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Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?A . Service Console MacrosB . Lightning Guided EngagementC . Path for CasesD . Lightning Flow ComponentView AnswerAnswer: C Explanation: Path for...
Which type of Community license should be used to meet these requirements?
Universal Containers wants to allow customers to 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?A . Customer Community PlusB . Customer CommunityC . High Volume Customer PortalD . Lightning External Apps StarterView...
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more...
What is the recommended solution to meet the requirements?
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines. CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents...
Which two solutions should a consultant recommend?
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud. Which two solutions should a consultant recommend? Choose 2 answersA . Customer communityB . Knowledge baseC . Service cloud consoleD . Automatic call distributionView AnswerAnswer: A, B Explanation: A customer community...
Which three metrics can be used to help executive management understand service center costs?
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 understand service center costs? Choose 3 answersA . All open Cases by PriorityB . All open...
What are two key considerations for this integration?
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answersA . CTI Adapter configurationB . Lightning Console enablementC . Call Center Definition File creationD . Service Console case creation configurationView AnswerAnswer: A, C...
What is the recommended method to meet the requirement?
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product. What is the recommended method...
Which solution should a consultant recommend?
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB. Which solution should a consultant recommend?A . Web-to-CaseB . Outlook...
Which solution will meet these requirements?
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements: • Agents need to collaborate with other teams. • The product development team needs to be alerted on high-priority cases for specific products. Which solution will meet these requirements?A . Use Process...
