A. The average attachment size was 34 MB. A. Which approach should the Consultant use for data migration? C. Number of articles associated to cases.E Fast2test doesn't offer Real Microsoft Exam Questions. B. 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? The goal of the site is to enable community members to access, create, and manage cases online. The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process. Number of Chatter files attached to cases. Choose 2 answers, Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Use escalation rules for notifications and case teams to monitor cases. A. (og kanskje en plitelig kjr) Skriv ned alle grunnene til at du tenker p gjre dette. Agents will be trained in one or two of the new support methods, in addition to voice support. D. Switch from case feed to standard detail pages using a console component. 4.Case Escalation Notifications. D. Support Types. D. Implement Salesforce Knowledge on a portal, UC is creating an inbound customer support contact center to handle questions about using its products. C. Enable social profile and add assignment rules to the case object Choose 2 D. Create an org development model. Add the Knowledge tab to the Console app. Use the Lightning Knowledge Migration Tool and choose 'include files'. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. B. A System Administrator enables Case Feed Actions and Feed Items in Support Settings. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . Assets A. Update the case assignment rule to add the site member to the predefined case team. C. Indicates the name of a group in which to place the Chatter message List of replaceable parts These cases have many identical stages and fields, however, the maintenance cases are After reviewing service console all configured features are required. A. Force.com IDE Make contact center representatives accessible 24/7 to distribute the call volume. A contact is notified when a case comment has been modified or added to a case. What should be C. Simpler and easier to configure Du br vurdere flgende nr du vurderer en mageplastikk. D. Number of content packs attached to cases. D. Partner portal Use escalation rule to send an email C. Install CTI adapter using open CTI CK is preparing to launch a public kno base for customers that will have 2,500 articles. Viktige detaljer inkluderer tidligere problemer eller klager fra pasienter og ansatte som bruker anlegget. A. File Types Universal Containers has millions of customers in Salesforce, but only a very small percentage have UC wants to reduce incoming support phone call volume. Community and plans to allow customers to be authenticated users to increase self- service rates. Copyright 2014-2023 CertsTopics. A. How should a Consultant provide Suggested Article functionality to Lightning Service Console users. B. B. Update case data for a customer. 2.Assignment Rules and Queues D. To automate business processes for agents who troubleshoot customer support issues via phone. C. The Customer is shown the new Representative's Name. Create a report using the Case Snapshot report type. 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 . B. Java Language Specific Toolkit In which order should the data be migrated? FALSE WebThe Support Manager at Universal Containers is getting inaccurate agent performance reports. B. Chatter Questions Create Knowledge Articles and publish internally and publicly. 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. B. E. A separate .csv import file is uploaded for each article type. Options: A. How should the administrator accomplish this task? A. Please check this URL. by Salesforce Actual Free Exam Which two reports should the contact center manager present to executive management? know the amount of time that cases have spent within each status during their lifecycle. C. Number of lead referrals documents under 25 MB by the customer. A. Auto-response rules let you automatically send email responses for case submissions based on the record's attributes. WebUniversal Containers is launching a full line of new products and Service Cloud should support the following requirements: Agents need to collaborate with other teams. E. Assign users to a call center, A Company sells two products, each with its own maintenance schedule. Number of new customers added C . Create a report that display the # of articles searched during the past 2 months Standard Email-to-Case with assignment rules, Lightning Email with web routing prioritization, Standard Web-to-Case with assignment rules, Copyright 2014-2023 Certensure. 1.Cases will use Feed Layouts rather than standard Page Layouts. Er du redd for f plastisk kirurgi p grunn av hva andre vil si? service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. A. The contact, center has a dedicated support team for each product that it supports. Data Cleansing Enable the "Access Recent Items" user permission on the user profiles. B. Activate quick text taken before performing the migration of the data (Choose 2)? How can this Universal Containers (UC) has deployed a call center using open CTI. B. C. Import payment data into Salesforce and add to the contact page layout related list Set article Org Wide Default to Public ReadWrite. Define criteria-based record page components. choose 2 options Salesforce Knowledge search query with no results. Use escalation rules to assign the case to a case queue The company wants standardized contact center processes and reporting implemented in its centers worldwide. Visual Studio Code and change sets The average attachment size was 34 MB. 1.Use a task for an all-day event because then no time fields are needed. Universal Containers (UC) wants to automate the process of case creation. B. C. Add the Knowledge Component to the Service Console. Attachments and .html files must be referenced in a corresponding .zip file Agents do not want to maintain separate login sessions for Salesforce and (choose 1 answer) Requirements gathering sessions have resulted in a large set of required WebUniversal Containers wants to measure the efficiency of its contact center. A. Currently, the company handles only existing customers with support A. Normalize database underske sykehuset der operasjonen skal utfres er et utmerket trinn i beslutningsprosessen. What is the recommended case deflection solution? Assignment rules automate support processes. A knowledge management system More than 1 year has passed since last update. B. 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. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Create case teams to help groups of people work together to solve cases. C. The Case Feed On a new tab in the agent's browser Which approach should a An App builder needs to create a relationship between the project object and the related client Account record. C. Assign users the Service User license on their User record. Each Article Record Type must be in a separate CSV. A. Use workflow rules to send an email to the customer What key metrics can be expected to improve following the CTI implementation? After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Have agents provide Customers with Community registration instructions when working a case. 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. vite om prosedyren, risiko, fordeler og kostnader er viktig, og denne artikkelen kan hjelpe deg med sprsmlene dine. Which two configuration steps are required before Quick Actions can be used in Macros? Which approach should a consultant Nr du vurderer kosmetisk kirurgi, vil du vre sikker p at kirurgen du bruker er kompetent. Choose 3 answers The company C. Average handling time and first call resolution time C. Use a case assignment rule What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer? One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer. Enable templates for written responses. Ties the Chatter message to a topic All rights reserved. 2.Case Feeds will no longer be hidden on standard Page Layouts. B. C. Each article must be associated to an article type This allows users to view the list alongside the case view in the console 4.Configure a default value for the Case Owner field. The company wants an easy way for users to find relevant articles based on their location and product. B. Number of E. Number of sales queues, B. Which two recommended techniques should be utilized? Unique page layouts for each Case Record Type The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. 2.A Default Case Team on each Account record However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. Universal Containers wants to let its customers interact real-time with support agents from their 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. D. Knowledge articles created by call center agents. The product development team needs to be alerted on high-priority cases for specific products. Lightning Service Console Which two recommendations should a Consultant suggest to help decrease customer wait times? A. B. D. A Custom Component, Which configuration item must be created when implementing Lightning Knowledge? B. Leverage Live Agent for web-based chat Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. A. Have agents manually create Users when Community access is requested by Customers. Flere detaljer p Fornebuklinikken, Norges frste ekspertisesenter for kosmetisk kirurgi. Access to custom objects The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. B. Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. Which three recommendations should a consultant make to meet this requirement? B. Hvis du er det, er det veldig viktig sette seg ned med deg selv. 1.Cases will use Feed Layouts rather than standard Page Layouts. A Service Representative transfers a Live Agent Chat to another Representative. D. The specific quick action must be added to the case record Type. C. Measure & reward agents based on the # of new articles submitted for approval, What is the capability of case feed? What are two key considerations for this integration? Contact. Choose 2 answers. Universal Containers wants to implement a customer service community. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience. A. WebUniversal Containers created a new custom object to track Inventory items. D. Time to Answer, A. C. Communicate updates to end user. Universal Containers has Technical Support and general Customer Service teams that use unique f kosmetisk kirurgi er en populr lsning;du er ikke den eneste med denne interessen. D. Review existing cases for an account. A. C. Approval Processes Choose 2 answers A. Case feed layout actions do not allow for self-service. B. Instead, UC wants an external system be notified of the error. requirement? Auto-response rules let you automatically send email responses to lead or case submissions based on the record's attributes. Now any cases that havent been closed in 5 hours are assigned to the right person. Manager use to measure the success of the implementation? ANSWER Which two solutions should a Consultant recommend to correct this problem? We offer learning material and practice tests created by subject matter experts to assist and help learners prepare for those exams. Tips For Hvis Du Planlegger F Kosmetisk Kirurgi, Enkle Tips For De Som Tenker P Kosmetisk Kirurgi. Hire contact center representatives that specialize in each of the product categories. Communities An enterprise resource planning system The Support Manager wants to measure first-call resolution by call center location, agent, and calendar Change the org-wide default for cases and contacts internal access to private. What should be used for migration functionality? A manager has noticed an increase in average case age. Assign users a permission with access to the service console app Create an email template to send articles as PDF attachments. E. Number of successful keyword searches. Attachments and .html files must be referenced in a corresponding .zip file Article Record Types must be created before the import. B. On-demand email to case with sites B. Which factor should a Consultant consider as part of the migration strategy? De fleste prosedyrer handler bare om en forbedring i forhold til hvordan du allerede ser ut, og vil ikke skape et nytt ansikt. Set up a Salesforce Customer Community that will allow customers to create cases online. and last modified date. Assignment rules automate support processes. A. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. 4.All Case buttons will be converted to Actions in the Case Feed. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario? Assignment rules automate support processes. For vre en god kandidat for denne typen prosedyrer, br du vre nr optimal kroppsvekt. D. Knowledge Base measure customer loyalty. The company wants standardized contact center processes and reporting implemented in its centers worldwide. This is negatively impacting customer satisfaction. Salesforce C. Enable the "History" component within the Salesforce Console for Service. A Service Representative transfers a Live Agent Chat to another Representative. What should the consultant do to overcome this? 3.The System Administrator enables Case Comment Notification to Contacts. Fast2test material do not contain actual Business Architecture Guild Exam Questions or materials. Customer Community D. To automate business processes for agents who troubleshoot customer support issues via phone. Our Working Time: ( GMT 0:00-15:00 ) From Monday to Saturday. Fast2test material do not contain actual Oracle Exam Questions or materials. For which purpose should a contact center use visual workflow? Classic Knowledge C. Utility Bar First Call Resolution Each group's manager would like a report on their agents" daily call volume, including related case and contact information. Which configuration action should be performed to ensure every Case gets assigned to a valid Owner? Which two solutions should a Consultant recommend to correct this problem? D. A third -party mobile application platform, A. Assign users to a Permission Set granting the Service User license. productivity choose 2 What solution should the consultant recommend to meet this request? by Salesforce Actual Free Exam updates for check-ins and refinement. Create a report using the Case Age report type. 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, Du trenger ikke svare p andre, men du vil fle deg tryggere p din beslutning. 3.Case Feed Layout Actions C. Create a custom report for Knowledge Articles that filters the results based on publication status ADM-261 by Salesforce Actual Free Exam Questions And A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. E. A separate .csv import file is uploaded for each article type, B. Support Managers are noticing that many Agents are forgetting to perform this step. B. UC has created permission sets granting access to object and fields in one of its sandboxes. center agents should only be able to view articles for the product they support. A. Email to Case C. Net Promoter Score D. Number of attempts to contact. Question 2 1.The Support Representative posts the comment to the Case Chatter Feed. D. Agent skill-based routing and predictive dialer, A. used for migration functionality? ANSWER Require agents to check a box on case when submitting a new suggested article Microsoft, Azure, Windows, Windows Vista, and the Windows logo are registered trademarks of Microsoft Corporation. computers and mobile devices. Choose 3 answer sjekke kirurgen n kan spare deg for mye sorg senere. C. Create a custom report for Knowledge Articles that filters the results based on publication status Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). Setting up Web-to-Case involves enabling the feature, choosing settings, and adding the Web-to-Case form to your website. Currently, the company handles only existing customers with support issues. Users, accounts, contacts, cases Number of published article views. D. Access to Knowledge Articles, B. Enable the list to be pinned in the console. D. Write an Apex trigger that deletes one case each time a new case is created. Customer Satisfaction D. Field Service What solution should a consultant recommend to meet this requirement? 3.Create a Workflow Rule that checks for a blank Owner field.