Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
A. Salesforce Console
B. Entitlements and Milestones
C. Case Escalation
D. Case Assignment
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
A. Service Console Knowledge Components
B. Service Console Profile Assignments
C. Data Categories and Article Actions
D. Data Categories and Article Types
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
A. Allows customers to customize their user interface
B. Allows customers the ability to collaborate
C. Allows customers to customize reports and dashboards
D. Allows customers to search a knowledge base.
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
A. Customer Community
B. Field Service Lightning
C. SOS Video Chat
D. Salesforce Knowledge
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
A. Increased call deflection
B. Increased call routing accuracy
C. Reduced issue resolution time
D. Reduced support channels
E. Optimized use of resources
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
A. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
B. Enable the knowledge sidebar setting in the case support settings.
C. Create a visualforce page called knowledge sidebar on the case page layout.
D. Enable the knowledge sidebar related list on the case page layout.
Which method can be used to route cases from social channels?
A. use Twitter-to-case and add workflow rules to the case object.
B. Enable Social Customer Service and add assignment rules to the case object.
C. Enable Social Network Profile and add workflow rules to the contact object.
D. Enable Social Network Profile and add assignment rules to the case object.
Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address this requirement?
A. Entitlements and milestones
B. Case escalation
C. Case assignment
D. Salesforce console
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
A. Track social sentiment across social media outlets
B. Improve the training provided to existing agents
C. Hire more agents for the contact centers
D. Configure entitlements and milestones to enforce SLAs
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
A. Import the records and create a workflow rule to change the data type.
B. Standardize all rows to match Salesforce data types.
C. Import the records and use Duplicate Management.
D. Deduplicate the data before importing into Salesforce,
E. Install the Data Quality Analysis Dashboards from the AppExchange.
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