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Question 2/155
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
Which approach should a consultant implement?
Correct Answer: D
- Question List (155q)
- Question 1: Universal Containers wants to reduce the volume of calls int...
- 4 commentQuestion 2: Universal Containers wants to notify Support Managers when a...
- Question 3: Universal containers contact center is experiencing increase...
- 2 commentQuestion 4: An Inside Sales Contact Center Manager would like to access ...
- 1 commentQuestion 5: Universal Containers wants to display a history of all of to...
- 5 commentQuestion 6: Sales engineer needs visibility to list field edits, emails,...
- 3 commentQuestion 7: Universal Containers has an active presence on Twitter and F...
- Question 8: As part of a new Salesforce Knowledge implementation, Univer...
- 1 commentQuestion 9: Universal Containers 'IT policy prevents third-party softwar...
- 2 commentQuestion 10: Universal Containers has an active presence on Twitter and F...
- Question 11: UC has a three-tiered contact center. Cases are routed to Ti...
- Question 12: Which method can be used to route cases from social channels...
- 5 commentQuestion 13: Universal Containers' agents often need to access the same c...
- 2 commentQuestion 14: UC must provide contact center agents with access to a custo...
- Question 15: Universal Containers wants to be able to assign cases based ...
- Question 16: Universal Containers is training a new set of Service Reps. ...
- 3 commentQuestion 17: UC wants to provide its 20 million customers with a portal w...
- 2 commentQuestion 18: Universal Containers (UC) is developing a strategy for suppo...
- 3 commentQuestion 19: Which case submission process leverages Apex email services?...
- Question 20: UC wants to reduce incoming support phone call volume. What ...
- Question 21: A contact center manager wants to measure the impact of a ne...
- Question 22: Universal Containers is evaluating whether to implement On-D...
- 3 commentQuestion 23: Cloud Kicks (CK) recently implemented Knowledge Centered Sup...
- Question 24: When support agents are working on a case, the support manag...
- Question 25: Universal Containers wants to monitor customers' social medi...
- Question 26: A client's Support Call Center has seen an increase in call ...
- 2 commentQuestion 27: What can universal containers do to reduce costs and immedia...
- 5 commentQuestion 28: Which native Service Cloud solution is used for case satisfa...
- Question 29: A Knowledge administrator has created an article for a promo...
- Question 30: Universal Containers' support management team has noticed an...
- 3 commentQuestion 31: Which two capabilities of Lightning Knowledge ensure accurat...
- Question 32: Universal Containers wants to maintain Service Level Agreeme...
- 2 commentQuestion 33: As part of a new Salesforce Knowledge implementation, Univer...
- 2 commentQuestion 34: A business to consumer (B2C) company wants to decrease servi...
- Question 35: Universal containers want to identify potential delays in th...
- Question 36: All of the following objects may have a queue EXCEPT:...
- Question 37: The lifecycle of a Knowledge article consists of five stages...
- 1 commentQuestion 38: vp of service at universal containers wants to make it easie...
- Question 39: What solution should a consultant recommend while designing ...
- 2 commentQuestion 40: A consultant has been hired to integrate a client's phone sy...
- Question 41: A customer-submitted case is routed to a service desk agent ...
- 1 commentQuestion 42: The Vice President (VP) of Customer Support for Universal Co...
- Question 43: The cost of service for Universal Containers' contact center...
- Question 44: Universal Telco sells and supports a line of smart phones. T...
- Question 45: Universal Containers has created Permission Sets granting ac...
- 1 commentQuestion 46: Universal Containers has recently implemented a Customer Com...
- 4 commentQuestion 47: Universal Containers plans to migrate its existing knowledge...
- Question 48: A consultant is working on a Service Cloud implementation wi...
- Question 49: Which document should be created to support the initial plan...
- Question 50: Universal Containers wants to reduce incoming support phone ...
- 1 commentQuestion 51: Universal Containers wants to notify Support Managers when a...
- 1 commentQuestion 52: If a Case cannot be resolved after Tier 1 has performed thei...
- Question 53: A service manager has just configured chat at a company site...
- Question 54: Universal Containers wants to notify Support Managers when a...
- Question 55: Which solution can be used to improve call deflection?...
- 1 commentQuestion 56: Universal Containers is migrating from Classic Knowledge to ...
- Question 57: A company has implemented Salesforce Service Cloud. The comp...
- Question 58: Universal Containers requires that a case is logged for ever...
- Question 59: Universal Containers wants to ensure the contracted service ...
- Question 60: A consulting firm has been retained to implement a new Servi...
- 2 commentQuestion 61: Universal Containers wants to maintain Service Level Agreeme...
- 2 commentQuestion 62: Open CTI allows Advanced Administrators and Developers to em...
- 1 commentQuestion 63: Universal Containers needs to provide contact center agents ...
- 1 commentQuestion 64: A team of publishers has created and published articles in S...
- 1 commentQuestion 65: What can universal containers do to reduce costs and immedia...
- Question 66: What approach should a Consultant use to ensure that Knowled...
- Question 67: Universal Containers (UC) wants customers to be notified by ...
- 3 commentQuestion 68: Universal Containers had tech support and general customer t...
- Question 69: A company has implemented Salesforce Service Cloud. The comp...
- 1 commentQuestion 70: A customer calls the service desk at Universal Containers. T...
- 1 commentQuestion 71: From any queue list view, users can take ownership of one or...
- Question 72: One business unit at Universal Containers has been using Ser...
- 2 commentQuestion 73: UC is concerned with system performance in its contact cente...
- Question 74: A company provides customer support for new products and for...
- Question 75: For which purpose should a contact center use Visual Flow?...
- Question 76: SLA says agent must respond within one hour, or if marked "u...
- Question 77: Which support channel requires the smallest amount of agent ...
- Question 78: Universal Containers wants Service Console users to be able ...
- 3 commentQuestion 79: Universal Containers (UC) has deployed a call center using o...
- Question 80: The Universal Containers contact center offers support via e...
- Question 81: A report shows average time spent by agents to resolve cases...
- Question 82: Universal Containers recently deployed a Salesforce Knowledg...
- 2 commentQuestion 83: UC wants to implement a Knowledge management process with th...
- Question 84: What is a recommended way to migrate data from an external s...
- 2 commentQuestion 85: Universal Containers wants to provide its customers with mor...
- 1 commentQuestion 86: What are three considerations when adding a report chart to ...
- Question 87: Business Users have requested that the salesforce administra...
- Question 88: Universal Containers would like to provide their contact cen...
- Question 89: Support engineer need to see a complete chronological list o...
- Question 90: Due to a recent product recall, Universal Containers has exp...
- Question 91: Universal Containers is changing their case management syste...
- Question 92: Universal Containers email policy requires that all email tr...
- Question 93: The contact center at universal containers wants to increase...
- Question 94: Universal Containers has implemented Service Cloud in its ca...
- Question 95: Which Lightning Service Console feature should be used to en...
- Question 96: A contact center manager wants to measure improvements to op...
- Question 97: Universal Containers is implementing an entitlement process ...
- 2 commentQuestion 98: Which system would a contact center integrate with in order ...
- 1 commentQuestion 99: Which technology will allow a client to enable ideas on a pu...
- Question 100: Universal containers uses social media to monitor new trends...
- Question 101: UC wants to reduce incoming support phone call volume. What ...
- Question 102: UC has created permission sets granting access to object and...
- Question 103: The support manager at universal containers has noticed an i...
- 1 commentQuestion 104: UC wants to implement a Knowledge management process with th...
- Question 105: Universal containers is in the process of setting up a busin...
- Question 106: Universal Containers is implementing an entitlement process ...
- 2 commentQuestion 107: Metrics show that Universal Containers has a high call aband...
- Question 108: Universal Containers support manager wants to share product-...
- Question 109: A manager would like information on the knowledge base searc...
- 1 commentQuestion 110: Which two configuration steps are required before Quick Acti...
- Question 111: UC has completed development and testing of its Service Clou...
- Question 112: Universal containers is in the process of setting up a busin...
- Question 113: What are two design considerations for a Live Agent implemen...
- 2 commentQuestion 114: As part of a new Salesforce Knowledge implementation, Univer...
- Question 115: Support process: escalation queue if not responded in 2 hour...
- 3 commentQuestion 116: What are two benefits of deploying Knowledge in Customer Com...
- 3 commentQuestion 117: Universal Containers is using the Lightning Service Console ...
- Question 118: Universal Containers wants to provide its five million custo...
- 1 commentQuestion 119: UC is initiating a program to improve customer satisfaction....
- 2 commentQuestion 120: Cloud Kicks (CK) has recently started using Entitlements wit...
- 1 commentQuestion 121: Which configuration item must be created when implementing L...
- Question 122: UC's service center needs to provide support for a new produ...
- Question 123: What are three best practices that should be used when deplo...
- Question 124: A customer utilizes a high-volume Service Cloud portal for i...
- Question 125: A manager has noticed an increase in average case age. This ...
- Question 126: A company has created a new onboarding process. An Agent mus...
- Question 127: Which capabilities of the console can the company use to hel...
- 1 commentQuestion 128: the support manager at universal containers wants to see mon...
- 2 commentQuestion 129: Universal Containers is implementing a CTI solution for its ...
- Question 130: Why would customer upgrade from self-service to customer por...
- Question 131: Which document should be created to support the initial plan...
- Question 132: A company would like to implement a solution that would hold...
- 1 commentQuestion 133: Universal Containers wants a mechanism that provides custome...
- Question 134: Universal Containers knows it will be adding new Cases at a ...
- 1 commentQuestion 135: Universal Containers wants to unify channels and manage agen...
- Question 136: The Universal Containers contact center offers support throu...
- 1 commentQuestion 137: Cloud Kicks has implemented a review process for all new kno...
- 4 commentQuestion 138: Universal Containers would like for article to be different ...
- 2 commentQuestion 139: Universal Containers wants to implement best practices for i...
- Question 140: Universal Containers runs a support operation with multiple ...
- 1 commentQuestion 141: Universal Containers is migrating from Classic Knowledge to ...
- Question 142: Universal Containers is exploring ways to provide its custom...
- 1 commentQuestion 143: Which method can be used to route social media inquiries wit...
- 1 commentQuestion 144: Which two solutions should Universal Containers consider to ...
- Question 145: A business to consumer (B2C) company wants to decrease servi...
- Question 146: Cloud Kicks (CK) is a global company with multiple product l...
- Question 147: Universal Containers would like to provide their contact cen...
- Question 148: Which three features should a Consultant recommend to allow ...
- Question 149: The Universal Containers contact center offers support via e...
- Question 150: If you delete a case, which two also get deleted? (Choose tw...
- Question 151: Support process: escalation queue if not responded in 2 hour...
- Question 152: Universal Containers has implemented KCS. Specific article t...
- Question 153: UC is creating an inbound customer support contact center to...
- 1 commentQuestion 154: Universal containers would like for articles to be suggested...
- Question 155: Universal Containers CFO is looking for ways to reduce conta...
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Correct Answer is C
Correct Answer is C
Correct: C
https://trailhead.salesforce.com/pt-BR/content/learn/projects/create-a-process-for-managing-support-cases/create-an-escalation-rule#:~:text=An%20escalation%20rule%20automatically%20reroutes,to%20automatically%20notify%20a%20user.
Why not C?