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How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?A . Omni-Channel Utility ComponentB . Cases report sorted by Rep and Case OwnerC . Cases report sorted by Rep and Case CreatedDateD . Omni-Channel Supervisor tabView AnswerAnswer: D Explanation:...
Which two features should a consultant integrate into the Service Console?
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. Which two features should a consultant integrate into the Service Console? Choose 2 answersA . Lightning Process BuilderB ....
Which solution should a Consultant recommend to meet this requirement?
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a Consultant recommend to meet this requirement?A . Implement Field Service Lightning.B . Integrate with an enterprise resource planning system.C . Develop and publish a knowledge management systemD...
What configuration should a consultant recommend?
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. What configuration should a consultant recommend?A . Keep all open in tabs.B . Use a second Console session.C . Define a custom List View.D ....
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?A . Configure Lightning Guided Engagement.B . Configure a Live Chat Validation Rule.C . Customize the Pre-chat form.D . Customize the Lightning Console chat page.View AnswerAnswer: C Explanation: Customizing the Pre-chat form...
How should the consultant implement these requirements?
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?A . Change the org-wide default for cases and contacts internal access to private.B . Update the case...
How should the consultant recommend the report be created?
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 agents" daily call volume, including related case and contact information. How should the consultant recommend the...
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answersA . Simplify the interactive voice response (IVR) tree.B . Set up Email-to-Case.C . Use Assignment rules and case queues.D . Add additional agents to lower average hold time.View AnswerAnswer:...
Which feature should the Consultant consider?
Universal Containers 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 Agreement. Which feature should the Consultant consider?A . Omni-ChannelB . EntitlementsC . Case EscalationD . Case MilestonesView AnswerAnswer: B Explanation: Entitlements are units...
Which approach should be used for the data migration?
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. Which approach should be used for the data migration?A . Prepare, Plan, Test, Execute, ValidateB . Plan, Prepare, Test, Execute, ValidateC...
