Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. Thelegacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?
UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?
Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish thisrequirement? Choose 3 answers
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultantrecommend to meet this requirement?
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
Universal containers is planning to provide different levels of support tocustomers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
