A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
A. Number of cases created sorted by order
B. Number of cases by type by owner
C. Number of cases in each status
D. Number of solutions created per agent
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
1.
Ability for visitors to search Knowledge articles without registering or logging in
2.
Ability for over one million registered customers to securely submit cases and view the status of those cases
3.
Ability to display white papers to registered customers
4.
Ability for registered customers to save favorite Knowledge articles for easy access later
What should the consultant recommend as part of the solution?
A. Implement Partner Communities with Knowledge.
B. Implement Customer Communities with Content.
C. Implement Employee Communities with Content.
D. Implement Customer Communities with Knowledge.
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
A. Select two Twitter or Facebook accounts.
B. Create and assign permission sets to give agents social account access.
C. Retrieve Social Studio credentials.
D. Enable the Moderation feature to automatically create cases from posts.
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
A. Remove formula fields from filter criteria.
B. Remove unnecessary columns from the reports.
C. Remove date boundaries from filter criteria.
D. Remove dashboards based on long-running reports.
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
A. Email Alert
B. Email Relay
C. Email Template
D. Assignment Rule
E. Workfl
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented? Choose 2 answers
A. Article Record Types must be created before the import.
B. Each Article Record Type must be in a separate CSV.
C. Article Record Types will be created as part of the import.
D. Multiple Article Record Types can be imported in the same CSV.
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
A. Social Persona tor Twitter and Facebook.
B. Social Media Marketing message tagging.
C. Social Customer Service for Twitter and Facebook.
D. Einstein Bot social queues.
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
A. Restore the data using the available backup.
B. Log a Data Recovery case with Salesforce Support.
C. Use Data Loader to delete the corrupt data.
D. Manually update the corrupt data to correct it.
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
A. Migrate closed cases with milestones and entitlements
B. Migrate open and closed cases with milestones and entitlements
C. Migrate open and closed cases without milestones and entitlements
D. Migrate closed cases to a custom read-only object
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
A. Limit Customers to 5 Cases per day.
B. Provide a self-help Customer Community.
C. Add more support phone lines.
D. Ask sales reps to respond to support Cases.
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