Universal Container wants to measure the efficient of its Contact Center. Which three metrics should the contact center manager analyze?
A. Number of Closed cases on first call
B. Average Number of days to close cases
C. Number of open cases per day
D. Number of cases escalated
E. Number of new customers added
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
A. The specific Quick Action must be added to the Case Feed.
B. Global Actions need to be on the publisher layout.
C. The specific Quick Action must be added to the Case record page.
D. Quick Actions must be enabled in the org.
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
A. To provide online security threat information
B. To provide live and historical data on system performance
C. To provide information planning planned maintenance
D. To provide live support for system and data backup
E. To provide best practices for continuity plans
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.
A. Workflow rule
B. Validation rules on case process field
C. Escalation rule to ignore business hours based on casecriteria
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live. Which approach should the Consultant use for data migration?
A. Prepare, Plan, Text, Execute, Validate
B. Prepare, Plan, Validate, Execute, Text
C. Plan, Prepare, Test, Execute, Validate
D. Plan, Prepare, Validate, Execute, Text
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
A. Record Types
B. Support Processes
C. Approval Processes
D. Support Types
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks. Which feature should a Consultant implement to address this concern?
A. ConfigureMacros
B. Multiple Monitors Components
C. Collapsible Sidebar Components
D. Console Keyboard Shortcuts
Universal Containers' customer service technicians need to access the following informationwhile at a customer site to complete the service call: • Customer order history • Level of contracted support • List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?
A. An enterprise resource planning system
B. A knowledge management system
C. A workforce management system
D. A third -party mobile application platform
UC must 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 problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
A. Create a custom web service to handle invoice inserts and updates from the billingsystem
B. Create a custom tab of type URL that displays a search page from the billing system
C. Import payment data into Salesforce and add to the contact page layout related list
D. Create a Visualforce page that retrieves payment information via a Web Service call-out
What key metric should a contact center manager use to evaluate the effectiveness of a
new Service Cloud implementation? (Choose 2)
A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published