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A. Create a report using the Case Lifecycle report type.
B. Create a report using the Case Age report type.
C. Create a report using the Case Historical Trending report type.
D. Create a report using the Case Snapshot report type.
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”.
B. Social Customer Service
A. Recent Items set to Account object.
B. History Utility in the Utility bar.
C. Actions & Recommendations component.
D. Screen flow launched from a global action.
A. Keep all open in tabs.
B. Use a second Console session.
C. Define a custom List View.
D. Add History to the Utility bar.
A. Experience Cloud Create Case Form
C. Contact Request Flow
D. On-Demand Email-to-Case
A. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.
A. Chat Queue-based routing
B. Case Skills-based Assignment Rules
C. Omni-channel Queue-based routing
D. Omni-channel Skills-based routing
A. Customize service channel settings to define how the organization receives work fromvarious
B. Create a Salesforce Case to have Omni-Channel enabled.
C. Create the necessary objects in Salesforce.
D. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
A. Import the records and use duplicate management
B. Deduplicate the data before importing into SF
C. Install data quality analysis dashboards from the appexchange
D. Standardize all rows to match salesforce data types
E. Import records and cretae a a worflow rule to change the data type
A. Use a Most Aavailable Routing Model which will assign to the agent that be availablenext.
B. Set Work Item Size Percentage of Capacity to only consume part of an agent’savailability.
C. Configure an Overflow Assignee with a user or queue outside the routing configuration.
D. Use a Least Active Routing Model which will assign to the agent that is the least overcapacity.
A. Lead Assignment Rules
B. Queue-Based Routing
C. Skills-Based Routing
D. Lightning Flow for Service
A. Create a screen-based flow accessible from the Experience site and internaly.
B. Add a custom Lightning component to the site and the Case Lightning record page.
C. Post a web to case form on the site and assign the case to the specialist for completion.
D. Use email to case for the client to submit the relevant information to the specialist.
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)
A. A knowledge article life cycle that is implemented correctly the first time and does notneed to change
B. A knowledge article life cycle that evolves based on usage and demand
C. Reduced issue resolution time
D. Reduced first contact resolution
B. Emebedded Chat Service
C. Customer Community
D. Case Assignment Rules
A. Self Service Knowledge
B. Workforce Engagement
C. Incident Management
D. Video Support
A. Service Console Macros
B. Lightning Guided Engagement
C. Path for Cases
D. Lightning Flow Component
A. Create reports to analyze call data in order to understand peak times and ensureadequate staffing.
B. Create a case escalation rules to route high-priority cases directly to supervisors forresolution.
C. Set up analytical snapshots to capture key case information and create historicaltrending reports.
D. Set up a Salesforce Customer Community that will allow customers to create casesonline.
A. Work order
A. Prioritize the requirements based on who submitted them.
B. Identify the requirements needed for initial GoLive.
C. Provide a timeline that addresses all the requirements.
D. Organize the requirements from largest to smallest.
A. Change set
B. Manuallyre create the Permission sets
C. Create an Unmanaged package
D. Publish a Managed package
A. Customer community
B. Knowledge base
C. Service cloud console
D. Automatic call distribution
A. Use translation Workbech to localize each Quick Text.
B. Set the Organization-Wide default to Public Ready Only.
C. Share the Folder with Quick text for each language.
D. Share each Quick Text individually to Public Groups.
A. Most Revised Articles
B. Most Linked Articles
C. Top Articles sorted descending
D. Search Activity Gaps
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.
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer
A. Social Customer Service
B. Service Console
A. Standard Email-to-case
B. On-Domand Emali-to-Case
C. Apex Email Service
D. Web-to-Case forms
A. No Resource
A. Knowledge Only User
C. WDC Only User
D. Salesforce Platform
A. Restrict the Manage Articles user permission
B. Set up an intuitive Data Category hierarchy
C. Enable and configure wildcards for article searches
D. Require that an article be added when closing a case
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