Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest? Choose 2 answers
A. Standard Email-to-case
B. On-Demand Email-to-Case
C. Apex Email Service
D. Web-to-Case forms
Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?
A. Create a Customer Experience Cloud site.
B. Implement Recommended Articles.
C. Configure Web-to-Case.
D. Deploy a Partner Central Community.
Universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
A. Omni channel
B. Contact Requests
C. field service
D. Mobile connect
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console? Choose 2 answers
A. Lightning Flow for service
B. Interaction Log
C. Lightning Process Builder
D. Path for Cases
Universal containers is implementing a customer community using the customer service template.One of the requirements is for members to be able to find knowledge articles based on the product type.
How should consultant satisfy this requirement?
A. Define article types with sharing settings
B. Enable suggested articles in the community
C. Utilize topic tags for each product type
D. Set the visibility to the data categories
Universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
A. Dashboad folder sharing
B. Org wide default for cases set to private
C. Dynamic dashboards
D. Case Object permissions set to create and read
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?
A. Lookup Filter
B. Auto-Add Milestones
C. Cross-Object Formula
D. Approval Process
The support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
A. Dynamic Dahsbaord by Call Center
B. Reporting Snapshots by call center
C. Report Subscriptions by call center
D. Case report grouped by call center
Universal containers wants to unify channels and manage agent workload with omni- channel routing.what required step should a consultant address before configuring omni channel.
What required step should a consultant address before configuring omni channel?
A. Create SF cases to have omni channel enabled
B. create the necessary objects in SF
C. customize service channel settings to define how the org receives work various sources
D. From setup select omni channel and select enable omni channel
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?
A. Percent of cases closed with an attached article
B. Percent of cases closed meeting the defined SLA
C. Percent of cases closed with chatter posts
D. Percent of cases closed on first contact
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