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- Question 50
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Question 50/83
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?
Correct Answer: C
To provide contact center agents with access to a customer's payment history from an external billing system, configuring Salesforce Connect to integrate External Objects is advised. This solution enables real-time access to billing data directly within Salesforce, eliminating the need for direct access to the external system and streamlining the process for agents handling billing-related inquiries.
- 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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