Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
A. Configure the Case highlights panel
B. Add a Visualforce page to the Case layout
C. Create Salesforce Classic Quick Action
D. Configure Case Feed page layouts
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
A. Enable Work Orders.
B. Create an Entitlement Process.
C. Set up Milestones.
D. Configure Service Contracts.
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
A. Employee Community
B. Partner Community
C. Reseller Community
D. Customer Community
Which three are characteristics of Visual Workflow? Choose 3 answers
A. Apex code must be used to update fields in the database.
B. Elements can be used to pass data to legacy systems.
C. Apex code must be used to pass data to legacy systems.
D. Only one version of a flow can be activated at a time.
E. Elements can be used to update fields in the database.
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
A. Grant managers the Manage Salesforce Knowledge permission.
B. Create at least two different data categories.
C. Create at least two different article types.
D. Create at least two different approval processes.
E. Grant managers the Manage Data Categories permission.
Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console?
A. Open CTI
B. Lightning dialer
C. Local presence
D. Macros
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
A. Follow the SMEs to receive automatic updates when they add case comments
B. Bookmark all the comments related to the issue from SMEs
C. Use hashtag (#) to track the customer case and SMEs comments
D. @mention the SMEs on the case Chatter feed and follow the case
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?
A. Case Auto -Response Rules
B. Omni -Channel
C. Case Assignment Rules
D. Visual Workflow
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 has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
A. Configure Case Escalation Rules.
B. Define Entitlement and Milestones.
C. Use Process Builder with Scheduled Actions
D. Enable Omni-Channel Routing.
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