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.
Explanation: In situations where a customer stops responding during a messaging
session, it's practical for service agents to end the session after an appropriate wait time.
This action helps in managing agent workload efficiently and ensures that resources are
allocated to active engagements. Ending the session also allows for proper session
management and reporting, contributing to accurate metrics on customer interactions.
Universal Containers (UC) provides customer support for two separate business groups.
UC
requires that cases for each business group have different support processes and fields.
Which feature should a consultant implement to meet the requirement?
A. Omni-Channel
B. Record Types
C. Dynamic Forms
Explanation: For Universal Containers to manage different support processes and fields for two separate business groups, implementing Record Types is recommended. Record Types allow the creation of distinct page layouts for each business group, enabling customization of support processes and fields to meet the specific needs of each group, ensuring effective and organized case management.
Cloud Kicks has implemented a review process for all new Knowledge articles. Each article
must be reviewed and approved by a subject matter expert before becoming available to
users.
Which step is necessary to make articles visible in all the selected channels?
A. Click Publish after the Approval Process.
B. Set the status to Published fram the Knowledge approval page.
C. Set the final approval action to 'Lock the record for editing’.
Explanation: For new Knowledge articles to be visible in selected channels after a review process, the necessary step is to click "Publish" post-approval. Once an article has been reviewed and approved by the designated subject matter expert, publishing the article makes it available to users across the specified channels. This ensures that only verified and approved content is accessible, maintaining quality and relevance.
Service agents at Cloud Kicks frequently encounter duplicate cases from the same
customers in different channels.
Management would like to provide a method for service agents to handle duplicates and
delete one of the cases.
Which action should a consultant recommend?
A. Enable Case Merge.
B. Set up duplicate rules on Case.
C. Create an autolaunched Flow,
Explanation: To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on
information about the case.
Which solution should a consultant recommend?
A. Add the Knowledge object to global search objects.
B. Add the Knowledge component on the case Lightning record page.
C. Add the Knowledge related list to the case page layout.
Explanation: To enable Salesforce to suggest Knowledge articles to agents based on case information, adding the Knowledge component to the case Lightning record page is recommended. This component dynamically suggests relevant articles to agents as they work on cases, improving efficiency and providing agents with quick access to helpful information for case resolution.
Universal Containers (UC) wants to improve customer satisfaction by diversifying its
interaction channels. UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
A. Einstein Bots
B. Messaging In-app and Web (MIAW)
C. Experience Cloud sites
Explanation: To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.
Universal Containers (UC) faces challenges in efficiently managing and responding to a
growing number of customer queries within Service
Cloud. A consultant is advising on the implementation of chatbots to improve current
customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve
customer support operations?
A. Focus on scalability for handling high inquiry volume.
B. Work on integrating with social media platforms.
C. Emphasize continuous monitoring of chat.
Explanation: When implementing chatbots to improve customer support operations, prioritizing scalability is crucial. Scalability ensures that the chatbot system can handle a high volume of inquiries efficiently, without compromising response times or customer experience. This focus helps in managing peak periods and growing customer bases, making chatbots a sustainable solution for enhancing support operations.
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to
give
customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?
A. Milestones
B. Service Contracts
C. Maintenance Plans
Explanation: To provide customers with access to their agreed-upon response times via the portal, configuring Service Contracts in Experience Cloud is advisable. Service Contracts can detail the specific service levels agreed upon, and making this information accessible through the portal ensures transparency and sets clear expectations for service delivery.
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and
Change
Management process to provide a foundation for its auditing and governance needs. CK
also wants
interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a
consultant
recommend for the full solution?
A. Implement flow orchestration with Work Guides
B. Implement a third-party app from AppExchange.
C. Implement Guidance for Success and Knowledge articles.
Explanation: For a full Incident Management, Swarming, and Change Management process that includes interactive recommendations, implementing flow orchestration with Work Guides is recommended. Work Guides provide step-by-step guidance and can orchestrate complex processes across departments, ensuring adherence to auditing and governance requirements while offering interactive, context-specific recommendations.
After migrating to Lightning Experience, users are complaining that they are unable to
create a Knowledge article when closing a case.
How should the consultant resolve this issue?
A. Inform users that the only way to create articles is from the Knowledge component.
B. Enable Read/Write/Create permissions for Knowledge articles.
C. Add the Manage Salesforce Knowledge permission to the user's profile.
Explanation: To resolve the issue of users being unable to create Knowledge articles when closing a case after migrating to Lightning Experience, adding the 'Manage Salesforce Knowledge' permission to the user's profile is necessary. This permission enables users to create, edit, and publish Knowledge articles, ensuring that they can contribute to the Knowledge base directly from case records, enhancing the support process.
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