D. Knowledge Base In which situation is the Case Contact notified when a support representative adds a new case comment? All rights reserved. C. The specific quick action must be added to the case Feed. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer? Number of Chatter files attached to cases. B. B. Validation rules on case process field Which two of the following should an administrator configure? Which two things will happen? Plan and communicate the deployment to all users of the organization in advance. Validation rules verify that the data a user enters in a record meets the standards specify before the user can save the record. A. The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. Which two recommendations should a Consultant suggest to help decrease customer wait times? B. What solution should a consultant recommend to meet this requirement? considering using Lightning Experience. Salesforce Certified Service cloud consultant - Service-Cloud 4.Case Escalation Notifications. WebThe customer service team at Universal containers uses a custom Project object to track their customer projects. Which two methods should be used to enable the customers on the Community? A. On-demand email to case 3.A Case Assignment Rule to associate the Case Team Salesforce The company A. Update the case assignment rule to add the site member to the predefined case team. Universal Containers (UC) wants to automate the process of case creation. Which three metrics should the contact center manager analyze? B. 2.Define the Default Case Owner in Support Settings. How can a consultant automate the use of suggested articles to accomplish this goal? Add custom visual force pages to the case feed page layout. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. Which two reports should the contact center manager present to executive management? 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. Train end users after deployment. that need to be worked on. Salesforce Service-Cloud-Consultant Dumps B. This will involve servicing several thousand new customers. 4.Adding a link for Auto-Response Rules for Solutions B. D. Create a Visualforce page that retrieves payment information via a Web Service call-out, D. Create a Visualforce page that retrieves payment information via a Web Service call-out, UC is initiating a program to improve customer satisfaction. A. Omni-Channel Which reporting solution should the Consultant recommend? What feature should a consultant recommend to meet this requirement? answers D. Add the Suggested Article widget to the Case page layout. A. Upload the files as Documents, then relate them to the migrated Articles. Instead, UC wants an external system be notified of the error. WebTESTIMONIALS. A. Milestones Create reports to analyze call data in order to understand peak times and ensure adequate staffing. CFA Institute does not endorse, promote or warrant the accuracy or quality of these questions. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types. B. Tag another chatter user Number of leads created answers Sales-Cloud-Consultant by Salesforce Actual Free Exam Q&As B. In order to reduce the number of cases created, CK wants to, provide customer self-service in the following channels: web, SMS, Facebook Messenger, and. C. On the footer of the Lightning Console There are two correct UC has created permission sets granting access to object and fields in one of its sandboxes. Service Console case creation configuration. D. Develop data map, B. Build a Summary report on Products and Activities. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Quick Text A. FALSE Reliable ADM-261 Service Cloud Administration Exam Dumps C. Use a case assignment rule WebUniversal Containers wants to measure the efficiency of its contact center. The contact center manager has been tasked with improving sales for the premier support offering. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers 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. Universal Containers wants to allow potential customers to submit Cases for technical inquiries. Create a report using the Case Age report type. D. Number of cases escalated, A Global company requires public documents to be translated into multiple languages. Use Chatter case feed and case teams to monitor cases A. A. C. Indicates the name of a group in which to place the Chatter message UC wants to reduce incoming support phone call volume. console? What solution should a consultant recommend to meet this requirement? An enterprise resource planning system Choose 2 answers Data loader, change sets, and Force.com Excel Connector Which two advantages does Salesforce provide with the OpenCTI framework? Global Actions need to be on the publisher layout. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle. Hire contact center representatives that specialize in each of the product categories. Choose 2 answers, Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. A. Change the org-wide default for cases and contacts internal access to private. WebUniversal Container wants to increase the security of their org by requiring stricker user passwords. FALSE vite om prosedyren, risiko, fordeler og kostnader er viktig, og denne artikkelen kan hjelpe deg med sprsmlene dine. How should a consultant correct this problem. Automatic call distributor and interactive voice response A. Use a validation rule With the appropriate Profile permissions enabled, what change will users see? The goal of the site is to enable community members to access, create, and manage cases online. unique and have additional stages and fields that need to be captured. Choose 2 answers D. Create an auto-response rule to send the article to the customer. D. Case Assignment Rules, An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. A. Which three features are available only in Classic? B. Salesforce Sales-Cloud-Consultant today updated questions WebUniversal Containers wants to divide the revenue of the closed Opportunities between sales reps that worked on the deal. The pilot focused on creating articles for the most common support topics. Use a workflow rule with an action The agents are having problems resolving issues and have been escalating to Tier 2 for support. List of replaceable parts updates for check-ins and refinement. What key metrics can be expected to improve following the CTI implementation? 3.Ensure the event is scheduled for times within the Start and End of Day hours. Contact. C. Developers can integrate with any telephony platform available with little to no need for customization. Which two reports should the contact center manager present to executive management? E. Force.com Web Services API, What method can NOT be leveraged to capture Cases in addition to via the Case tab? B. Universal Containers is implementing Salesforce Knowledge for call center agents. Choose 2 answers Which feature should a Consultant use to meet this requirement? C. Deletes posts, A. Use a new customer Path on Contact to capture details. B. How should a consultant deploy this permission set to prod? A. A. Quick Text A self-service portal provides an online support channel for your customers - allowing them to resolve their inquiries without contacting a customer service representative. Choose 3 answers Now any cases that havent been closed in 5 hours are assigned to the right person. B. Universal Containers requires that a case is logged for every incoming support call. D. Measure & reward agents based on the # of new articles approved for publication, B. A. FALSE File Types Streamline the agent interface. Which solution should a consultant recommend? 2.Adding a link to a specified routing address for Email-to-Case Snakk gjennom alle mulige vinkler for se, hvis du kan f et tilfredsstillende svar. A Service Rep transfers a Live Agent Chat to another Rep. Get the latest business Verify that users have access to the Chat buttons. Assets Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. WebThe Support Manager at Universal Containers is getting inaccurate agent performance reports. Branded site Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record. A manager has noticed an increase in average case age. B. (og kanskje en plitelig kjr) Skriv ned alle grunnene til at du tenker p gjre dette. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. What solution should a consultant recommend? B. A private sharing model is in place for both Accounts and projects. B. An AppExchange Solution Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. B. WebAt a real company, youd assign cases to a support manager or team. Kontakt legestyret. 1.Generate Web-to-Case HTML code to add to the website C. Use an assignment rule to assign new cases to the product manager Use workflow rules to send an email to the customer Community and plans to allow customers to be authenticated users to increase self- service rates. Hvis prosedyrene er sentrert rundt kroppskonturering, m du huske at dette ikke er en vekttapsprosedyre, men bare vil forbedre kroppsformen din noen f grader. They do not have resources to set up a call center and need to make support available through another means. More than 1 year has passed since last update. Which Salesforce feature would be used to meet this requirement? 4.The System Administrator configures the Case Auto-Response Rules. Sjekk om kirurgen din er kvalifisert. Which methodology should the Consultant recommend given the requirements? Create an email template to send articles as PDF attachments. Du kan ha ls hud rundt mageomrdet forrsaket av graviditet eller raskt vekttap. C. Configure the case list under custom console components so users can view the list view along C. Opportunities per channel A. C. Public Knowledge, Which two areas can an Administrator make Open CTI features available to users when building a Setting up Web-to-Case involves enabling the feature, choosing settings, and adding the Web-to-Case form to your website. E. Force.com Web Services API, A. Force.com Sites 4.All Case buttons will be converted to Actions in the Case Feed. Universal Containers wants to be able to assign cases based on the same criteria they use for chat . D. Send email notifications to all Customers to join the Community. Copyright 2014-2023 CertsTopics. To continue. Fast2test Materials do not contain actual questions and answers from Cisco's Certification Exams. Create a Lightning email template to send the article to the customer. C. Net Promoter Score 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. D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service. Set up Email-to-Case to efficiently resolve customer issues. WebUniversal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. D. Make knowledge base articles and community answers accessible on its website. B. Which two configuration steps are required before Quick Actions can be used in Macros? B. 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. A. Create an FAQ article type and enable the submit articles feature on the case close page layout. C. Use the Files Related List on each article to add files to your articles. A. C. Number of lead referrals The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers wants internal support requests to be directed to any of the IT representatives. This notifies contacts when a case comment has been modified or added to a case. Service Console applications. Lightning Knowledge What should be considered when designing the contact center? First Call Resolution Vurderer Du Kosmetisk Kirurgi? Which two steps are necessary to satisfy this requirement? Call our toll-free number. A. On a record Highlights Panel D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is Grant Authors access to the FAQ article type. They want customers to know this number as soon as possible. A. C. The specific Quick Action must be added to the Case record page. Which solution should a consultant C. Install CTI adapter using open CTI 1.A Default Case Team on each User's record Case feed layout actions do not allow for self-service. C. Create a sharing rule to share the contact record with the site member. C. Create a report using the Case snapshot report type Options: A. Aldri g til et sykehus eller klinikk uten frst sjekke legitimasjonen. Assign users a permission with access to the service console app Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types. C. A workforce management system Which approach should a consultant recommend in this scenario? Which two things will happen? The Customer does not know they were transferred. Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: Agents need to collaborate with other teams. Use entitlements to define a process and milestones B. Provide the Service Manager with edit permissions to the standard Knowledge Article views. For vre en god kandidat for denne typen prosedyrer, br du vre nr optimal kroppsvekt. C. Number of articles associated to cases. Currently, the company handles only existing customers with support issues. Support Managers are noticing The same team will now be working some of UC's Cases. A. Uansett hvorfor du gjr det, kan det vre en lsning p et problem du har hatt! What is the appropriate publish/subscribe logic to meet these requirements? Create a report using the Case Historical Trending report type. ANSWER Choose 2 answers. E. Number of successful keyword searches. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. WebUniversal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. In which two locations can the System Administrator implement customer-facing email templates with respect to Cases? B. A manager would like information on the knowledge base searches conducted by customers and call center agents.
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