Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?

• A.Customrelated list
• B.Custom Visual force page
• C.Customer view of case tab
• D.Custom report

Comment: *

Name: *

Email: *

Verification: *

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

• A.Number of customer ratings
• B.Number of article votes
• C.Number of approved articles
• D.Number of archived articles

Comment: *

Name: *

Email: *

Verification: *

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

• A.Keep all open in tabs.
• B.Define a custom List View.
• C.Add History to the Utility bar.
• D.Use a second Console session.

Comment: *

Name: *

Email: *

Verification: *

The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

• A.Create a report using the Case snapshot report type
• B.Create a report using the Case Lifecyle report type
• C.Create a report using the Case historical trending report type
• D.Create a report using the Case age report type

Comment: *

Name: *

Email: *

Verification: *

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP ofService is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

• A.Set up IVR with an automated response for customers affected by the recall to defect calls.
• B.Set up a customer survey for customers calling in to identify the severity and impact of the recall.
• C.Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
• D.Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

Comment: *

Name: *

Email: *

Verification: *