Service Cloud Consultant V2

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 system...

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answersA . Enable article customization for open cases. B. Enable agents to create their own personal articles. C. Enable suggested articles on new...

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?A . Assign a global team of experienced agents...

Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future. What is the recommended method to...

A client's Support Call Center has seen an increase in call volume on a new product line. The agents 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?A . Create Knowledge Articles and...

Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method 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?A ....

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problemA . Configure Case Assignment Rules to use Queues. B. Configure Omni-Channel Routing Model as Most Available. C. Configure Case Assignment Rules to...

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet...

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?A . Add the Knowledge Component to the Service Console. B. Add the Knowledge tab to the Console app. C. Create email templates with Knowledge Articles attached. D. Add the Suggested Article widget to the Case page layout.View...

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the .... Which configuration option should be verified?A . Verify that users have access to the Chat public group. B. Verify that users are assigned the Chat user profile...