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Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?
A. Reduced administrative overhead
B. Reduced need for self-service
C. Reduced issue resolution time
Explanation: Knowledge-Centered Support (KCS) focuses on integrating knowledge creation and maintenance into the problem-solving process. By adopting KCS, organizations can expect a reduction in issue resolution time as service agents have quicker access to solutions and knowledge articles, enabling faster responses to customer inquiries and issues.
Universal Containers (UC) has Excel files of customer data maintained by its service reps.
All of the service reps have worked with the same
customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?
A. Deduplicate the data before importing into Salesforce.
B. Import the records and create a Flow to change the data type.
C. Import the records and use Duplicate Management.
Explanation: The best practice to ensure clean data in Salesforce when importing customer data from Excel files is to deduplicate the data before the import process. This involves identifying and merging duplicate records, ensuring that only unique and accurate data is imported into Salesforce. This proactive step prevents data quality issues and maintains the integrity of the Salesforce database.
Universal Containers has decided to implement a Web-to-Case form on its website so
customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research
solutions.
What should the consultant do before creating an implementation plan?
A. Review Service Setup Assistant for Web-to-Case.
B. Review guidelines and limits for Web-to-Case.
C. Review Einstein Conversation Mining for Web-to-Case.
Explanation: Before creating an implementation plan for Web-to-Case, reviewing the guidelines and limits for this feature is essential. Understanding these constraints ensures that the implementation aligns with Salesforce's capabilities and limitations, facilitating a smooth and effective deployment of the Web-to-Case form.
Universal Containers has implemented a call-based response system. The call wait time
has become too long and customer service is being affected. Management would like to
find a way to reduce customers’ wait times and enable agents to handle more inquiries at a
time.
Which feature should a consultant recommend?
A. Case auto-response rule
B. OmniStudio
C. Salesforce Chat
Explanation: To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency.
Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located
across North America, Europe, and
Asia. UC wants standardized reporting across worldwide contact centers’ key performance
indicators (KPIs).
Which approach should a consultant recommend in this scenario?
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 report template.
C. Request that the VP of worldwide support design a standard report template to provide a clear vision,
Explanation: For Universal Containers to achieve standardized reporting across its worldwide contact centers, assembling a global team of experienced analysts to develop a standard report template is recommended. This approach ensures that the template reflects a comprehensive understanding of global KPIs, facilitating consistent performance measurement and comparison across all regions.
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