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Question 1/130
Universal Containers has an upcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
Correct Answer: B,C
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- Other Question (130q)
- Q1. Universal Containers has an upcomingmaintenance window where read-only access will be avai...
- Q2. One business unit at Universal Containers has been using Service Cloud for several years. ...
- Q3. Universal containers is migrating from a legacy system to the service cloud. The company c...
- Q4. Universal Containers (UC) is currently live with Sales Cloud and in the process of impleme...
- Q5. Which case submission process leverages Apex email services?...
- Q6. Universal Containers is implementing an entitlement process tomeasure customer service lev...
- Q7. A contactcenter manager is looking for ways to overall cost per case. What Salesforce metr...
- Q8. How should a consultant provide suggested article functionality to lightning service conso...
- Q9. Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk ma...
- Q10. Universal Containers plans to migrate its existing knowledge base into Salesforce Lightnin...
- Q11. Universal containers wants to implement Omni channel within service cloud for its represen...
- Q12. UC has completed development and testing of its Service Cloud implementation and plans to ...
- Q13. Universal Containers wants to provide a more consistent service experience to its customer...
- Q14. What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)...
- Q15. Universal Containers is trying to reduce the amount of time support agents spend creating ...
- Q16. Milestones can be added towhich three object types? Choose 3 Answers...
- Q17. From any queue list view, users can take ownership of one or more cases if: (Choose 3 answ...
- Q18. Universal Containers plans to migrate data into SFDC from a legacy system. Which step shou...
- Q19. A company has created a new onboarding process. An Agent must create ten open activities t...
- Q20. Universal Containers had tech support and general customer teams that use unique service c...
- Q21. Universal Containers is setting up a field service dispatch contact center. Which function...
- Q22. Universal Containers runs a support operation with multiple call centers. The Support Mana...
- Q23. Universal Containers has defined a set of steps that each Case must go through, from submi...
- Q24. Service Console users work on dozen of cases at one time, and often need to update a case ...
- Q25. UC has discovered that the average time an agent takes toresolve a case has increased. Wha...
- Q26. Universal Containers wants to implement Knowledge to assist agents with the resolution of ...
- Q27. Universal Containers has recently implemented a Customer Community to allow its customers ...
- Q28. All of the following objects may have a queue EXCEPT:...
- Q29. Universal Containers runs a support operation with multiple call centers. The Support Mana...
- Q30. Universal container support manager wants to share product specific information with their...
- Q31. Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and Firs...
- Q32. Which support channel requires the smallest amount of agent work time?...
- Q33. You're working on a sales presentation for your customer - universal paper, you might want...
- Q34. Which native Service Cloud solution is used for case satisfaction surveys?...
- Q35. Universal Containersrequires that users have the ability to view specific cases, as determ...
- Q36. Ifa Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the ca...
- Q37. Universal Containers is using the Lightning Service Console for managing cases and wants t...
- Q38. Universal containers wants to assign support agents to handle only specific interaction ch...
- Q39. Universal Containers (UC) wants to schedule for repair service when an agent is unable to ...
- Q40. What is a business continuity challenge in a cloud-based contact center that operates 24/7...
- Q41. A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resol...
- Q42. A report shows average time spent by agents to resolve cases. Nine of twelveagents spend a...
- Q43. A consultant has been hired to integrate a client's phone system with the Salesforce Servi...
- Q44. Which two configuration steps are required before Quick Actions can be used in Macros? Cho...
- Q45. What are two benefits of deploying Knowledge in Customer Communities?...
- Q46. Universal Containers is implementing a Knowledge Base and wants to empower certain manager...
- Q47. A Contact Center Manager is implementing a new customer care program and wants to specific...
- Q48. Universal Containers has implemented Service Cloud in its call center and wants to integra...
- Q49. Due to a recent product recall, Universal Containers has experienced a 50% increase in dai...
- Q50. Universal Containers wants to reduce the volume of calls into their Product Support Contac...
- Q51. Universal Containers wants to notify Support Managers when a new case has been untouched f...
- Q52. A company frequently has issues with customers that need complex, hands-on technical suppo...
- Q53. Universal Containers recently rolled out a Salesforce Knowledge implementation; however, u...
- Q54. Which two areas can an Administrator make Open CTI features available to users when buildi...
- Q55. Universal Containers CFO is looking for ways to reduce contact center costs. Which custome...
- Q56. A company provides customer support for new products and for routine maintenance of existi...
- Q57. Universal Containers wants to be able toassign cases based on the same criteria they use f...
- Q58. Universal containers want to identify potential delays in the customer support process. Wh...
- Q59. Which feature should a consultantconfigure to allow global service reps to call customers ...
- Q60. The Vice President (VP) of Customer Support for Universal Containers has issued a mission ...
- Q61. Using Import Wizard, how many Asset records can you import at a time?...
- Q62. Universal Containers initiates cases based onelectronic transmissions from power units. Th...
- Q63. UC is creating an inbound customer supportcontact center to handle questions about using i...
- Q64. Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Ch...
- Q65. Universal Containers requires a scheduling solution that will allow Managers to coordinate...
- Q66. In order to satisfy the internal Enterprise Security requirements, Universal Containers wo...
- Q67. Universal Container's customers like speaking to a live support agent on complex product i...
- Q68. Universal Containers is training a new set of Service Reps. Part of the training includes ...
- Q69. Universal containers are developing a business continuity plan for their contact center. W...
- Q70. Universal Containers wants to provide its resellers a secure portal where they can manage ...
- Q71. Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and Firs...
- Q72. A customer isplanning a Service Cloud implementation. The customer's current database has ...
- Q73. Universal Containers requires that a case is logged for every incoming support call. Each ...
- Q74. What are two design considerations for a Live Agent implementation? Choose 2 answers...
- Q75. Universal Containers' support team requires its customers to submit their support inquirie...
- Q76. Universal Containers (UC) hired in an expansion of the contact center. Getting agents up t...
- Q77. What key metric should a contact center manager use to evaluate the effectiveness of a new...
- Q78. Which of the following utilize the "Automated Case User" (Choose 3 answers):...
- Q79. The contact center at universalcontainers wants to increase its profit margins by promotin...
- Q80. Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers...
- Q81. Which system would a contact center integrate with in order to provide field service agent...
- Q82. Which solution can be used to improve call deflection?...
- Q83. Universal Containers wants to track customer satisfaction (CSAT). Which solution will auto...
- Q84. A contact center manager wants to measure the impact of a new customer care program. What ...
- Q85. Universal Containers wants to create a process to verify that customers are eligible for s...
- Q86. Universal Containers (UC) wants to implement Service Cloud usingAgile methodology. How sho...
- Q87. Which task should be included in a business continuity plan for a contact center? Choose 3...
- Q88. UC is initiating a program to improve customer satisfaction. As part of the program, custo...
- Q89. Which two configuration steps are required before Quick Actions can be used in Macros? Cho...
- Q90. Which statements are true regarding a prebuilt Salesforce computer telephony integration (...
- Q91. UC'ssupport team requires its customers to submit their support inquiries via free form em...
- Q92. A manager has noticed an increase in average case age. This is negativelyimpacting custome...
- Q93. A company would like to implement a solution that would hold service reps accountable to c...
- Q94. UC wants to provide its 20 million customers with a portal where they can: Submit inquires...
- Q95. A case has not been closed even after 30 days, but those cases can be closed in 7days. Wha...
- Q96. A company is changing its case management system to Salesforce. All active accounts, conta...
- Q97. To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact cente...
- Q98. The Universal Containers' customer support organization has implemented Knowledge Centered...
- Q99. Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesfor...
- Q100. Universal Containers' contact center would like to measure and communicate case escalation...
- Q101. Universal Containers has a single contact center that handles all service requests includi...
- Q102. Whensupport agents are working on a case, the support manager at universal containers want...
- Q103. Universal Containers would like for article to be different channel for social interaction...
- Q104. For which purpose should a contact center use Visual Flow?...
- Q105. A manager has noticed an increase in average case age. This is negatively impacting custom...
- Q106. Universal Containers purchased Knowledge and would like to implement it as soon as possibl...
- Q107. Univeral Containers is designing a contact center that will store 20 million cases. Of tho...
- Q108. UniversalContainers wants to deploy Live Agent as a new support channel, and wants its Sup...
- Q109. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?...
- Q110. Customer support agents want the ability to view customer related information along with c...
- Q111. Whatcan universal containers do to reduce costs and immediately improve contact center age...
- Q112. Which technology will allow aclient to enable ideas on a public website? There are two cor...
- Q113. UC has a telemarketing contact center with agents who cold-call prospects and follow-up on...
- Q114. Field engineers often need to access current inventory levels of products thecustomer has ...
- Q115. Universal Containers wants to reduce incoming support phone call volumE. What action can b...
- Q116. Universal containers customer support management wants to provide proactive communication ...
- Q117. Universal containers is planning to provide different levels of support to customers in or...
- Q118. Universal Containers has built a custom Visualforce page called "Knowledge" that is used i...
- Q119. Universal Containers wants to ensure the contracted service level requirements for its cli...
- Q120. Universal Containers allows Agents to work remotely using a company -provided laptop, but ...
- Q121. What metrics should a contact center manager consider to measure adoption of Salesforce Kn...
- Q122. Which solution should a consultant recommend?
- Q123. Universal Containers has basic field service requirements and has not yet deployed the Ser...
- Q124. Universal Containers wants to be able to assign Cases based on the same criteria they use ...
- Q125. Support engineers need to see a complete chronological list of field edits to a case, asso...
- Q126. UCs is implementing Salesforce Knowledge at its contact center. The contact center has a d...
- Q127. A Service Manager has recently implemented Salesforce Knowledge. Which three metrics shoul...
- Q128. Universal Containers will be launching a telesales contact center. What should be consider...
- Q129. Universal Containers is launching a full line of new products and Service Cloud should sup...
- Q130. What is thecapability of case feed?
