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NEW QUESTION 22
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
NEW QUESTION 23
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
NEW QUESTION 24
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
NEW QUESTION 25
Universal containers uses social media to monitor new trends and issuesthat require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
NEW QUESTION 26
Universal Containers wants to implement a new webpresence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
NEW QUESTION 27
......
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NEW QUESTION 22
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
- A. Create an approval process to ensure only the appropriate cases get escalated.
- B. Create a case report to show the number of cases for each tier and sort them by case owner.
- C. Create a custom trigger to generate history when cases get escalated between tiers.
- D. Create a case report to show all cases across tiers filtered by an escalation flag.
NEW QUESTION 23
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
- A. Data Categories and Article Actions
- B. Data Categories and Article Types
- C. Service Console Profile Assignments
- D. Service Console Knowledge Components
NEW QUESTION 24
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Display articles in a public knowledge base.
- B. Publish articles to the Web using Salesforce Publisher.
- C. Display articles in Salesforce Answers.
- D. Display articles with HTML, images, and links.
NEW QUESTION 25
Universal containers uses social media to monitor new trends and issuesthat require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- B. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- C. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
- D. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
NEW QUESTION 26
Universal Containers wants to implement a new webpresence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
- A. Implement Customer Communities with Content.
- B. Implement Partner Communities with Knowledge.
- C. Implement Customer Communities with Knowledge.
- D. Implement Employee Communities with Content.
NEW QUESTION 27
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