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- Question 47
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Question 47/117
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?
Which approach should a consultant implement?
Correct Answer: D
Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules
- Question List (117q)
- Question 1: Cloud Kicks has millions of customers. Only a small percenta...
- Question 2: Metrics show that Universal Containers has a high call aband...
- Question 3: Universal Containers has defined a set of steps that each Ca...
- 5 commentQuestion 4: Universal Containers (UC) is updating the Service Cloud cons...
- Question 5: Cloud Kicks (CK) provides support through Web-to-Case. As pa...
- Question 6: Cloud Kicks uses the Service Console, Service agents freguen...
- 1 commentQuestion 7: Universal Containers (UC) has deployed a call center using o...
- Question 8: Universal Containers is using the Lightning Service Console ...
- 2 commentQuestion 9: Universal Containers (UC) wants to automate the process of c...
- Question 10: Universal Containers (UC) plans to implement a chatbot withi...
- Question 11: Cloud Kicks is preparing to migrate to Service Cloud from an...
- Question 12: Cloud Kicks needs to onboard new employees and deliver new h...
- Question 13: Universal Containers recently rolled out a Salesforce knowle...
- Question 14: Cloud Kicks uses Social Customer Service to create and respo...
- Question 15: Universal Containers (UC) recently expanded sales to Mexico ...
- Question 16: Universal Containers support management team has noticed an ...
- Question 17: As part of a service improvement project, Cloud Kicks (CK) h...
- 1 commentQuestion 18: When Service Reps view a Case, they often need to see the Ca...
- 1 commentQuestion 19: Universal Containers (UC) has created a new partner onboardi...
- 2 commentQuestion 20: UCs is implementing Salesforce Knowledge at its contact cent...
- Question 21: universal containers wants to monitor customers social media...
- Question 22: Cloud Kicks is preparing to deploy Omni-Channel Resolutin to...
- Question 23: Metrics show that Universal Containers has a high call aband...
- 2 commentQuestion 24: The support manager at universal containers has noticed an i...
- Question 25: Universal Containers wants to automate case management for t...
- 1 commentQuestion 26: The VP of Service at Universal Containers wants to make it e...
- Question 27: Universal Containers 'IT policy prevents third-party softwar...
- Question 28: Cloud Kicks uses Service Cloud and Slack. For difficult case...
- 1 commentQuestion 29: Universal Containers has four internal divisions that use Sa...
- Question 30: universal containers wants to monitor customers social media...
- Question 31: Universal Containers wants to allow customers to send messag...
- Question 32: Universal Containers has a case handling process that requir...
- Question 33: Universal Containers wants to let its customers interact rea...
- Question 34: Universal Containers wants to implement best practices for i...
- 1 commentQuestion 35: Universal Containers wants to unify channels and manage agen...
- Question 36: Ursa Major Solar (UMS) provides customers with remote monito...
- Question 37: Universal Containers has implemented a call-based response s...
- Question 38: Cloud Kicks (CK) uses Service Cloud and Slack. For difficult...
- 3 commentQuestion 39: A Contact Center Manager is implementing a new customer care...
- Question 40: Cloud Kicks (CK) provides customized support based on produc...
- Question 41: Cloud Kicks (CK) is a global company with multiple product l...
- Question 42: Cloud Kicks provides support to customers through voice, web...
- Question 43: Service Representatives are complaining that their Lightning...
- Question 44: Cloud Kicks (CK) often needs to seek assistance within its o...
- Question 45: What are three necessary steps to test that the Omm-Channel ...
- Question 46: A business-to-consumer (B2C) company wants to decrease servi...
- Question 47: Universal Containers wants to notify Support Managers when a...
- Question 48: A company has implemented Salesforce Service Cloud. The comp...
- Question 49: Universal Containers wants to implement a customer service c...
- 1 commentQuestion 50: Universal Containers wants customers to have the ability to ...
- Question 51: Universal Containers runs a support operation with multiple ...
- Question 52: Universal Containers wants a mechanism that provides custome...
- Question 53: Cloud Kicks wants to optimize its development methodology. T...
- Question 54: A manager would like information on the knowledge base searc...
- 1 commentQuestion 55: The Support Manager at Universal Containers is getting inacc...
- Question 56: A Service Representative transfers a Live Agent Chat to anot...
- Question 57: Universal Containers wants to Jet its customers interact rea...
- Question 58: A recent work task analysis for a service center revealed th...
- Question 59: Cloud Kicks (CK) uses Lightning Experience and Lightning Kno...
- Question 60: The Vice President (VP) of Customer Support for Universal Co...
- Question 61: Cloud Kicks (CK) wants to correlate its Customer Satisfactio...
- Question 62: Universal Containers (UC) is configuring a self-service page...
- Question 63: Service agents at Cloud Kicks report spending a lot of time ...
- Question 64: Cloud Kicks (CK) plans to deploy Service Cloud. Customers ha...
- Question 65: service representatives are complaining that their lightning...
- Question 66: Cloud Kicks has implemented a review process for all new kno...
- 3 commentQuestion 67: Universal Containers wants to add functionality to its Servi...
- Question 68: Universal Containers is planning to provide different levels...
- 1 commentQuestion 69: Universal Containers is launching a full line of new product...
- Question 70: Ursa Major Solar sells industrial equipment and privide supp...
- Question 71: Universal Containers is considering a Knowledge-Centered Sup...
- Question 72: Universal Containers wants to maintain Service Level Agreeme...
- Question 73: DreamMouse Realty would like to provide a user-friendly way ...
- Question 74: To help Service Agents more accurately respond to Cases, Uni...
- Question 75: Agents at Universal Containers are required to update the ca...
- Question 76: Cloud kicks needs a way for external customers to easily cre...
- Question 77: Universal Containers is implementing Service Cloud to make t...
- Question 78: Support is divided by product line at AW Computing. Each pro...
- Question 79: Universal Containers recently deployed a Salesforce Knowledg...
- Question 80: Universal Containers plans to migrate its existing knowledge...
- Question 81: What are three best practices that should be used when deplo...
- Question 82: A company is changing its case management system to Salesfor...
- Question 83: Cloud Kicks (CK) has service agents based in North America a...
- Question 84: How can a Contact Center Manager see which Service Represent...
- Question 85: Cloud Kicks use a Console App to support users. Service agen...
- Question 86: Universal Containers has recently implemented an Experience ...
- Question 87: Universal Containers wants to display a history of all of to...
- Question 88: Universal Containers (UC) receives partner data in Excel for...
- 2 commentQuestion 89: Which feature should a Consultant recommend to allow a Tier ...
- 2 commentQuestion 90: universal containers wants to unify channels and manage agen...
- Question 91: At Universal Containers, support agents need to verify that ...
- Question 92: Universal Containers wants to deploy the Service Cloud to it...
- Question 93: Cloud Kicks (CK) provides support 24 hours a day, 7 days a w...
- Question 94: Universal Containers need to determine whether the work orde...
- Question 95: Universal Containers wants to reduce the clicks a Customer S...
- Question 96: Cloud Kicks (CK) has created hundreds of Knowledge articles ...
- Question 97: Universal Containers wants to implement best practices for i...
- Question 98: AW Computing sells and supports personal computers and print...
- Question 99: Universal Containers has been testing an updated Service Con...
- Question 100: Universal Containers wants to notify Support Managers when a...
- Question 101: A company would like to implement a solution that would hold...
- 1 commentQuestion 102: Cloud Kicks (CK) started out as a small shoe company. Now, C...
- Question 103: Universal Containers' support management team has noticed an...
- Question 104: Universal Containers wants to ensure the contracted service ...
- Question 105: What are three considerations when adding a report chart to ...
- Question 106: Which Search mechanism should be used to find Case Comments ...
- Question 107: Universal Containers has created permission sets granting ac...
- Question 108: The contact center at Universal Containers offers support th...
- 1 commentQuestion 109: As part of a new Salesforce Knowledge implementation, Univer...
- Question 110: Ursa Major Solar cells highly technical products that requir...
- 2 commentQuestion 111: Universal Containers wants to reduce the amount of Sim suppo...
- Question 112: Ursa Major Solar's support department would like to implemen...
- Question 113: what should a consultant recommend to ensure chat request co...
- Question 114: Universal Containers email policy requires that all email tr...
- Question 115: Milestones can be added to which two Object types? Choose 2 ...
- 3 commentQuestion 116: How should a consultant configure a report that shows the av...
- Question 117: After migrating from Knowledge to Lightning Knowledge, Autho...
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