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Choose 2 answers. What action can be taken to meet this requirement? 80. Configure Omni-channel to assign cases directly to Tier 2. Which two solutions should a consultant recommend to minimize the need to hire more agents? Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. Use Process Builder for notifications and case teams to monitor cases. 50. B. Configure the new app in a sandbox. Create a workflow email alert to send the article to the customer. Create an API integration between Salesforce and the telephony system. Choose 3 answers. Which three Sandbox types can be used to accomplish this? 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? 5 0 obj The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. An ant migration tool deployment with a destructive changes XML file and an empty package .xml file. What needs to be configured for the SoftPhone to work in Salesforce? 100% Pass Garunty, IT Cert Success Checkpoint,EC-COUNCIL,Avaya,Redhat,Splunk Exam Practice Materials 2023. What should the Consultant recommend to gather information on Knowledge article usefulness? Billing data is stored in an external system containing over 20 million records. <>/XObject<>>>/Group <>/Annots[11 0 R 12 0 R 13 0 R 14 0 R ]>> Which solution should a Consultant recommend? Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. C. A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. Which customer requirement would require the use of Email-to-Case? Which solution should a consultant recommend? > A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. Post the files to the chatter feed on each article. <>stream Create a bucket field on a report to calculate the percentage of escalated cases, Create a case report with a custom summary formula to calculate the percentage of escalated cases, Create a formula field on the case record to calculate percentage of escalated cases, Create a daily snapshot report of all cases and calculate percentage of escalated cases, Track social sentiment across social media outlets, Improve the training provided to existing agents, Configure entitlements and milestones to enforce SLAs. A company is planning for the migration of an existing knowledge base into Salesforce Knowledge . Please forgive us for adding these measures. How should a Consultant configure the Lighting Service Console to support this requirement? Universal Containers is implementing Salesforce Knowledge for call center agents. The contact center manager has been tasked with improving sales for the premier support offering . Create a case validation rule to ensure cases are owned by a user when closed. Which two configuration steps are required before quick actions can be used in Macros? Create a macro to send an email with the article to the customer. Use a data tool to update the owner field on closed cases. Set up IVR with an automated response for customers affected by the recall to defect calls. Enable the knowledge sidebar related list on the case page layout. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Salesforce Certified Service Cloud Consultant Exam Actual - ExamTopics Universal Containers is bringing a new division under their existing Customer Service Contact Center. Which two solutions should a consultant recommend? UC is in the process of implementing Service Cloud. Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support. Create three data categories for each product area (Personal Banking, Mortgage, CD). Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console? Choose 2 answers. 3. CK is preparing to launch a public kno base for customers that will have 2,500 articles. Which of the following Windows utilities IS the BEST choice for accessing the necessary configuration to complete this goal? We are the industry leader!Choose Lead4Pass to pass the exam with ease! 1, 100B. What should a consultant recommend to meet this requirement? Develop and publish a knowledge management system. Which metric should the contact center management analyze? To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities . ;=8k\nP%2-a|BBo yFaM G`V`(v rj 4-l XJ =3ZH53tT[g[YH zM]n,U\x4zyn9^dO @MwY1[WcZ-++0FhTy>$@kQ1ZL Which system would be used to generate the report? Which two benefits can be expected from KCS adoption? A client's Support Call Center has seen an increase in call volume on a new product line. Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Create Knowledge Articles and publish internally and publicly. Which configuration option should be verified? 104. Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs). 73. Which customer service metric should theCFO monitor to reach the budget goals? A service manager has just configured chat at a company site. As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. Use the Salesforce import wizard to load and cleanse the data. (Choose 2)A. It has provided the following requirements: Deploy the configured and tested app to production, update theagent's profile to view the app and take away access to the old app. Milestones can be added to which three object types? Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day. The company wants standardized contact center processes and reporting implemented in its centers worldwide. An accountthe record has the value of 50% in its rating field and is processed in the apex code below after being retrieved from thedatabase with SOQL public void process account(){ decimal acctscore = acc.rating__c * 100; }What is the value of acctscore after this code executes?A. Answer: B. Service Cloud Consultant certification, as a popular certification under the Salesfore Consultant role, is designed for consultants who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. Install an adapter from AppExdiange to work with third-party CTI systems. Universal Containers wants to offer its customers interactive chat as well as Case processing. What should be recommended for reliable, real-time support to customers with these restrictions? Create two article types to display information (Question/Answer, Product Info). Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. To generate a PDF document with application dataB. D. Develop and publish a knowledge management system. Which action should be taken to reduce the call volumes and escalations? Enable the knowledge sidebar setting in the case support settings. A. Marketing | System EmailsB. Remove unnecessary columns from the reports. Required fields are marked *. Create a custom web service to handle invoice inserts and updates from the billing system, Create a custom tab of type URL that displays a search page from the billing system, Import payment data into Salesforce and add to the contact page layout related list, Create a Visualforce page that retrieves payment information via a Web Service call-out, Migrate closed cases with milestones and entitlements, Migrate open and closed cases with milestones and entitlements, Migrate open and closed cases without milestones and entitlements, Migrate closed cases to a custom read-only object. Create an FAQ article type and enable the submit articles feature on the case close page layout. What should the Consultant recommend to gather information on Knowledge * 2.000 agents are implemented globally 24/7 operations * Open case data will be migrated from a legacy system * New cases will be created in one system only Which deployment method should be recomended? What is the recommended method to meet the requirement? Which tool should UC use to automate this process?A. 96. set a cutoff date of 1.5 months before user acceptance testing for any change requests. A. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call. Organize the requirements from largest to smallest. Which two things will happen? <>stream Set up an intuitive Data Category hierarchy, Restrict the Manage Articles user permission, Enable and configure wildcards for article searches, Require that an article be added when closing a case. Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case . Social messageD. Both Service Reps can chat with the customer, The chat transcripts and case are transferred, The Customer doesn't know they were transferred, Case Assignment Rules, Queues, Chatter Groups, Live Agent, Case Assignment Rules, Queues, Public Groups, Omni-Channel, Escalation Rules, Queues, Chatter Groups, Omni-Channel, Escalation Rules, Queues, Public Groups, Live Agent. Choose 3 Answers. In which order should the data be migrated? Enable Chatter Messenger for the organizationC. Rewarding learning, collaboration, sharing and improving. A new customer to Salesforce is considering implementing a customer portal. Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Configure Success, Warning, and Violation Actions for Milestones. [PDF q1 q13] Free Salesforce CRT-450 pdf dumps download from Google Drive: https://drive.google.com/file/d/1kcuHLxb9Ido-6IUheTXmKwxA_ZwWSXf0, Full Salesforce CRT-450 brain dumps: https://www.lead4pass.com/crt-450.html (Total Questions: 455 Q&A), The account object has a custom percent field, rating, defined with a length of 2 with 0 decimal places. Create a case assignment rule to ensure cases are owned by a user when closed. 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What should the Consultant recommend to gather information on Knowledge article usefulness? Choose 2 answers. The cases managed for each operation have different steps and fields. Admin | Domain Management, A user needs to change which form is used in a running engagement program. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. (Choose 3). Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. Salesforce Exam ADM-261 Questions and Answers - Update Jun 2023 - DumpsMate Enable Live Agent in their community to chat with an agent. Question 6. Which two solutions should a Consultant recommend? 1, 150C. Roll-up summary fields do not cause validation rules on the parent object unless that object is edited separately.C. Install Knowledge Base Dashboards and Reports AppExchange package. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. A company receives support requests through a variety of email addresses and web forms for different parts of the business. (Choose 2). Hospitals can request future credit by providing kit usage information by patient. Universal Containers (UC) wants to automate the process of case creation. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. B. Tier 2 has additional troubleshooting steps . Universal Containers is preparing to implement Service Cloud for its global Support team. Choose 3 answers Ensure that at least 60% of the code is covered by unit tests before deploying to production. Which configuration option should be verified? 66. Which reporting solution should be recommended? Verify that users have access to the chat buttons. UC's requirements include the ability to: Monitor Facebook fan page for new posts and comments from customers Link new posts and comments to an existing customer record Respond to posts from the existing Salesforce Console for Service Create and link social personas to contacts What should a consultant recommend to meet these requirements? Correct Answer: AB QUESTION 2 A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution. Set up analytical snapshots to capture key case information and create historical trending reports, Set up a Salesforce Customer Community that will allow customers to create cases online, Create reports to analyze call data in order to understand peak times and ensure adequate staffing, Create case escalation rules to route high priority cases directly to supervisors for resolution. The most popular Salesforce exam certification exercise questions and tips. Which metric influences customer satisfaction? What solution should a consultant recommend? Create a sharing rule for each division to provide access using the role hierarchy. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed. What should be the first step in configuration and customization?A. 3, Which two automation tools include a graphical designer? In order to reduce the number of cases created, CK wants to, provide customer self-service in the following channels: web, SMS, Facebook Messenger, and. Deliver the entire project simultaneously so as to present UC with a completed solution. to continue. Upsell percentageD. Universal Containers is implementing a CTI solution for its inbound service and support contact center. What should a consultant recommend to help reverse this trend? What Should you do Mora starting HPE OneView update? The Customer does not know they were transferred. Admin | SecurityD. Install an adapter from AppExchange to work with third-party CTI systems, Use Apex to create an adapter to work with third-party CTI systems, Create a SoftPhone layout and assign to user profiles, Assign the Salesforce CTI license to Salesforce users. A. Requirements gathering sessions have resulted in a large set of required deliverables. B. Contact Salesforce to send a report on article efficacy. QUESTION: 1 What are three best practices that should be used when deploying Salesforce functionality to production? Create the custom fields for the slide type, Set up the article actions and assign publishers to each action, Set the publication status of the article tame to draft status, Configure workflow rules for each data category, Configure article types for each kind of content, Define approval processes for each article type, Define approval processes for each product, Configure data category values for each product, Representing metrics such as first-response and resolution time on cases, Monitoring the case escalation rule queue to confirm service levels are met, Identifying the customer contact associated with a particular stage of a service contract, Displaying whether a case response complies with a customer's service level agreement. endobj After providing this information, the customer should then have the option to speak a support agent if they still need help . 85. Latest And Valid Q&A | Instant Download | Once Fail, Full Refund. 22. 16. Verify that users are assigned the chat feature license. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology. Add the fields to the page layout and add the fields to the highlights panel. Reddit 100% Pass Garunty, IT Cert Success Checkpoint,EC-COUNCIL,Avaya,Redhat,Splunk Exam Practice Materials, Pass Checkpoint,EC-COUNCIL,Avaya,Redhat,Splunk Exam with IT Cert Success First hand Real Eam Study Materials, Including Questions And Answers | latestvce.com.

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