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Q: 11
[Industry Knowledge] Cloud Kicks 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 agreements (SLAs). Which feature should the consultant consider?
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Q: 12
[Industry Knowledge] Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. Which solution should a consultant recommend to meet this requirement?
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Q: 13
[Case Management] Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access. Which feature will provide the required level of access?
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Q: 14
[Service Cloud Solution Design] Universal Containers has technical support and general customer service teams that use unique Service Console applications. Which configuration should a consultant use when deploying the console?
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Q: 15
[Interaction Channels] Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case. Which feature should a consultant recommend to meet these requirements?
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Q: 16
[Case Management] Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line. How should a consultant accomplish this?
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Q: 17
[Industry Knowledge] Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems. Following best practices, which development and deployment path should a consultant recommend?
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Q: 18
[Service Cloud Solution Design] Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line. How should the administrator ensure support reps only have access to quick texts for their specific product line?
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Q: 19
[Case Management] Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
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Q: 20
[Interaction Channels] A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the What is a recommended Service Cloud feature that improves the process?
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Question 11 of 20 · Page 2 / 2

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