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Question 118/122
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier land know how far Tier l had progressed in troubleshooting?
Correct Answer: B
- Question List (122q)
- Question 1: The Universal Containers Contact Center has Customer Support...
- Question 2: Universal containers are developing a business continuity pl...
- Question 3: Universal Containers wants to implement a new webpresence to...
- 1 commentQuestion 4: What are three considerations when adding a report chart to ...
- Question 5: Universal Containers wants to deploy the Service Cloud to it...
- Question 6: Which two configuration steps are required before Quick Acti...
- Question 7: A team of publishers has created and published articles in S...
- Question 8: UC'ssupport team requires its customers to submit their supp...
- Question 9: Universal Containers needs to provide contact center agents ...
- Question 10: Which task should be included in a business continuity plan ...
- Question 11: Universal Containers wants toimplement best practices for it...
- Question 12: Universal Containers is implementing a Knowledge Base and wa...
- Question 13: Universal Containers is preparing to implement Service Cloud...
- Question 14: Universal containers want to identify potential delays in th...
- Question 15: Universal Containers has completed development and testing o...
- Question 16: Universal Containers (UC) created a new mobile app that enab...
- Question 17: Universal Containers' support management team has noticed an...
- Question 18: Universal containers is migrating from classic knowledge to ...
- Question 19: A company wants to publish knowledge articles to its custome...
- Question 20: Universal Containers has a single contact center that handle...
- Question 21: Universal Containers has four internal divisions that use Sa...
- Question 22: What should a Consultant recommend to ensure Live Agent chat...
- Question 23: Customers can contact Universal Appliances to report problem...
- Question 24: Which three features should a Consultant recommend to allow ...
- Question 25: Which solution should a consultant recommend?...
- Question 26: Which two capabilities of Lightning Knowledge ensure accurat...
- Question 27: Universal Containers has millions of customers in Salesforce...
- Question 28: In order to satisfy the internal Enterprise Security require...
- Question 29: UniversalContainers is implementing the Salesforce Service C...
- Question 30: Universal Containers plans to migrate its existing knowledge...
- Question 31: Universal Containers wants to ensure the contracted service ...
- Question 32: A report shows average time spent by agents to resolve cases...
- Question 33: A case has not been closed even after 30 days, but those cas...
- Question 34: For which purpose should a contact center use Visual Flow?...
- Question 35: Universal Containers will be launching a telesales contact c...
- Question 36: Which two configuration steps are required before quick acti...
- Question 37: UC has completed development and testing of its Service Clou...
- Question 38: A customer isplanning a Service Cloud implementation. The cu...
- Question 39: A service manager has just configured chat at a company site...
- Question 40: Universal Containers wants to display a history of all of to...
- Question 41: A company is changing its case management system to Salesfor...
- Question 42: What is the primary function of a private branch exchange (P...
- Question 43: The Support Manager at Universal Containers has determined t...
- Question 44: Universal Containers (UC) wants to implement Service Cloud u...
- Question 45: All of the following objects may have a queue EXCEPT:...
- Question 46: What is a business continuity challenge in a cloud-based con...
- 1 commentQuestion 47: Universal Containers would like for article to be different ...
- Question 48: Universal Containers CFO is looking for ways to reduce conta...
- Question 49: A company has these requirements for dealing with Cases: - H...
- Question 50: A contact center manager wants to measure the impact of a ne...
- Question 51: Universal Containers is changing their case management syste...
- Question 52: What should a consultant recommend to ensure chat requests c...
- Question 53: Universal Containers plans to migrate data into SFDC from a ...
- Question 54: How should a consultant provide suggested article functional...
- Question 55: Which solution can be used to improve call deflection?...
- Question 56: SLA says agent must respond within one hour, or if marked "u...
- Question 57: Support agentsneed to verify that customers are eligible to ...
- Question 58: Universal Containers has a service level agreement (SLA) wit...
- Question 59: Why would customer upgrade from self-service to customer por...
- Question 60: Universal Containers provides Customer Support for two separ...
- Question 61: Universal Containers has determined that case list views are...
- Question 62: The contact center at Universal Containers offers support th...
- Question 63: Which capabilities of the console can the company use to hel...
- Question 64: Universal Containers knows it will be adding new Cases at a ...
- Question 65: What is thecapability of case feed?...
- Question 66: Which two solutions shouldUniversal Containers consider to i...
- Question 67: Universal Containers' contact center would like to measure a...
- Question 68: Universal Containersrequires that users have the ability to ...
- Question 69: Universal Containers needs to improve Customer Satisfaction,...
- Question 70: UC has a telemarketing contact center with agents who cold-c...
- Question 71: Whatcan universal containers do to reduce costs and immediat...
- Question 72: UC wants toimplement a Knowledge management process with the...
- Question 73: Which technology will allow aclient to enable ideas on a pub...
- Question 74: The cost of service forUniversal Containers contact centers ...
- Question 75: Universal containers wants to provide its 20 million custome...
- Question 76: Universal Containers wants to track customer satisfaction (C...
- Question 77: UniversalContainers wants to deploy Live Agent as a new supp...
- Question 78: A Knowledge administrator has created an article for a promo...
- Question 79: Universal Containers (UC) wants to schedule for repair servi...
- Question 80: Universal Containers initiates cases based onelectronic tran...
- Question 81: Universal Containers is using the Service Cloud Console for ...
- 1 commentQuestion 82: Universal Containers has tested skills-based routing in a sa...
- Question 83: UniversalContainers is implementing Salesforce Knowledge for...
- Question 84: Universal Health Service is setting up Knowledge in its cont...
- Question 85: Whensupport agents are working on a case, the support manage...
- Question 86: The Vice President (VP) of Customer Support for Universal Co...
- Question 87: A contact center manager wants to measure improvements to op...
- Question 88: Universal Containers' agents often need to access the same c...
- Question 89: Universal containers is planning to provide different levels...
- Question 90: Which feature of Salesforce Knowledge can be leveraged to cr...
- Question 91: The Universal Containers support center management team woul...
- Question 92: Which configuration item must be created when implementing L...
- Question 93: In the telesales contact center, Universal Containers has th...
- Question 94: The Service Manager at Universal Containers is concerned tha...
- Question 95: What are two benefits of deploying Knowledge in Customer Com...
- Question 96: Universal Containers wants to be able to assign Cases based ...
- Question 97: The Universal Containers Contact Center has Customer Support...
- Question 98: The contact center at universalcontainers wants to increase ...
- Question 99: Universal Containers wants to let its customers interact rea...
- Question 100: A Company sells two products, each with its own maintenance ...
- Question 101: Using Import Wizard, how many Asset records can you import a...
- Question 102: Universal Containers wants to provide a more consistent serv...
- Question 103: Universal Container's agent's need to be more productive whe...
- Question 104: A contact center agent wants to leverage subject matter expe...
- Question 105: A company receives support requests through a variety of ema...
- Question 106: A company provides customer support for new products and for...
- Question 107: The Service Desk at Universal Containers is considering impl...
- Question 108: Customer Support Agents are frustrated with how they interac...
- Question 109: The contact center manager at Universal Containers is concer...
- Question 110: Universal Containers runs a support operation with multiple ...
- Question 111: Universal Containers has recently set up an email-to-case ch...
- Question 112: A client's Support Call Center has seen an increase in call ...
- Question 113: Universal Containers is exploring ways to provide its custom...
- Question 114: A consultant is working on a Service Cloud implementation wi...
- Question 115: The Service Manager at Universal Containers wants to improve...
- Question 116: A manager would like information on the knowledge base searc...
- Question 117: The Service Manager at universal Containers manages three te...
- 1 commentQuestion 118: Which feature should a Consultant recommend to allow a Tier ...
- Question 119: If you delete a case, which twoalso get deleted? (Choose two...
- Question 120: The Support Manager atUniversal Containers is getting inaccu...
- Question 121: A customer has recently implemented an on-premise telephony ...
- Question 122: As part of a new Salesforce Knowledge implementation, Univer...
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secondo me è la A