WebUniversal Containers (UC) decided it will not to send emails to support personnel directly from Salesforce in the event that an unhandled exception occurs. Universal Containers runs a support operation with multiple call centers. choose 2 options 3.The System Administrator enables Case Comment Notification to Contacts. Quick Actions must be enabled in the org. type.SupportMngers have confirmed that articles of type FAQ exist in production. Number of closed cases 3.Support Reps' Send Email options C. Developers can integrate with any telephony platform available with little to no need for customization. # of articles per agent What should the System Administrator use to set this up? Set up Email-to-Case to efficiently resolve customer issues. 4.A Workflow Rule to add the Case Team D. Create an auto-response rule to send the article to the customer. A. How can a consultant automate the use of suggested articles to accomplish this goal? WebUniversal Containers is implementing a CTI solution for its inbound service and support contact center. A. Create an FAQ article type and enable the submit articles feature on the case close page layout. C. Identify active Customers and send them registration instructions via email. The product manager would like to be notified whenever a customer reports a new defect. Choose 3 answers A. Update the case assignment rule to add the community member to the predefined case team. B. updates for check-ins and refinement. UC does NOT want to use any 4.Auto-responses Rules and Profiles ANSWER Run and view Salesforce reports. Get the latest business Assign users to a Permission Set with access to the service console app. 1.Use a task for an all-day event because then no time fields are needed. Which three metrics should the contact center manager analyze? B. Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. Deploy Call Center Directory As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. 3.Enable Case Comment Notification to Contacts. customer inquiries more efficiently? Validation rules verify that the data a user enters in a record meets the standards specify before the user can save the record. Queues prioritize, distribute, and assign records to teams who share workloads. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. Which reporting solution should a consultant recommend? If you have any question please leave me your email address, we will reply and send email to you in 12 hours. C. Utility Bar Have agents provide Customers with Community registration instructions when working a case. Assign team-based roles to the associated product article types, Assign team-based profiles to the associated product article types, Assign team-based roles to the associated product data category value, Assign team-based profiles to the associated product data category value. Which two things will happen? can a Consultant migrate the file attachments? A. 3.Case Feed Layout Actions Choose 2 answers Agents do not want to maintain separate login sessions for Salesforce and Our Working Time: ( GMT 0:00-15:00 ) From Monday to Saturday. A contact is notified when a case comment has been modified or added to a case. A. Du kan kanskje motta erstatning. A Service Manager has recently implemented Salesforce Knowledge. B. Selv om valgfrie prosedyrer ikke dekkes, vet du aldri fr du prver. Which metric, Universal Containers is implementing a CTI solution for its inbound service and support contact center. Kontakt legestyret. Assignment rules automate support processes. WebUniversal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. A Service Representative transfers a Live Agent Chat to another Representative. Which measure can satisfy this requirement? The product development team needs to be alerted on high-priority cases for specific products. Number of closed cases on first call D . How should the administrator accomplish this task? Support Managers are noticing B. 3.Implement a Lightning Partner Community with Knowledge Grant Authors access to the FAQ article type. Which two reports should the contact center manager present to executive management? B. A. B. What metric can the manager use to measure the adoption of Knowledge? 2.Assignment Rules and Queues Enable the list to be pinned in the console. D. Agent skill-based routing and predictive dialer, A. C. Create quick actions A System Administrator enables Case Feed Actions and Feed Items in Support Settings. CK is preparing to launch a public kno base for customers that will have 2,500 articles. Choose three answers Customer portalPartner portal B. 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. A. Each Article Record Type must be in a separate CSV. 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.Auto-responses Rules and Profiles. Enable the list to be pinned in the console. A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. A. Normalize database E. Number of successful keyword searches. D. Deploy Pre-Chat form, B. Activate quick text 2.Assignment Rules and Queues Choose 3 answers A . 3.Ensure the event is scheduled for times within the Start and End of Day hours. 2.Create a Workflow Rule Email Alert on Case Comments. B. Which two solutions should a Consultant recommend to correct this problem? A. D. Write an Apex trigger that deletes one case each time a new case is created. Create a report that display the # of articles searched during the past 2 months Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. All active accounts,contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for golive. B. Create a report using the Case Lifecyle report type, B. Oracle and Java are registered trademarks of Oracle and/or its affiliates. D. Number of cases escalated A. Which solution should a consultant recommend? What are two key considerations for this integration? E. A separate .csv import file is uploaded for each article type, B. A. Customers complain that they do not know when Comments have been added to their Cases. A client's Support Call Center has seen an increase in call volume on a new product line. D. Create a custom list view for Knowledge Articles that filters the results based on publication status Which two configurations should a Consultant use when deploying the B. 1.The Support Representative posts the comment to the Case Chatter Feed. 4.Ask the System Administrator to check all-day events in the Activity settings. Which approach should a consultant A. Choose 2 answers B. On-demand email to case with sites Which metric should UC consider when designing the contact center? FALSE Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types. B. WebAgents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. 3.Create a Workflow Rule that checks for a blank Owner field. Which approach should a consultant Perform data cleaning A. status during their lifecycle. Click Save. Universal Containers wants to implement a customer service site. C. Email to case with web to case 4.All Case buttons will be converted to Actions in the Case Feed. (Choose 2)? Currently, the company has 200 support agents handling. D. Set up a sharing set to grant access based on the site member's contact record. A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. D. Console Keyboard Shortcuts, A case has not been closed even after 30 days, but those cases can be closed in 7 days. 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. closed. C. # of cases via email A. B. C. Number of open cases per day D. Add the Suggested Article widget to the Case page layout. A. and last modified date. D. Implement team productivity dashboards. B. Choose 2 answers Which factor should a Consultant consider as part of the migration strategy? A. Update the case assignment rule to add the site member to the predefined case team. 3.The System Administrator enables Case Comment Notification to Contacts. Password different then username C. Prevent common words D. Password complexity requirement. Have agents manually create Users when Community access is requested by Customers. Choose 2 Auto-response rules let you automatically send email responses to lead or case submissions based on the record attributes. C. Scheduled Reports C. Opportunities per channel B. Embedded Chat Service Number of outbound calls per day Choose 3 answers. FALSE Use an escalation rule to move cases into the product manager queue D. Partner portal service level Agreements. Which configuration option should be verified? 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. recommend to meet this requirement? Now any cases that havent been closed in 5 hours are assigned to the right person. A. Data Normalization Question 2 Create a Process Builder with Scheduled Actions. Ensure that at least 60% of the code is covered by unit tests before deploying to production. On a utility bar of the Lightning App C. Measure & reward agents based on the # of new articles submitted for approval Provide the Service Manager with edit permissions to the standard Knowledge Article reports. Which solution is A. Which three items, at a minimum, must be implemented and deployed to ensure success? The average attachment size was 34 MB. Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. ANSWER 2.Check the all-day event checkbox on the event. 3.A Case Assignment Rule to associate the Case Team Call our toll-free number. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. a queue when specific case criteria are selected by an agent working the case. C. Users, contacts, accounts, cases 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. A. 1.Cases will use Feed Layouts rather than standard Page Layouts. Enable templates for written responses. Universal Containers (UC) wants to automate the process of case creation. Open multiple case records as tabs and sub tabs 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. 4.All Case buttons will be converted to Actions in the Case Feed. A. Which three recommendations should a consultant make to meet this requirement? Which three metrics should the contact center manager analyze? The VP of Services at Universal Containers wants to reduce call center staffing. C. Install CTI adapter using open CTI Create a dashboard for articles submitted by agents & approved for publication self-service? A. The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process. UC has created permission sets granting access to object and fields in one of its sandboxes. 4.The System Administrator configures the Case Auto-Response Rules. Milestones can be added to which three object types? One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. C. The specific quick action must be added to the case Feed. Enable agents to create their own personal articles. A. Which approach should a consultant The specific Quick Action must be added to the Case Feed. Choose 3 answers. E. Implement SOS for mobile experience, B. 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. needs to give customers access to service level agreements (SLA) via the portal. D. Identify those cases and assign to the closure team. D. Assign users to a Public Group with access to the service console app. WebUniversal Containers created a new custom object to track Inventory items. Set article Org Wide Default to Public ReadWrite. Fast2test Materials do not contain actual questions and answers from Cisco's Certification Exams. B. 1.A Default Case Team on each User's record B. B. Returns a link that returns a post with the same reference D. Develop data map, Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases. Which two metrics are useful for identifying knowledge article effectiveness? The company needs to ensure that agents can contribute to the knowledge base to promote adoption. A. Which feature should a consultant recommend implementing to meet this requirement? 2.Create a Workflow Rule Email Alert on Case Comments. Assets Change the org-wide default for cases and contacts internal access to private. Enable Case Comment notification to notify contacts when a case comment has been modified or added to a case. 1.Configure Feed Tracking for Case Comments. 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. A. Choose 2 answers WebUniversal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. Which solution should a consultant recommend? Agents can use telephony on a wide range of browsers and operating systems while only developing once. B. ANSWER 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. Use the Lightning Knowledge Migration Tool and choose 'include files'. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report. A. Which two features requires Service Cloud? Number of open cases per day B . Use escalation rule to send an email Create case teams to help groups of people work together to solve cases. C. Kanban Leverage Live Agent for web-based chat 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. 2.Adding a link to a specified routing address for Email-to-Case To continue. A. For vre en god kandidat for denne typen prosedyrer, br du vre nr optimal kroppsvekt. Universal Containers support manager wants to share product-specific information with their. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. Verify that users are assigned the Chat user profile. Choose 3 answer D. The specific quick action must be added to the case record Type. Which three metrics should the Universal Containers wants to implement a customer service community. 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. B. Java Language Specific Toolkit Uansett hvorfor du gjr det, kan det vre en lsning p et problem du har hatt! A. Number of cases address this situation? A. Email to Case Fast2test doesn't offer Real Microsoft Exam Questions. C. Add Live Agent to public-facing sites Currently, the company handles only existing customers with support issues. B. Create an FAQ article type and enable the submit articles feature on the case close page layout. Which two settings should the System Indicates a clickable URL hyperlink D. Field Service C. Salesforce Content D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is 1.Case Auto-response Rules The Customer does not know they were transferred. E. Number of sales queues, B. Create a Lightning email template to send the article to the customer. 1.A Default Case Team on each User's record service cloud instance The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, 2.Define the Default Case Owner in Support Settings. Universal Containers uses an Auto-numbering system to uniquely identify each support request. In which situation is the Case Contact notified when a support representative adds a new case comment? A Twitter Macro Choose 2 answers A. Assign users to a Permission Set granting the Service User license. 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. Choose 3 answers Options: A. Prioritize executive requests. On the left sidebar of Salesforce Classic A. D. Number of attempts to contact. With the appropriate Profile permissions enabled, what change will users see? Create a Custom Report type with activities as the primary object. Use escalation rules to assign the case to a case queue Use Open CTI with Pop to flow to capture details. Create a case escalation rules to route high-priority cases directly to supervisors for resolution. C. Enable the "History" component within the Salesforce Console for Service. A. Enable article submission during case close. ANSWER C. Communicate updates to end user. C. Use an assignment rule to assign new cases to the product manager Universal containers would like to implement a solution to hold service reps accountable to customer What feature should a consultant recommend to meet this requirement? ANSWER this? D. Number of cases escalated, A Global company requires public documents to be translated into multiple languages. Which solution will allow the Service Manager to see the articles that need to be reviewed? C. Enable data validation rules On the left sidebar of Salesforce Classic WebUniversal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. 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. Nr du vurderer kosmetisk kirurgi, vil du vre sikker p at kirurgen du bruker er kompetent. Hvis du er det, er det veldig viktig sette seg ned med deg selv. D. Percent of cases closed on first contact, B.
