universal containers wants to notify support managerrejuven8 adjustable base troubleshooting
Which two recommendations should a consultant suggest to help decrease customer wait times? Grant authors access to the FAQ records type. 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. C. Visual Workflow B. Have agents provide Customers with Community registration instructions when working a case. the case view, A. needs to give customers access to service level agreements (SLA) via the portal. A. Record Types 4.A Workflow Rule to add the Case Team. D. Quick Actions must be enabled in the org. Allow agents to create Knowledge articles when closing a case. answers Users, accounts, contacts, cases E. Collect input from stakeholders. WebThe Universal Containers contact center offers support through phone, email, public website, and a Community. 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. Returns a link that returns a post with the same reference A. A separate .csv import file is uploaded for each data category https://developer.salesforce.com/files/ti/thi/THI-000393/administratorpracticetest.html. B. 2.The Support Representative uses the Send Email Action on the Case Feed. Click Save. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer? C. Enable service contracts and entitlements (Choose 2)? What metric can the manager use to measure the adoption of Knowledge? Implement Service Cloud console to support agents Plan and communicate the deployment to all users of the organization in advance. Du kommer til nske forst alt som er involvert i kosmetisk kirurgi som kostnader, risiko, og hvordan du skal forberede deg p den faktiske operasjonen. Which two options should the administrator use to help the support team? There are two correct Choose 2 E. Number of successful keyword searches. C. Utility Bar B. Which solution should a consultant Choose 2 answers Oracle and Java are registered trademarks of Oracle and/or its affiliates. Global Actions need to be on the publisher layout. Enable agents to create their own personal articles. A. C. Create a custom report for Knowledge Articles that filters the results based on publication status A. RESTful services with GET, POST, or PUT Mass Transfer Records, change sets, and Visual Studio Code Choose 2 answers. Now any cases that havent been closed in 5 hours are assigned to the right person. A. On-Demand Email-to-case A. Milestones The company wants an easy way for users to find relevant articles based on their location and product. Det er viktig underske alle aspekter av kosmetisk kirurgi fr du planlegger en prosedyre for forbedre helsen din eller forbedre utseendet ditt. Branded site 1.Use a task for an all-day event because then no time fields are needed. D. Configure Chatter for public access A. Workflow rule As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy? ANSWER Sjekk om kirurgen din er kvalifisert. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). Use workflow rules to send an email to the customer, UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. B. Options: A. 2.Auto-response Rules Set up a sharing set to grant access based on the site member's contact record. Which two solutions should a Consultant recommend to correct this problem? D. Assign users a profile with access to the service console app, B. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. 4.Case Escalation Notifications C. Approval Processes They want external support requests to be directed to customer Universal Containers (UC) wants to automate the process of case creation. Which three features are available only in Classic? Which three metrics should the B. A. WebFind company research, competitor information, contact details & financial data for UNIVERSAL CONTAINER SERVICES LIMITED of MANCHESTER. Customer Satisfaction How should a consultant deploy this permission set to prod? All rights reserved. D. Field Service B. productivity choose 2 Choose 2 Enable Work Orders. Create a report using the Case Lifecycle report type, Universal Containers had tech support and general customer teams that use unique service console applications.Which two configuration should a consultant use when deploying the console? What should a consultant recommend to address this problem? Build a customer visual force page with the list view and assign it to the console sidebar. Set up Email-to-Case to efficiently resolve customer issues. The brand Cisco is a registered trademark of CISCO, Inc B. A. D. Identify those cases and assign to the closure team. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience. Report displays # of articles associated to data categories during past 2 months Which three metrics should the contact center manager analyze? Universal Containers wants to measure the efficiency of its contact center . B. Java Language Specific Toolkit Support Managers are noticing that many Agents are forgetting to perform this step. What solution should a consultant recommend to meet this requirement? All trademarks are the property of their respective owners and we don't provide actual questions from any vendor. Use escalation rule to send an email C. Measure & reward agents based on the # of new articles submitted for approval The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of Set up Milestones. Which Salesforce feature would be used to meet this requirement? A. Choose 2 answers A. Force.com Sites B. Agile A. 2.The Support Representative uses the Send Email Action on the Case Feed. Choose 2 answers. The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. 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. The company would like to automatically create a field service dispatch record and assign it to Auto-response rules let you automatically send email responses to lead or case submissions based on the record's attributes. Which reporting solution should be recommended? Utilize KCS to manage Knowledge D. One .csv import file is uploaded for all article types B. A. Normalize database Use auto response rule to send an email Which approach should a Average Handle Time, Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.Which three statements must be considered? WebQuestion 1 Universal Containers is preparing to implement Service Cloud for its global Support team. C. Multi -monitor support B. Validation rules on case process field A. Upload the files as Documents, then relate them to the migrated Articles. ANSWER What is the recommended method to improve the support experience while providing expert-level support? 2.Auto-response Rules Configure IVR routing to bypass Tier 1 for the product line. A. A. Force.com IDE Which Knowledge dashboard should a consultant use? D. Switch from case feed to standard detail pages using a console component. A. Leverage Live Agent for web-based chat Create a report using the Case snapshot report type, C. Create a report using the Case historical trending report type, D. Create a report using the Case age report type, B. Choose 2 answers, Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which feature should a consultant recommend? C. Add Live Agent to public-facing sites Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. WebUniversal Containers is implementing a CTI solution for its inbound service and support contact center. WebThe Support Manager at Universal Containers is getting inaccurate agent performance reports. C. Assign users the Service User license on their User record. problems account for less than 5% of the calls. C. Users, contacts, accounts, cases B. Chatter Questions C. The specific Quick Action must be added to the Case record page. C. Use an assignment rule to assign new cases to the product manager C. Visual Workflow, data loader, and Force.com IDE A. Default case teams provide access to records. C. Create a workflow email alert to send the article to the customer. Enable templates for written responses. considering using Lightning Experience. B. Standard Email-to-Case with assignment rules, Lightning Email with web routing prioritization, Standard Web-to-Case with assignment rules, Copyright 2014-2023 Certensure. The pilot focused on creating articles for the most common support topics. know the amount of time that cases have spent within each status during their lifecycle. After reviewing service console all configured features are required. Number of Closed cases on first call Which two actions will Universal Containers be able to perform during this window? # of articles per agent measure customer loyalty. A. ANSWER D. Use an Apex trigger, The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. 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. 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. Change the org-wide default for cases and contacts internal access to private. WebWhat are three steps for successful change and seasonal release management? D. Salesforce Files, The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. Assign a global team of experienced agents and leaders to create a common design template and report structure. The Support Team cannot see the Inventory object tab. Auto-response rules let you automatically send email responses for case submissions based on the record's attributes. Set up analytical snapshots to capture key case information and create historical trending reports. D. Plan, Prepare, Validate, Execute, Text, C. Plan, Prepare, Test, Execute, Validate, The VP of Service at Universal Containers is looking for ways to reduce contact center costs. Enable social profile and add workflow rules to the contact object can a Consultant migrate the file attachments? Percent of cases closed with an attached article Set up a reporting snapshot of the case, contact and activity objects. 3.Create a Workflow Rule that checks for a blank Owner field. Queues prioritize, distribute, and assign records to teams who share workloads. B. A. B. Unique page layouts for each Case Record Type Which solution will meet these requirements? Which approach should the Consultant use for data migration? Make contact center representatives accessible 24/7 to distribute the call volume. D. Knowledge Base B. 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. Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. 3.Ensure the event is scheduled for times within the Start and End of Day hours. Which two settings should the System Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. B. B. Verify that users have access to the Chat public group. UC has requested frequently project B. C. Configure the case list under custom console components so users can view the list view along The Support Manager wants to measure first-call resolution by call center location, agent, and calendar B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution. D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray. B. Assign users a permission with access to the service console app C. Create an Entitlement Process. WebUniversal Containers wants to create a new sales team that focuses exclusively on small to medium business customers. The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management. Universal Containers email policy requires that all email traffic remain within its firewall. C. Ask contact center managers to review data each quarter to possibly delete. D. Waterfall, A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter Universal Containers (UC) wants to automate the process of case creation. The company wants standardized contact center processes and reporting implemented in its centers worldwide. 1.Self-service Portal WebUniversal Containers (UC) decided it will not to send emails to support personnel directly from Salesforce in the event that an unhandled exception occurs. UC does NOT want to use any One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. 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. What feature should a consultant recommend to meet this requirement? FALSE Universal Containers requires that a case is logged for every incoming support call. Which solution will allow the Service Manager to see the articles that need to be reviewed? this best be achieved? Number of knowledge articles in each data category. so that out-of-date articles can be refreshed. D. Knowledge articles created by call center agents. Create an email template to send articles as PDF attachments. 2.Assignment Rules and Queues First Call Resolution Please check this URL. Choose 3 answers A . A. C. Data Integration via SOAP API Which feature should a Consultant use to meet this requirement? Choose 2 answers. D. Sites, UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. C. Install CTI adapter using open CTI B. should they use? 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. 4.Adding a link for Auto-Response Rules for Solutions A. B. B. This notifies contacts when a case comment has been modified or added to a case. C. Self-service portal D. Develop data map, Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases. Average Number of days to close cases WebUniversal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which two solutions should a Consultant recommend to correct this problem? An AppExchange Solution D. Cloud-to-Cloud Integration Toolkit, Universal Containers is implementing a call center using CTI (Computer-telephony integration). C. The specific quick action must be added to the case Feed. In addition, the company needs to report on the metric listed below. C. Enable the "History" component within the Salesforce Console for Service. What solution should the consultant recommend to meet this request? A. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. Which reporting solution should a consultant recommend? B. Universal Containers implemented Salesforce Knowledge two months ago. A. Fast2test doesn't offer Real CompTIA Exam Questions. Cloud Kicks (CK) is a global company with multiple product lines. D. Deploy Pre-Chat form, The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Choose 3 answer D. Set up a sharing set to grant access based on the site member's contact record. B. Customize the My Teams Calls this week standard report. Number of outbound calls per day A. 2.Assignment Rules and Queues Use workflow rules to send an email to the customer Use an auto-launched flow to capture details. A. 1.Cases will use Feed Layouts rather than standard Page Layouts. Quick Actions must be enabled in the org. A. E. Macros, A. Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. D. Milestone Actions, The Service Desk at Universal Containers is considering implementing a Service Console and is This is negatively impacting customer satisfaction. FALSE Support Managers are noticing 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. B. customer inquiries more efficiently? FALSE Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field? A. 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. Number of leads created D. Partner portal 1.Use a task for an all-day event because then no time fields are needed. Which two advantages does Salesforce provide with the OpenCTI framework? B. Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. Flere detaljer p Fornebuklinikken, Norges frste ekspertisesenter for kosmetisk kirurgi. D. Report that displays # of new articles created during the past 2 months, A. Data Cleansing Choose 2 answers A. D. Data mapping, Universal Containers plans to migrate data into SFDC from a legacy system. 4.Auto-responses Rules and Profiles Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting. An App builder needs to create a relationship between the project object and the related client Account record. C. Use escalation rules, A. 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. Create a report using the Case Lifecycle report type. E. Chatter Answers. How should the consultant recommend the report be created? Select yourself as the user to notify, and from Notification Template, click the lookup icon to add a template to see how this works. C. Field Service Lightning Set article Org Wide Default to Public ReadWrite. A private sharing model is in place for both Accounts and projects. Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. 4.Adding a link for Auto-Response Rules for Solutions. Currently, the company handles only existing customers with support 3.Create a Workflow Rule that checks for a blank Owner field. C. Net Promoter Score C. Create a sharing rule to share the contact record with the site member. Number of Chatter files attached to cases. Bulk Data Transfer API A knowledge management system Define criteria-based record page components. A. Which feature should a Consultant implement to address this concern? C. Number of articles associated to cases.E 1.Self-service Portal Currently, the company handles only existing customers with support issues. Number of Chatter files attached to cases. 4.A Workflow Rule to add the Case Team ANSWER Requirements gathering sessions have resulted in a large set of required The VP of Services at Universal Containers wants to reduce call center staffing. 3.Enable Case Comment Notification to Contacts. C. Scheduled Reports 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). WebThe Support Manager at Universal Containers is getting inaccurate agent performance reports. C. Embed case feed functionality within a visual force page. Aldri g til et sykehus eller klinikk uten frst sjekke legitimasjonen. Which two methods should be used to enable the customers on the Community? Choose 3 answers. A Service Rep transfers a Live Agent Chat to another Rep. D. Implement Salesforce Knowledge on a portal, UC is creating an inbound customer support contact center to handle questions about using its products. Number of D. Both Service Reps can chat with the Customer. B. C. Each article must be associated to an article type 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. B. Classic Knowledge C. Web to Case B. C. Opportunities per channel Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. First Call Resolution What should be We offer an ethical and environmentally safe recycling method. Quick Text B. Change the org-wide default for cases and contacts internal access to private. Cloud Kicks has millions of customers. A. Assignment rules automate support processes. Number of new customers added C . Branded site A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Sjekk online vurderinger. A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Choose 2 answers. that need to be worked on. A self-service portal provides an online support channel for your customers - allowing them to resolve their inquiries without contacting a customer service representative. Access to custom objects D. Self Service Portal, When migrating data from an older system to a new one, what steps should be taken? B. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case D. Number of attempts to contact, A. C. Use auto-response rules to send an email to the customer Set up a Salesforce Customer Community that will allow customers to create cases online. 3.All Case fields will be added to the Chatter Feed Tracking. Streamline the agent interface. Vurderer Du Kosmetisk Kirurgi? B. Use Open CTI with Pop to flow to capture details. C. Add Live Agent to public-facing sites D. Use assignment rules to assign the case to a case queue, A. The goal of the site is to enable community members to access, create, and manage cases online. A. Create a report using the Case Lifecycle report type. B. On-demand email to case with sites The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. Create a report using the Case Lifecycle report type Which approach should a consultant WebUniversal Containers runs a support operation with multiple call centers. C. # of cases via email A. Universal containers want to identify potential delays in the customer support process. Use Process Builder for notifications and account teams to monitor cases. A. Configure LiveMessage B. B. Community WebThe customer service team at Universal containers uses a custom Project object to track their customer projects. As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. Universal Containers wants internal support requests to be directed to any of the IT representatives. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. ANSWER Create a new record type. The Support Manager at Universal Containers is getting inaccurate agent performance reports. Visual Studio Code and change sets 2.Owner Assignment Notifications Set up a sharing set to grant access based on the community members contact record. This will involve servicing several thousand new customers. D. Send email notifications to all Customers to join the Community. D. Create an auto-response rule to send the article to the customer. answer choices Territory Management and Teams 4.The System Administrator configures the Case Auto-Response Rules. 1.Case Auto-response Rules Universal Containers (UC) has deployed a call center using open CTI. Assign users a permission with access to the service console app C. Communicate updates to end user. Which three items, at a minimum, must be implemented and deployed to ensure success? The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. A. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . answers WebTESTIMONIALS. Which two metrics should the Consultant recommend? B. Force.com migration tool, Force.com IDE, and change sets Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. Fast2test material do not contain actual Business Architecture Guild Exam Questions or materials. This group will track information with the same fields and picklist values but will need two new options on the stage field. 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. B. Create a custom list view for cases, contacts, and orders and pin them to the side bar. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. What key metrics can be expected to improve following the CTI implementation? Universal Containers is implementing Salesforce Knowledge for call center agents. Perform data cleaning Create reports to analyze call data in order to understand peak times and ensure adequate staffing. Developers can embed API calls and processes on web pages to automate call handling processes. D. Make knowledge base articles and community answers accessible on its website. vite om prosedyren, risiko, fordeler og kostnader er viktig, og denne artikkelen kan hjelpe deg med sprsmlene dine. Have agents provide Customers with Community registration instructions when working a case. To meet these requirements, which D. Omni channel routing, The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks. B. Create a sharing rule to share the contact record with the site member. Which three metrics should the Manager use to assess the ROI? Additionally, on some deals, the sales reps work with technical sales managers and want a way to credit them for their support.
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