Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
A. Remove formula fields from filter criteria.
B. Remove unnecessary columns from the reports.
C. Remove date boundaries from filter criteria.
D. Remove dashboards based on long-running reports.
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to- Case and needs to ensure the solution selected will meet its requirements. Which customer requirement would require the use of Email-to-Case?
A. Accepts email attachments larger than 10 MB
B. Accepts attachments from emails
C. Handles more the 10,000 emails a day
D. Requires the use of Transport Layout Security (TLS)
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
2.000 agents are implemented globally 24/7 operations Open case data will be migrated from a legacy system New cases will be created in one system only
Which deployment method should be recomended?
A. Migrate case data and deploy to all users at office
B. Migrate agents to Force.com Connect Offline during deployment
C. Deploy in phases using countries as pilots
D. Deploy based on the number of trainers available
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
A. Allow agents to create Knowledge articles when closing a case.
B. Require agents to create Knowledge articles when opening a case.
C. Add the Submit Feedback button to articles.
D. Add the Submit Feedback button on the Solutions tab.
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)
A. Chatter groups for customer
B. Mobile access to case information
C. Visibility into service entitlements
D. Predictive dialer for outbound calls
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume.
In addition, the company needs to report on the metric listed below.
Average handle time (AHT)
Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3
answers
A. Automatic Call Distributor (ACD)
B. Entitlements
C. Workflow Management (WFM)
D. Chat log history
E. Interactive Voice Response (IVR)
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
A. Escalation rules
B. Case teams
C. Workflow rules
D. Auto-response rules
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
A. Assignment rules
B. Validation rules
C. Workflow rules
D. Auto-response rules
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
A. Average incoming case volume
B. Relationship to the primary contact
C. Case closure rules on the original case
D. RMA and FSR escalation requirements
E. Visibility and access to the RMA and FSR records
Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers
A. Assign Article types to the Community
B. Enable Public Solutions
C. Enable Article deliveries
D. Publish Articles to external channels
E. Configure Content Library permission
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