Service Cloud Consultant V3

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement?A . Web-to-Case B. Embedded Chat Service C. Customer Community D. Case Assignment RulesView AnswerAnswer: B

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages. Which Service...

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the .... Which configuration option should be verified?A . Verify that users have access to the Chat public group. B. Verify that users are assigned the Chat user profile...

The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?A . Create a macro to send an email with the article to the customer. B. Create a...

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?A . Prioritize the requirements based on who submitted them. B. Identify the requirements needed for initial...

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answersA . Omni-Channel B. Publisher Actions...

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answersA . Customer community B. Knowledge base C. Service cloud console D. Automatic call distributionView AnswerAnswer: A, B

Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend?A . Email-to-Case B. web-to-Case C. An AppExchange package D. On-Demand Email-to-CaseView AnswerAnswer: D

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. What approach should a consultant recommend to meet these requirements?A . Configure Case Escalation Rules. B. Define Entitlement and...

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Which two steps should be completed to meet this request? Choose 2 answersA . Enable Work Orders. B. Create an Entitlement Process. C. Set up Milestones. D. Configure Service Contracts.View AnswerAnswer:...