What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
A. Streamline the agent interface.
B. Enable templates for written responses.
C. Offer supports through Facebook and twitter.
D. Implement team productivity dashboards.
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
A. Process Builder
B. Lightning Knowledge
C. Macros
D. Visual Workflow
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
A. Salesforce Knowledgebase
B. Chatter Groups
C. Field Service Lightning
D. Service Cloud SOS
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?
A. Create user profiles or permission sets
B. Enable Chatter Messenger for the organization
C. Enable Live Agent for the organization
D. Create an iframe to display the chat window
Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
A. Lightning Component
B. Contact Request flow
C. Direct Messaging
D. Case queues
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
A. Assign a single agent to create the activities on all new onboarding cases.
B. Provide a macro that will automatically create the activities when executed.
C. Add an object-specific custom quick action to create new activities.
D. Hire a certified developer to write an apex trigger that creates each new activity.
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)
A. Require agents to check a box on case when submitting a new suggested article
B. Create a dashboard for articles submitted by agents and approved for publication
C. Measure and reward agents based on the # of new articles submitted for approval
D. Measure and reward agents based on the # of new articles approved for publication
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
A. Recovery point objective
B. Criteria for plan activation
C. Open access to systems
D. Site consolidation
Why would customer upgrade from self-service to customer portal (Choose 3)?
A. Access to custom objects
B. Branded site
C. Simpler and easier to configure
D. Better reporting
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
A. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
B. Build a customer visual force page with the list view and assign it to the console sidebar.
C. Configure the case list under custom console components so users can view the list view along with the case view
D. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
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