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Which configuration solution should a consultant recommend to meet these requirements?
Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below: * Support attachments up to 25 MB per inquiry * Under 2,500 inquiries per day Which configuration solution should a consultant recommend to meet these...
Which consideration should the admin be aware of when making this change?
Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable ‘Use standard Salesforce sharing’ in Sharing Settings under Knowledge Settings. Which consideration should the admin be aware of when...
What should a consultant recommend to meet the requirements?
Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases. What should a consultant recommend to...
Which metric should a consultant use to assess the success of the new workforce management system?
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system. Which metric should a consultant use to assess the success of the new workforce management system?A . Number of closed casesB . Agent utilizationC . Deflection rateView AnswerAnswer: B...
service agents to respond effectively?
What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?A . Customize Intents using Einstein Chatbots.B . Customize the Lightning Console chat page.C . Customize the pre-chat form.View AnswerAnswer: C Explanation: Customizing the pre-chat form allows for the collection of sufficient information...
Which feature meets this requirement most effectively?
Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein...
Which method should the consultant recommend to provide automated self-service on an ecommerce site?
Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently. Which method should the consultant recommend to provide automated self-service on an ecommerce site?A . Configure a Visual Remote Assistant.B . Create an Einstein...
Which approach should a consultant implement?
Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours. Which approach should a consultant implement?A . Establish Case Assignment rules.B . Create a Flow with a scheduled path.C . Configure Case Escalation rules.View AnswerAnswer: C Explanation: Case Escalation Rules...
What should the agent do next?
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next?A . End the messaging session with the customer.B . Mark the messaging session as customer Inactive.C . Leave the messaging session with the customer open.View...
Which report type should the consultant consider when collecting data for the support manager?
Universal Containers has a well-defined support process for cases which includes the following statuses: * New * Assigned * In Progress * Waiting On Customer * Closed The support manager has noticed an increase in the average age of a case and wants to understand how long a case is...
