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Total 261 Questions | Updated On: Nov 18, 2024

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Question 1

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

A : Tailoring the objects to expose specific customer data

B : Enhancing user profiles for customer services

C : Optimizing the user interface for improved usability

Answer: A

Question 2

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation. Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

A : Average Handle Time

B : Reduced Call Volume

C : Total Open Cases

Answer: A

Question 3

Milestones can be added to which three object types? Choose 3 Answers

A : Work order

B : Case

C : Service

D : Entitlement

E : Account

Answer: A,B,D

Question 4

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

A : Customize service channel settings to define how the organization receives work from various

B : Create a Salesforce Case to have Omni-Channel enabled.

C : Create the necessary objects in Salesforce.

D : From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Answer: D

Question 5

Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements?

Choose 2 answers

A : Add multiple ELSE IF blocks after the IF block

B : Add conditional logic to the instructions

C : Create a formula to build the macro logic around

D : Add a formula block to the macro

Answer: C,D

Page: 1 / 53

Total 261 Questions | Updated On: Nov 18, 2024

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