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Related Topics


  • How can a customer satisfaction survey be implemented in Service Cloud?
    How can a customer satisfaction survey be implemented in Service Cloud?
    Correct answeres: An AppExchange Package for Surveys The out of the box Survey object developer.salesforce com/docs/atlas.en-us.api.meta/api/sforce_api_objects_survey.htm

  • What all should be recommended as part of this implementation? Universal Containers is looking to migrate to a new knowledge solution for their contact center. They have 10,000 knowledge articles...
    What all should be recommended as part of this implementation? Universal Containers is looking to migrate to a new knowledge solution for their contact center. They have 10,000 knowledge articles...
    Prepare a test set of articles for import into the sandbox A one-time import of only the most frequently used articles

  • What report could you create to help impact this metric? Miracle Max has a goal to decrease total agent-assisted interactions by 20% this year.
    What report could you create to help impact this metric? Miracle Max has a goal to decrease total agent-assisted interactions by 20% this year.
    Percentage of Public Articles with rating below three stars Count of cases with two or more agent interactions

  • What method can be used to improve data quality of case records in a contact center using service cloud?
    What method can be used to improve data quality of case records in a contact center using service cloud?
    Use Validation Rules to enforce data entry standards on cases Use a case trigger to warn users of possible duplicate cases Use a visual workflow to guide agents through case creation

  • What activities would be part of a contact centers business continuity plan?
    What activities would be part of a contact centers business continuity plan?
    Cross train contingent staff on basic call handling Re-route cases to agents in another location Equip selected agents with laptop computers

  • What integration approach would you recommend? Your client wants to integrate its contact center data from other systems with service cloud data for reporting purposes. These systems include...
    What integration approach would you recommend? Your client wants to integrate its contact center data from other systems with service cloud data for reporting purposes. These systems include...
    Create a nightly batch to export Salesforce data into a data warehouse containing all the data Create a reporting integration using Salesforce Wave to view the external data

  • How should Knowledge be configured? Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs...
    How should Knowledge be configured? Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs...
    Create three data categories for each product area (Personal Banking, Mortgage, CD). Create two article types to display information (Question/Answer, Product Info).

  • How can the following be achieved? Universal Containers needs to decrease the cost of support by allowing support engineers to capture case resolution information when a case is closed and make the...
    How can the following be achieved? Universal Containers needs to decrease the cost of support by allowing support engineers to capture case resolution information when a case is closed and make the...
    Create Knowledge articles and publish the articles to all channels.

  • How would you implement the following requirement? A client has two different processes for creating a new case, depending on who is originating the case. One process requires 10 stes. The other...
    How would you implement the following requirement? A client has two different processes for creating a new case, depending on who is originating the case. One process requires 10 stes. The other...
    Use Visual Workflow to create a case entry wizard

  • How would the administrator ensure the article is available on the first of the month if a Knowledge administrator has created an article for a promotion that starts at the beginning of the...
    How would the administrator ensure the article is available on the first of the month if a Knowledge administrator has created an article for a promotion that starts at the beginning of the...
    Set the article publish date to automatically display the article on the start date.

  • Which task should be included in a business continuity plan for a contact center?
    Which task should be included in a business continuity plan for a contact center?
    Route cases to agents in an alternate center Deliver training on case handling for contingent staff

  • Which configuration steps are required for the new case management implementation? Universal Containers is designing a new case management process with the following requirements: - Both support...
    Which configuration steps are required for the new case management implementation? Universal Containers is designing a new case management process with the following requirements: - Both support...
    Configure case status values. Enable field tracking history for fields.

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