Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.
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
Milestones can be added to which three Object types? Choose 3 answers
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 bemigrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?
Universal Containers CFO is looking for ways to reducecontact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a keyconsideration when configuring a customer portal?
Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.
Universal Containers wants to display a list of open cases, data forman external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization(RMA) and/or Field Service Request (FSR). The original caseCANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should UniversalContainers consider when designing the solution? Choose 3 answers
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 hadprogressed in troubleshooting?
