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Which three metrics should the contact center manager analyze? Choose 2 WebOur service is provided at no cost to the crematory. this best be achieved? Which two solutions should a Consultant recommend to correct this problem? 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. C. Simpler and easier to configure Configure Omni-channel to assign cases directly to Tier 2. (Choose 2)? C. Knowledge articles with the lowest rating. Which metric should UC consider when designing the contact center? Which two configuration steps are required before Quick Actions can be used in Macros? Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting? A. Update the case assignment rule to add the site member to the predefined case team. C. Report that displays # of cases with articles attached during the past 2 months Developers can embed API calls and processes on web pages to automate call handling processes. A. Configure call center definition D. Create a custom list view for Knowledge Articles that filters the results based on publication status Multiple Article Record Types can be imported in the same CSV. 2.Owner Assignment Notifications Forsikre deg om at du gjr litt research p kosmetisk kirurgi fr du gr under kniven. They want external support requests to be directed to customer Which configuration option should be verified? What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer? Question 6 Assignment rules automate support processes. Uansett hvorfor du gjr det, kan det vre en lsning p et problem du har hatt! C. Developers can integrate with any telephony platform available with little to no need for customization. C. Each article must be associated to an article type Nr du vurderer kosmetisk kirurgi, vil du vre sikker p at kirurgen du bruker er kompetent. B. A. What is the recommended method to improve the support experience while providing expert-level support? Use a global quick action to capture details. Lightning Service Console D. Identify those cases and assign to the closure team. Service Cloud portal (Customer Community) A. B. Enable templates for written responses. 4.Case Comment Notifications. B. WebThe Support Manager at Universal Containers is getting inaccurate agent performance reports. C. # of cases via email Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. All active accounts,contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for golive. Which Knowledge dashboard should a consultant use? Universal Containers wants to allow potential customers to submit Cases for technical inquiries. Set article Org Wide Default to Public ReadWrite. D. Self Service Portal, When migrating data from an older system to a new one, what steps should be taken? Grant Authors access to the FAQ article type. Create a report that display the # of articles searched during the past 2 months Deploy Call Center Directory taken before performing the migration of the data (Choose 2)? recommend to meet this requirement? C. Opportunities per channel answer choices Territory Management and Teams B. Det er viktig underske alle aspekter av kosmetisk kirurgi fr du planlegger en prosedyre for forbedre helsen din eller forbedre utseendet ditt. C. Create quick actions Universal Containers wants internal support requests to be directed to any of the IT representatives. A. Email to Case 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. they can work more efficiently. Number of closed cases on first call D . Choose 2 answers While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. Automatic call distributor and interactive voice response, UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. B. Embedded Chat Service E. Number of new customers added, B. Validation rules verify that the data a user enters in a record meets the standards specify before the user can save the record. A separate .csv import file is uploaded for each data category D. Assign users to a Public Group with access to the service console app. Assign users to a Permission Set with access to the service console app. Additionally, on some deals, the sales reps work with technical sales managers and want a way to credit them for their support. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. 1.Create a Validation Rule based on the Created By field. Average Number of days to close cases Use a workflow rule with an action Requirements gathering sessions have resulted in a large set of required Get the latest business C. Number of lead referrals and last modified date. A System Administrator enables Case Feed Actions and Feed Items in Support Settings. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Use Open CTI with Pop to flow to capture details. 2.Check the all-day event checkbox on the event. D. One .csv import file is uploaded for all article types Each Article Record Type must be in a separate CSV. The Support Team cannot see the Inventory object tab. Free Salesforce Service-Cloud-Consultant Practice exam Which action should be taken to reduce the call volumes and escalations? WebUniversal Containers is implementing a CTI solution for its inbound service and support contact center. Which metric, Universal Containers is implementing a CTI solution for its inbound service and support contact center. A. B. Knowledge One with Article Recommendations, UCs is implementing Salesforce Knowledge at its contact center. A. To automatically assign cases to a specific queue based on the customer support level. D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is https://developer.salesforce.com/files/ti/thi/THI-000393/administratorpracticetest.html. Data loader, change sets, and Force.com Excel Connector C. The specific quick action must be added to the case Feed. FALSE B. Activate quick text 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. 1.Generate Web-to-Case HTML code to add to the website B. Enable call control using the CTI case feed publisher. Universal Containers needs to customize Salesforce to improve its Support Agents' experience so What D. Better reporting, Which of the following measures customer portal adoption/effectiveness among CUSTOMERS 2.Case Feeds will no longer be hidden on standard Page Layouts. Set up a reporting snapshot of the case, contact and activity objects. Report displays # of articles associated to data categories during past 2 months B. Which two solutions should a Consultant recommend to correct this problem? A. Du kan ha ls hud rundt mageomrdet forrsaket av graviditet eller raskt vekttap. WebAt a real company, youd assign cases to a support manager or team. C. Enterprise admin Choose 2 answers D. Create a report using the Case historical trending report type, A. How should this be accomplished? How should a consultant deploy this permission set to prod? Universal Containers wants to allow potential customers to submit Cases for technical inquiries. They do not have resources to set up a call center and need to make support available through another means. Which two options should they consider? Choose 2 options. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar Which reporting solution should the Consultant recommend? D. Number of cases escalated Choose 2 answers. Create a custom web service to handle invoice inserts and updates from the billing system Which two things will happen? Assign user to public group with access to the service console app WebUniversal Containers wants internal support requests to be directed to any of the IT representatives. D. Waterfall, A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter documents under 25 MB by the customer. Salesforce Certified Service cloud consultant - Service-Cloud A. D. Make knowledge base articles and community answers accessible on its website. Set up Milestones. D. Add the Suggested Article widget to the Case page layout. Create a report using the Case age report type Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Returns a link that returns a post with the same reference, How is the hash mark (e.g., #salesforce) used in chatter? What should be used for migration functionality? How should the administrator accomplish this task? The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . Choose 3 answers A . C. Post report information on Chatter. WebUniversal Containers wants to divide the revenue of the closed Opportunities between sales reps that worked on the deal. Which solution should a consultant Create a dashboard to track and manage call volumes by type. 4.Configure the Case Auto-Response Rules. Verify that users have access to the Chat public group. A. Configure Macros Contact Center management must be notified whenever an Open Case has not been touched for 24 E. Implement SOS for mobile experience, B. Choose 3 answers A. C. Use the Files Related List on each article to add files to your articles. C. Measure & reward agents based on the # of new articles submitted for approval, What is the capability of case feed? E. Assign users to a call center, A Company sells two products, each with its own maintenance schedule. Which Salesforce feature would be used to meet this requirement? A. Force.com IDE Salesforce What should the System Administrator use to set this up? B. B. On a new tab in the agent's browser Fast2test material do not contain actual Business Architecture Guild Exam Questions or materials. C. Plan, Prepare, Test, Execute, Validate know the amount of time that cases have spent within each status during their lifecycle. Choose 2 WebUniversal Containers created a new custom object to track Inventory items. A. manager We offer learning material and practice tests created by subject matter experts to assist and help learners prepare for those exams. A private sharing model is in place for both Accounts and projects. Which two reports should the contact center manager present to executive management? Customer Community Unique page layouts for each Case Record Type 1.Self-service Portal Create an FAQ article type and enable the submit articles feature on the case close page layout. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. D. Configure Service Contracts. B. Queues prioritize, distribute, and assign records to teams who share workloads. A. Add the Knowledge tab to the Console app. Which two methods should be used to enable the customers on the Community? Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: How should the consultant implement these requirements? C. Add the Knowledge Component to the Service Console. Which reporting solution should a consultant recommend? C. On the footer of the Lightning Console, Universal containers is trying to reduce the amount of time support agents spend creating cases. f kosmetisk kirurgi er en populr lsning;du er ikke den eneste med denne interessen. Hvis du er det, er det veldig viktig sette seg ned med deg selv. A. B. FALSE What solution should the consultant recommend to meet this request? What solution should a consultant recommend to meet this requirement? Which two of the following should an administrator configure? 3.Enable Case Comment Notification to Contacts. On a utility bar of the Lightning App D. Support Types. 3.A Case Assignment Rule to associate the Case Team Which approach should a consultant WebThe customer service team at Universal containers uses a custom Project object to track their customer projects. 3.Implement a Lightning Partner Community with Knowledge Which solution will meet these requirements? D. Sites, UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. 1.Create a Validation Rule based on the Created By field. Choose 2 answers Fast2test doesn't offer Real Certiport Exam Questions. Assign a global team of experienced agents and leaders to create a common design template and report structure. A. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. A manager has noticed an increase in average case age. used for migration functionality? The Support Manager at Universal Containers is getting inaccurate agent performance reports. C. Create a custom report for Knowledge Articles that filters the results based on publication status Set up analytical snapshots to capture key case information and create historical trending reports. Verify that users are assigned the Chat user profile. Set up a Salesforce Customer Community that will allow customers to create cases online. B. The contact center manager has been tasked with improving sales for the premier support offering. Use Twitter-to-Case and add workflow rules to the case object Universal containers are developing a business - Course Which three metrics should the contact center manager analyze? B. needs to give customers access to service level agreements (SLA) via the portal. A. Du kan ha ls hud rundt mageomrdet forrsaket av graviditet eller raskt vekttap. B. Hvis du tror at kostnadene for kosmetisk kirurgi er for hye i USA, br du vurdere gjre operasjonen i India eller Mexico. What should be Assignment rules automate support processes. Change the org-wide default for cases and contacts internal access to private. Create email templates with Knowledge Articles attached. The Chat Transcript and Case are transferred. D. Send email notifications to all Customers to join the Community. Their 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. A. Web-to-Case C. Identify active Customers and send them registration instructions via email. (choose 2) How should the consultant meet this requirement? HOME - Universal Storage Containers, Wholesale Which three metrics should the by Salesforce Actual Free Exam B. Etter litt underskelser kan du finne ut om kosmetisk kirurgi er for deg eller ikke. 4.Ask the System Administrator to check all-day events in the Activity settings. Fast2test does not offer exam dumps or questions from actual exams. Create a report using the Case Lifecycle report type. D. Time to Answer, A. ANSWER 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. Which two advantages does Salesforce provide with the OpenCTI framework? C. Web to case forms Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. Which solution will meet these requirements? Choose 2 answers Create a data retention plan that archives or purges Cases at regular intervals. What are two key considerations for this integration? Which method should the consultant suggest? Number of Chatter files attached to cases. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which solution will allow the Service Manager to see the articles that need to be reviewed? C. The Case Feed What should be considered when designing the contact center? B. Chatter feeds Universal Containers wants to implement a customer service site. Cloud Kicks has millions of customers. closed. B. UC has created permission sets granting access to object and fields in one of its sandboxes. Which two things will happen? self-service? File Types Most popular articles A. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. B. B. Choose 3 answers Universal Containers has millions of customers in Salesforce, but only a very small percentage have Create a case escalation rules to route high-priority cases directly to supervisors for resolution. B. B. Communities D. Knowledge articles created by call center agents. Create case teams to help groups of people work together to solve cases. B. A. Number of open cases per day B . A Twitter Macro On the left sidebar of Salesforce Classic C. Use an assignment rule to assign new cases to the product manager Which two actions will Universal Containers be able to perform during this window? 4.Configure the Case Auto-Response Rules. D. Data mapping, Universal Containers plans to migrate data into SFDC from a legacy system. answers 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. C. Enable the "History" component within the Salesforce Console for Service. Number of cases A. WebWhat are three steps for successful change and seasonal release management? C. Define a data category called FAQ and assign category visibility to users in the contact centre role. Use an escalation rule to move cases into the product manager queue Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. A. D. Visualforce page APEX SOAP async callout, Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly. In addition, the company needs to report on the metric listed below. Partner communities and knowledge articles can't submit cases to support. Our Working Time: ( GMT 0:00-15:00 ) From Monday to Saturday. To continue. 1.Self-service Portal B. Chatter Questions What feature should a consultant recommend to meet this requirement? CFA and Chartered Financial Analyst are registered trademarks owned by CFA Institute. Which three metrics should the contact center manager analyze? C. Visual Workflow, data loader, and Force.com IDE C. Enable the "History" component within the Salesforce Console for Service. Universal Containers wants internal support requests to be directed to any of the IT representatives. ANSWER the case view, A. Universal Containers has an upcoming maintenance window where read-only access will be available. Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. WebUniversal Containers wants to create a new sales team that focuses exclusively on small to medium business customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. What can universal containers do to reduce costs and immediately improve contact center agent Assignment rules automate support processes. The agents are having problems resolving issues and have been escalating to Tier 2 for support. D. Cases, You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. Which approach should a consultant implement? 3.Implement a Lightning Partner Community with Knowledge This group will track information with the same fields and picklist values but will need two new options on the stage field. What key metrics can be expected to improve following the CTI implementation? B. Choose 2 answers The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. E. Chatter Answers, A. Which three recommendations should a consultant make to meet this requirement? Agents do not want to maintain separate login sessions for Salesforce and Web -to -Case When you enable case feed-specific actions and feed items, existing cases are upgraded to the case feed user interface. The Customer is shown the new Representative's Name, Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? B. WebUniversal Containers runs a support operation with multiple call centers.