Service Cloud Consultant

Which solution should a consultant recommend?A . Enable the knowledge sidebar related list on the case page layout.B . Create a visualforce page called knowledge sidebar on the case page layout.C . Enable the knowledge sidebar setting in the case support settings.D . Implement a salesforce console for service and...

Universal containers are developing a business continuity plan for their contact center . What should the company consider? Choose 2 answersA . Recovery point objectiveB . Criteria for plan activationC . Open access to systemsD . Site consolidationView AnswerAnswer: B

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel. How can a Consultant implement the functionality with configuration?A . Remove these fields from the page layout and...

Universal container support manager wants to share product specific information with their customers using communities. Choose 3 AnswersA . Publish articles to external channelsB . Assign article types to the communitiesC . Enable public solutions.D . Configure content library permissionsE . Enable article deliveriesView AnswerAnswer: A,B,C

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio . Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answersA . CommunityB . Web -to -CaseC . Live AgentD . Chatter QuestionsView AnswerAnswer:...

The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize...

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered? Choose 3 answersA . Attachments and .html files in Classic Knowledge are moved to the Files object.B . Visualforce pages refer to Classic article types.C . Each article must be associated...

Customer Community to provide customers with a self-service option for support . Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answersA . Allows customers to customize their user interfaceB . Allows customers the ability to collaborateC . Allows customers to customize reports and dashboardsD...

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a Consultant recommend to meet this requirement?A . Implement Field Service Lightning.B . Integrate with an enterprise resource planning system.C . Develop and publish a knowledge management systemD...

Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze? Choose 2 answersA . High priority cases opened by account month-to-dateB . Time spent by account year-to-dateC ....