A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
A. Create a report using the case historical trending report type.
B. Create a report using the case snapshot report type.
C. Create a report using the case age report type.
D. Create a report using the case lifecycle report type.
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?
A. Auto launch flow
B. Salesforce Console for Service
C. Visualforce custom page
D. Process Builder
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
A. Assign Users to Omni Channel permissions
B. Enable Omni Channel by clicking Settings in Setup
C. Assign Users to the Omni Channel Feature License
D. Contact Salesforce to have Omni Channel enabled
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
A. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
B. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
C. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
D. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers
A. Enable templates for written responses.
B. Increase the number of agents.
C. Improve the agent interface.
D. Employ surveys to confirm customer satisfaction.
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
A. Omni-Channel routing
B. Standard Email-to-Case
C. Web-to-Case forms
D. On-Demand Email-to-Case
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers
A. Publish ongoing updates to the community knowledge base with details about the upgrade.
B. Communicate information about the upgrade to customers in advance.
C. Send routine status updates to customers via Chatter during the upgrade.
D. Replace the default outage page with a custom page containing upgrade information.
E. Notify customers once the upgrade is completed and full services are restored.
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
A. Users must use Lightning Experience.
B. Publisher Actions used in the macros must be on the page layout.
C. The Macros widget or utility must be added to the console.
D. The Run Macros Permission must be granted to users.
E. The Run Macros Action must be on the page layout.
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?
A. Account tabs and Cases tab
B. Case tabs with Account subtabs
C. Account tab with Cases related list
D. Account tabs with Case Subtabs
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
A. Allow the exercise to be done in a Production instance
B. Use a Full copy sandbox for the DR exercise
C. Use a Partial sandbox for the DR exercise
D. Use a Developer Pro sandbox for the DR exercise
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