QUESTION 32
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently
using the Lightning Service Console?

QUESTION 33
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers

QUESTION 34
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

QUESTION 35
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

QUESTION 36
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

QUESTION 37
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

QUESTION 38
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

QUESTION 39
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

QUESTION 40
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

QUESTION 41
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

QUESTION 42
Universal Containers requires that a case status be updated 48 hours after a solution to the case has been
emailed to a customer. Which Salesforce feature would be used to meet this requirement?

QUESTION 43
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

QUESTION 44
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?

QUESTION 45
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

QUESTION 46
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case
processing from Tier l and know how far Tier l had progressed in troubleshooting?

QUESTION 47
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

QUESTION 48
Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

QUESTION 49
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

QUESTION 50
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

QUESTION 51
Universal Containers wants to create a process to verify that customers are eligible for support before a case is
creates. A consultant recommends using entitlement management to meet this requirement. Which benefit
would be realized by using the entitlement management feature? Choose 2 answers.

QUESTION 52
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

QUESTION 53
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?