C. Define a data category called FAQ and assign category visibility to users in the contact centre role. If you have any question please leave me your email address, we will reply and send email to you in 12 hours. Choose 3 answers Enable article customization for open cases. C. Use the Files Related List on each article to add files to your articles. C. Data Integration via SOAP API A. Choose 2 answers A. C. Configure the case list under custom console components so users can view the list view along D. Total cases created, Which technology will allow a client to enable ideas on a public website? What is the recommended solution to meet the requirements? Which solution should be implemented to support this? D. Knowledge articles created by call center agents. D. Knowledge Base Assignment rules automate support processes. Territory management and teams make it easy for your sales team to structure Salesforce data the way sales territories are structured. 1.Territory Management and Teams B. Use entitlements to define a process and milestones, A company provides customer support for new products and for routine maintenance of existing products. Salesforce Certified Service cloud consultant - Service-Cloud Which configuration action should be performed to ensure every Case gets assigned to a valid Owner? A mobile workforce can be dispatched to support customers. With the appropriate Profile permissions enabled, what change will users see? 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. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Deploy Call Center Directory B. B. Fast2test does not own or claim any ownership on any of the brands. Exam Certified Service Cloud Consultant topic 1 question C. Utility Bar A. Omni-Channel B. Use the Lightning Knowledge Migration Tool and choose 'include files'. type.SupportMngers have confirmed that articles of type FAQ exist in production. D. Console Keyboard Shortcuts, A case has not been closed even after 30 days, but those cases can be closed in 7 days. 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? Which implementation should the consultant recommend? Choose 3 answers A. Fast2test doesn't offer Real CompTIA Exam Questions. manager 1.The Support Representative posts the comment to the Case Chatter Feed. How should the consultant recommend the report be created? Number of open cases per day B . Access to custom objects 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. 2.Adding a link to a specified routing address for Email-to-Case A manager has noticed an increase in average case age. The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. Which approach should a consultant implement? C. Create a workflow email alert to send the article to the customer. B. Create a dashboard for articles submitted by agents & approved for publication C. The Case Feed Indicates a clickable URL hyperlink C. Percent of cases closed with chatter posts 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. Universal Containers uses an Auto-numbering system to uniquely identify each support request. Which feature should a consultant recommend? Du br vurdere flgende nr du vurderer en mageplastikk. Record Types Create a Custom Report type with activities as the primary object. 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. A. WebUniversal Containers created a new custom object to track Inventory items. Most popular articles Grant Authors access to the FAQ article type. The Customer does not know they were transferred. How shoud a consultant correct this problem? There are two correct Which metric, Universal Containers is implementing a CTI solution for its inbound service and support contact center. A. We offer an ethical and environmentally safe recycling method. unique and have additional stages and fields that need to be captured. D. Switch from case feed to standard detail pages using a console component. 4.Case Escalation Notifications 3.Ensure the event is scheduled for times within the Start and End of Day hours. C. The specific quick action must be added to the case Feed. Create a custom tab of type URL that displays a search page from the billing system B. How should the consultant meet this requirement? Which methodology should the Consultant recommend given the requirements? Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. A. On-Demand Email-to-case B. An enterprise resource planning system. A. Create a report using the Case Lifecycle report type. A Service Representative transfers a Live Agent Chat to another Representative. D. Both Service Reps can chat with the Customer. Create a sharing rule to share the contact record with the community member. Lightning Knowledge C. Supervisors to investigate those cases Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types. Which customer requirement would require the use of Email-to-Case? C. Install CTI adapter using open CTI Which two features should a Consultant recommend? Choose 2 answers Verify that users are assigned the Chat user profile. The manager wants to compare the amount of time that cases have spent within each Choose 2 A. Update the case assignment rule to add the site member to the predefined case team. Which two steps are necessary to satisfy this requirement? Multiple Article Record Types can be imported in the same CSV. by Salesforce Actual Free Exam However, customers that have been upsold new products are two times more likely to remain a customer. D. To automate business processes for agents who troubleshoot customer support issues via phone. Assign a global team of experienced agents and leaders to create a common design template and report structure. A. 3.A Case Assignment Rule to associate the Case Team CFA and Chartered Financial Analyst are registered trademarks owned by CFA Institute. Additionally, on some deals, the sales reps work with technical sales managers and want a way to credit them for their support. 2.Check the all-day event checkbox on the event. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. B. Embedded Chat Service A. B. Chatter Questions E. Case hover, 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. Which feature should a Consultant implement to address this concern? What does the hashtag do? (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. this? An App builder needs to create a relationship between the project object and the related client Account record. D. Configure Service Contracts. What should a consultant recommend to meet this requirement? B. D. Number of cases escalated Create a custom web service to handle invoice inserts and updates from the billing system A. Which two recommended techniques should be utilized? ADM-261 by Salesforce Actual Free Exam Questions And Which two features requires Service Cloud? Which configuration can a System Administrator implement to address this concern? A manager has noticed an increase in average case age. E. Force.com Web Services API, A. Force.com Sites Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. Fast2test doesn't offer Real Certiport Exam Questions. B. 3.Create a Workflow Rule that checks for a blank Owner field. Assignment rules automate support processes. WebUniversal Containers wants internal support requests to be directed to any of the IT representatives. A. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Define a default case owner to automatically assign a user or queue to all cases that don't match any case assignment rule entries. A. Optimize queries to reduce the scope of Cases included with each search. What solution should the consultant recommend to meet this request? Customer portalPartner portal Which two things will happen? C. Assign users a sharing rule with access to the service console app Sjekk om kirurgen din er kvalifisert. Enable Case Comment notification to notify contacts when a case comment has been modified or added to a case. C. Create a report using the Case Historical Trending report type. B. Choose 2 answers Our Working Time: ( GMT 0:00-15:00 ) From Monday to Saturday. 4.All Case buttons will be converted to Actions in the Case Feed. Choose 3 answer B. type of portal license would be most appropriate for the customers? Number of new customers added C . Use a global quick action to capture details. Which three metrics should the contact center manager analyze? A. D. Recommend opening the case list view in a separate browser tab and use the window alongside 3.Support Reps' Send Email options Enable social profile and add workflow rules to the contact object B. Which action should be taken to reduce the call volumes and escalations? B. Which approach should a consultant implement? Number of published article views. They want customers to know this number as soon as possible. Which solution will create and route the field service dispatch record when the case is saved? Which metric should UC consider when designing the contact center? Select a window of time when users will NOT be making changes to the organization. A. When you enable case feed-specific actions and feed items, existing cases are upgraded to the case feed user interface. Lighting App using the App Manager? UC has created permission sets granting access to object and fields in one of its sandboxes. Choose 2 answers, Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. WebAt a real company, youd assign cases to a support manager or team. 4.Case Escalation Notifications. Set up Email-to-Case to efficiently resolve customer issues. 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. 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. What are two key considerations for this integration? This notifies contacts when a case comment has been modified or added to a case. Queues prioritize, distribute, and assign records to teams who share workloads. 2.The Support Representative uses the Send Email Action on the Case Feed. Create an email template to send articles as PDF attachments. En kosmetisk kirurg vil at du skal ha din ideelle vekt for f en vellykket prosedyre. the case view, A. Create a Lightning email template to send the article to the customer. Which two settings should the System All Rights Reserved, Good Friday Sale - Limited Time 65% Discount Offer -, Free Service-Cloud-Consultant Questions Attempt, Newly Released Salesforce Service-Cloud-Consultant Exam PDF, Salesforce Service-Cloud-Consultant Based on Real Exam Environment, Salesforce Certified Service Cloud Consultant Service-Cloud-Consultant New 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). A. Create a dashboard for articles submitted by agents & approved for publication 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. Sales-Cloud-Consultant by Salesforce Actual Free Exam Q&As B. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. needs to give customers access to service level agreements (SLA) via the portal. C. The Customer is shown the new Representative's Name. Configure Omni-channel to assign cases directly to Tier 2. 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. productivity choose 2 Question 6 B. Update case data for a customer. Which solution should a consultant 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. Create a macro to send an email with the article to the customer. service cloud instance B. D. Implement team productivity dashboards. In which situation is the Case Contact notified when a support representative adds a new case comment? Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. 2.Owner Assignment Notifications Create an FAQ article type and enable the submit articles feature on the case close page layout. 3.Automated Notifications and Groups B. C. Scheduled Reports Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience. Average Number of days to close cases D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray. Customer Community Use an auto-launched flow to capture details. Choose 2 answers Options: A. Configure a flow to assign the cases to the queue. Create a report using the Case age report type The agents are having problems resolving issues and have been escalating to Tier 2 for support. Create a new record type. Average Handle Time, Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.Which three statements must be considered? C. Import payment data into Salesforce and add to the contact page layout related list What should the consultant do to overcome this? B. Assign user to public group with access to the service console app C. Web to case forms A. Email to Case D. Assign users to a Public Group with access to the service console app. Percent of cases closed with an attached article D. Article Types, Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. C. Create a sharing rule to share the contact record with the site member. answers Which two recommendations should a consultant suggest to help decrease customer wait times? A. Configure call center definition Build a Summary report on Products and Activities. 3.Implement a Lightning Partner Community with Knowledge C. Number of lead referrals WebThe Support Manager at Universal Containers is getting inaccurate agent performance reports. Set up Milestones. Average Handle Time 4.Configure a default value for the Case Owner field. A. Universal Containers is implementing Salesforce Knowledge for call center agents. What key metrics can be expected to improve following the CTI implementation? C. Communicate updates to end user. Data Normalization C. Net Promoter Score A Service Representative transfers a Live Agent Chat to another Representative. C. Visual Workflow, data loader, and Force.com IDE Global Actions needs on the publisher layout. D. Develop data map, B. A. Assets In which order should the data be migrated? The Support Manager at Universal Containers is getting inaccurate agent performance reports. Which approach should a consultant recommend in this scenario? Make contact center representatives accessible 24/7 to distribute the call volume. A. C. Use a case assignment rule they can work more efficiently. documents under 25 MB by the customer. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. C. Create a custom report for Knowledge Articles that filters the results based on publication status The Support Manager wants to measure first-call resolution by call center location, agent, and calendar HOME - Universal Storage Containers, Wholesale Create a report using the Case Lifecyle report type, B. Which solution should a Consultant recommend? Certified Service Cloud Consultant Exam Free Actual Choose 2 answers What should be used for migration functionality? Choose 2 answers. Use escalation rule to send an email 1.Self-service Portal A. 3.All Case fields will be added to the Chatter Feed Tracking. Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: Agents need to collaborate with other teams. Which three should a Consultant recommend? A. 4.Ask the System Administrator to check all-day events in the Activity settings. Universal Containers wants to implement a customer service community. Which feature should a Consultant use to meet this requirement? The Chat Transcript and Case are transferred. FALSE C. Average handling time and first call resolution time Use escalation rules for notifications and account teams to monitor cases. so that out-of-date articles can be refreshed. 1.Generate Web-to-Case HTML code to add to the website B. Data Cleansing C. Users, contacts, accounts, cases Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. improving KPIs, CK wants to know where to focus its efforts next. Choose 2 answers A . B. Java Language Specific Toolkit sjekke kirurgen n kan spare deg for mye sorg senere. Classic Knowledge 4.Ask the System Administrator to check all-day events in the Activity settings. UC has requested frequently project Universal Containers wants internal support requests to be directed to any of the IT representatives. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types. f kosmetisk kirurgi er en populr lsning;du er ikke den eneste med denne interessen. B. WebUniversal Containers wants to divide the revenue of the closed Opportunities between sales reps that worked on the deal. A. Attachments and .html files must be referenced in a corresponding .zip file How can C. Salesforce Content A. C. Add the Knowledge Component to the Service Console. D. Use an Apex trigger, The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. C. Utility Bar Selv om valgfrie prosedyrer ikke dekkes, vet du aldri fr du prver. D. Data mapping, Universal Containers plans to migrate data into SFDC from a legacy system. Enable templates for written responses. Which method should the consultant suggest? Standard email to case ANSWER 2.Define the Default Case Owner in Support Settings. D. Number of attempts to contact, A. Grant authors access to the FAQ records type. How should a Consultant provide Suggested Article functionality to Lightning Service Console users. B. 3.Case Feed Layout Actions 2.Case Feeds will no longer be hidden on standard Page Layouts. A Service Manager has recently implemented Salesforce Knowledge. Their Developers can embed API calls and processes on web pages to automate call handling processes. D. Keyboard Shortcuts. ANSWER a queue when specific case criteria are selected by an agent working the case. C. Embed case feed functionality within a visual force page. Salesforce ADM-201 New Questions - April updated ADM-201 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. D. Review existing cases for an account. C. Each article must be associated to an article type C. Schedule batch Apex processing job A. Now any cases that havent been closed in 5 hours are assigned to the right person. D. Create a report using the Case Snapshot report type. B. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. Which configuration option should be verified? The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . Universal Containers wants internal support requests to be directed to any of the IT representatives. D. Milestone Actions, The Service Desk at Universal Containers is considering implementing a Service Console and is The specific Quick Action must be added to the Case Feed. Choose 2 answers B. The VP of Services at Universal Containers wants to reduce call center staffing. The brand Cisco is a registered trademark of CISCO, Inc Bulk Data Transfer API B. What are two key considerations for this integration? 2.Case Feeds will no longer be hidden on standard Page Layouts. Uansett hvorfor du gjr det, kan det vre en lsning p et problem du har hatt! D. Sites, UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. De fleste prosedyrer handler bare om en forbedring i forhold til hvordan du allerede ser ut, og vil ikke skape et nytt ansikt. Du kan kanskje motta erstatning. The goal of the site is to enable community members to access, create, and manage cases online. What solution should a consultant recommend? After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. 1.Configure Feed Tracking for Case Comments. How should the consultant implement these requirements? FALSE SF SC Flashcards Part 4 Flashcards | Quizlet D. Omni channel routing, The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks. Which solution will allow the Service Manager to see the articles that need to be reviewed? 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. C. Opportunities per channel 1.A Default Case Team on each User's record Currently, the company handles only existing customers with support issues. B. Require agents to check a box on case when submitting a new suggested article C. Number of open cases per day C. Identify active Customers and send them registration instructions via email. Use escalation rules to assign the case to a case queue First Call Resolution Dynamic list updates Cloud Kicks (CK) is a global company with multiple product lines. Choose 2 answers. B. D. Create an auto-response rule to send the article to the customer. B. Activate quick text D. Set up a sharing set to grant access based on the site member's contact record. D. The specific quick action must be added to the case record Type. D. Salesforce Files, The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. B. Agile C. Measure & reward agents based on the # of new articles submitted for approval, What is the capability of case feed? A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as, password resets and order inquiries. A. Verify that users have access to the Chat buttons. 3.Implement a Lightning Partner Community with Knowledge Community and plans to allow customers to be authenticated users to increase self- service rates. C. Embed case feed functionality within a visual force page. What metric should a contact center manager use to analyze Set up Milestones. C. Customer Portal Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. B. A knowledge management system manager 1-866 572-7981. for more information. How should a sales rep create an all-day event in Salesforce? Universal containers would like to implement a solution to hold service reps accountable to customer E. Assign users to a call center, A. Configure call center definition A. Normalize database After researching the data, the Salesforce Administrator has identified hundreds