Salesforce Service Cloud Consultant Quiz 17 Topic 6 Questions 81-85

Question: 1

The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.

Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

AImplement Quick Text

BEnable the Support Process for default email templates

CImplement Macros

DImplement Email-To-Case

EEnable the support setting for default email templates

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Question: 2

Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

AConfigure Assignment Rules based on Case Priority.

BAdd the Entitlements related list to the Account Page Layout.

CCreate a Report of all active Entitlements grouped by Customers.

DConfigure Success, Warning, and Violation Actions for Milestones.

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Question: 3

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality with configuration?

ARemove these fields from the page layout and add the components to the highlights panel.

BAdd these fields to the page layout and add the components to the highlights panel

CRemove these fields from the page layout and add the fields to the highlights panel

DAdd the fields to the page layout and add the fields to the highlights panel.

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Question: 4

Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

APublish ongoing updates to the community knowledge base with details about the upgrade.

BCommunicate information about the upgrade to customers in advance.

CSend routine status updates to customers via Chatter during the upgrade.

DReplace the default outage page with a custom page containing upgrade information.

ENotify customers once the upgrade is completed and full services are restored.

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Question: 5

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).

Which two approaches can be used to accomplish this goal?

Choose 2 answers

ARepresenting metrics such as first-response and resolution time on cases

BMonitoring the case escalation rule queue to confirm service levels are met

CIdentifying the customer contact associated with a particular stage of a service contract

DDisplaying whether a case response complies with a customer's service level agreement

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Salesforce Service Cloud Consultant Quiz:17 Topic:6 Questions:81-85