A Company sells two products, each with its own maintenance schedule.

Which feature should a consultant recommend implementing to meet thisrequirement?

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.

What Lightning Console feature should a Consultant configure to support this need?

Universal Containers wantsto deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.

Which two features should a Consultant recommend? Choose 2 answers

UC is in the process of implementing ServiceCloud. In which order should the data be migrated?

Auto Response rules work on which objects?

Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.

* 2.000 agents are implemented globally 24/7 operations

* Open case data will bemigrated from a legacy system

* New cases will be created in one system only

Which deployment method should be recomended?

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning KnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

Universal Containers has an upcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

An outsourced contact center islosing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

Universal Container wants to measure the efficient of its Contact Center.

Which three metrics should the contact center manager analyze?

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?

The contact center at universal containers wants toincrease its profit margins by promoting call deflection with service cloud.

Which two solutions should a consultant recommend?

Choose 2 answers

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 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 Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which measurecan satisfy this requirement?

What method can NOT be leveraged to capture Cases in addition to via the Case tab?

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers

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?

Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would liketo send an email to the customer that includes details of the correction process.

What should a consultant recommend to meet this requirement?

Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers

Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.

Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

What solution should a consultant recommend?

The Support Manager at Universal Containers has determined that there are five common case types that arealways 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 the time it takes a support agent to create emails for these cases?

Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about thehold time.

What functionality should the consultant recommend implementing to resolve this issue?

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional systemenhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?

Choose 2 answers

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

Universal Containers is setting up a field service dispatchcontact center. Which functionality should be considered when designing the contact center? (Choose 2)

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommendedsolution to increase the involvement of SMEs and track the case to completion in Chatter?

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

Universal Containers wants to provide its resellers a secure portal where they canmanage their customer accounts, submit and track the status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?

A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should be recommended?

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts.The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.

Which three Sandbox types can be used to accomplish this?

Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact centermanager analyze? Choose 3 answers

The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?

What are two benefits of deploying Knowledge in Customer Communities?