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Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet the requirements?
A. Lookup Filter
B. Auto-Add Milestones
C. Cross-Object Formula
D. Approval Process
Explanation:
A Lookup Filter is the recommended method to meet the requirement of preventing service agents from selecting entitlements that are not associated with the account assigned on the case. A Lookup Filter is a type of filter that restricts the values and records that are available in a lookup field based on criteria and conditions. A Lookup Filter can be used to limit the entitlements that are available in the Entitlement Name lookup field on the case page layout based on the Account Name field value. This way, service agents can only select entitlements that belong to the same account as the case.
Verified References: Service Cloud Consultant Certification Guide & Tips, Define Lookup Filters
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
A. DynamicDahsbaord by Call Center
B. Reporting Snapshots by call center
C. Report Subscriptions by call center
D. Case report grouped by call center
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give customers access to their agreed upon response times via the portal. Which solution should a consultant recommend?
A. Service Contracts
B. Milestones
C. Maintenance Plans
Explanation:
For Universal Containers (UC) to provide customers access to their agreed-upon response
times via the Experience Cloud portal, implementing Service Contracts is the most suitable solution. Service Contracts in Salesforce allow organizations to define and manage the agreements made with customers, including terms of service, entitlements, and response times. By integrating Service Contracts with the Experience Cloud portal, UC can ensure that customers have visibility into their specific service agreements, fostering transparency and setting clear expectations for service delivery.
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success. In which order would a consultant work through a high-level discussion and planning session with CK?
A. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
B. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
C. Gather organizational vision, map processes, plan for user feedback, and define metrics.
Explanation:
In a high-level discussion and planning session with Cloud Kicks (CK), the consultant should first gather the organizational vision to understand CK's long-term goals and how the service function aligns with these goals. Next, mapping processes is crucial to identify current workflows, pinpoint inefficiencies, and determine areas for improvement. Planning metrics follows, which involves defining key performance indicators (KPIs) to measure success and track progress towards achieving the organizational vision. Finally, planning for user feedback is essential to establish mechanisms for collecting and incorporating feedback from both agents and customers. This feedback will inform continuous improvement and ensure the service function evolves in line with changing needs and expectations.
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?
A. Lighining Row Component
B. Lightning Guided Engagement
C. Service Console Macros
D. Path for Cases
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