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?
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:
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing thisdata into universal containers service cloud instance
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers basedon the Case details?
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
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)
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
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?
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
What process is a use case for Visual workflow? Choose 3 answers
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measurecan satisfy this requirement?
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
Universal Containers wants to track customer satisfaction (CSAT). Which solution willautomate the process for support agents to survey customers when cases are closed?
What is the primary function of a private branch exchange (PBX)?
Universal Containers is implementing acall center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
A Global company requires public documents to betranslated into multiple languages.
Which implementation should the consultant recommend?
You're working on a sales presentation for your customer - universal paper, you might want to add thetopic #universal paper in your status update. What does the hashtag do?
Milestones can be added to which three Object types? Choose 3 answers
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
Universal Containers wants to provide its five million customers a solutionwhere customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
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 exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality withconfiguration?
Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configuredfeatures are required. Which solution should a Consultant suggest to improve the efficiency of console users?
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 cloud feature should the consultant recommend to address this requirement?
Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:
• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console?
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 isalerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
How should a consultant providesuggested article functionality to lightning service console users?
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?
Universal container support manager wants to share product specific information with their customersusing communities. Choose 3 Answers
What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?
Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
Customer support agents want theability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured tosatisfy this requirement?
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