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NEW QUESTION 45
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- B. Create a central "Contact Us" page which provides access to all available channels.
- C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
- D. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- E. Optimize the customer community for mobile devices to have access to the same support as desktops.
Answer: B,C,E
NEW QUESTION 46
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Enable Work Orders.
- B. Set up Milestones.
- C. Configure Service Contracts.
- D. Create an Entitlement Process.
Answer: B,D
NEW QUESTION 47
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- B. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
- C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: C
NEW QUESTION 48
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Validation Rules for article record types to verify all fields during creation.
- B. Data Category to assign an article record type to a Reviewer.
- C. Approval Process that assigns an Article to a Reviewer Queue.
- D. Knowledge Action to Publish an Article once the Article is approved.
Answer: B,C
NEW QUESTION 49
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