Universal Containers is implementing a call center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
A. Configure call center definition
B. Deploy Call Center Directory
C. Install CTI adapter using open CTI
D. Configure IVR auto response
E. Assign users to a call center
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
A. Highly available telecom solution
B. Periodic maintenance windows
C. Server hardware infrastructure rebuilds
D. System software restore after an outage
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
A. Enable service contracts and entitlements.
B. Implement Salesforce Console for Service to support agents.
C. Leverage Live Agent for web-based chat.
D. Implement Salesforce Knowledge on a portal.
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.
How should a consultant correct this problem?
A. Grant Authors access to the FAQ record type.
B. Add Authors to the FAQ Data Category.
C. Grant Authors access to the FAQ article type.
D. Set Article Org Wide Default to Public ReadWrite.
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
A. Hire contact center representatives that specialize in each of the product categories.
B. Make contact center representatives accessible 24/7 to distribute the call volume.
C. Redirect users from the company site to social media forums about the products.
D. Make knowledge base articles and community answers accessible on its website.
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.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?
A. Knowledge One with Article Recommendations
B. Experience Cloud with self-support
C. Omni-Channel with Skills-Based Routing.
D. Live Agent and Live Message
Which metric influences customer satisfaction? Choose 2 answers
A. After call work
B. Cost per call
C. First call resolution
D. Call quality
For which purpose should a contact center use visual workflow?
A. To escalate a case to the support manager if it has been open for more than 72 hours.
B. To automatically assign cases to a specific queue based on the customer support level.
C. To assign follow-up tasks to an agent one week after a case is closed.
D. To automate business processes for agents who troubleshoot customer support issues via phone.
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
A. Map articles with HTML sections to rich text area fields
B. Use change sets to import data categories
C. Create a separate .csv for each article type
D. Use the data loader to import unstructured articles
Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
A. Run and view Salesforce reports.
B. Update case data for a customer.
C. Post report information on Chatter.
D. Review existing cases for an account.
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