D. On the Highlights Panel of a Primary tab, A. Define criteria-based record page components. customized code to accomplish this. C. Number of articles associated to cases.E Which step should be C. Number of lead referrals 1.A Default Case Team on each User's record Which configuration option should be verified? B. The company Access to custom objects D. On Demand Email to Case, Universal Container wants to measure the efficient of its Contact Center. ANSWER Number of knowledge articles in each data category. D. Service-Level Measure, Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC does NOT want to use any Now any cases that havent been closed in 5 hours are assigned to the right person. How should the consultant meet this requirement? B. On-demand email to case with sites Create a report that display the # of articles searched during the past 2 months B. C. Scheduled Reports Use auto response rule to send an email Add custom visual force pages to the case feed page layout. improving KPIs, CK wants to know where to focus its efforts next. Migrate a test deployment to a staging environment for a smoother real-life experience. Which two recommended techniques should be utilized? B. A. Universal Containers wants to implement a customer service site. What is the appropriate publish/subscribe logic to meet these requirements? Which two metrics are useful for identifying knowledge article effectiveness? The company wants standardized contact center processes and reporting implemented in its centers worldwide. D. Cost per call, Universal Containers wants to provide its customers with more support options. A. Milestones C. A workforce management system Contact Center management must be notified whenever an Open Case has not been touched for 24 C. Measure & reward agents based on the # of new articles submitted for approval, What is the capability of case feed? 3.Implement a Lightning Partner Community with Knowledge D. Review existing cases for an account. Prepare, Plan, Validate, Execute, Text Universal containers want to identify potential delays in the customer support process. D. Make knowledge base articles and community answers accessible on its website. D. Create a report using the Case historical trending report type, A. Which solution should a consultant C. Collapsible Sidebar Components Which approach should a consultant recommend in this scenario? What should a System Administrator define to implement this requirement? A. Assets Update the case assignment rule to add the community member to the predefined case team. Create an FAQ article type and configure the enable suggested articles option in support settings. WebUniversal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. The product manager would like to be notified whenever a customer reports a new defect. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content. Milestones can be added to which three object types? Gather customer support requests directly from a website and automatically generate new cases with Web-to-Case. 1.Configure Feed Tracking for Case Comments. Choose 2 answers Create a report using the Case Lifecycle report type. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting. How should a consultant deploy this permission set to prod? D. Knowledge Base B. Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Create a data retention plan that archives or purges Cases at regular intervals. C. Deploy in phases using countries as pilots. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. Choose 2 answers. B. For vre en god kandidat for denne typen prosedyrer, br du vre nr optimal kroppsvekt. After reviewing service console all configured features are required. 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. C. The specific Quick Action must be added to the Case record page. B. B. Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: A. What should the System Administrator use to set this up? Which reporting solution should a consultant recommend? Create a custom list view for cases, contacts, and orders and pin them to the side bar. B. Chatter Questions C. Public Knowledge Requirements gathering sessions have resulted in a large set of required CFA Institute does not endorse, promote or warrant the accuracy or quality of these questions. For which purpose should a contact center use visual workflow? A. A. On-Demand Email-to-case Universal Containers wants to allow potential customers to submit Cases for technical inquiries. service level Agreements. 2.Adding a link to a specified routing address for Email-to-Case A. A. All trademarks are the property of their respective owners and we don't provide actual questions from any vendor. 3.Automated Notifications and Groups Choose 3 answers Options: A. Prioritize executive requests. B. service cloud instance answers How should this be accomplished? 3.Enable Case Comment Notification to Contacts. C. Utility Bar E. Macros, A. Create a macro to send an email with the article to the customer. ANSWER 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. WebUniversal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. recommend to meet this requirement? Get the latest business D. Send email notifications to all Customers to join the Community. When you enable case feed-specific actions and feed items, existing cases are upgraded to the case feed user interface. Use a global quick action to capture details. B. Customer order history C. The Customer is shown the new Representative's Name. Number of outbound calls per day Have agents provide Customers with Community registration instructions when working a case. C. Each article must be associated to an article type What should the consultant do to overcome this? B. Assign users to a Permission Set with access to the service console app. What should a consultant recommend to address this problem? Nr du vurderer kosmetisk kirurgi, vil du vre sikker p at kirurgen du bruker er kompetent. Level of contracted support Process Builder Scheduled Actions 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. Er du redd for f plastisk kirurgi p grunn av hva andre vil si? Set up Milestones. B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. Create a report using the Case Lifecyle report type, B. opened support cases in the past. Visual Studio Code and change sets Choose 3 answers A. What solution should the consultant recommend to meet this request? 3.Case Feed Layout Actions D. Total cases created, B. Choose 2 answers Territory management and teams make it easy for your sales team to structure Salesforce data the way sales territories are structured. (choose 2) Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. answers D. Number of attempts to contact. Communities A. Assignment rules automate support processes. Enable agents to create their own personal articles. D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray. Number of closed cases D. Set up a sharing set to grant access based on the site member's contact record. D. Partner portal B. B. A. Hvis du tror at kostnadene for kosmetisk kirurgi er for hye i USA, br du vurdere gjre operasjonen i India eller Mexico. Automatic call distributor and interactive voice response Bulk Data Transfer API 4.Configure the Case Auto-Response Rules. C. Visual Workflow, data loader, and Force.com IDE Assign users to a Permission Set with access to the service console app. B. A. On-demand email to case C. Assign users a sharing rule with access to the service console app Percent of cases closed with an attached article WebUniversal Containers created a new custom object to track Inventory items. B. Attachments and .html files must be referenced in a corresponding .zip file FALSE 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? D. Quick Actions must be enabled in the org. How can a consultant automate the use of suggested articles to accomplish this goal? Billing data is stored in an external system containing over 20 million records. Create a report that display the # of articles searched during the past 2 months 4.All Case buttons will be converted to Actions in the Case Feed. Which approach should a consultant Choose 2 answers A. Force.com IDE The agents are having problems resolving issues and have been escalating to Tier 2 for support. A. 2.Check the all-day event checkbox on the event. A. A. ANSWER 1.Create a Validation Rule based on the Created By field. D. Use assignment rules to assign the case to a case queue, A. C. Configure the case list under custom console components so users can view the list view along Choose 3 answers Which feature should a consultant recommend? B. Choose 2 B. The goal of the community is to enable community members to access, create, and manage cases online. B. D. Time to Answer, A. FALSE While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. D. Identify those cases and assign to the closure team, C. Supervisors to investigate those cases WebAt a real company, youd assign cases to a support manager or team. C. Web to Case that need to be worked on. D. Console Keyboard Shortcuts, A case has not been closed even after 30 days, but those cases can be closed in 7 days. Create a dashboard to track and manage call volumes by type. A. Which method should the consultant suggest? Validation rules verify that the data a user enters in a record meets the standards specify before the user can save the record. Create a custom web service to handle invoice inserts and updates from the billing system 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. Average Number of days to close cases D. Access to Knowledge Articles, Universal Containers is changing their case management system to Salesforce. Use Open CTI with Pop to flow to capture details. Our Working Time: ( GMT 0:00-15:00 ) From Monday to Saturday. ANSWER After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. C. Create an Entitlement Process. Which customer requirement would require the use of Email-to-Case? A. Universal Containers wants to implement a customer service community. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. B. Branded site The VP of Services at Universal Containers wants to reduce call center staffing. 1.Generate Web-to-Case HTML code to add to the website Viktige detaljer inkluderer tidligere problemer eller klager fra pasienter og ansatte som bruker anlegget. type of portal license would be most appropriate for the customers? they can work more efficiently. Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. Customer Satisfaction All active accounts,contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for golive. Which three items, at a minimum, must be implemented and deployed to ensure success? FALSE C. Email to case with web to case Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. C. Create a custom report for Knowledge Articles that filters the results based on publication status Article Record Types must be created before the import. Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements. Which approach should the Consultant use for data migration? Choose 2 answers Which Knowledge dashboard should a consultant use? Accounts, contacts, cases, users 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. Lightning Service Console Verify that users have access to the Chat buttons. Create a report using the Case age report type used for migration functionality? Tips For Hvis Du Planlegger F Kosmetisk Kirurgi, Enkle Tips For De Som Tenker P Kosmetisk Kirurgi. Choose 2 answers Use a validation rule Streamline the agent interface. C. Each article must be associated to an article type What is the recommended method to consistently capture new caller details? B. What solution should the consultant recommend to meet this request? 4.A Workflow Rule to add the Case Team Hvis du er det, er det veldig viktig sette seg ned med deg selv. Data Cleansing Which feature should a Consultant use to meet this requirement? Kostnadene er ofte drastisk lavere. Create an FAQ article type and enable the submit articles feature on the case close page layout. A. The Social Feed 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. ANSWER D. Keyboard Shortcuts. C. Opportunities per channel D. To automate business processes for agents who troubleshoot customer support issues via phone. Leverage Live Agent for web-based chat Assignment rules automate support processes. E. Assign users to a call center, A. Configure call center definition Which solution should a consultant recommend? Du kan ha ls hud rundt mageomrdet forrsaket av graviditet eller raskt vekttap. Ties the Chatter message to a topic 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? B. Java Language Specific Toolkit Choose 3 answers B. A. Checking the all-day event checkbox sets the start and end times for 24 hours. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case All rights reserved. This automatically assigns a user or queue to all cases that don't match any case assignment rule entries. Agents do not want to maintain separate login sessions for Salesforce and 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. C. The Case Feed B. Chatter Questions Which reporting solution should be recommended? WebAgents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. The Customer does not know they were transferred. Number of cases A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Universal Containers wants to be able to assign cases based on the same criteria they use for chat . Require agents to check a box on case when submitting a new suggested article Choose 2 answers, Service Console case creation configuration. 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. A System Administrator enables Case Feed Actions and Feed Items in Support Settings. Please check this URL. A. A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as, password resets and order inquiries. Du trenger ikke svare p andre, men du vil fle deg tryggere p din beslutning. Support Processes A Service Manager has recently implemented Salesforce Knowledge. Choose 2 answers. A. B. Assign users a permission with access to the service console app Indicates a clickable URL hyperlink E. Force.com Web Services API, A. Force.com Sites B. B. C. Create a sharing rule to share the contact record with the site member. B. Utilize KCS to manage Knowledge B. A. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. FALSE D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service. Configure Omni-channel to assign cases directly to Tier 2. A. Which metric, Universal Containers is implementing a CTI solution for its inbound service and support contact center. Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. This allows users to view the list alongside the case view in the console, A Contact Center Manager is implementing a new customer care program and wants to specifically Choose 2 answers, Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Create an email template to send articles as PDF attachments. 2.Auto-response Rules 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. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning 4.Ask the System Administrator to check all-day events in the Activity settings. These cases have many identical stages and fields, however, the maintenance cases are Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience. Disclaimer: 3.Implement a Lightning Partner Community with Knowledge A. A. Copyright 2023 FAST2TEST.COM. How shoud a consultant correct this problem? Automatic call distributor and interactive voice response, UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. 3.Ensure the event is scheduled for times within the Start and End of Day hours. WebUniversal Containers wants to measure the efficiency of its contact center. Their Enable the list to be pinned in the console. A Service Rep transfers a Live Agent Chat to another Rep. C. Attachment Types File Types Which configuration can a System Administrator implement to address this concern? B. Tag another chatter user Choose 2 C. Add Live Agent to public-facing sites D. Cost per call 4.The System Administrator configures the Case Auto-Response Rules. C. Install CTI adapter using open CTI D. Knowledge Base Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types. 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. A client's Support Call Center has seen an increase in call volume on a new product line. D. Article Types, Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. Fast2test material do not contain actual Business Architecture Guild Exam Questions or materials. Which method should a consultant recommend for importing this data into universal containers self-service? Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Case feed layout actions do not allow for self-service. In which situation is the Case Contact notified when a support representative adds a new case comment? B. UC's service center needs to provide support for a new product line. (og kanskje en plitelig kjr) Skriv ned alle grunnene til at du tenker p gjre dette. D. Number of cases escalated 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. Import payment data into Salesforce and add to the contact page layout related list A. ANSWER choose 2 options Quick Actions must be enabled in the org. How should a consultant deploy this permission set to prod? D. Create a custom list view for Knowledge Articles that filters the results based on publication status D. Sites, UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. C. The specific quick action must be added to the case Feed. UC has created permission sets granting access to object and fields in one of its sandboxes. 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. The goal of the site is to enable community members to access, create, and manage cases online. Choose 2 answers A. Universal Containers (UC) has deployed a call center using open CTI. Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management . Contact. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. WebOur service is provided at no cost to the crematory. B. Change the org-wide default for cases and contacts internal access to private. (choose 1 answer) 3.A Case Assignment Rule to associate the Case Team Etter litt underskelser kan du finne ut om kosmetisk kirurgi er for deg eller ikke. 2.Adding a link to a specified routing address for Email-to-Case 4.All Case buttons will be converted to Actions in the Case Feed. 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. B. Universal Containers allow customers to contact agents through phone and chat. 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. We offer an ethical and environmentally safe recycling method. unique and have additional stages and fields that need to be captured. Oracle and Java are registered trademarks of Oracle and/or its affiliates. D. On the Calendar right hand panel. Average number of days to close cases E . B. Update case data for a customer. Number of leads created C. Use auto-response rules to send an email to the customer Instead, UC wants an external system be notified of the error. D. Use a workflow rule to send an email to the product manager, D. Use a workflow rule to send an email to the product manager, A company has a requirement to keep all emails behind their firewall, they have 200 agents. C. On the footer of the Lightning Console, Universal containers is trying to reduce the amount of time support agents spend creating cases. Support Managers are noticing that many Agents are forgetting to perform this step. 4.Auto-responses Rules and Profiles Checking the all-day event checkbox sets the start and end times for 24 hours. and last modified date. Create a report using the Case Snapshot report type. closed. All certification brands used on the website are owned by the respective brand owners. 1.Cases will use Feed Layouts rather than standard Page Layouts. C. Case closure rules on the original case. this best be achieved? B. Options: A. The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process. E. Number of sales queues, B. ANSWER D. Number of content packs attached to cases. Create a case escalation rules to route high-priority cases directly to supervisors for resolution. B. How answers. Du kan ha ls hud rundt mageomrdet forrsaket av graviditet eller raskt vekttap. There are two correct D. Data loader, change sets, and Force.com Excel Connector. Choose 3 answers D. Milestone Actions, The Service Desk at Universal Containers is considering implementing a Service Console and is B. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management. Classic Knowledge Which two of the following should an administrator configure? 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. Define a default case owner to automatically assign a user or queue to all cases that don't match any case assignment rule entries. Fast2test doesn't offer Real Certiport Exam Questions. Create a report using the Case Lifecycle report type. What is the recommended case deflection solution? Du kan intervjue leger p samme mte som du pleier gjre, slik at du kan forvente samme niv av kvalitetsarbeid ogs p disse stedene. What metric can the manager use to measure the adoption of Knowledge? (choose 1 answer) D. One .csv import file is uploaded for all article types B. Service Console applications. Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers Dynamic list updates Click Save. C. Self-service portal Number of outbound calls per day Which two solutions should a Consultant recommend to correct this problem?

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