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NEW QUESTION 44
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?
NEW QUESTION 45
Universal Containers has a single contact center that handles all service requests including chat, Cases, and
web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in
the order they are received.
How would a Consultant address this requirement?
NEW QUESTION 46
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
NEW QUESTION 47
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts,
open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?
NEW QUESTION 48
......
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NEW QUESTION 44
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?
- A. web-to-Case
- B. Email-to-Case
- C. An AppExchange package
- D. On-Demand Email-to-Case
NEW QUESTION 45
Universal Containers has a single contact center that handles all service requests including chat, Cases, and
web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in
the order they are received.
How would a Consultant address this requirement?
- A. Configure Case Assignment Rules
- B. Configure Omni-Channel with Least Active Routing
- C. Configure Live Agent Skills-based Routing
- D. Configure Omni-Channel with Most Available Routing
NEW QUESTION 46
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use a workflow rule to send an email to the product manager
- B. Use an escalation rule to move cases into the product manager queue
- C. Use Chatter case feed and case teams to monitor cases
- D. Use an assignment rule to assign new cases to the product manager
NEW QUESTION 47
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts,
open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?
- A. Plan, Prepare, Test, Execute, Validate
- B. Plan, Prepare, Validate, Execute, Text
- C. Prepare, Plan, Text, Execute, Validate
- D. Prepare, Plan, Validate, Execute, Text
NEW QUESTION 48
......
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