What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
A. Increase the Call-to-Order ratio
B. Use integrated voice response
C. Bypass entitlement verification
D. Use suggested Knowledge articles
Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?
A. Enable Omni Channel in Setup.
B. Assign Users to the Omni Channel Feature License.
C. Assign Users to Omni Channel permissions.
D. Contact Salesforce to have Omni Channel enabled.
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
A. Display articles in a public knowledge base.
B. Display articles in Salesforce Answers.
C. Display articles with HTML, images, and links.
D. Publish articles to the Web using Salesforce Publisher.
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
A. Knowledge Base
B. Customer Community
C. Automatic Call Distribution
D. Service Cloud Console
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
A. RESTful services with GET, POST, or PUT
B. Workflow-driven outbound messaging
C. Schedule batch Apex processing job
D. Visualforce page APEX SOAP async callout
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
A. Number of Chatter files attached to cases.
B. Number of published article views.
C. Number of articles associated to cases.
D. Number of content packs attached to cases.
E. Number of successful keyword searches.
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
1.
Support attachments up to 30 MB per inquiry
2.
Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
A. Emall-to-Case
B. Customer Chatter groups
C. Web-to-Case
D. On-Demand Email-to-Case
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?
A. Verify that users have access to the Chat public group.
B. Verify that users are assigned the Chat user profile
C. Verify that users have access to the Chat buttons.
D. Verify that users are assigned the Chat feature license.
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?
A. Automatic call distributor and interactive voice response
B. Workforce management and customer satisfaction score
C. Average handling time and first call resolution time
D. Agent skill-based routing and predictive dialer
When a Self Service Portal User adds a Case Comment the following actions take place:
A. An email is automatically sent to the case owner
B. A Workflow rules is activated
C. An Assignment Rule is Activated
D. None of the above
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