Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements?
A. Allow Comments on Knowledge articles.
B. Implement Case Assignment Rules.
C. Enable Chat in an Experience Cloud site.
D. Create a self-service Help Center.
Explanation:
Creating a self-service Help Center is a good way to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. A self-service Help Center is an Experience Cloud site that provides customers with access to Knowledge articles, case management, and other features. Customers can search for articles that answer their questions, rate and comment on articles, and create cases if they need further assistance.
Verified References:
Create a Self-Service Help Center
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers
A. Both Service Reps can chat with the Customer.
B. The Customer does not know they were transferred.
C. The Chat Transcript and Case are transferred.
D. The Customer is shown the new Representative's Name
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users. Which step is necessary to make articles visible in all the selected channels?
A. The Approval Process will automatically Publish.
B. Approve articles from the Knowledge approval page to Publish.
C. Agents must click Publish after the Approval Process.
D. Set the final approval action to “Lock the record for editing”.
Explanation:
Approving articles from the Knowledge approval page to Publish is a necessary step to
make articles visible in all the selected channels after implementing a review process for all new knowledge articles. The Knowledge approval page is a page that shows all the articles that are pending approval or have been approved or rejected. Approving articles from this page will change their status to Published, which means they are visible in all the selected channels, such as internal app, customer community, or public knowledge base.
Ursa Major Solar’s support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation? Choose 2 answers
A. Workflow Actions
B. Milestones
C. Assignment Rule
D. Escalation Rule
Explanation:
Milestones and Escalation Rules are two features that need to be configured as part of the
entitlement process implementation. Milestones are time-dependent steps that represent required service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert or reassigning the case.
Verified References: :
Milestones : : Escalation Rules
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians. When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high- prioity customer site. What is the recommended solution?
A. Visual Remote Assistant
B. Field Service
C. Workforce Engagement
D. Incident Management
Explanation:
Field Service is the recommended solution for Ursa Major Solar because it allows them to manage mobile workforces, optimize schedules and routes, and dispatch technicians based on skills and location. Field Service also integrates with voice channels and provides real-time visibility into service delivery1.
Verified References: 1: Field Service Overview
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases. What should a consultant recommend?
A. Migrate child cases first.
B. Migrate parent cases first.
C. Migrate parent and child cases together.
Explanation:
When migrating from a legacy case management system to Salesforce, it's essential to retain the existing parent-child relationships between cases. Migrating parent and child cases together ensures that these relationships are preserved in the new system. This approach requires careful planning and mapping of case relationships during the migration process to maintain the hierarchical structure of cases, ensuring continuity and integrity of case management practices in Salesforce.
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments. What should the consultant recommend to an agent who wants to launch a Slack Swarm?
A. Escalation rules
B. Quick Action
C. Apex trigger
The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?
A. Set up the Case Deflection component to share Knowledge articles.
B. Create a Macro to send an email with Knowledge articles.
C. Create an auto-response rule that links to Knowledge articles.
Explanation:
To streamline the process of sending Knowledge articles to customers, configuring a Macro
is an efficient solution. Macros automate repetitive tasks, such as selecting an article and attaching it to an email to the customer, thereby speeding up the agent's workflow and enhancing the customer support experience.
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes. What is the likely reason for the KPI change?
A. Self-service deflects easy cases, leaving more complex cases for agents.
B. Customers are spending additional time searching for answers.
C. Agents do not have access to the same Knowledge articles as customers.
D. Customers must spend additional time registering for the portal.
Explanation:
This is the most likely reason for the increase in case resolution time, because self-service
portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3
Verified References:
3: Self-Service Best Practices
A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge. Which set of factors should be considered when selecting the articles to migrate?
A. Last modified date and terms searched frequently in the last year
B. Last modified date and total number of article views in the last year
C. Original creation date and total number of article views in the last year
Explanation:
When migrating an external knowledge base into Salesforce Knowledge, considering the last modified date and total number of article views in the last year is essential. These factors help identify the most relevant and frequently used content, ensuring that the migrated knowledge base is up-to-date and meets the users' needs. The last modified date indicates the currency of the information, suggesting that the content is still relevant and maintained. The total number of views serves as an indicator of the article's usefulness and popularity among users. Focusing on these factors during the migration process ensures that the most valuable and current content is prioritized, enhancing the effectiveness of the Salesforce Knowledge base.
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