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A. Assign a global team of experienced analysts to create a standard report template.
B. Ask leadership, management, and agents in all regions to vote on the standard reporttemplate.
C. Request that the VP of worldwide support design a standard report template to provide aclear vision,
A. Add the Case's Entitlement related list to the Case Lightning Record Page.
B. Add the related Contact's Entitlement related list to the Case Lightning Record Page.
C. Add the related Account's Entitlement related list to the Case Lightning Record Page.
A. Develop custom Knowledge reports and dashboards.
B. Create a review board to evaluate and manage Knowledge articles.
C. Install the Knowledge Base Dashboards & Reports AppExchange package.
A. It should be deployed with Experience Builder.
B. It is incompatible with Einstein Bots.
C. It should be routed via Omni-Channel,
A. Create a custom tab that displays a search page from the billing system.
B. Integrate payment data into Salesforce from the billing system using custom objects.
C. Configure Salesforce Connect and External Objects to the billing system.
A. Snapshot reporting that shows trends in the number of cases handled per month,providing a high-level overview of customer service operations
B. Omni-Channel Analytics detailing specific paths and routing types to evaluate theefficiency of support channel
C. Detailed CTI analytics reports, such as wait times and handle times, to review individualagent performance
A. Develop a globally-shared macro to create a new article.
B. Use a trigger to automatically create a new article.
C. Create a Quick Action to map case fields to a new article
A. Entitlement processes, contract line items, milestone, and entitlements
B. Entitlement processes, milestones, milestone actions, and entitlements
C. Entitlement processes, contracts, contract line items, and entitlements
A. Data Import Wizard
B. Data Loader
C. Mass Transfer Records
B. Quick action
A. Configure a Case list view filtered by My Cases.
B. Configure a Case related list on the Product page layout.
C. Configure a Case list view filtered by My Case Teams.
A. Incident Management
B. Workforce Engagement
C. Field Service Management
A. Approval Processes
B. Support Types
C. Support Processes
A. Knowledge articles with the most revisions
B. Knowledge articles with the highest ratings
C. Number of Knowledge articles attached to Cases
A. Keyboard shortcuts
B. Quick text
C. Custom macros
A. Data Category Visibility of All Categories provides Public Read-Only access.
B. Data Category Visibility of Custom overrides organization-wide default sharing access.
C. Data Categories no longer control access to articles.
A. Create a Case Macro.
B. Create a Validation Rule.
C. Create an action on Case,
A. Create two custom mobile apps, one for Apple and the other for Android.
B. Explain that community users can access the site through a web browser.
C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.
A. Remove the phone number from the page layout.
B. Use Dynamic Forms to hide the phone number.
C. Set the Contact Do Not Call field value to True.
B. AppExchange package
A. Flow with notifications
B. Reports and dashboards
C. Approval process
A. Total Emails Sent
B. Call Abandonment
C. After Conversation Work Time
Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency
A. Average Handle Time
B. Reduced Call Volume
C. Total Open Cases
A. Create a report using Grouping.
B. Create a reporting snapshot.
C. Create a joined report.
A. The report must be used on a Dashboard.
B. The report must have a standard Report Type.
C. The report must contain a chart.
A. Slack Connect
B. Service GPT
C. Einstein Bots
A. Einstein Bots
B. Messaging for Web
C. AppExchange package
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