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Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?A . Service Console Macros B. Lightning Guided Engagement C. Path for Cases D. Lightning Flow ComponentView AnswerAnswer: B
How should a Consultant configure the Lighting Service Console to support this requirement?
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?A . Account tabs and Cases tab B. Case tabs with Account subtabs C. Account tab with...
Which two feature should the consultant recommend as part of the deployment?
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack. Which two feature should the consultant recommend as part of the deployment?A . Select two Twitter or Facebook...
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answersA . Simplify the interactive voice response (IVR) tree. B. Set up Email-to-Case. C. Use Assignment rules and case queues. D. Add additional agents to lower average hold time.View AnswerAnswer:...
Which three are characteristics of Visual Workflow? Choose 3 answers
Which three are characteristics of Visual Workflow? Choose 3 answersA . Apex code must be used to update fields in the database. B. Elements can be used to pass data to legacy systems. C. Apex code must be used to pass data to legacy systems. D. Only one version of...
What are two key considerations for this integration?
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answersA . CTI Adapter configuration B. Lightning Console enablement C. Call Center Definition File creation D. Service Console case creation configurationView AnswerAnswer: A, C
Which three metrics can be used to help executive management understand service center costs?
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answersA . All open Cases by Priority B. All open...
What should a consultant recommend to meet this requirement?
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?A . Social Persona for Twitter and Facebook. B. Social Media Marketing message tagging. C. Social Customer Service...
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?A . Add the Knowledge Component to the Service Console. B. Add the Knowledge tab to the Console app. C. Create email templates with Knowledge Articles attached. D. Add the Suggested Article widget to the Case page layout.View...
Which method should the consultant suggest?
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the consultant suggest?A ....
