How to deploy skill based routing from sandbox to production in Salesforce
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A team is assigned to standardize processes across internal teams for Salesforce Knowledge. The team finds it difficult to effectively group the articles due to the slightly different verbiage used by each of the Support teams, which makes searching and search results inconsistent. Show Which two customizations should an administrator use to allow for a better experience when searching? Choose 2 answers When you want to deploy changes from one Salesforce org to another, you can choose any of the following tools to transport changes from one Salesforce org to another Salesforce org.
All these tools use Metadata API to extract and deploy changes. (Tools like “Force.com Migration Tool” can also be used to automate the backup your Salesforce org’s configuration). However, the point to note here is that not all configurations are available through metadata API. For example, the following configuration components cannot be deployed using any of the tools mentioned above.
These components will need to be manually created in the target Salesforce org. Also, if you are taking backups of your metadata using any of the tools mentioned above, then you should also consider documenting the configuration settings of unsupported components so that they can manually be re-created if required. Salesforce comes up with 3 product releases every year. The list of components mentioned above may get supported by Metadata API in new releases. To view the updated list of components that is NOT supported by Metadata API, please visit URL https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_unsupported_types.htm You can choose the reliable exam resources, like DumpsBase ADM-261 exam dumps to prepare for your Service Cloud Administration certification exam well. The professional team have created 359 practice questions and answers based on the actual ADM-261 exam objectives, which formed the reliable ADM-261 exam dumps to be the best preparation materials for ensuring that you can pass Service Cloud Administration certification exam in the first try. Read Service Cloud Administration ADM-261 Free Dumps Below 1. Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes. Use a Change Set Manually re-create the Permission Sets Create an Unmanaged Package Publish a Managed Package 2. What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond? Customize the lightning console that page. Configure a chat validation rule. Customize the pre-chat form. Configure lightning guided engagement. 3. Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers Enable templates for written responses. Increase the number of agents. Improve the agent interface. Employ surveys to confirm customer satisfaction. 4. Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once. Configure the new app m developer org and use an unmanaged package to deploy to production. 5. Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Email Alert Email Relay Email Template Assignment Rule Workfl 6. At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. Build a repository of Knowledge articles related to integration and share it with the customer. Enable Chatter case feed and add product development team members to the case team. Create a related child case and assign the child case to the product development team. Create a private Chatter group with customers and invite key individuals to join the group. 7. Universal Container’s agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros. Add multiple ELSE IF blocks after the IF block Add conditional logic to the instructions Create a formula to build the macro logic around Add a formula block to the macro 8. Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Enable Keyboard shortcuts Define criteria-based record page components Configure Macros Create multiple Console layouts 9. Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories. Field Service Lightning Lightning Console Salesforce Mobile App Employee Community 10. Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Set up an intuitive Data Category hierarchy Restrict the Manage Articles user permission Enable and configure wildcards for article searches Require that an article be added when closing a case 11. A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Number of cases created sorted by order Number of cases by type by owner Number of cases in each status Number of solutions created per agent 12. A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Add the entitlement related list to account page layouts. Add the entitlement lookup field to case page layouts. Add a Validation Rule that ensures each Case has an entitlement. Add a Validation Rule that ensures each Account has an entitlement. 13. A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Create Knowledge Articles and publish internally and publicly. Configure IVR routing to bypass Tier 1 for the product line. Configure Omni-channel to assign cases directly to Tier 2. Create a dashboard to track and manage call volumes by type. 14. UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. Configure workflow rules for each data category Configure article types for each kind of content Define approval processes for eacharticle type Define approval processes for each product Configure data category values for each product 15. UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. Create a case report to show all cases across tiers filtered by an escalation flag. Create an approval process to ensure only the appropriate cases get escalated. Create a case report to show the number of cases for each tier and sort them by case owner. Create a custom trigger to generate history when cases get escalated between tiers. 16. Universal Containers has activated Email-to-Case functionality to allow customers to Only one inbound email address can be used for Email-to-Case Follow-up emails and attachments related to a case are attached to the case Assignment, escalation, and workflow rules are processed on inbound emails Follow-up emails related to a case will update the case comments 17. Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day. Keep all open in tabs. Use a second Console session. Define a custom List View. Add History to the Utility bar. 18. The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Create a case queue for all created or updated cases. Create a case report that displays all created or updated cases. Create an email alert notification for Case Teams. Create a case list view that is filtered by My Case Teams. 19. Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases. Force.com Sites with Knowledge and Email-to-Case Visualforce and Self-Service Portal Force.com Sites with Knowledge and Web-to-Case Force.com Sites and High-Volume Customer Portal 20. Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Publish ongoing updates to the community knowledge base with details about the upgrade. Communicate information about the upgrade to customers in advance. Send routine status updates to customers via Chatter during the upgrade. Replace the default outage page with a custom page containing upgrade information. Notify customers once the upgrade is completed and full services are restored. 21. Which two configuration steps are required before quick actions can be used in Macros? Global Actions needs on the publisher layout. Quick Actions must be enabled in the org. The specific quick action must be added to the case Feed. The specific quick action must be added to the case record Type. 22. Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. Assignthe Salesforce users to the Call Center. Install an adapter from AppExchange to work with third-party CTI systems Use Apex to create an adapter to work with third-party CTI systems Create a SoftPhone layout and assign to user profiles Assign the Salesforce CTI license to Salesforce users 23. Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production. Change Sets Mass Transfer Records Data Import Wizard Data Loader 24. What are three considerations when adding a report chart to a Console Component? Choose 3 answers The report chart is added to the Page Layout. The report is shared with a Chatter Group. The report is a Summary or Matrix report. The report contains a chart. The report hasa standard Report Type. 25. Universal containers uses social media to monitor new trends and issues that require a response by their community team. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue Configure Salesforce Twitter force and workflow rules for negative product sentiments that automatically create a contact and a case Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values 26. A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, butlater realized the caller is not eligible for support. Add the entitlements related list to contact records Add the entitlement contacts related list to account records Add the assets related list to contact records Add the service contract related list to contact records 27. Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Chat Queue-based routing Case Skills-based Assignment Rules Omni-channel Queue-based routing Omni-channel Skills-based routing 28. The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance. Limit Customers to 5 Cases per day. Provide a self-help Customer Community. Add more support phone lines. Ask sales reps to respond to support Cases. 29. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers Approval Process that assigns an Article to a Reviewer Queue. Knowledge Action to Publish an Article once the Article is approved. Validation Rules for article record types to verify all fields during creation. Data Category to assign an article record type to a Reviewer. 30. Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. Configure Case Assignment Rules to use Queues. Configure Omni-Channel Routing Model as Most Available. Configure Case Assignment Rules to use Users. Configure Omni-Channel Routing Model as Least Active. 31. Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. Create a custom related list on the case. Create a custom view on the Case tab. Create a custom Visualforce page. Create a custom report. 32. What statement is true about the Salesforce Knowledge article lifecycle? Approval process CANNOT allow publishing of articles that have specific validation statuses Article permission sets allow agents to participate in the article publishing process Articles CANNOT be published until they are reviewed and validated by a qualified author Knowledge uses public groups as a way to assign users to specific tasks related to articles 33. Universal Containers provides Customer Support for two separate business operations. Omni-Channel Page Layouts Record Types Support Processes Article Types 34. Which method can be used to route cases from social channels? use Twitter-to-case and add workflow rules to the case object. Enable Social Customer Service and add assignment rules to the case object. Enable Social Network Profile and add workflow rules to the contact object. Enable Social Network Profile and add assignment rules to the case object. 35. Universal containers wants to implement Omni channel within service cloud for its representatives. Contact salesforce to have Omni channel enabled. Enable Omni channel in setup. Assign users to the Omni channel feature license. Assign users to Omni channel permissions. 36. Customer Community to provide customers with a self-service option for support. Allows customers to customize their user interface Allows customers the ability to collaborate Allows customers to customize reports and dashboards Allows customers to search a knowledge base. 37. Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. omni Channel Contact Request Field Service Mobile Connect 38. Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs). Representing metrics such as first-response and resolution time on cases Monitoring the case escalation rule queue to confirm service levels are met Identifying the customer contact associated with a particular stage of a service contract Displaying whether a case response complies with a customer's service level agreement 39. What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2) Replaces the need for an email channel Eliminates tracking of customer entitlements Uncovers gaps in the knowledge base Reduces incoming call volume 40. Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received. Configure Case Assignment Rules Configure Omni-Channel with Most Available Routing Configure Live Agent Skills-based Routing Configure Omni-Channel with Least Active Routing 41. The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles. Create an article action for each record type and assign them to each team based on their product specialization Create a permission set foreach record type and assign them to each team based on their product specialization Create a page layout for each article type and assign them to each team based on their product specialization Create a data category for each product and assign them to each team bases on their product specialization 42. Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Implement Field Service Lightning. Integrate with an enterprise resource planning system. Develop and publish a knowledge management system Configure Visual Flows on Salesforce mobile. 43. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Number of calls offered Agent utilization Quality monitoring score Schedule adherence 44. A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. Prepare, Plan, Test, Execute, Validate Plan, Prepare, Test, Execute, Validate Prepare, Plan, Validate, Execute, Test Plan, Prepare, Validate, Execute, Test 45. UC has discovered that the average time an agent takes to resolve a case has increased. Track social sentiment across social media outlets Improve the training provided to existing agents Hire more agents for the contact centers Configure entitlements and milestones to enforce SLAs 46. Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). Create a service cloud console to support all channel groupings. Create an agent profile for each channel grouping. Create a unique case page layout for each channel grouping. Create an agent role for each channel grouping. 47. Universal Containers will be launching a telesales contact center. Integration with Field service teams and apps Strategies to maximize call deflection Performance for high volume of interactions Integration with Lead Generation team and apps 48. Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Service Console Knowledge Components Service Console Profile Assignments Data Categories and Article Actions Data Categories and Article Types 49. Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature. Users must use Lightning Experience. Publisher Actions used in the macros must be on the page layout. The Macros widget or utility must be added to the console. The Run Macros Permission must be granted to users. The Run Macros Action must be on the page layout. 50. When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel. Remove these fields from the page layout and add the components to the highlights panel. Add these fields to the page layout and add the components to the highlights panel Remove these fields from the page layout and add the fields to the highlights panel Add the fields to the page layout and add the fields to the highlights panel. 51. Milestones can be added to which three object types? Choose 3 Answers Work order Case Service Entitlement Account 52. Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Ability to determine if a customer has escalated a case in the past Ability to specify unique service levels for each customer Ability to prompt callers for the service contract number within IVR menus Ability to enforce service levels with the time-dependent processes 53. The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. Skills -based routing Private branch exchange Workforce management Interactive voice response 54. Universal Containers purchased Knowledge and would like to implement it as soon as possible. Activate Knowledge One within the Salesforce Console for Service. Create a Knowledge Visualforce component on the case detail page. Activate Knowledge One on the case detail page. Create a Knowledge Visualforce component within the Salesforce Console for Service. 55. Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. Contact Salesforce to send a report on article efficacy. Send out a monthly survey to customers requesting feedback. Install Knowledge Base Dashboards and Reports AppExchange package. Create a group of super users that will evaluate and manage articles. 56. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. Customer view of case tab Custom Visual force page Custom report Custom related list 57. Universal Containers wants to letits customers interact real-time with support agents from their computers and mobile devices. Web-to-Case Embedded Chat Service Customer Community Case Assignment Rules 58. Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process. Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created 59. Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: Use Process Builder for notifications and case teams to monitor cases. Use Process Builder for notifications and account teams to monitor cases. Use escalation rules for notifications and account teams to monitor cases. Use escalation rules for notifications and case teams to monitor cases. 60. Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents. Social Persona tor Twitter and Facebook. Social Media Marketing message tagging. Social Customer Service for Twitter and Facebook. Einstein Bot social queues. 61. Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Web-to-Case Email-to-Case Salesforce for Outlook On-Demand Email-to-Case 62. Which solution can be used to improve call deflection? Knowledge base Community forum Assignment rules Web chat Case routing 63. What are two benefits of deploying Knowledge in Customer Communities? Reduces incoming call volume Replaces the need for an email channel Eliminates tracking of customer entitlements Uncovers gap in the knowledge base 64. Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time. Configure Case Escalation Rules. Define Entitlement and Milestones. Use Process Builder with Scheduled Actions Enable Omni-Channel Routing. 65. A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Enable Work Orders. Create an Entitlement Process. Set up Milestones. Configure Service Contracts. 66. Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. Escalation rules Case teams Workflow rules Auto-response rules 67. A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. CTI Adapter configuration Lightning Console enablement Call Center Definition File creation Service Console case creation configuration 68. As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport. 69. Which solution should a consultant recommend? Enable the knowledge sidebar related list on the case page layout. Create a visual force page called knowledge sidebar on the case page layout. Enable the knowledge sidebar setting in the case support settings. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console. 70. The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Create a case assignment rule to ensure cases are owned by a user when closed. Use a data tool to update the owner field on closed cases. Create a Process Builder and Flow to change the owner on closed cases. Create a case validation rule to ensure cases are owned by a user when closed. 71. Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. Email-to-Case web-to-Case An AppExchange package On-Demand Email-to-Case 72. Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages. Entitlements and milestones Case escalation Case assignment Salesforce console 73. KCS (knowledge centered support) what is it? Choose 2Answers Standard for managing customer support and delivery Method for social media management Share knowledge with the business partners Process for creating and maintaining knowledge 74. A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. All open Cases by Priority All open cases by Channel All Cases closed Month-to-date Case resolution time All Cases by Customer 75. Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time. Contact Requests Social Customer Service Embedded Chat Window Open CT1 76. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Create separate data category groups for each division and assign the category to a division profile. Create a sharing rule for each division to provide access using the role hierarchy. Create a sharing rule for each division to provide access based on criteria of the article. Create a single data category group for each division and provide access using the role hierarchy. 77. A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. Follow the SMEs to receive automatic updates when they add case comments Bookmark all the comments related to the issue from SMEs Use hashtag (#) to track the customer case and SMEs comments @mention the SMEs on the case Chatter feed and follow the case 78. A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members. Define data categories with custom visibility. Define article types with public sharing settings. Define topics for each knowledge article. Define a custom field to identify the subject. 79. What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org? Cleanse the data outside of Satesf brce and then migrate the data. Use the Salesforce data loader to load and cleanse the data. Use the Salesforce import wizard to load and cleanse the data. Upload the data into Salesforce and then run data cleansing tools. 80. When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. Account tabs and Case stab Case tabs with Account subtabs Account tab with Cases related list Account tabs with Case Subtabs 81. Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data. Partial Copy Sandbox Administrator Sandbox Developer Pro Sandbox Full Sandbox 82. Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Escalated cases by account month to date High priority cases opened by account month to date Time spent by account year to date New cases opened by the account channel 83. Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Attachments and .html files in Classic Knowledge are moved to the Files object. Visualforce pages refer to Classic article types. Each article must be associated to a record type. Approval process history migrate to Lightning Knowledge. Article numbers change during migration. 84. Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: Create a Lightning Platform app for Facebook monitoring. Enable Social Customer Service. Integrate Facebook to its existing Customer Community. Enable Salesforce social profile on contacts. 85. Universal Containers would like to implement Omni Channel within Service Cloud for their representatives. Assign Users to Omni Channel permissions Enable Omni Channel by clicking Settings in Setup Assign Users to the Omni Channel Feature License Contact Salesforce to have Omni Channel enabled 86. Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Omni-Channel routing Standard Email-to-Case Web-to-Case forms On-Demand Email-to-Case 87. A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. Define Article Types with Public Sharing Settings. Define Data Categories with Custom Visibility. Define Topics for each Knowledge article. Define a Custom Field to identify the Subject. 88. What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers Evolving content-based product lifecycles Creating content as a result of solving issues Rewarding learning, collaboration, sharing and improving. Developing a knowledge base on the experience of an individual 89. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers A knowledge article life cycle that is implemented correctly the first time and does not need to change Reduced first contact resolution A knowledge article life cycle that evolves based on usage and demand Reduced issue resolution time 90. UniversalContainers initiates cases based on electronic transmissions from power units. Account team relationship to the primary contact Case closure rules on the original case Work order and customer contact escalation requirements Visibility and access to the work order records Total number of account and contact records in the database 91. Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Use a community template to set up their customer community. Enable web -to -case on their public website. Enable Live Agent in their community to chat with an agent. Add the Question action to Chatter in the community publisher. 92. UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. Auto launch flow Salesforce Console for Service Visualforce custom page Process Builder 93. Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents. Lightning Process Builder Interaction Log Lightning Row for Service Path for Cases 94. A Service Rep transfers a Live Agent Chat to another Rep. The Customer is shown the new Rep's name Both Service Reps can chat with the customer The chat transcripts and case are transferred The Customer doesn't know they were transferred 95. Universal Containers wants to ensure the contracted service level requirements for its clients are being met. Entitlement processes, milestones, milestone actions, and entitlements Entitlement processes, contracts, contract line Items, and entitlements Entitlement processes, contract line items, milestones, and entitlements Entitlement processes, contracts, milestones, and milestone actions 96. A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales. Customer Community Field Service Lightning SOS Video Chat Salesforce Knowledge 97. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console? Omni-Channel Utility Component Cases report sorted by Rep and Case Owner Cases report sorted by Rep and Case Created Date Omni-Channel Supervisor tab 98. Universal Containers (UC) wants to implement Service Cloud using Agile methodology. set a cutoff date of 1.5 months before user acceptance testing for any change requests. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly. Deliver the entire project simultaneously so as to present UC with a completed solution. Schedule a meeting with the UC executives at the start of the project to generate all the requirements. 99. In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit. Allow the exercise to be done in a Production instance Use a Full copy sandbox for the DR exercise Use a Partial sandbox for the DR exercise Use a Developer Pro sandbox for the DR exercise 100. Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Configure Assignment Rules based on Case Priority. Add the Entitlements related list to the Account Page Layout. Create a Report of all active Entitlements grouped by Customers. Configure Success, Warning, and Violation Actions for Milestones.
Good OmniStudio Consultant Dumps For Passing Salesforce Certified OmniStudio Consultant Exam New Industries CPQ Developer Dumps Questions For Good Preparation Tags:ADM-261, ADM-261 exam dumps Related PostsBest B2B Solution Architect Dumps – Boost Your IT Career With Salesforce Certified B2B Solution Architect CertificationReal Salesforce DEX-450 Exam Dumps Help You Pass DEX-450 Exam On The First TrySalesforce Certified Advanced Administrator Dumps Questions And Answers For LearningAbout The AuthordumpsFrom our dumpsbase platform you could search what exams you need then test or practice online by yourself. Download the PDF file if you need directly. Any other questions you can mail [email protected] How to deploy skill based routing to production in Salesforce?From Setup, enter Routing in the Quick Find box, then select Routing Configurations. Edit the routing configuration that is used by the queue through which the work item is routed. Select Use with Skills-Based Routing Rules. Select Save.
Can we deploy the object from sandbox to production using Changeset?Use change sets to send customizations from one Salesforce org to another. For example, you can create and test a new object in a sandbox org, then send it to your production org using a change set. Change sets can contain only modifications you can make through the Setup menu.
Can we deploy from production to sandbox?Yes, you can deploy change sets between any two orgs tied to the production instance, including from a Production instance to a Sandbox.
How does skill based routing work in Salesforce?Skills-based routing searches at the skills required to complete a work item (requested skills) & matches these skills to the skills that are assigned to the agent (agent's skills). Omni channel routes the work to the first agent who is available and has the capacity to take the work item & has all requested skills.
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