A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
A. Create Knowledge Articles and publish internally and publicly.
B. Configure IVR routing to bypass Tier 1 for the product line.
C. Configure Omni-channel to assign cases directly to Tier 2.
D. Create a dashboard to track and manage call volumes by type.
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
A. Activate Knowledge One within the Salesforce Console for Service.
B. Create a Knowledge Visualforce component on the case detail page.
C. Activate Knowledge One on the case detail page.
D. Create a Knowledge Visualforce component within the Salesforce Console for Service.
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
B. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information.Assign record type based on case type
D. Configure two consoles for agents: one for product related cases and for other cases.Allow agents to choose the console based on case type.
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?
A. Partial Copy Sandbox
B. Administrator Sandbox
C. Developer Pro Sandbox
D. Full Sandbox
Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
A. Chat Queue-based routing
B. Case Skills-based Assignment Rules
C. Omni-channel Queue-based routing
D. Omni-channel Skills-based routing
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?
A. Customize service channel settings to define how the organization receives work from various
B. Create a Salesforce Case to have Omni-Channel enabled.
C. Create the necessary objects in Salesforce.
D. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
A. Configure Case Assignment Rules to use Queues.
B. Configure Omni-Channel Routing Model as Most Available.
C. Configure Case Assignment Rules to use Users.
D. Configure Omni-Channel Routing Model as Least Active.
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?
A. Implement an adapter using the Telephony API.
B. Move to a cloud -based telephony system.
C. Implement an adapter built on Open CTI.
D. Build an adapter using the telephony vendor's toolkit.
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 is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
A. Entitlements
B. Omni-channel
C. Case milestones
D. Case escalation
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