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  1. Home
  2. Salesforce
  3. Salesforce Certified Service cloud consultant
  4. Salesforce.Service-Cloud-Consultant.v2023-08-05.q103
  5. Question 1

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Question 1/103

What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

Correct Answer: A,D

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Other Question (103q)
Q1. What solution should a consultant recommend while designing a plan to decrease a company's...
Q2. Universal Containers is changing their case management system to salesforce. All active ac...
Q3. A contact center manager is looking for ways to overall cost per case. What Salesforce met...
Q4. Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud p...
Q5. Universal Containers is training a new set of Service Reps. Part of the training includes ...
Q6. Universal Containers' agents often need to access the same cases, contacts, and orders mul...
Q7. Universal Containers is planning to provide different levels of support to customers in or...
Q8. What are two benefits of deploying Knowledge in Customer Communities?...
Q9. A case has not been closed even after 30 days, but those cases can be closed in 7 days. Wh...
Q10. A Company sells two products, each with its own maintenance schedule. Which feature should...
Q11. Contact Center management must be notified whenever an Open Case has not been touched for ...
Q12. Universal Containers would like to provide their contact center agents with a map image of...
Q13. Customer support agents want the ability to view customer related information along with c...
Q14. Universal Containers is changing their case management system to Salesforce. All active ac...
Q15. After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ ar...
Q16. The Support Manager at Universal Containers wants to improve visibility to cases across th...
Q17. Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year a...
Q18. Which capabilities of the console can the company use to help improve its contact center p...
Q19. UC's service center needs to provide support for a new product line. The product manager w...
Q20. to help service agents more accurately respond to cases universal containers wants a list ...
Q21. UC has created permission sets granting access to object and fields in one of its sandboxe...
Q22. Metrics show that Universal Containers has a high call abandonment rate Which two strategi...
Q23. Which document should be created to support the initial planning phase of an implementatio...
Q24. Ursa Major Solar cells highly technical products that require specific expertise for confi...
Q25. A customer has recently implemented an on-premise telephony system that is common in the i...
Q26. Which configuration item must be created when implementing Lightning Knowledge?...
Q27. UC's support team requires its customers to submit their support inquiries via free form e...
Q28. A Contact Center Manager is implementing a new customer care program and wants to specific...
Q29. Customer Community to provide customers with a self-service option for support. Which two ...
Q30. A customer is planning a Service Cloud implementation. The customer's current database has...
Q31. Universal Containers has millions of customers in Salesforce, but only a very small percen...
Q32. Business Users have requested that the salesforce administrator allow agents to view a lis...
Q33. Which method can be used to route social media inquiries with Salesforce using Salesforce ...
Q34. Universal Containers wants to allow customers to ability to submit cases and also to see a...
Q35. When Service Reps view a Case, they often need to see the Case History of other Cases for ...
Q36. Universal Containers is using the Lightning Service Console for managing cases and wants t...
Q37. If you delete a case, which two also get deleted? (Choose two answers)...
Q38. Which contact center type is most likely to implement Information Technology Infrastructur...
Q39. Universal Containers is using the Lightning Service Console for managing cases and wants t...
Q40. Universal Containers wants to implement Omni Channel within Service Cloud for its represen...
Q41. Which two areas can an Administrator make Open CTI features available to users when buildi...
Q42. Universal Containers wants to ensure the contracted service level requirements for its cli...
Q43. Universal Containers (UC) wants to schedule for repair service when an agent is unable to ...
Q44. what approach should a consultant use to ensure that knowledge search only display article...
Q45. The project manager on a Service Cloud implementation is responsible for coordinating user...
Q46. Which statements are true regarding a prebuilt Salesforce computer telephony integration (...
Q47. Universal Containers needs to provide contact center agents with access to a customer's pa...
Q48. UC is concerned with system performance in its contact center because the number of record...
Q49. UC is in the process of implementing Service Cloud. In which order should the data be migr...
Q50. How can a Contact Center Manager see which Service Representatives have not accepted new C...
Q51. universal containers is implementing a customer community to provide self service options ...
Q52. Universal Containers is experiencing system timeouts when running case reports. What shoul...
Q53. Universal Containers runs a support operation with multiple call centers. The Support Mana...
Q54. What solution should a consultant recommend while designing a plan to decrease a company's...
Q55. Universal containers is planning to provide different levels of support to customers in or...
Q56. A contact center manager wants to measure the impact of a new customer care program. What ...
Q57. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose ...
Q58. Universal Containers has built a custom Visualforce page called "Knowledge" that is used i...
Q59. Agents at Universal Containers are required to update the case status to Waiting for Custo...
Q60. Universal Containers wants to maintain Service Level Agreements on its customer cases. Cus...
Q61. A consulting firm has been retained to implement a new Service Cloud platform for a compan...
Q62. UCs is implementing Salesforce Knowledge at its contact center. The contact center has a d...
Q63. UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severi...
Q64. The Universal Containers contact center offers support via email, the Internet, and a Comm...
Q65. The Universal Container's customer support organization has implemented knowledge, knowled...
Q66. Universal Containers has determined that case list views are slow to load because of the l...
Q67. Universal Containers, a new Salesforce customer, needs its millions of consumers to have p...
Q68. Universal Containers would like to provide their contact center agents with a map image of...
Q69. Which feature should a Consultant recommend to allow a Tier 2 Service Representative to ta...
Q70. Universal Containers is bringing a new division under their existing Customer Service Cont...
Q71. Universal Containers needs to customize Salesforce to improve its Support Agents' experien...
Q72. Universal Containers wants to display a history of all of today's changes to a case in the...
Q73. Universal Containers is launching a full line of new products and Service Cloud should sup...
Q74. Universal containers would like for articles to be suggested to agents based on informatio...
Q75. An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center....
Q76. Universal containers want to identify potential delays in the customer support process. Wh...
Q77. A company has these requirements for dealing with Cases: - Handled efficiently and by the ...
Q78. After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ ar...
Q79. Universal containers customer support management wants to provide proactive communication ...
Q80. Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an exte...
Q81. A Global company requires public documents to be translated into multiple languages. Which...
Q82. Universal Containers assigns its contact center agents to certain interaction channels and...
Q83. Universal containers wants to implement Omni channel within service cloud for its represen...
Q84. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the ...
Q85. If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the c...
Q86. A company would like to implement a solution that would hold service reps accountable to c...
Q87. A customer has a detailed question about product functionality. The customer would like ac...
Q88. Universal Containers requires that a case is logged for every incoming support call. Each ...
Q89. Universal Containers wants to offer its customers interactive chat as well as Case process...
Q90. Universal Health Service is setting up Knowledge in its contact center for agents so they ...
Q91. The Support Manager at Universal Containers has determined that there are five common case...
Q92. A Service Manager has just configured Chat at a company site. Now, the Agents cannot see t...
Q93. Universal Containers provides Customer Support for two separate business operations. The c...
Q94. A contact center manager needs to restrict who can create a FAQ Article Type within Knowle...
Q95. Universal Containers wants to notify Support Managers when a new case has been untouched f...
Q96. From any queue list view, users can take ownership of one or more cases if: (Choose 3 answ...
Q97. Universal Containers wants to create a process to verify that customers are eligible for s...
Q98. Which two capabilities of Salesforce Knowledge ensure accurate content in Articles? Choose...
Q99. Universal Containers is implementing a CTI solution for its inbound service and support co...
Q100. Universal Containers is using the Lightning Service Console for managing cases and wants t...
Q101. Universal Containers is exploring ways to provide its customers with more self-service opt...
Q102. A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resol...
Q103. A customer has recently implemented an on-premise telephony system that is common in the i...
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