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Question 35/103
Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address thisrequirement?
Which service cloud feature should the consultant recommend to address thisrequirement?
Correct Answer: D
- Question List (103q)
- Question 1: A Global company requires public documents to be translated ...
- Question 2: Universal Containers wants to ensure the contracted service ...
- Question 3: Which method can be used to route cases from social channels...
- Question 4: UC wants to provide its 20 million customers with a portal w...
- Question 5: Universal containers wants to assign support agents to handl...
- Question 6: The Universal Containers contact center offers support via e...
- Question 7: UC is in the process of implementing Service Cloud. In which...
- Question 8: A Knowledge administrator has created an article for a promo...
- Question 9: Support Managers have requested the ability to provide real-...
- Question 10: Universal Containers is trying to reduce the amount of time ...
- Question 11: Universal Containers allows Agents to work remotely using a ...
- Question 12: Universal Containers has Technical Support andgeneral Custom...
- Question 13: A consultant needs to import 2,000 source articles for a Sal...
- Question 14: Universal containers is planning to provide different levels...
- Question 15: A Service Consultant has been asked to design a solution for...
- Question 16: A company receives support requests through a variety of ema...
- Question 17: A Contact Center Manager is implementing a new customer care...
- Question 18: A support agent has a detailed question about productfunctio...
- Question 19: What statement is true about the Salesforce Knowledge articl...
- Question 20: Which solution can be used to improve call deflection?...
- Question 21: Universal Containers wants to shorten the average call time ...
- Question 22: The Universal Container's customer support organization has ...
- Question 23: One business unit at Universal Containers has been using Ser...
- Question 24: A Service Manager has just configured Live Agent at a compan...
- Question 25: UC's service center needs to provide support for a new produ...
- Question 26: Universal Containers support manager wants to share product-...
- Question 27: What process is a use case for Visual workflow? Choose 3 ans...
- Question 28: Universal Containers has determined that case list views are...
- Question 29: Universal containers wants to implement Omni channel within ...
- Question 30: A customer isplanning a Service Cloud implementation. The cu...
- Question 31: Ifa Case cannot be resolved after Tier 1 has performed their...
- Question 32: Universal Containers has activated Email-to-Case functionali...
- Question 33: Universal Containers provides Customer Support for two separ...
- Question 34: Universal Containers uses Live Agent to interact with custom...
- Question 35: Universal containers wants to maintain service level agreeme...
- Question 36: Universal Containers wants articles to besuggested to agents...
- Question 37: When a Self Service Portal User adds a Case Comment the foll...
- Question 38: Universal Containers is considering a Knowledge-Centered Sup...
- Question 39: Support process: escalation queue if not responded in 2 hour...
- Question 40: Universal Containers wants to reduce the volume of calls int...
- Question 41: Universal Containers runs a support operation with multiple ...
- Question 42: Universal Containers has Technical Support and general Custo...
- Question 43: Universal containers is in the process of setting up abusine...
- Question 44: Universal Containers CFO is looking for ways to reduce conta...
- Question 45: Universal Containers will be launching a telesales contact c...
- Question 46: The Service Manager at Universal Containers is concerned tha...
- Question 47: UC wants to implement a Knowledge management process withthe...
- Question 48: What are some uses of www.trust.salesforce.com in business c...
- Question 49: Universal containers is migrating from classic knowledge to ...
- Question 50: Universal Containers is implementing Salesforce Knowledge fo...
- Question 51: Universal Containers (UC) is updating the ServiceCloud conso...
- Question 52: Universal containers contact center is experiencing increase...
- Question 53: The contact center at universalcontainers wants to increase ...
- Question 54: Which document should be created to support the initial plan...
- Question 55: At Universal Containers, a support agent dedicated to one cu...
- Question 56: Universal Containers wants to provide its customers with mor...
- Question 57: A company would like to implement a solution that would hold...
- Question 58: Universal Containers wants to track customer satisfaction (C...
- Question 59: Universal containers are developing a business continuity pl...
- Question 60: Universal Containers needs to improve Customer Satisfaction,...
- Question 61: In the telesales contact center, Universal Containers has th...
- Question 62: What is a business continuity challenge in a cloud-based con...
- Question 63: A contact center was unable to assign cases by case type bef...
- Question 64: How can a Contact Center Manager see which Service Represent...
- Question 65: A consultant is working on a Service Cloud implementation wi...
- Question 66: Universal containers would like to implement a solution to h...
- Question 67: Universal Containers is implementing a Knowledge Base and wa...
- Question 68: The Vice President (VP) of Customer Support for Universal Co...
- Question 69: The Service Desk at Universal Containers is considering impl...
- Question 70: Which two capabilities of Lightning Knowledge ensure accurat...
- Question 71: Universal Containers purchased Knowledge and would like to i...
- Question 72: Universal Containers would like for article to be different ...
- Question 73: Caseescalation rules triggered on the last modification will...
- Question 74: What metrics should a contact center manager consider to mea...
- Question 75: Universal containers has implemented salesforce service clou...
- Question 76: Universal Containers has millions of customers in Salesforce...
- Question 77: When migrating data from an older system to a new one, what ...
- Question 78: For which purpose should a contact center use visual workflo...
- Question 79: What are three best practices that should be used when deplo...
- Question 80: Business Users have requested that the salesforce administra...
- Question 81: The Support Manager at Universal Containers wants to improve...
- Question 82: As part of a new Salesforce Knowledge implementation, Univer...
- Question 83: Universal Containers needs to ensure itis staffing enough ag...
- Question 84: UCs is implementing Salesforce Knowledge at its contact cent...
- Question 85: The Universal Containers Contact Center has Customer Support...
- Question 86: Universal Containers wants to measure the efficiency of its ...
- Question 87: A customer has a detailed question about product functionali...
- Question 88: What are two design considerations for a Live Agent implemen...
- Question 89: Universal Containers is launching a full line of new product...
- Question 90: The contact center at Universal Containers offers support th...
- Question 91: What are benefits of deploying Knowledge in a high volume Se...
- Question 92: A manager has noticed an increase in average case age. This ...
- Question 93: Universal Containers' support management team has noticed an...
- Question 94: Universal Containers requires that a case is logged for ever...
- Question 95: A company has these requirements for dealing with Cases: - H...
- Question 96: Which technology will allow aclient to enable ideas on a pub...
- Question 97: The manager of a large credit card contact center needs to u...
- Question 98: UC has completed development and testing of its Service Clou...
- Question 99: Universal Containers' support team requires its customers to...
- Question 100: Which of the following utilize the "Automated Case User" (Ch...
- Question 101: Universal Containers has a service level agreement (SLA) wit...
- Question 102: When a Self Service Portal User adds a Case Comment the foll...
- Question 103: The Universal Containers' customer support organization has ...
