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Which two solutions should a Consultant recommend to correct this problem?
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a Consultant recommend to correct this problem? Choose 2 answersA . Create a...
What should the Consultant recommend to gather information on Knowledge article usefulness?
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?A . Contact Salesforce to send a report on article efficacy.B . Send out a monthly survey to customers...
Which three tasks should be included in a business continuity plan for a contact center? Choose three answers
Which three tasks should be included in a business continuity plan for a contact center? Choose three answersA . Route cases to agents in an alternate center.B . Disable the Interactive Voice Response system.C . Deliver training on case handling for contingent staff.D . Update the case status field values.E...
What are two design considerations for a Live Agent implementation? Choose 2 answers
What are two design considerations for a Live Agent implementation? Choose 2 answersA . Chat Visitor BrowserB . Chat Window TitleC . Chat Character LimitD . Idle Connection TimeoutView AnswerAnswer: A,D
Which two features should a Consultant recommend to address this concern?
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case. Which two features should a Consultant recommend to address this concern? Choose 2 answersA . Visual WorkflowB . Lightning Guided EngagementC . Quick TextD...
What should the consultant recommend as part of the solution?
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements: - Ability for visitors to search Knowledge articles without registering or logging in - Ability for over one million registered customers to securely submit cases and view the status of those...
Which two Omni-Channel features will assist in this routing and distribution?
A company has these requirements for dealing with Cases: - Handled efficiently and by the right agents - Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answersA ....
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?A . Cleanse the data outside of Satesfbrce and then migrate the data.B . Use the Salesforce data loader to load and cleanse the...
Which three configurations must be made?
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature. Which three configurations must be made? Choose 3 answersA . Users must use Lightning Experience.B . Publisher Actions used in the macros must be on the page layout.C ....
What should be recommended for reliable, real-time support to customers with these restrictions?
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales. What should be recommended for reliable, real-time support to customers with these restrictions?A . Customer CommunityB . Field Service LightningC . SOS Video ChatD . Salesforce KnowledgeView AnswerAnswer: C
