A. Which three recommendations should a consultant make to meet this requirement? answers C. Deploy in phases using countries as pilots. Uansett hvorfor du gjr det, kan det vre en lsning p et problem du har hatt! C. Number of articles associated to cases. A. Configure call center definition needs to give customers access to service level agreements (SLA) via the portal. Have agents provide Customers with Community registration instructions when working a case. Create a data retention plan that archives or purges Cases at regular intervals. A. Additionally, on some deals, the sales reps work with technical sales managers and want a way to credit them for their support. FALSE B. Average Handle Time 1.Territory Management and Teams Choose 3 answers A. Leverage Live Agent for web-based chat The original case CANNOT be closed until all RMAs and FSRs are closeD. D. Both Service Reps can chat with the Customer. Create a custom web service to handle invoice inserts and updates from the billing system Choose 2 answers Salesforce Certified Service cloud consultant (SP23) The company wants standardized contact center processes and reporting implemented in its centers worldwide. Partner portal B. recommended to accomplish this requirement? Communities UC has requested frequently project Create a macro to send an email with the article to the customer. Create a custom list view for cases, contacts, and orders and pin them to the side bar. Er du redd for f plastisk kirurgi p grunn av hva andre vil si? B. What is the appropriate publish/subscribe logic to meet these requirements? D. One .csv import file is uploaded for all article types B. Which two features should a Consultant recommend? All rights reserved. C. Use an assignment rule to assign new cases to the product manager Hvis prosedyrene er sentrert rundt kroppskonturering, m du huske at dette ikke er en vekttapsprosedyre, men bare vil forbedre kroppsformen din noen f grader. C. Create an Entitlement Process. A. 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. E. Chatter Answers, A. Record Types Define criteria-based record page components. A. Quick Text 2.Create a Workflow Rule Email Alert on Case Comments. Run and view Salesforce reports. Universal containers would like to implement a solution to hold service reps accountable to customer They want customers to know this number as soon as possible. Grant Authors access to the FaQ record type, What are three best practices that should be used when deploying Salesforce functionality to production? B. B. A. Free Salesforce Service-Cloud-Consultant Practice exam WebUniversal Containers wants to measure the efficiency of its contact center. E. Force.com Web Services API, What method can NOT be leveraged to capture Cases in addition to via the Case tab? Universal Containers has millions of customers in Salesforce, but only a very small percentage have Use workflow rules to send an email to the customer Microsoft, Azure, Windows, Windows Vista, and the Windows logo are registered trademarks of Microsoft Corporation. D. Cloud-to-Cloud Integration Toolkit, Universal Containers is implementing a call center using CTI (Computer-telephony integration). B. B. On a utility bar of the Lightning App Forsikre deg om at du gjr litt research p kosmetisk kirurgi fr du gr under kniven. C. Web to case forms B. Dynamic list updates D. Review existing cases for an account. Which two features would meet this requirement? Universal Containers (UC) wants to automate the process of case creation. The Support Manager at Universal Containers is getting inaccurate agent performance reports. B. Verify that users have access to the Chat buttons. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management. D. Recommend opening the case list view in a separate browser tab and use the window alongside The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case B. Lightning Service Console 4.All Case buttons will be converted to Actions in the Case Feed. More than 1 year has passed since last update. Enable the list to be pinned in the console. B. Salesforce Service-Cloud-Consultant Dumps ANSWER Choose 2 answers 2.Owner Assignment Notifications Which reporting solution should be recommended? Which solution should be implemented to support this? A separate .csv import file is uploaded for each data category What are two key considerations for this integration? Which two options should the administrator use to help the support team? 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. 4.Adding a link for Auto-Response Rules for Solutions Agents do not want to maintain separate login sessions for Salesforce and Choose 2 answers B. D. A Custom Component, Which configuration item must be created when implementing Lightning Knowledge? ANSWER The product development team needs to be alerted on high-priority cases for specific products. console? Agents can use telephony on a wide range of browsers and operating systems while only developing once. Which three metrics should the contact center manager analyze? Which feature should a consultant recommend? C. Add Live Agent to public-facing sites C. On a record Activity Feed list Du kan kanskje motta erstatning. A client's Support Call Center has seen an increase in call volume on a new product line. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. B. Utilize KCS to manage Knowledge A. 3.Enable Case Comment Notification to Contacts. Fast2test does not offer exam dumps or questions from actual exams. De fleste prosedyrer handler bare om en forbedring i forhold til hvordan du allerede ser ut, og vil ikke skape et nytt ansikt. Create a Process Builder with Scheduled Actions. C. Use the Files Related List on each article to add files to your articles. Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support. Call our toll-free number. D. Percent of cases closed on first contact, B. Which configuration action should be performed to ensure every Case gets assigned to a valid Owner? Universal Containers wants to implement a customer service community. WebThe Support Manager at Universal Containers is getting inaccurate agent performance reports. Migrate a test deployment to a staging environment for a smoother real-life experience. C. Salesforce Content 2.Check the all-day event checkbox on the event. Which customer requirement would require the use of Email-to-Case? Automatic call distributor and interactive voice response A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as, password resets and order inquiries. A manager would like information on the knowledge base searches conducted by customers and call center agents. Create case teams to help groups of people work together to solve cases. D. Use an Apex trigger, The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. Data loader, change sets, and Force.com Excel Connector Use escalation rule to send an email sjekke kirurgen n kan spare deg for mye sorg senere. Create a report using the Case Historical Trending report type. In which order should the data be migrated? B. Get the latest business For vre en god kandidat for denne typen prosedyrer, br du vre nr optimal kroppsvekt. Universal Containers wants to let its customers interact real-time with support agents from their Knowledge One with Article Recommendations, UCs is implementing Salesforce Knowledge at its contact center. 3.The System Administrator enables Case Comment Notification to Contacts. unique and have additional stages and fields that need to be captured. A. Update the case assignment rule to add the site member to the predefined case team. Assignment rules automate support processes. Universal Containers has an upcoming maintenance window where read-only access will be available. Choose 2 answers Train end users after deployment. Users, accounts, contacts, cases How should this be accomplished? B. C. Enable service contracts and entitlements A. A. Indicates a clickable URL hyperlink A. Assign user to public group with access to the service console app D. Identify those cases and assign to the closure team, C. Supervisors to investigate those cases B. Which approach should a consultant implement? B. Tag another chatter user C. Collapsible Sidebar Components Assignment rules automate support processes. On the left sidebar of Salesforce Classic Which two advantages does Salesforce provide with the OpenCTI framework? Universal Containers support manager wants to share product-specific information with their. Create an FAQ article type and enable the submit articles feature on the case close page layout. Cloud Kicks has millions of customers. 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. Sales-Cloud-Consultant by Salesforce Actual Free Exam Q&As FALSE All trademarks are the property of their respective owners and we don't provide actual questions from any vendor. Plan and communicate the deployment to all users of the organization in advance. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization. Which two features should the System Administrator implement to allow customers have quick access to this information? Choose 3 answers 3.Create a Workflow Rule that checks for a blank Owner field. This notifies contacts when a case comment has been modified or added to a case. computers and mobile devices. Assign a global team of experienced agents and leaders to create a common design template and report structure. D. Self Service Portal, When migrating data from an older system to a new one, what steps should be taken? A manager has noticed an increase in average case age. Which two methods should be used to enable the customers on the Community? Choose 2 answers, Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. B. Use Process Builder for notifications and account teams to monitor cases. Options: A. Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. 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? improving KPIs, CK wants to know where to focus its efforts next. Cloud Kicks (CK) is a global company with multiple product lines. Create a case escalation rules to route high-priority cases directly to supervisors for resolution. Add custom visual force pages to the case feed page layout. D. Develop data map, B. Create a report that display the # of articles searched during the past 2 months C. Net Promoter Score B. A. FALSE B. B. Pass Your PDI Dumps as PDF Updated on 2022 With 216 Article Record Types will be created as part of the import. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Click Save. D. Switch from case feed to standard detail pages using a console component. 4.The System Administrator configures the Case Auto-Response Rules. B. C. Assign users the Service User license on their User record. What solution should a consultant recommend to meet this requirement? Which approach should a Number of Closed cases on first call hours. A. Force.com IDE B. We offer learning material and practice tests created by subject matter experts to assist and help learners prepare for those exams. WebWhat are three steps for successful change and seasonal release management? Requirements gathering sessions have resulted in a large set of required Oracle and Java are registered trademarks of Oracle and/or its affiliates. Change the org-wide default for cases and contacts internal access to private. Choose 3 answers Data Cleansing In which two locations can the System Administrator implement customer-facing email templates with respect to Cases? 2.Auto-response Rules manager 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. Password different then username C. Prevent common words D. Password complexity requirement. Create email templates with Knowledge Articles attached. E. Case hover, A. Which two reports should the contact center manager present to executive management? Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. 2.Case Feeds will no longer be hidden on standard Page Layouts. Which approach should a consultant recommend in this scenario? Streamline the agent interface. Which solution should a Consultant recommend? We offer an ethical and environmentally safe recycling method. What key metrics can be expected to improve following the CTI implementation? This allows users to view the list alongside the case view in the console 1.Case Auto-response Rules 1.Configure Feed Tracking for Case Comments. 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. B. Number of published article views. Which solution will meet these requirements? Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. 1.Use a task for an all-day event because then no time fields are needed. Agents can use telephony on a wide range of browsers and operating systems while only developing once. Universal Containers requires that a case is logged for every incoming support call. Use auto response rule to send an email considering using Lightning Experience. C. Each article must be associated to an article type 2.A Default Case Team on each Account record For vre en god kandidat for denne typen prosedyrer, br du vre nr optimal kroppsvekt. Customer Engagement Score Implement Service Cloud console to support agents C. Configure the case list under custom console components so users can view the list view along closed. C. Knowledge articles with the lowest rating. C. Opportunities per channel The company would like to automatically create a field service dispatch record and assign it to After reviewing service console all configured features are required. B. Call center agents are organized into four groups reflecting UC's four different product lines. FALSE A. 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. How should the consultant meet this requirement? Utilize KCS to manage Knowledge D. Post the Files to the Chatter Feed on each Article. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report. 3.The System Administrator enables Case Comment Notification to Contacts. ANSWER D. Identify those cases and assign to the closure team. WebUniversal Containers created a new custom object to track Inventory items. address this situation? Set up analytical snapshots to capture key case information and create historical trending reports, Set up a Salesforce Customer Community that will allow customers to create cases online, Create reports to analyze call data in order to understand peak times and ensure adequate staffing, Create case escalation rules to route high priority cases directly to supervisors for resolution. D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is A. Which approach should a consultant and last modified date. 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? Percent of cases closed with an attached article Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line. D. Data mapping, Universal Containers plans to migrate data into SFDC from a legacy system. B. Update case data for a customer. As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. C. Kanban Validation rules verify that the data a user enters in a record meets the standards specify before the user can save the record. A. What is the recommended case deflection solution? E. Number of successful keyword searches. Record Types 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. Universal Containers wants to be able to assign cases based on the same criteria they use for chat . Percent of cases closed meeting the defined SLA The Chat Transcript and Case are transferred. A. Verify that users are assigned the Chat user profile. Provide the Service Manager with edit permissions to the standard Knowledge Article views. Set up a sharing set to grant access based on the community members contact record. Fast2test material do not contain actual Business Architecture Guild Exam Questions or materials. However, customers that have been upsold new products are two times more likely to remain a customer. Universal Containers allow customers to contact agents through phone and chat. All active accounts,contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for golive. Which three metrics should the Manager use to assess the ROI? Universal Containers needs to customize Salesforce to improve its Support Agents' experience so D. Make knowledge base articles and community answers accessible on its website. A. E. Assign users to a call center, A. Configure call center definition Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. How should the consultant implement these requirements? C. Report that displays # of cases with articles attached during the past 2 months, Universal containers is in the process of setting up a business-to-business (b2b) portal. 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. C. Average handling time and first call resolution time Instead, UC wants an external system be notified of the error. After researching the data, the Salesforce Administrator has identified hundreds 2.Adding a link to a specified routing address for Email-to-Case C. Add Live Agent to public-facing sites What action can be taken to meet this Recently, Universal Containers has implemented a Customer A. 3.Enable Case Comment Notification to Contacts. that need to be worked on. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. E. Number of sales queues, B. 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? Use Open CTI with Pop to flow to capture details. 1.Generate Web-to-Case HTML code to add to the website D. Case Assignment Rules, An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which solution should a consultant recommend? B. C. The Customer is shown the new Representative's Name. 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. Multiple Article Record Types can be imported in the same CSV. answer choices Territory Management and Teams C. Identify active Customers and send them registration instructions via email. Choose 3 answers C. To assign follow-up tasks to an agent one week after a case is closed. 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 . Support Managers are noticing that many Agents are forgetting to perform this step. Choose 3 answer A. Default case teams provide access to records. D. Case Assignment Rules, UniversalContainers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. Salesforce Certified Service cloud consultant - Fast2test (choose 1 answer) 1.Use a task for an all-day event because then no time fields are needed. The goal of the site is to enable community members to access, create, and manage cases online. self-service? C. Public Knowledge How To meet these requirements, which The product manager would like to be notified whenever a customer reports a new defect. Developers can embed API calls and processes on web pages to automate call handling processes. E. A separate .csv import file is uploaded for each article type, B. In which situation is the Case Contact notified when a support representative adds a new case comment? B. Embedded Chat Service 4.Case Comment Notifications Currently, the company handles only existing customers with support issues. FALSE En kosmetisk kirurg vil at du skal ha din ideelle vekt for f en vellykket prosedyre. A. Which two actions will Universal Containers be able to perform during this window? C. Use a case assignment rule Billing data is stored in an external system containing over 20 million records. What should a System Administrator define to implement this requirement? First Call Resolution D. Salesforce Files, The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. D. Assign users to a Public Group with access to the service console app. C. Live Agent C. The specific Quick Action must be added to the Case record page. The contact, center has a dedicated support team for each product that it supports.
