Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
A. Milestones
B. Assets
C. Service contracts
D. Cases
What are two design considerations for a Live Agent implementation? Choose 2 answers
A. Chat Visitor Browser
B. Chat Window Title
C. Chat Character Limit
D. Idle Connection Timeout
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
A. Number of Portal Logins per Day
B. Knowledge Article Usage
C. Average Call Handle Time
D. Cases by Support Channels
E. Escalated Calls
You're working on a sales presentation for your customer - universal paper, you might want
to add thetopic #universal paper in your status update. What does the hashtag do?
A. Returns a link that returns a post with the same reference
B. Tag another chatter user
C. Deletes posts
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
A. Communities
B. ChatterQuestions
C. Public Knowledge
D. Field Service
E. Macros
What process is a use case for Visual workflow? Choose 3 answers
A. Field validation during case creation
B. Cross-self promotions for representatives
C. Assignment of email to a case queue based on subject
D. Decision-based troubleshooting for representatives
E. Caller verification and creation of a new case
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
A. Implement Service Cloud console to support agents
B. LeverageLive Agent for web-based chat
C. Enable service contracts and entitlements
D. Implement Salesforce Knowledge on a portal
Universal containers hasimplemented salesforce service cloud with the goal of reducing the
number of escalated case for contact center. What metric should a contact center manager use to analyze this?
A. Percent of cases closed with an attached article
B. Percent of cases closed meeting the defined SLA
C. Percent of cases closed with chatter posts
D. Percent of cases closed on first contact
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
A. The Social Feed
B. A Twitter Macro
C. The Case Feed
D. A Custom Component
Universal Containers' contact center manager needs to measure the following metrics: * Agent productivity * Customer satisfaction Which report should a consultant recommend? (Choose 2)
A. Average handle time
B. First contact resolution
C. Average speed to answer
D. Escalation rate