Question 31 · 97 in bank
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?
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Answer: C
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Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?
Answer: C
Cloud Kicks (CK) supports customers through Salesforce Messaging. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future messaging sessions. What is the recommended feature to meet the requirement?
Answer: B
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?
Answer: A
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?
Answer: C
Case feed is not real-time, with the omni supervisor you can enter the chat with the agent and talk to him while talking to the customer.
Source: Adapted from community discussion — eliezeraugust0
Service Representatives are complaining that the Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a consultant suggest to improve the efficiency of console users?
Answer: C
Should be C. You don't enable keyboard shortcuts in Lightning, they are just there and you can't customise them. However, you can control the visibility of components based on criteria.
Source: Adapted from community discussion — CryptoD
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields. Which three best practices should a consultant recommend? (Choose three.)
Answer: ABD
A. Deduplicate the data before importing into Salesforce. This is crucial to maintain data integrity. Eliminating duplicates before import helps in avoiding data clutter and ensures that you have a single source of truth within Salesforce. D. Standardize all rows to match Salesforce data types. Ensuring that the Excel data matches the Salesforce field types (Date, Number, Text etc.) before importing will prevent errors during the import process and ensure that data is accurately reflected in Salesforce. B. Import the records and use Duplicate Management. While it's important to deduplicate before importing, using Salesforce's Duplicate Management feature provides another layer of data integrity, ensuring that no duplicates are created during or after the import process. Note that option E would be problematic because workflow rules are not designed to change data types, and option C might be useful but doesn't directly address the issue of data types or duplicates in this specific context.
Source: Adapted from community discussion — Paul421
The contact center at Universal Containers offers support through phone, email, public website, and an Experience Cloud site. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? (Choose two.)
Answer: AB
it should be B,C. Option A is relevant for tracking knowledge base content generation but does not directly measure the success of self-service initiatives in terms of case resolution or customer satisfaction. Option D is important for monitoring the efficiency of call handling but is not directly related to measuring the success of self-service initiatives.
Source: Adapted from community discussion — taniadey17
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?
Answer: D
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?
Answer: B
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days. Which approach should a consultant implement?
Answer: C
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