Join the discussion
Question 1/103
What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
(Choose 2)
Correct Answer: A,D
Add Comments
- 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...

[×]
Download PDF File
Enter your email address to download Salesforce.Service-Cloud-Consultant.v2023-08-05.q103.pdf