Queues prioritize, distribute, and assign records to teams who share workloads. Salesforce Certified Service cloud consultant - Fast2test Choose 2 answers. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. A. Universal Containers wants to implement a customer service community. ANSWER C. The specific Quick Action must be added to the Case record page. Which solution should a consultant C. Enable the "History" component within the Salesforce Console for Service. D. Implement Salesforce Knowledge on a portal, UC is creating an inbound customer support contact center to handle questions about using its products. Global Actions need to be on the publisher layout. We offer learning material and practice tests created by subject matter experts to assist and help learners prepare for those exams. Kontakt legestyret. What is the recommended method to consistently capture new caller details? Number of B. Choose 3 answers Options: A. Prioritize executive requests. What is the recommended method to improve the support experience while providing expert-level support? Fast2test material do not contain actual Oracle Exam Questions or materials. Universal Containers has Technical Support and general Customer Service teams that use unique Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. Universal Containers wants internal support requests to be directed to any of the IT representatives. C. Create a workflow email alert to send the article to the customer. Choose 2 answers taken before performing the migration of the data (Choose 2)? A. Configure Macros Pass Your PDI Dumps as PDF Updated on 2022 With 216 C. Post report information on Chatter. A. Normalize database B. console? D. Percent of cases closed on first contact, B. Universal Containers allow customers to contact agents through phone and chat. considering using Lightning Experience. A manager would like information on the knowledge base searches conducted by customers and call center agents. D. Number of attempts to contact. B. Number of Closed cases on first call Which customer requirement would require the use of Email-to-Case? What is the recommended method to meet the requirement? D. Use the routing queues provided with Salesforce for Twitter and Facebook, C. Enable social profile and add assignment rules to the case object, UC is in the process of implementing Service Cloud. Which solution will create and route the field service dispatch record when the case is saved? D. Data loader, change sets, and Force.com Excel Connector. A. A Twitter Macro center agents should only be able to view articles for the product they support. B. A. that need to be worked on. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers Use a new customer Path on Contact to capture details. An App builder needs to create a relationship between the project object and the related client Account record. D. Create a custom list view for Knowledge Articles that filters the results based on publication status De fleste prosedyrer handler bare om en forbedring i forhold til hvordan du allerede ser ut, og vil ikke skape et nytt ansikt. A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. Add the Knowledge tab to the Console app. Returns a link that returns a post with the same reference, How is the hash mark (e.g., #salesforce) used in chatter? Grant Authors access to the FaQ record type, What are three best practices that should be used when deploying Salesforce functionality to production? ANSWER Which action should be taken to reduce the call volumes and escalations? Hvis du er det, er det veldig viktig sette seg ned med deg selv. ANSWER B. On-demand email to case with sites Service Cloud portal (Customer Community) Choose 3 answers 4.Adding a link for Auto-Response Rules for Solutions Milestones can be added to which three object types? List of replaceable parts What should the System Administrator use to set this up? The specific Quick Action must be added to the Case Feed. Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines. A. A. 2.Owner Assignment Notifications A manager has noticed an increase in average case age. A. 4.Ask the System Administrator to check all-day events in the Activity settings. B. Allow agents to create Knowledge articles when closing a case. B. Call our toll-free number. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario? B. A. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. C. Collapsible Sidebar Components Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support. What solution should a consultant recommend to meet this requirement? Create a sharing rule to share the contact record with the site member. C. Approval Processes A. C. Visual Workflow, data loader, and Force.com IDE They want external support requests to be directed to customer support representatives based on the contact's location. Universal Containers wants to measure the efficiency of its contact center . Choose 2 answers D. Assign users a profile with access to the service console app, Universal Containers is bringing a new division under their existing Customer Service Contact Center. A. to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case, Add the knowledge related list to the case record page, Add the knowledge tab to the service console, Add knowledge component to case record page, Add knowledge data categories to each case. A. D. Article Types, 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. B. What metric can the manager use to measure the adoption of Knowledge? A. E. Macros, A. D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service. D. A Custom Component, Which configuration item must be created when implementing Lightning Knowledge? Choose 2 answers. D. Service-Level Measure, Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. customer inquiries more efficiently? (Choose 2)? Choose 3 answers B. 4.Configure the Case Auto-Response Rules. The following considerations need to be taken into account: Billing Both Service Reps can chat with the customer, The chat transcripts and case are transferred, The Customer doesn't know they were transferred, Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. this? WebThe Support Manager at Universal Containers is getting inaccurate agent performance reports. A. E. Implement SOS for mobile experience, Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls? A Service Representative transfers a Live Agent Chat to another Representative. Currently, the company handles only existing customers with support C. Assign users the Service User license on their User record. ANSWER C. Public Knowledge Password different then username C. Prevent common words D. Password complexity requirement. What are two key considerations for this integration? Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Use auto response rule to send an email Customers complain that they do not know when Comments have been added to their Cases. status during their lifecycle. Case Auto-Response Rules D. Implement Salesforce Knowledge on a portal, B. What does the hashtag do? Create a custom tab of type URL that displays a search page from the billing system The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. They do not have resources to set up a call center and need to make support available through another means. Call center agents are organized into four groups reflecting UC's four different product lines. Default case teams provide access to records. Offering Free access to Certified Service Cloud opened support cases in the past. C. Service contracts A. Universal Containers needs to customize Salesforce to improve its Support Agents' experience so Create a report using the Case Lifecycle report type. B. Community Which solution should a Consultant recommend? answers A. 1.Generate Web-to-Case HTML code to add to the website 2.Case Feeds will no longer be hidden on standard Page Layouts. A. recommended to accomplish this requirement? Recently, Universal Containers has implemented a Customer A contact is notified when a case comment has been modified or added to a case. C. Use the Files Related List on each article to add files to your articles. 1.Create a Validation Rule based on the Created By field. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar Which. (choose 1 answer) Fast2test doesn't offer Real Certiport Exam Questions. Communities Which reporting solution should be recommended? Enable Case Comment notification to notify contacts when a case comment has been modified or added to a case. Data Cleansing Streamline the agent interface. Article Record Types must be created before the import. The Contact Center at Universal Containers wants to increase its profit margins by promoting calldeflection within Service Cloud. Which two solutions should a Consultant recommend? Choose 2 answers Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. Territory management and teams make it easy for your sales team to structure Salesforce data the way sales territories are structured. A. answer choices Territory Management and Teams B. Email to Case D. Review existing cases for an account. The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process. A. Omni-Channel Customer Satisfaction Global Actions needs on the publisher layout. 1.Cases will use Feed Layouts rather than standard Page Layouts. For vre en god kandidat for denne typen prosedyrer, br du vre nr optimal kroppsvekt. What solution should the consultant recommend to meet this request? D. Recommend opening the case list view in a separate browser tab and use the window alongside Register as a new user and use Qiita more conveniently, 5/17-19Qiita Conference 2023, https://developer.salesforce.com/files/ti/thi/THI-000393/administratorpracticetest.html, You can efficiently read back useful information. Branded site 4.Case Escalation Notifications C. Number of lead referrals A. C. Visual Workflow All Rights Reserved, Good Friday Sale - Limited Time 65% Discount Offer -, Free Service-Cloud-Consultant Questions Attempt, Newly Released Salesforce Service-Cloud-Consultant Exam PDF, Salesforce Service-Cloud-Consultant Based on Real Exam Environment, Salesforce Certified Service Cloud Consultant Service-Cloud-Consultant New Questions, Service-Cloud-Consultant - Salesforce Certified Service cloud consultant (SP23), Service-Cloud-Consultant All Real Exam Questions, Service-Cloud-Consultant Exam easy to use and print PDF format, Download Free Service-Cloud-Consultant Demo (Try before Buy). hours. Les Denne Artikkelen Frst! Aldri g til et sykehus eller klinikk uten frst sjekke legitimasjonen. Du br vurdere flgende nr du vurderer en mageplastikk. E. Assign users to a call center, A. Configure call center definition service cloud instance Which feature should a consultant recommend? 1.A Default Case Team on each User's record D. Use a workflow rule to send an email to the product manager, D. Use a workflow rule to send an email to the product manager, A company has a requirement to keep all emails behind their firewall, they have 200 agents. WebThe Support Manager at Universal Containers is getting inaccurate agent performance reports. 1.Self-service Portal A. E. Force.com Web Services API, What method can NOT be leveraged to capture Cases in addition to via the Case tab? Which configuration can a System Administrator implement to address this concern? What solution should a consultant recommend? Choose 2 answers, Service Console case creation configuration. All certification brands used on the website are owned by the respective brand owners. Branded site (choose 1 answer) Which two configurations should a Consultant use when deploying the Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data. Create email templates with Knowledge Articles attached. Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. Choose 3 answers C. Report that displays # of cases with articles attached during the past 2 months address this situation? Grant Authors access to the FAQ article type. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. How should a consultant deploy this permission set to prod? by Salesforce Actual Free Exam Universal Containers has millions of customers in Salesforce, but only a very small percentage have The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. C. Opportunities per channel A. Force.com IDE En kosmetisk kirurg vil at du skal ha din ideelle vekt for f en vellykket prosedyre, Poenget: Kosmetisk Kirurgi Og Kroppen Din, Solid Kosmetisk Kirurgi Informasjon Nr Du Vurderer Dette Alternativet. When you enable case feed-specific actions and feed items, existing cases are upgraded to the case feed user interface. Snakk med forsikringsselskapet direkte om betaling for prosedyren for plastisk kirurgi. Create a report using the Case Lifecycle report type 3.The System Administrator enables Case Comment Notification to Contacts. C. Visual Workflow, data loader, and Force.com IDE C. Utility Bar B. Java Language Specific Toolkit Number of closed cases D. Time to Answer, A. Which approach should a consultant recommend in this scenario? Assign user to public group with access to the service console app C. Number of articles associated to cases. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Service Cloud Consultant - Exam4Training A. Email to Case Create a data retention plan that archives or purges Cases at regular intervals. WebUniversal Containers wants to measure the efficiency of its contact center. ANSWER A. D. Keyboard Shortcuts 2.The Support Representative uses the Send Email Action on the Case Feed. f kosmetisk kirurgi er en populr lsning;du er ikke den eneste med denne interessen. Use escalation rules to assign the case to a case queue D. Configure Service Contracts. The company would like to automatically create a field service dispatch record and assign it to Create a dashboard for articles submitted by agents & approved for publication customized code to accomplish this. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement? A . Define Case Auto-Response Rules. B . Establish Case Assignment Rules. C . Universal Containers runs a support operation with multiple call centers. B. C. Attachment Types 2.Define the Default Case Owner in Support Settings. This notifies contacts when a case comment has been modified or added to a case. B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. What are two key considerations for this integration? A private sharing model is in place for both Accounts and projects. A client's Support Call Center has seen an increase in call volume on a new product line. Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. FALSE C. Add Live Agent to public-facing sites Number of closed cases on first call D . A. Standard Email-to-Case with assignment rules, Lightning Email with web routing prioritization, Standard Web-to-Case with assignment rules, Copyright 2014-2023 Certensure. Quick Actions must be enabled in the org. D. Number of content packs attached to cases. How should this be accomplished? Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. C. Redirect users from the company site to social media forums about the products. Service Cloud Study Session Which two things will happen? Communities 4.Auto-responses Rules and Profiles Set up Email-to-Case to efficiently resolve customer issues. D. Develop data map, Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases. Perform data cleaning A. Data loader, change sets, and Force.com Excel Connector The Customer does not know they were transferred. Record Types Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. A. (Choose 2), Universal containers has implemented salesforce knowledge and the service manager wants to, UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. B. Prepare, Plan, Text, Execute, Validate Create reports to analyze call data in order to understand peak times and ensure adequate staffing. 1.Use a task for an all-day event because then no time fields are needed. What can universal containers do to reduce costs and immediately improve contact center agent Add custom visual force pages to the case feed page layout. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import. This is negatively impacting customer satisfaction. How should a consultant correct this problem. Choose 2 answers B. Data Normalization Create a report using the Case Age report type. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . Returns a link that returns a post with the same reference Which two features would meet this requirement? E. Implement SOS for mobile experience, B. C. Assign users a sharing rule with access to the service console app vite om prosedyren, risiko, fordeler og kostnader er viktig, og denne artikkelen kan hjelpe deg med sprsmlene dine. Use Process Builder for notifications and case teams to monitor cases. Knowledge One with Article Recommendations, UCs is implementing Salesforce Knowledge at its contact center. Use escalation rules for notifications and account teams to monitor cases. D. Switch from case feed to standard detail pages using a console component. E. Number of successful keyword searches. How 2.Create a Workflow Rule Email Alert on Case Comments. Kostnadene er ofte drastisk lavere. Lightning Service Console C. Field Service Lightning (og kanskje en plitelig kjr) Skriv ned alle grunnene til at du tenker p gjre dette. Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import, After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. C. Offer supports through Facebook and twitter. Etter litt underskelser kan du finne ut om kosmetisk kirurgi er for deg eller ikke. C. On the footer of the Lightning Console, Universal containers is trying to reduce the amount of time support agents spend creating cases. Which two settings should the System A. B. Chatter Questions On a utility bar of the Lightning App Configure Omni-channel to assign cases directly to Tier 2. B. The Support Team cannot see the Inventory object tab. Leverage Live Agent for web-based chat Choose 3 answers Create a new record type. Universal Containers wants to implement a customer service site. D. Customer Community, Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. Which two features requires Service Cloud? Salesforce Service-Cloud-Consultant Dumps - CertsTopics Minimum password length. All rights reserved. The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. FALSE B. 3.All Case fields will be added to the Chatter Feed Tracking. Choose 2 Create case teams to help groups of people work together to solve cases. Which feature should a Consultant implement to address this concern? D. Email to care with Site, Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. C. Install CTI adapter using open CTI service level Agreements. Which two solutions should a Consultant recommend to correct this problem? Which two advantages does Salesforce provide with the OpenCTI framework? B. Perform data cleaning To escalate a case to the support manager if it has been open for more than 72 hours. C. Salesforce Content A. What is the appropriate publish/subscribe logic to meet these requirements? E. Case hover, A. How should a sales rep create an all-day event in Salesforce? The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management. Assignment rules automate support processes. Choose 3 The original case CANNOT be closed until all RMAs and FSRs are closeD. The Chat Transcript and Case are transferred. B. D. Sites, UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. C. Embed case feed functionality within a visual force page. Contact Center management must be notified whenever an Open Case has not been touched for 24 If you have any question please leave me your email address, we will reply and send email to you in 12 hours. 3.Ensure the event is scheduled for times within the Start and End of Day hours. Which three features are available only in Classic? Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. A. Optimize queries to reduce the scope of Cases included with each search. Dynamic list updates B. In which situation is the Case Contact notified when a support representative adds a new case comment? Set up analytical snapshots to capture key case information and create historical trending reports. E. A separate .csv import file is uploaded for each article type, B. B. Time-based Workflow Rules The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of A. C. Supervisors to investigate those cases Enable the list to be pinned in the console. D. A third -party mobile application platform, A. Tasks have due dates. Choose 2 answers C. Indicates the name of a group in which to place the Chatter message Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types. C. Multi -monitor support A. 2.The Support Representative uses the Send Email Action on the Case Feed. Choose 2 answers B. Agile Verify that users have access to the Chat buttons. How can sjekke kirurgen n kan spare deg for mye sorg senere. C. A workforce management system B. improving KPIs, CK wants to know where to focus its efforts next. 1.Territory Management and Teams Their 2.Define the Default Case Owner in Support Settings. Which feature should a Consultant use to meet this requirement? Universal Containers uses an Auto-numbering system to uniquely identify each support request. B. Workflow-driven outbound messaging Hvis du tror at kostnadene for kosmetisk kirurgi er for hye i USA, br du vurdere gjre operasjonen i India eller Mexico. C. Data Integration via SOAP API C. Knowledge articles with the lowest rating. D. Mass Transfer Records, change sets, and Force.com migration tool, B. Force.com migration tool, Force.com IDE, and change sets, Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
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