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Question 38/83
The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.
Which solution should a consultant recommend?
Which solution should a consultant recommend?
Correct Answer: B
To address the issue of closed cases still owned by a queue, implementing a case validation rule is the most effective solution. This rule can enforce that cases must be transferred to an individual user's ownership before they can be marked as closed. This ensures data accuracy in reports and helps in evaluating agent performance more reliably, as cases will correctly reflect their final ownership status.
- Question List (83q)
- Question 1: Service agents at Cloud Kicks frequently encounter duplicate...
- Question 2: Universal Containers has recently implemented an Experience ...
- Question 3: Universal Containers wants to let its customers interact in ...
- 2 commentQuestion 4: Universal Containers (UC) has created a new partner onboardi...
- Question 5: Universal Containers (UC) hired agents in an expansion of th...
- Question 6: The VP of service at Universal Containers wants to make it e...
- Question 7: Universal Containers (UC) provides customer support for two ...
- Question 8: Universal Containers has implemented Service Cloud. The comp...
- Question 9: The support manager at Universal Containers wants to see mon...
- Question 10: Universal Containers has a category of cases that cannot be ...
- Question 11: Universal Containers (UC) is preparing to implement Service ...
- Question 12: Universal Containers (UC) is implementing Service Cloud. UC ...
- Question 13: Agents at Universal Containers are required to update the Ca...
- Question 14: Universal Containers (UC) is configuring a self-service page...
- 2 commentQuestion 15: A consultant is working on a Service Cloud implementation wi...
- 2 commentQuestion 16: Universal Containers' support team requires its customers to...
- Question 17: Cloud Kicks (CK) uses Lightning Experience and Lightning Kno...
- Question 18: Cloud Kicks is changing its case management system to Salesf...
- Question 19: Universal Containers (UC) is implementing Service Cloud with...
- Question 20: Cloud Kicks has a robust Service Cloud implementation for it...
- Question 21: Cloud Kicks (CK) uses Service Cloud and Slack. For difficult...
- Question 22: Universal Containers is using Service Cloud for customer ent...
- Question 23: Universal Containers wants to help customers resolve issues ...
- Question 24: Universal Containers (UC) is migrating from a legacy case ma...
- Question 25: Cloud Kicks plans to use case teams to help collaborate on d...
- Question 26: A consultant has been hired to integrate a client's phone sy...
- Question 27: Cloud Kicks provides regular and special support to customer...
- Question 28: Service agents need to send emails with attachments to custo...
- Question 29: Universal Containers is training a new set of service agents...
- Question 30: Cloud Kicks (CK) has created hundreds of Knowledge articles ...
- Question 31: Cloud Kicks provides support to customers across the world a...
- Question 32: The support team at Cloud Kicks would like to implement a me...
- Question 33: Universal Containers (UC) is ramping up its Knowledge progra...
- 2 commentQuestion 34: How should a consultant configure a report that shows the av...
- Question 35: A recent review of customer satisfaction surveys revealed th...
- 1 commentQuestion 36: Cloud Kicks uses Einstein Next Best Action to help service a...
- Question 37: Universal Containers provides customers with different servi...
- 1 commentQuestion 38: The support manager at Universal Containers is getting inacc...
- Question 39: A manager has noticed an increase in average case age. This ...
- Question 40: Universal Containers (UC) wants to improve case management b...
- Question 41: Universal Containers (UC) wants to improve customer satisfac...
- Question 42: The support management team at Universal Containers has noti...
- Question 43: Metrics show that Universal Containers has a high call aband...
- Question 44: Universal Containers (UC) has regional contact centers aroun...
- 1 commentQuestion 45: Universal Containers' leadership wants to reduce the level o...
- 1 commentQuestion 46: Universal Containers wants to move articles from an old data...
- Question 47: To help service agents more accurately respond to a new case...
- Question 48: Support managers have requested the ability to provide real-...
- Question 49: Universal Containers (UC) wants to deploy Service Cloud to 1...
- Question 50: Universal Containers needs to provide contact center agents ...
- Question 51: Universal Containers (UC) has a service-level agreement (SLA...
- Question 52: An organization has requested guidance on how to delete cust...
- Question 53: A contact center manager wants to measure improvements to ca...
- Question 54: Cloud Kicks wants to create a secure, branded mobile app tha...
- Question 55: Cloud Kicks provides support to customers in email, social, ...
- Question 56: A business-to-consumer (B2C) company wants to decrease servi...
- Question 57: Universal Containers has recently implemented a new CTI syst...
- Question 58: Universal Containers (UC) faces challenges in efficiently ma...
- 2 commentQuestion 59: Cloud Kicks (CK) uses Lightning Knowledge and has set up Dat...
- Question 60: Cloud Kicks frequently works with distribution partners who ...
- Question 61: Universal Containers (UC) is planning to use Service Cloud M...
- Question 62: A consultant is tasked with creating a dashboard in Salesfor...
- Question 63: Universal Containers has recently implemented Chat and is lo...
- Question 64: The support manager at Universal Containers wants to improve...
- Question 65: Which Salesforce resource can be attached to a customer emai...
- Question 66: Service Console users work on dozens of cases at a time and ...
- Question 67: Case closure time at Cloud Kicks (CK) is too high although C...
- Question 68: Cloud Kicks' service agents frequently receive requests for ...
- Question 69: Cloud Kicks is planning to provide different levels of suppo...
- Question 70: Cloud Kicks wants to offer its customers a more personalized...
- Question 71: Universal Containers is migrating from Knowledge to Lightnin...
- Question 72: Cloud Kicks (CK) uses Lightning Dialer and one-click calling...
- Question 73: The Universal Containers (UC) customer support organization ...
- Question 74: Ursa Major Solar (UMS) provides customers with remote monito...
- Question 75: Cloud Kicks uses a console app to support users. Service age...
- Question 76: Cloud Kicks plans to deploy Service Cloud to customers who w...
- Question 77: At Universal Containers, support agents need to verify that ...
- Question 78: Universal Containers wants to develop a new Case Management ...
- Question 79: Cloud Kicks will use the Salesforce Knowledge Article Import...
- Question 80: Universal Containers (UC) has hired a consulting firm to imp...
- Question 81: The service team members at Cloud Kicks (CK) are struggling ...
- Question 82: Universal Containers wants to provide a more consistent serv...
- Question 83: Universal Containers is using WhatsApp to provide support to...
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The answer is C
refer https://www.saasguru.co/salesforce-case-assignment-rules/#:~:text=The%20rules%20are%20triggered%20at,Read%20permission%20on%20the%20cases.