A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. Which approach should be used for the data migration?
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which Salesforce productivity features should be used to accomplish this requirement?
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement. Which feature should the consultant consider?
Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console?
Universal containers is migrating from classic knowledge to lightning knowledge using the lightning knowledge migration tool and noticed that none of the article file attachments were migrated. How can a consultant migrate the file attachments?
Universal Containers needs to provide contact center agents with access to a customer’s payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of calls. | Billing data is stored in an external system containing over 20 million records. | Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
How should a consultant provide suggested article functionality to lightning service console users?
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case. Which features should a Consultant recommend to address this concern?
Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages. Which service cloud feature should the consultant recommend to address this requirement?
What are best practices that should be used when deploying Salesforce functionality to production?
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards. Which solution should a consultant recommend?
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 actions should a Consultant recommend to address the lack of quality checking?
Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console. Which solution should a consultant recommend?
Service Representatives are complaining that their 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?
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information. How should the console be configured to satisfy this requirement?
Universal containers wants to implement Omni channel within service cloud for its representatives. What is the first step required to configure Omni channel?
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console. Which configuration option should be verified?
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
Support agents need to verify that customers are eligible to receive customer support before they can update the Which objects are used to verify that a customer is entitled to receive support?
What should a consultant recommend to ensure chat requests contain enough information for repsto effectively respond?
Which search mechanism should be used to find case comments from within the lightning service console?
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements, What should the consultant recommend as part of the solution?
