The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?
A. Set up the Case Deflection component to share Knowledge articles.
B. Create a Macro to send an email with Knowledge articles.
C. Create an auto-response rule that links to Knowledge articles.
Explanation:
To streamline the process of sending Knowledge articles to customers, configuring a Macro
is an efficient solution. Macros automate repetitive tasks, such as selecting an article and attaching it to an email to the customer, thereby speeding up the agent's workflow and enhancing the customer support experience.
A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge. Which set of factors should be considered when selecting the articles to migrate?
A. Last modified date and terms searched frequently in the last year
B. Last modified date and total number of article views in the last year
C. Original creation date and total number of article views in the last year
Explanation:
When migrating an external knowledge base into Salesforce Knowledge, considering the last modified date and total number of article views in the last year is essential. These factors help identify the most relevant and frequently used content, ensuring that the migrated knowledge base is up-to-date and meets the users' needs. The last modified date indicates the currency of the information, suggesting that the content is still relevant and maintained. The total number of views serves as an indicator of the article's usefulness and popularity among users. Focusing on these factors during the migration process ensures that the most valuable and current content is prioritized, enhancing the effectiveness of the Salesforce Knowledge base.
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created. What is the recommended option to prevent the creation of spam cases?
A. Web-to-Case with Einstein Case Classification
B. Web-to-Case with reCAPTCHA enabled
C. On-Demand Email-to-Case Threading
Universal Containers (UC) has regional contact centers around the world. UC has Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution. Which strategy should a consultant recommend?
A. Create a dashboard using Reporting Snapshots.
B. Create a dashboard for each support manager.
C. Create a Dynamic Dashboard.
To help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.
A. Add the knowledge related list to the case record page
B. Add the knowledge tab to the service console
C. Add knowledge component to case record page
D. Add knowledge data categories to each case
Explanation:
Adding knowledge component to case record page is a solution that can enable Universal Containers to display a list of relevant knowledge articles on case record page. Knowledge component is a Lightning component that allows agents to search, view, and attach articles to cases from the case record page. Knowledge component also shows suggested articles based on the case information and the agent’s profile.
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact information by mailing paper payslips back to the company. What is the recommended solution to meet the requirements?
A. Service Cloud Voice with Tele-pay
B. Einstein Bots with check processing
C. Experience Cloud with payment processing
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers
A. Simplify the interactive voice response (IVR) tree.
B. Set up Email-to-Case.
C. Use Assignment rules and case queues.
D. Add additional agents to lower average hold time.
Explanation:
An interactive voice response (IVR) is a system that allows callers to interact with a phone system using voice or keypad inputs. It can be used to provide information, route calls, or collect data from callers. A call abandonment rate is the percentage of callers who hang up before reaching an agent or completing their interaction with the IVR. To reduce the call abandonment rate, two possible strategies are to simplify the IVR tree and add additional agents to lower average hold time. Simplifying the IVR tree can make it easier and faster for callers to find what they need or reach an agent, reducing their frustration and impatience. Adding additional agents can reduce the queue length and the time callers have to wait on hold, increasing their likelihood of staying on the line.
Verified References: [Interactive Voice Response (IVR)] and [Call Abandonment Rate]
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 Builder for notifications and case teams to monitor cases.
B. Use Process Builder for notifications and account teams to monitor cases.
C. Use escalation rules for notifications and account teams to monitor cases.
D. Use escalation rules for notifications and case teams to monitor cases.
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf.
What should a consultant recommend to meet the requirement?
A. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy
B. An organization-wide default of Public Read/Write on the Case object
C. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case. What should a consultant configure to show service agents when items were started, paused, resumed, and completed?
A. Actions & Recommendations component
B. Activity analytics tab
C. Case History related list
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