QUESTION: 93

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?

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
Create a joined report that includes fields for call center location, agent, calendar month, and first-
call resolution.
Create a matrix report that includes fields for call center location, agent, calendar month, and first- call resolution.

Answer(s): D

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QUESTION: 94

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered? Choose 3 answers

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.

Answer(s): A,C,D

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QUESTION: 95

Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?

Workflow
Assignment rule
A Process Builder
Validation rule

Answer(s): C

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QUESTION: 96

Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
Set up analytical snapshots to capture key case information and create historical trending reports.
Set up a Salesforce Customer Community that will allow customers to create cases online.

Answer(s): A,D

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