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NEW QUESTION 43
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

• A. Create a report using the Case Lifecycle report type.
• B. Create a report using the Case Historical Trending report type.
• C. Create a report using the Case Age report type.
• D. Create a report using the Case Snapshot report type.

Answer: D

NEW QUESTION 44
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

• A. Enable the knowledge sidebar setting in the case support settings.
• B. Create a visualforce page called knowledge sidebar on the case page layout.
• C. Enable the knowledge sidebar related list on the case page layout.
• D. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.

Answer: A

NEW QUESTION 45
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

• A. Mobile connect
• B. field service
• C. Contact Requests
• D. Omni channel

Answer: B

NEW QUESTION 46
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

• A. Case closure rules on the original case
• B. Total number of account and contact records in the database
• C. Work order and customer contact escalation requirements
• D. Visibility and access to the work order records
• E. Account team relationship to the primary contact

Answer: A,C,D

NEW QUESTION 47
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?

• A. Configure Macros
• B. Collapsible Sidebar Components
• C. Multiple Monitors Components
• D. Console Keyboard Shortcuts

Answer: A

NEW QUESTION 48
......

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