Join the discussion
Question 1/130
Universal Containersrequires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
Correct Answer: B,C
Add Comments
- Other Question (130q)
- Q1. Universal Containersrequires that users have the ability to view specific cases, as determ...
- Q2. Universal Containers purchased Knowledge and would like to implement it as soon as possibl...
- Q3. A consulting firm has been retained to implement a new Service Cloud platform for a compan...
- Q4. A consultant has been hired to integrate a client's phone system with the Salesforce Servi...
- Q5. Universal Containers requires that a case status be updated 48 hours after a solution to t...
- Q6. Universal Containers support manager wants to share product-specific information with thei...
- Q7. Universal Containers is using the Lightning Service Console for managing cases and wants t...
- Q8. The Service Manager at Universal Containers is concerned that users will NOT be able to ma...
- Q9. In the telesales contact center, Universal Containers has three-step and five-step order p...
- Q10. Universal Containers wants articles to besuggested to agents based on information they are...
- Q11. Universal Containers contact center has experienced an increased number of customer questi...
- Q12. Universal Containers would like to implement Omni Channel within Service Cloud for their r...
- Q13. Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk ma...
- Q14. UC's service center needs to provide support for a new product line. The product manager w...
- Q15. Which of the following utilize the "Automated Case User" (Choose 3 answers):...
- Q16. A company frequently has issues with customers that need complex, hands-on technical suppo...
- Q17. The Universal Container's customer support organization has implemented knowledge, knowled...
- Q18. Universal Containers wants to reduce incoming support phone call volumE. What action can b...
- Q19. A customer isplanning a Service Cloud implementation. The customer's current database has ...
- Q20. Customer Support Agents are frustrated with how they interact with their current case mana...
- Q21. Using Import Wizard, how many Asset records can you import at a time?...
- Q22. UC is concerned with systemperformance in its contact center because the number of records...
- Q23. Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases....
- Q24. Universal Containers (UC) wants to implement Service Cloud usingAgile methodology. How sho...
- Q25. A company has these requirements for dealing with Cases: - Handled efficiently and by the ...
- Q26. Universal Containers is implementing an entitlement process tomeasure customer service lev...
- Q27. What metrics should a contact centermanager consider to measure adoption of Salesforce Kno...
- Q28. Universal Containers is implementing a CTI solution for its inbound service and support co...
- Q29. Universal Banking has customer support operations in both Canada and the United States. Co...
- Q30. Universal Container's agent's need to be more productive when cases. Agent want to send em...
- Q31. Universal Containers customers are encouraged to submit web cases when they find errors or...
- Q32. Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers...
- Q33. Universal Containers is implementing Salesforce Knowledge for call center agents. The comp...
- Q34. Universal Containers had tech support and general customer teams that use unique service c...
- Q35. The cost of service forUniversal Containers contact centers has steadily increased. What s...
- Q36. Universal Containers requires a scheduling solution that will allow Managers to coordinate...
- Q37. UC has discovered that the average time an agent takes toresolve a case has increased. Wha...
- Q38. Universal Containers assigns its contact center agents to certain interaction channels and...
- Q39. Auto Response rules work on which objects?
- Q40. Universal Containers runs a support operation with multiple call centers. The Support Mana...
- Q41. An outsourced contact center is losing part-time agents to a nearby contact center that pr...
- Q42. A company has a requirement to keep all emails behind their firewall, they have 200 agents...
- Q43. Universal Containers is experiencing system timeouts when running case reports. What shoul...
- Q44. Universal Containers needs to customize Salesforce to improve itsSupport Agents' experienc...
- Q45. Customers can contact Universal Appliances to report problems with their appliances within...
- Q46. Universal containers wants to assign support agents to handle only specific interaction ch...
- Q47. Universal Containers has a service level agreement (SLA) with customers that requires an a...
- Q48. UC is creating an inbound customer supportcontact center to handle questions about using i...
- Q49. Universal Containers has millions of customers in Salesforce, but only a very small percen...
- Q50. What are three best practices that should be used when deploying Salesforce functionality ...
- Q51. Which solution should a consultant recommend?
- Q52. Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers...
- Q53. The lifecycle of a Knowledge article consists of five stages. In which order does an artic...
- Q54. Which support channel requires the smallest amount of agent work time?...
- Q55. Universal Containers allows Agents to work remotely using a company -provided laptop, but ...
- Q56. A manager has noticed an increase in average case age. This is negativelyimpacting custome...
- Q57. Universal containers has implemented salesforce knowledge and the service manager wants to...
- Q58. UC has two customer service contact centers and each focuses on a specific product line. E...
- Q59. What are three considerations when adding a report chart to aConsole Component? Choose 3 a...
- Q60. To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact cente...
- Q61. Universal Containers is training a new set of Service Reps. Part of the training includes ...
- Q62. Which method can be used to route social media inquiries with Salesforce using Salesforce ...
- Q63. Universal Containers wants to provide its resellers a secure portal where they can manage ...
- Q64. Universal Containers has activated Email-to-Case functionality to allow customers to corre...
- Q65. The contact center manager at Universal Containers is concernedthat the first call resolut...
- Q66. Universal Containers (UC) wants customers to be notified by email when their issue is reso...
- Q67. What should a consultant recommend to ensure chat requests containenough information for r...
- Q68. What are two design considerations for a Live Agent implementation? Choose 2 answers...
- Q69. Universal Containers is exploring ways to provide its customers with more self-service opt...
- Q70. Which Lightning Service Console feature should be used to enable Service Reps to send emai...
- Q71. UC wants toimplement a Knowledge management process with the following requirements: It mu...
- Q72. Universal Containers' agents often need to access the same cases, contacts, and orders mul...
- Q73. A company wants to publish Knowledge articles to its Customer Community. The articles shou...
- Q74. UniversalContainers is implementing the Salesforce Service Cloud in its contact center and...
- Q75. For which purpose should a contact center use Visual Flow?...
- Q76. Universal Containers wants to be able toassign cases based on the same criteria they use f...
- Q77. Universal Containers wants to notify Support Managers when a new case has been untouched f...
- Q78. A new customer to Salesforce is considering implementing a customer portal. The customer h...
- Q79. Universal Containers is changing their case management system to Salesforce. All active ac...
- Q80. Universal Containers plans to migrate its existing knowledge base into Salesforce Lightnin...
- Q81. What is a recommended way to migrate data from an external system while ensuring that the ...
- Q82. Which method can be used to route cases from social channels?...
- Q83. Universal Containers has an upcomingmaintenance window where read-only access will be avai...
- Q84. Universal Containers has implemented Service Cloud in its call center and wants to integra...
- Q85. What key metric should a contact center manager use to evaluate the effectiveness of a new...
- Q86. UCs is implementing Salesforce Knowledge at its contact center. The contact center has a d...
- Q87. Universal Containers plans to migrate data into SFDC from a legacy system. Which step shou...
- Q88. The Service Desk at Universal Containers is considering implementing a Service Console and...
- Q89. Universal Containers wants to deploy the Service Cloud to its contact centers located acro...
- Q90. Universal container support manager wants to share product specific information with their...
- Q91. Which configuration item must be created when implementing Lightning Knowledge?...
- Q92. Universal containers is in the process of setting up abusiness-to-business (b2b) portal. T...
- Q93. A Global company requires public documents to be translated intomultiple languages. Which ...
- Q94. Sales engineer needs visibility to list field edits, emails, case comments, and related ob...
- Q95. A contactcenter manager is looking for ways to overall cost per case. What Salesforce metr...
- Q96. A service manager has just configured chat at a company site. Now, the agents cannot see t...
- Q97. The manager of a large credit card contact center needs to understand how many customers c...
- Q98. What solution should a consultant recommend while designing a plan to decrease a company's...
- Q99. Universal Containers requires that a case is logged for every incoming support call. Each ...
- Q100. The Contact Center at Universal Containers wants to increase its profit margins by promoti...
- Q101. An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center....
- Q102. When migrating data from an older system to a new one, what steps should be taken? Choose2...
- Q103. A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementati...
- Q104. Universal Containers has defined a set of steps that each Case must go through, from submi...
- Q105. Universal Containers is using the Service Cloud Console for managing cases. They would lik...
- Q106. Universal Containers analyzes key performance indicators (KPIs) and discovers that custome...
- Q107. Universal Containers has recently set up an email-to-case channel for customers to submit ...
- Q108. Which two solutions shouldUniversal Containers consider to increase Contact Center Agent p...
- Q109. Support agentsneed to verify that customers are eligible to receive customer support befor...
- Q110. Universal Containers has an active presence on Twitter and Facebook. Customers' requests f...
- Q111. Which system would a contact center integrate with in order to provide field service agent...
- Q112. What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)...
- Q113. How should a consultant provide suggested article functionality to lightning service conso...
- Q114. One business unit at Universal Containers has been using Service Cloud for several years. ...
- Q115. Customer support agents want the ability to view customer related information along with c...
- Q116. Universal Containers is preparing to implement Service Cloud for its global Support team. ...
- Q117. What method can NOT beleveraged to capture Cases in addition to via the Case tab?...
- Q118. The Support Manager at Universal Containers has determined that there are five common case...
- Q119. The Vice President (VP) of Customer Support for Universal Containers has issued a mission ...
- Q120. Universal Containers has scheduled a major upgrade to its Customer Community next month. T...
- Q121. Universal Containers wants to be able to assign Cases based on the same criteria they use ...
- Q122. Universal Containers' support management team has noticed an increase in wait times over t...
- Q123. Universal Containers wants to display a list of open cases, data form an external system, ...
- Q124. Universal containers wants to maintain service level agreements on its customer cases. Cus...
- Q125. Universal Banking needs to provide a public knowledge base on its website. The company has...
- Q126. A report shows average time spent by agents to resolve cases. Nine of twelveagents spend a...
- Q127. Universal containers wants to implement Omni channel within service cloud for its represen...
- Q128. Universal Containers wants to provide its five million customers a solution where customer...
- Q129. Universal Container wants to measure the efficient of its Contact Center. Which three metr...
- Q130. Universal containers is planning to provide different levels of support to customers in or...
