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Question 55/122
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers
Which three benefits can be expected from KCS adoption? Choose 3 answers
Correct Answer: B,C,E
- Question List (122q)
- Question 1: What should a Consultant recommend to ensure Live Agentchat ...
- Question 2: Universal Containers will be launching a telesales contact c...
- Question 3: Universal Containers needs to improve Customer Satisfaction,...
- Question 4: A Service Consultant has been asked to design a solution for...
- Question 5: Universal Containers plans to migrate its existing knowledge...
- Question 6: Universal Containers Call Center Agents have limited visibil...
- Question 7: Universal Containers is using the Lightning Service Console ...
- Question 8: A company has implemented Salesforce Service Cloud. The comp...
- Question 9: Universal containers has implemented salesforce knowledge an...
- Question 10: A service manager has just configured chat at a company site...
- Question 11: The Service Manager at Universal Containers is concerned tha...
- Question 12: Universal Containers has millions of customers in Salesforce...
- Question 13: Universal Containers wants to implement Knowledge to assist ...
- Question 14: Universal Containers (UC) wants customers to be notified by ...
- Question 15: If youdelete a case, which two also get deleted? (Choose two...
- Question 16: The contact centermanager at Universal Containers is concern...
- Question 17: Universal Containers wants to provide its resellers a secure...
- Question 18: After migrating from Knowledge to Lightning Knowledge, Autho...
- Question 19: Case escalation rules triggered on the last modification wil...
- Question 20: Universal Containers wants to letits customers interact real...
- Question 21: Universal Containers' contact center manager needs to measur...
- Question 22: Universal Containers wants to allow customers to ability to ...
- Question 23: A contact center manager wants to measure the impact of a ne...
- Question 24: Universal Containers is implementing an entitlement process ...
- Question 25: A Company sells two products, each with its own maintenance ...
- Question 26: Universal Containers wants to display a list of open cases, ...
- Question 27: Universal containers is migrating from classic knowledge to ...
- Question 28: Universal Health Service is setting up Knowledge in its cont...
- Question 29: A contact center agent wants to leverage subject matter expe...
- Question 30: A consulting firm has been retained to implement a new Servi...
- Question 31: Milestones can be added to which three object types? Choose ...
- 1 commentQuestion 32: Universal Containers (UC) hired in an expansion of the conta...
- Question 33: Universal Containers wants to offer its customers interactiv...
- Question 34: Which support channel requires the smallest amount of agent ...
- Question 35: UC must provide contact center agents with access to a custo...
- Question 36: In the telesales contact center, Universal Containers has th...
- Question 37: Universal containers want to identify potential delays in th...
- Question 38: The contact center at universal containers wants toincrease ...
- Question 39: Universal Containers is planning to provide different levels...
- 1 commentQuestion 40: Which solution can be used to improve call deflection?...
- Question 41: Universal Containers requires that users have the ability to...
- Question 42: Support engineers need to see a complete chronological list ...
- Question 43: Universal Containers wants to implement a new web presence t...
- Question 44: A Service Manager has just configured Live Agent at a compan...
- 1 commentQuestion 45: A company is changing its case management system to Salesfor...
- Question 46: Universal containers hasimplemented salesforce service cloud...
- Question 47: Universal Containers Executives want to see contact center m...
- Question 48: Thelifecycle of a Knowledge article consists of five stages....
- Question 49: The Universal Containerscontact center offers support via em...
- Question 50: Universal Containers wants to deploy the Service Cloud to it...
- Question 51: Why would customer upgrade from self-service to customer por...
- Question 52: Which technology will allow a client to enable ideas on a pu...
- 1 commentQuestion 53: UniversalContainers' agents often need to access the same ca...
- Question 54: Universal Containers allows Agents to work remotely using a ...
- 1 commentQuestion 55: Universal Containers is considering a Knowledge-Centered Sup...
- Question 56: The Service Desk at Universal Containers is considering impl...
- Question 57: A consultant is working on a Service Cloud implementation wi...
- 1 commentQuestion 58: Which statements are true regarding a prebuilt Salesforce co...
- Question 59: Universal Containers recently implement Service Cloud. The S...
- Question 60: Universal Containers is implementing Salesforce Knowledge fo...
- Question 61: What is the primary function of a private branch exchange (P...
- Question 62: UC is in the process of implementing ServiceCloud. In which ...
- Question 63: A company has a requirement to keep all emails behind their ...
- Question 64: UC has discovered that the average time an agent takes to re...
- Question 65: An Inside Sales Contact Center Manager would like to assess ...
- Question 66: The Universal Containers' customer support organization has ...
- Question 67: Universal Containers purchased Knowledge and would like to i...
- 1 commentQuestion 68: Which two capabilities of Lightning Knowledge ensure accurat...
- Question 69: If a Case cannot be resolved after Tier 1 has performed thei...
- Question 70: The Universal Containers sales team has been sosuccessful in...
- Question 71: Universal Containers (UC) wants to schedule for repair servi...
- 1 commentQuestion 72: The Universal Containers support center management team woul...
- 1 commentQuestion 73: The Support Manager at UniversalContainers wants to improve ...
- Question 74: A team of publishers hascreated and published articles in Sa...
- Question 75: Universal Containers wants to track customer satisfaction (C...
- 1 commentQuestion 76: Universal Containers wants articles to be suggested to agent...
- Question 77: Universal containers customer support management wants to pr...
- Question 78: What are benefits of deploying Knowledge in a high volume Se...
- Question 79: Universal Containers is using the Service Cloud Console for ...
- Question 80: A consultant has been hired to integrate a client's phone sy...
- Question 81: Universal Containers CFO is looking for ways to reduce conta...
- Question 82: Support agents need to verify that customers are eligible to...
- 1 commentQuestion 83: Universal Containers wants to be able to assign Cases based ...
- Question 84: What is a benefit of a quality monitoring system? Choose 2 a...
- Question 85: Universal Containers (UC) is updating theService Cloud conso...
- Question 86: Due to a recent product recall, Universal Containers has exp...
- Question 87: Which method can be used to route cases from social channels...
- Question 88: What is a recommended way to migrate data from an external s...
- Question 89: Universal Containers email policy requires that all email tr...
- Question 90: What key metric should a contact center manager use to evalu...
- 1 commentQuestion 91: The manager of a large credit card contact center needs to u...
- Question 92: Universal Container's customers like speaking to a live supp...
- Question 93: Which Statement is true regarding Salesforce Chatter Answers...
- Question 94: Universal Containers has determined that case list views are...
- Question 95: Universal containers wants to assign support agents to handl...
- Question 96: Which of the following utilize the "Automated Case User" (Ch...
- Question 97: Universal Containers has implemented Service Cloud in its ca...
- Question 98: Universal Containers would like to implement Omni Channel wi...
- 1 commentQuestion 99: Universal Containers is trying to reduce the amount of time ...
- Question 100: Universal Banking needs to provide a public knowledge base o...
- Question 101: Universal Containers recently deployed a Salesforce Knowledg...
- Question 102: Universal Containers needs to customize Salesforce to improv...
- Question 103: Universal containers wants to provide its 20 million custome...
- Question 104: Universal containers uses social media to monitor new trends...
- Question 105: Universal Containers wants to reduce incoming support phone ...
- Question 106: Universal Containers has basicfield service requirements and...
- Question 107: Universal Containers wants to provide its five million custo...
- Question 108: Support process: escalation queue if not responded in 2 hour...
- Question 109: UniversalContainers has a service level agreement (SLA) with...
- Question 110: What is the capability of case feed?...
- Question 111: KCS (knowledge centered support) what is it? Choose 2Answers...
- Question 112: Universal Containers support manager wants to share product-...
- Question 113: Universal Containers would like to provide their contact cen...
- Question 114: What is a benefit of a customer community? Choose 2 answers....
- Question 115: Which two solutions can be used to enable agents to manage m...
- Question 116: Universal Containers 'IT policy prevents third-party softwar...
- Question 117: Which two configuration steps are required before Quick Acti...
- Question 118: One business unit at Universal Containers has been using Ser...
- Question 119: UC wants to reduce incoming support phone call volume. What ...
- Question 120: Universal Containers is setting up a field service dispatchc...
- Question 121: Universal containers would like to implement a solution to h...
- Question 122: The Universal Container's customer support organization has ...
Recent Comments (The most recent comments are at the top.)
It should be A, C and E: KCS enables customers to find self-service solutions to their issues through a knowledge base, reducing the need for them to contact support directly, namely call deflection.