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- Question 86
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Question 86/148
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
Which reporting solution should a consultant recommend?
Correct Answer: D
- Question List (148q)
- Question 1: UC's service center needs to provide support for a new produ...
- Question 2: Universal Containers (UC) is currently live with Sales Cloud...
- 8 commentQuestion 3: Which two configuration steps are required before quick acti...
- Question 4: Universal Containers is planning to provide different levels...
- Question 5: A client's Support Call Center has seen an increase in call ...
- 1 commentQuestion 6: When support agents are working on a case, the support manag...
- 6 commentQuestion 7: Universal Containers provides Customer Support for two separ...
- Question 8: Which feature should a Consultant recommend to allow a Tier ...
- Question 9: What are three best practices that should be used when deplo...
- Question 10: Universal Containers is implementing a call center using CTI...
- 4 commentQuestion 11: Universal Containers has activated Email-to-Case functionali...
- Question 12: Universal Containers is migrating from Classic Knowledge to ...
- Question 13: A contact center manager wants to measure improvements to op...
- Question 14: At Universal Containers, a support agent dedicated to one cu...
- Question 15: Universal Containers requires a scheduling solution that wil...
- 4 commentQuestion 16: What are two benefits of deploying Knowledge in Customer Com...
- Question 17: Universal Containers (UC) created a new mobile app that enab...
- Question 18: UC has a three-tiered contact center. Cases are routed to Ti...
- 1 commentQuestion 19: Which Statement is true regarding Salesforce Chatter Answers...
- Question 20: Universal Containers, a new Salesforce customer, needs its m...
- Question 21: Universal Containers wants to display a list of open cases, ...
- Question 22: Universal Containers assigns its contact center agents to ce...
- 3 commentQuestion 23: Universal containers is looking for ways to provide more pro...
- Question 24: Universal Containers has an upcoming maintenance window wher...
- 1 commentQuestion 25: Universal Containers has completed development and testing o...
- 3 commentQuestion 26: When a Self Service Portal User adds a Case Comment the foll...
- 5 commentQuestion 27: Universal Containers has tested skills-based routing in a sa...
- Question 28: Universal Containers (UC) needs to invoke a process on an ex...
- Question 29: The Universal Containers support center management team woul...
- 4 commentQuestion 30: What are three considerations when adding a report chart to ...
- Question 31: Universal Containers wants to implement a new web presence t...
- Question 32: Universal Containers requires that a case is logged for ever...
- 1 commentQuestion 33: Universal Containers wants to monitor customers' social medi...
- Question 34: Universal Containers uses Live Agent to interact with custom...
- Question 35: Universal Containers is bringing a new division under their ...
- Question 36: Universal Containers wants to track customer satisfaction (C...
- Question 37: Which two solutions can be used to enable agents to manage m...
- 1 commentQuestion 38: Universal containers is trying to reduce the amount of time ...
- Question 39: You're working on a sales presentation for your customer - u...
- 2 commentQuestion 40: Cloud Kicks (CK) provides support 24 hours a day, 7 days a w...
- Question 41: A Knowledge administrator has created an article for a promo...
- 5 commentQuestion 42: Which three are characteristics of Visual Workflow? Choose 3...
- 1 commentQuestion 43: Universal Containers analyzes key performance indicators (KP...
- Question 44: The contact center manager at Universal Containers is concer...
- Question 45: If you delete a case, which two also get deleted? (Choose tw...
- Question 46: SLA says agent must respond within one hour, or if marked "u...
- Question 47: Universal Containers wants to implement Omni Channel within ...
- 3 commentQuestion 48: Universal Containers Call Center Agents have limited visibil...
- 3 commentQuestion 49: What process is a use case for Visual workflow? Choose 3 ans...
- Question 50: A customer utilizes a high-volume Service Cloud portal for i...
- Question 51: Universal Containers wants to import an external knowledge b...
- 1 commentQuestion 52: Customer Support Agents are frustrated with how they interac...
- Question 53: Universal container support manager wants to share product s...
- Question 54: Universal Containers email policy requires that all email tr...
- Question 55: Which Service Cloud tool requires the least agent involvemen...
- Question 56: Universal containers is implementing salesforce knowledge an...
- 6 commentQuestion 57: Contact Center management must be notified whenever an Open ...
- Question 58: Universal Containers wants to reduce the clicks a Customer S...
- Question 59: A customer has recently implemented an on-premise telephony ...
- Question 60: How is the hash mark (e.g., #salesforce) used in chatter?...
- 6 commentQuestion 61: Which statement is true regarding the Salesforce CTI adapter...
- Question 62: Support process: escalation queue if not responded in 2 hour...
- 3 commentQuestion 63: Universal Containers has recently implemented a Customer Com...
- 2 commentQuestion 64: Ursa Major Solar cells highly technical products that requir...
- Question 65: Universal Containers wants to shorten the average call time ...
- Question 66: Universal Containers wants to help customers resolve issues ...
- Question 67: All of the following objects may have a queue EXCEPT:...
- Question 68: Universal Containers wants to unify channels and manage agen...
- Question 69: UC has two customer service contact centers and each focuses...
- Question 70: A report shows average time spent by agents to resolve cases...
- 2 commentQuestion 71: Universal Containers recently rolled out a Salesforce Knowle...
- 2 commentQuestion 72: Universal Container wants to measure the efficient of its Co...
- 1 commentQuestion 73: A recent review of customer satisfaction surveys revealed th...
- Question 74: The contact center at Universal Containers offers support th...
- 2 commentQuestion 75: Universal Containers has an active presence on Twitter and F...
- 2 commentQuestion 76: A Service Manager has recently implemented Salesforce Knowle...
- Question 77: What are two design considerations for a Live Agent implemen...
- 2 commentQuestion 78: Universal Containers requires that users have the ability to...
- Question 79: Universal Containers is preparing to implement Service Cloud...
- 3 commentQuestion 80: Customer support agents want the ability to view customer re...
- Question 81: Universal Containers wants to automate case management for t...
- 2 commentQuestion 82: Universal Containers (UC) hired in an expansion of the conta...
- 3 commentQuestion 83: Which three features should a Consultant recommend to allow ...
- Question 84: A recent survey at Cloud Kicks (CK) shows a decrease in cust...
- 3 commentQuestion 85: The Universal Containers' customer support organization has ...
- 1 commentQuestion 86: The support manager at universal containers has noticed an i...
- Question 87: Open CTI allows Advanced Administrators and Developers to em...
- Question 88: Which task should be included in a business continuity plan ...
- 2 commentQuestion 89: A case has not been closed even after 30 days, but those cas...
- Question 90: Universal Containers is exploring ways to provide its custom...
- Question 91: UC wants to reduce incoming support phone call volume. What ...
- 2 commentQuestion 92: Which three processes are uses case for Visual Workflow? Cho...
- 2 commentQuestion 93: Due to a recent product recall, Universal Containers has exp...
- 3 commentQuestion 94: Universal containers is migrating from a legacy system to th...
- Question 95: Universal Containers has implemented KCS. Specific article t...
- 4 commentQuestion 96: Universal Containers plans to migrate its existing knowledge...
- 2 commentQuestion 97: Universal Containers is implementing a Knowledge Base and wa...
- 2 commentQuestion 98: Universal Containers needs to ensure it is staffing enough a...
- Question 99: Universal Containers (UC) added a channel to the Service Clo...
- 2 commentQuestion 100: Which of the following utilize the "Automated Case User" (Ch...
- Question 101: Universal Containers wants to maintain Service Level Agreeme...
- 5 commentQuestion 102: What is a common deflection technique to reduce the number o...
- Question 103: Universal Containers' customer service technicians need to a...
- 3 commentQuestion 104: Which two solutions should Universal Containers consider to ...
- 1 commentQuestion 105: Universal Containers wants to deploy Live Agent as a new sup...
- Question 106: Universal containers uses social media to monitor new trends...
- 1 commentQuestion 107: Which technology will allow a client to enable ideas on a pu...
- Question 108: Universal Health supports medical kits that have been distri...
- Question 109: Universal containers want to identify potential delays in th...
- 1 commentQuestion 110: Universal Containers needs to provide contact center agents ...
- 2 commentQuestion 111: Universal Containers has a service level agreement (SLA) wit...
- Question 112: Universal Containers wants to provide its five million custo...
- 2 commentQuestion 113: Universal Containers is implementing a CTI solution for its ...
- Question 114: Universal Containers has created Permission Sets granting ac...
- Question 115: What are some uses of www.trust.salesforce.com in business c...
- 4 commentQuestion 116: UC is initiating a program to improve customer satisfaction....
- Question 117: Universal Containers wants to implement Knowledge to assist ...
- 1 commentQuestion 118: Universal Containers has four internal divisions that use Sa...
- Question 119: A consultant has been hired to integrate a client's phone sy...
- Question 120: UC is concerned with system performance in its contact cente...
- Question 121: Universal Containers has implemented Service Cloud in its ca...
- Question 122: The Universal Containers sales team has been so successful i...
- Question 123: A support agent has a detailed question about product functi...
- 4 commentQuestion 124: Universal Containers wants to provide its customers with mor...
- Question 125: Universal containers is in the process of setting up a busin...
- Question 126: A company has these requirements for dealing with Cases: - H...
- Question 127: Universal Containers would like to implement Omni Channel wi...
- Question 128: The VP of Service at Universal Containers wants to make it e...
- Question 129: What is a recommended way to migrate data from an external s...
- 2 commentQuestion 130: Which system would a contact center integrate with in order ...
- 3 commentQuestion 131: Solution for 15+ MB attachments, 10,000 email cases and 3,00...
- Question 132: Universal Containers support manager wants to share product-...
- Question 133: Which method can be used to route cases from social channels...
- Question 134: Which application will allow a client to enable Ideas on a p...
- Question 135: A Contact Center Manager is implementing a new customer care...
- 4 commentQuestion 136: What are benefits of deploying Knowledge in a high volume Se...
- 2 commentQuestion 137: A customer-submitted case is routed to a service desk agent ...
- Question 138: Which document should be created to support the initial plan...
- Question 139: Agents at Universal Containers are required to update the ca...
- 1 commentQuestion 140: Which case submission process leverages Apex email services?...
- Question 141: Using Import Wizard, how many Asset records can you import a...
- Question 142: Universal Containers' agents often need to access the same c...
- Question 143: What method can NOT be leveraged to capture Cases in additio...
- Question 144: A company frequently has issues with customers that need com...
- Question 145: Universal containers contact center is experiencing increase...
- Question 146: A service manager has just configured chat at a company site...
- 4 commentQuestion 147: Universal Containers plans to migrate its existing knowledge...
- 2 commentQuestion 148: Universal Containers wants to create a process to verify tha...
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Recent Comments (The most recent comments are at the top.)
D is correct
https://www.simplysfdc.com/2022/04/salesforce-case-lifecycle-report-type.html#:~:text=Lifecycle%20report%20works%3F-,What%20is%20the%20Case%20Lifecycle%20report%3F,owner%20or%20status%20is%20changed.