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NEW QUESTION 20
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
- A. Deduplicate the data before importing into Salesforce,
- B. Import the records and create a workflow rule to change the data type.
- C. Standardize all rows to match Salesforce data types.
- D. Install the Data Quality Analysis Dashboards from the AppExchange.
- E. Import the records and use Duplicate Management.
Answer: A,C,E
NEW QUESTION 21
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Add additional agents to lower average hold time.
- B. Use Assignment rules and case queues.
- C. Set up Email-to-Case.
- D. Simplify the interactive voice response (IVR) tree.
Answer: A,D
NEW QUESTION 22
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Entitlements
- B. Omni-Channel
- C. Case Escalation
- D. Case Milestones
Answer: A
NEW QUESTION 23
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
- A. Build a Summary report on Products and Activities.
- B. Create a Custom Report type with activities as the primary object.
- C. Customize the My Teams Calls this week standard report.
- D. Set up a reporting snapshot of the case, contact and activity objects.
Answer: C
NEW QUESTION 24
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: D
NEW QUESTION 25
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