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Viewing page 6 out of 11 pages
Viewing questions 51-60 out of questions
Questions # 51:

The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?

Options:

A.

Limit Customers to 5 Cases per day.

B.

Provide a self-help Customer Community.

C.

Add more support phone lines.

D.

Ask sales reps to respond to support Cases.

Questions # 52:

Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating emailresponses to the related Salesforce case.

What should a Consultant recommend to address this issue?

Options:

A.

Insert a reference Thread ID in the email subject template

B.

Use Omni-Channel to automatically route inbound email

C.

Assign a user to manually manage incoming email

D.

Convert to an On-Demand Email-to-Case setup

Questions # 53:

Universal Containers is trying toreduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

Which method should the Consultant suggest?

Options:

A.

Omni-Channel routing

B.

Standard Email-to-Case

C.

Web-to-Case forms

D.

On-Demand Email-to-Case

Questions # 54:

If youdelete a case, which two also get deleted? (Choose two answers)

Options:

A.

Account

B.

Solution

C.

Event

D.

Attachments

Questions # 55:

When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

Options:

A.

Data Cleansing

B.

Data Normalization

C.

Activate data validation rules

D.

Data mapping

Questions # 56:

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?

Options:

A.

Prepare, Plan, Text, Execute, Validate

B.

Prepare, Plan, Validate, Execute, Text

C.

Plan, Prepare, Test, Execute, Validate

D.

Plan, Prepare, Validate, Execute, Text

Questions # 57:

Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.

* Average handle time (AHT)

* Adherence to service level agreements (SLAs)

Which data source would Universal Containers need in order to gather this information? Choose 3 answers

Options:

A.

Automatic Call Distributor (ACD)

B.

Entitlements

C.

Workflow Management (WFM)

D.

Chat log history

E.

Interactive Voice Response (IVR)

Questions # 58:

A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

Options:

A.

Number of Chatter files attached to cases.

B.

Number of published article views.

C.

Number of articles associated to cases.

D.

Number of content packs attached to cases.

E.

Number of successful keyword searches.

Questions # 59:

Which support channel requires the smallest amount of agent work time?

Options:

A.

Web to case

B.

Email to case

C.

Webself service

D.

Chat

Questions # 60:

Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

Options:

A.

Create three article types for each product area (Personal Banking, Mortgage, CD).

B.

Create three data categories for each product area (Personal Banking, Mortgage, CD).

C.

Create two data categories to display information (Question/Answer, Product Info).

D.

Create two article typesto display information (Question/Answer, Product Info).

Viewing page 6 out of 11 pages
Viewing questions 51-60 out of questions
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