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NEW QUESTION 40
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
- A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
- B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
- C. Set up a Salesforce Customer Community that will allow customers to create cases online.
- D. Set up analytical snapshots to capture key case information and create historical trending reports.
Answer: A,C
NEW QUESTION 41
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Article Types
- B. Record Types
- C. Page Layouts
- D. Omni-Channel
- E. Support Processes
Answer: B,D,E
NEW QUESTION 42
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
- A. Einstein Bots with Credit Card Payments
- B. Experience Cloud with Customer Account Portal template
- C. Field Service with Integrated Payments
- D. Service Cloud Voice with Tele-pay
Answer: B
NEW QUESTION 43
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure IVR routing to bypass Tier 1 for the product line.
- B. Create Knowledge Articles and publish internally and publicly.
- C. Configure Omni-channel to assign cases directly to Tier 2.
- D. Create a dashboard to track and manage call volumes by type.
Answer: B
NEW QUESTION 44
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- B. Configure the new app in developer org and use an unmanaged package to deploy to production.
- C. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- D. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
Answer: B
NEW QUESTION 45
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