WorksheetsService Cloud Reviewer
Total questions: 85
Worksheet time: 51mins
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management under service center cost?
Case resolution time
All Cases closed month-to-date
All Cases by Customer
All open Cases by Priority
All open Cases by Channel
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. What approach should a consultant recommend to meet these requirements?
Define Entitlements and Milestones
Configure Case Escalation Rules
Use Process Builder with Scheduled Actions
Enable Omni-Channel Routing
Universal Container wants to deploy the Service Cloud to its contact cents located across North America, Europe, and Asia. The company wants standardized contact center processes reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?
Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting
Assign a global team to experienced agents and leaders to create a common design template and report structure
Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report
Recommend that the VP of WorldWide Support design a global template to provide a clear vision and standardization.
Universal Container recently deployed a Salesforce Knowledge Implementation, but is looking to evaluate the quality of the articles being produced. What should the consultant recommend to gather information on Knowledge article usefulness?
Contact Salesforce to send a report on article efficacy
Install Knowledge Base Dashboards and Reports AppExchange package
Send out a monthly survey to customers requesting feedback
Create a group of super users that will evaluate and manage articles
A service manager has just configured Chat at a company site. Now, the agent cannot see the Chat footer component in the console. Which configuration option should be verified?
Verify that users are assigned the Chat feature license
Verify that users have access to the Chat public group
Verify that users have access to the Chat button
Verify that users are assigned the Chat user profile
The 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 knowlegebase. 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?
Create a central "Contact Us" page which provides access to all available channels
Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day
Replace the existing "Chat Now" button on the customer community with a toll-free phone number
Enforce that customers must search the knowledgebase before they can see the contacts us page
Optimize the Experience Cloud site for mobile devices to have access to the same support as desktops
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier 1 had progressed in troubleshooting?
Lightning Flow Component
Lightning Guided Engagement
Service Console Macros
Path for Cases
Universal Containers recently implemented Service Cloud. The support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem?
Configure Case Assignment Rules to use Users
Configure Case Assignment Rules to use Queues
Configure Omni-Channel Routing Model as Most Available
Configure Omni-Channel Routing Model as Least Active
To help Service Agents more accurately respond to Cases, Universal Containers wants a list of relevant Knowledge Articles displayed on the Case record page. How should a consultant configure this requirement?
Add the Knowledge related list to the Case record page
Add the Knowledge tab to the Service Console
Add Knowledge Data Categories to each Case
Add the Knowledge Component to the Case record page
When Service reps view a case, they often need to see the case history of other cases for that same account. How should a consultant configure the Lightning Service Console to support this requirement?
Case tabs with Account subtabs
Accounts tab with Case subtabs
Account tab with Cases related list
Account tabs and Case tabs
Universal Containers wants to unify channels and manage agents workload with Omni-Channel routing. What required step should a consultant address before configuring Omni Channel?
Customize service channel settings to define how the organization receives work from various sources
Create a Salesforce Case to have Omni-Channel enabled
Create the necessary objects in Salesforce
From Setup, select Omni-Channel Settings and Select Enabled Omni-Channel
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
Mass Transfer Records, changes sets and Visual Studio Code
Data Loader, change sets and Force.com Excel connector
Visual Workflow, Data Loader and Force.com IDE
Visual Studio Code and change sets
If a case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a consultant configure the Lightning Service Console to support this requirement?
Enable Omni-Channel Case Assignment
Implement Lightning Guided Engagement
Configure a Visual Flow Troubleshooting Action
Define separate Record Types for Tier and Tier 2
Milestones can be added to which three object types
Entitlement
Account
Service
Work Order
Case
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance. What should a consultant recommend to address this problem?
Add more Support phone lines
Provide a self-help Customer Community
Ask Developers to respond to Support Cases
Limit Customers to 5 Cases per day
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?
Create a report using the Case Snapshot report type
Create a report using the Case Age report type
Create a report using the Case Lifecycle report type
Create a report using the Case Historical trending report type
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?
Create an auto-response rule to send the article to the customer
Create a Lightning email template to send the article to the customer
Create a macro to send an email with the article to the customer
Create a workflow email alert to send the article to the customer
Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the Service Level Agreements. Which feature should the consultant consider?
Case Milestones
Case Escalation
Entitlements
Omni-Channel
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge article to the customer. What should a consultant configure to satisfy this request?
Create a Lightning email template to send the article to the customer
Create a macro to send an email with the article to the customer
Create a workflow email alert to send the article to the customer
Create an auto-response rule to send the article to the customer
Metric shows that Universal Containers ha a high call abandonment rate. Which two strategies should a consultant recommend?
Simplify the interactive voice response (IVR) tree
Set up email-to-case
Use assignment rules and case queues
Add additional agents to lower average hold time
Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?
Use a second Console session
Define a custom List View
Add History to the Utility bar
Keep all Case open in tabs
Which search mechanism should be used to find case comments from within the Lightning Service Console?
Global Search
Comment Search Component
Comment List View
Search Utility Component
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?
Change the org-wide default for cases and contacts internal access to private
Update the case assignment rules to add the site member to the predefined case team
Create a sharing rule to share the contact records with the site member
Set up a sharing set to grant access based on the site member's contact record
A contact center manager wants to measure improvement to operations after the implementation of new workforce management system. Which two metrics can be used to assess the success of the new workforce management system?
Agent Utilization
Quality monitoring score
Schedule Adherence
Number of calls offered
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers account with multiple Territories. What solution should a Consultant recommend?
Salesforce Mobile App
Salesforce Field Service
Lightning Console
Employee Community
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a consultant migrate the file attachments?
Use the Lightning Knowledge Migration Tool and choose 'include files'
Use the File Related List on each article to add files to your articles
Post the files to the chatter feed on each Article
Upload the files as Documents, then relate them to the migrated Articles
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. What solution should a consultant recommend?
An appexchange package
On-Demand Email-to-Case
Email-to-Case
Web-to-Case
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. Which solution should a consultant recommend to meet this requirement?
Create a single data category group for each division and provide access using the role hierarchy
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 separate data category groups for each division and assign the category to a division profile
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number and Text fields. Which three best practices should a consultant recommend?
Import the records and create a workflow rule to change the data type
Standardize all rows to match Salesforce Data Type
Import the records and use Duplicate Management
Deduplicate the data before importing into Salesforce
Install the Data Quality Analysis Dashboards from AppExchange
Universal Containers has an active presence on Twitter and Facebook. Customers' request from these social media channels should be responded to by support agents. What should a consultant recommend to meet this requirement?
Social Customer Service for Twitter and Facebook
Social Media Marketing message tagging
Social Persona for Twitter and Facebook
Einstein Bot social queues
Universal Containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommend as part of the deployment?
Create and assign permission sets to give agents social account access
Retrieve Social Studio credentials
Enable the Moderation feature to automatically create cases from posts
Add two Twitter or Facebook accounts
Universal Containers wants to notify Support Managers when a new case has been untouched from more than two business days. Which approach should a consultant implement?
Configure Case Escalation Rules
Define Case Auto-Response Rules
Create a Process Builder with Scheduled Actions
Establish Case Assignment Rules
Field engineers often need access current inventory levels of products the customer has purchased while at customer site. Which solution a consultant recommend to meet this requirements?
Integrate with an enterprise resource planning system
Implement Salesforce Field Service
Configure Visual Flow on Salesforce mobile
Develop and publish a knowledge management system
A manager would like information on the knowledge base searches conducted by customers an call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Number of knowledge article in each data category
Knowledge articles created by call center agents
Knowledge articles with the lowest rating
Knowledge search query with no results
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. What should the consultant recommend to mitigate these concerns?
Configure the new app in developer org and use an unmanaged package to deploy to production
Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training
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
Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided with different service levels based on their Service 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. Which Service Cloud feature should the consultant recommend to address this requirement?
Entitlements and Milestones
Case Assignment
Case Escalation
Salesforce Console
Universal Containers wants to ensure that contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
Entitlement processes, milestones, milestone actions and entitlement
Entitlement processes, contract line items, milestones and entitlement
Entitlement processes, contract, milestones and entitlement
Entitlement processes, contract, contract line items and entitlement
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption?
Optimized use of resources
Reduce support channels
Increase call routing accuracy
Increase call deflection
Reduce issue resolution time
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect a customer's interaction with a support agent while providing relevant answers to the customer. How can a consultant automate the use of suggested articles to accomplish this goal?
On-demand email to case
Web-to-case question
While holding for a support agent
An email to case inquiry
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements?
Enable Chat in an Experience Cloud site
Allow Comments on Knowledge Articles
Implement Case Assignment Rules
Create a self-service Help Center
A Service Representative transfers a Chat to another Representative. Which two things will happen?
The chat transcript and case are transferred
The customer does not know they were transferred
The customer is shown the new representative's name
Both service reps can chat with the customer
Which three characteristics of Flow?
Element can be used to pass data to legacy system
Apex code must be used to update fields in the database
Element can be used to update fields in the database
Apex code must be used to pass data to legacy systems
Only one version of a flow can be activated at a time
Universal Containers wants to schedule technicians for repair services when an agent is unable to solve customer's problem via call center. What functionality should a consultant recommend to satisfy the UC's need?
Mobile connect
Omni Channel
Contact Requests
Field Service
In which two areas can Open CTI features be made available to users when building a Lighting App using the App Manager?
On a record Highlights Panel
On a utility bar of the Lightning App
On a record Activity Feed list
On the Calendar right hand panel
A Consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What two key considerations for this integration?
CTI Adapter configuration
Lightning Console enablement
Call Center Definition File creation
Service Console case creation configuration
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. Which two solutions should a consultant recommend to correct this problem?
Create a case validation rule to ensure cases are owned by a user when closed
Create a Process Builder and Flow to change the owner on closed cases
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
The contact center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solution should a consultant recommend?
Service Cloud Console
Knowledge Base
Automatic Call Distribution
Experience Cloud Site
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?
Configure Service Contracts
Set up Milestones
Create an Entitlement Process
Enable Work Orders
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 man agents are forgetting to perform this step. What should a consultant recommend to address this problem?
Create a Case Macro
Define Case Escalation Rules
Activate a Validation Rule
Configure Process Builder
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?
Next Best Action
Case Feed
Omni-Channel Supervisor
Push Notifications
A client's Support Call Center has seen an increase in call volume on a new product line. The agent are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?
Configute Omni-channel to assign cases directly to Tier 2
Create a dashboard to track and manage call volumes by Type
Create Knowledge Articles and publish internally and publicly
Configure IVR routing to bypass Tier 1 for the product line
Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day. What configuration should a consultant recommend?
Keep all Case open in tabs
Define a custom List view
Use a second Console session
Add History to the Utility Bar
How should a consultant provide Suggested Article functionality to Lightning Service Console users?
Add the Knowledge tab to the Console App
Add the Knowledge Component to the Service Console
Create email templates with Knowledge Articles attached
Add the Suggested Articles widget to the Case layout
Use escalation rules for notifications and case teams to monitor cases
Use escalation rules for notifications and account teams to monitor cases
Use Salesforce Flow for notifications and account teams to monitor cases
Use Salesforce Flow for notifications and case teams to monitor cases
Universal Containers wants to import an external knowledge base to Lightning Knowledge using Knowledge Importer. How should this be implemented?
Article Record Types must be created before import
Each Article Record Type must be in a separate CSV
Article Record Types will be created as part of the import
Multiple Article Record Types can be imported in the same CSV
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years needs to be migrated to Salesforce for go-live. Which approach should be used for data migration?
Prepare, Plan, Validate, Execute, Test
Prepare, Plan, Test, Execute, Validate
Plan, Prepare, Test, Execute, Validate
Plan, Prepare, Validate, Execute, Test
Universal Containers wants to allow customers the ability to submit cases and also to see a dashboard of case resolution history. Which type of Community License should be used to meet these requirements?
High Volume Customer Portal
Customer Community
Lightning External Apps Starter
Customer Community Plus
The contact center at Universal Containers offers support through phone, email, public website and an Experience Cloud Site. The contact manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management?
Number of Knowledge articles create each month
Number of cases created using the Experience Cloud site per month
Average call handle time by team
Number of cases closed by self-service users
Universal Containers wants to let its customers interact in real-time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement?
Experience Cloud Site
Case Assignment Rules
Embedded Chat Service
Web-to-Case
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve and close the case. Which three Salesforce productivity features should be used to accomplish this requirement?
Quick Text
Chatter
Omni-Channel
Macros
Publisher Actions
Which two capabilities of Lightning Knowledge ensure accurate content in Articles?
Knowledge Action to Publish an Article once the Article is approved
Approval process that assigns an article to a reviewer queue
Validation Rules for Article record types to verify all fields during creation
Data Category to assign an article record type to a reviewer
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. Which method should the Consultant suggest?
Omni-channel routing
Web-to-Case forms
On-Demand-Email-to-Case
Standard Email-to-Case
Service Representatives are complaining that the 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. Which solution should a consultant suggest to improve the efficiency of console users?
Define criteria-based record page components
Create multiple Console layouts
Configure Macros
Enable Keyboard shortcuts
Universal Containers provides Customer Support for two separate business operations. The case managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers.
Page layouts
Omni-channel
Record Types
Article Record Types
Support Processes
How can a Contact Center Manager see which Service Representatives have NOT accepted new cases recently using the Lightning Service Console?
Cases report sorted by Rep and Case CreatedDate
Cases report sorted by Rep and Case owner
Omni-Channel Supervisor Tab
Omni-Channel Utility Component
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
The report is shared with a Chatter Group.
The report has a Standard Report Type.
The report chart is added to the Page Layout.
The report contains a chart.
The report is a Summary or Matrix report.
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce?
Install an adapter from AppExchange to work with third-party CTI systems.
Assign the Salesforce CTI license to Salesforce users.
Create a softphone layout and assign to user profiles.
Enable Chat in their Experience Cloud Site to chat with an agent.
Assign the correct Salesforce users to the Call Center.
Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line. How should a consultant accomplish this?
Standard Web-to-Case with assignment rules
Omni-Channel with prioritized queues
Lightning Email with web routing prioritization
Standard Email-to-Case with assignment rules
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system. Which two features should a consultant recommend to provide this functionality?
Custom Objects
External Objects
Salesforce Connect
Middle-tier integration
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents. Which two features should a consultant integrate into the Service Console?
Lightning Process Builder
Interaction Log
Path for Cases
Lightning Flow for Service
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?
Validation rule
Workflow
Salesforce flow
Assignment rule
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agent's daily call volume, including related case and contact information. How should the consultant recommend the report be created?
Create a Custom Report type which activities as the primary object.
Build a Summary report on Products and Activities.
Customize the My Teams Calls this week standard report.
Set up a reporting snapshot of the case, contact and activity objects.
What approach should a consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?
Create an article action for each record type; assign record types to service agents.
Create a data category for each product; assign data categories to service agents.
Create a page layout for each record type; assign layouts to service agents.
Create a permission set for each record type; assign permission to service agents.
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production. How should a consultant correct this problem?
Grant Authors access to FAQ record type.
Add Authors to the FAQ Data Category.
Grant Authors access to the FAQ article type.
Set Article Org Wide Default to Public Read/Write.
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure the first-call resolution by call center location, agent, and calendar month. Which reporting solution should the consultant recommend?
Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
Create a list view 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.
Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
Universal Containers is implementing a customer community to provide self-service options to its B2C customers. Which two features should a consultant recommend?
Chatter Answers
Contracts and SLAs
Cases
Contacts
The support management team at Universal Containers 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?
Set up a Salesforce Customer Experience Cloud site that will allow customers to create cases online.
Set up analytical snapshots to capture key case information and create historical trending reports.
Create case escalation rules to route high-priority cases directly to supervisors for resolution.
Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production. Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production?
Change Sets
Mass Transfer records
Data Import Wizard
Data Loader
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer logged. What feature should a consultant recommend to meet this requirement?
Custom Lightning Component
Social Conversation Component
AppExchange solution
Omni-Channel
Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. Which two features should consultant suggest?
On-Demand-Email-to-Case
Web-to-Case forms
Standard Email-to-Case
Apex Email Service
What should a consultant recommend to ensure chat requests contain enough information for Customer Service representatives to effectively respond?
Configure a chat Validation Rule.
Customize the pre-chat form.
Customize the Lightning Console page.
Configure Lightning Guided Engagement.
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Each article must e associated to a record type.
Approval process history to migrate to Lightning Knowledge.
Attachments and .html files in Classic Knowledge are moved to the Files object.
Visualforce pages refer to Classic article types.
Article numbers change during migration.
What are three best practices that should be used when deploying Salesforce functionality to production?
Ensure that at least 60% of the code is covered by unit tests before deploying to production.
Select a window of time when users will NOT be making changes to organization.
Migrate a test deployment to a staging environment for a smoother real-life experience.
Plan and communicate the deployment to all users of the organization in advance.
Ensure all users refrain from logging into production for an entire day prior to deployment.
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?
Organize the requirements from largest to smallest.
Prioritize the requirements based on who submitted them.
Provide a timeline that addresses all the requirements.
Identify the requirements needed for initial GoLive.
Universal Containers' agents need to be more productive when working cases. Agents want to send emails to customers prior to violating SLA based on three different SLA levels using macros. What two solutions can a Consultant suggest to meet the agent's requirements?
Add conditional logic to the instructions
Create a formula to build the macro logic around
Add multiple ELSE IF blocks after the IF block
Add a formula block to the macro
