Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

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?

UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

Milestones can be added to which two Object types? Choose 2 answers

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. What should a consultant recommend to address this problem?

Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.Which solution will create and route the field service dispatch record when the case is saved?

Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

Using Import Wizard, how many Asset records can you import at a time?

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....Which configuration option should be verified?

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

What are two design considerations for a Live Agent implementation? Choose 2 answers

Universal containers wants to unify channels and manage agent workload with omni- channel routing.what required step should a consultant address before configuring omni channel.What required step should a consultant address before configuring omni channel?

A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers