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Which three measures satisfy this requirement?
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement? Choose 3 answersA . customer satisfaction Survey B. Customer Purchase History C. Customer Support Requests D. Net promoter Score E. Service Level AgreementView AnswerAnswer: A,B,D
What should the consultant recommend to meet the requirements?
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?A . Allow Comments on Knowledge articles. B. Implement Case Assignment Rules. C. Enable Chat in an Experience Cloud site. D....
Which feature should the Consultant consider?
Universal Containers is planning to provide different levelsof 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-Channel B. Entitlements C. Case Escalation D. Case MilestonesView AnswerAnswer: B
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, Validate B. Plan, Prepare, Test, Execute, Validate...
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 many agents are forgetting to perform this step.
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 many agents are forgetting to perform this step. What should a consultnat recommend to address this problem.A . Define case escalation...
Which two recommendations should a consultant suggest to help decrease customer wait times?
Universal Containers support management team 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? Choose 2 answers:A . Set up analytical snapshots to capture key case information andcreate...
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
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?A . Comment Search Component B. Comments List View C. Global Search D. Search Utility ComponentView AnswerAnswer: C
Which approach should a consultant recommend in this scenario?
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...
What is the recommended Experience Cloud license to meet the requirements?
Cloud Kicks (CK) provides support24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours. The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute...
