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
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next. Which Knowledge dashboard should a consultant use?
A. Most Revised Articles
B. Most Linked Articles
C. Top Articles sorted descending
D. Search Activity Gaps
Explanation:
Search Activity Gaps is a Knowledge dashboard that a consultant should use to know
where to focus its efforts next after implementing Knowledge Centered Support. Search Activity Gaps shows the number of searches that returned no results, no articles, or no clicked articles. This can help identify the topics or keywords that need more or better articles to satisfy customer needs.
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.
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
A. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
B. Create a central "Contact Us" page which provides access to all available channels.
C. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
D. Optimize the customer community for mobile devices to have access to the same support as desktops.
E. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
Explanation:
These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central “Contact Us” page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed.
Verified References:
Create a Contact Us Page, [Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
A. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
B. Enable the knowledge sidebar setting in the case support settings.
C. Create a visualforce page called knowledge sidebar on the case page layout.
D. Enable the knowledge sidebar related list on the case page layout.
Explanation:
Creating a Salesforce console for service and enabling the knowledge sidebar on the case
page layout is a solution that can enable articles to be suggested to agents based on information they are typing into the case. A Salesforce console for service is a workspace that allows agents to manage multiple cases and interactions on a single screen. The knowledge sidebar is a feature that shows suggested articles based on the case subject, description, or other fields in the console.
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish. In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual. What is the recommended feature to meet the requirements?
A. Lead Assignment Rules
B. Queue-Based Routing
C. Skills-Based Routing
D. Lightning Flow for Service
Explanation:
Skills-Based Routing is a feature that can enable service agents based in North America
and Europe to respond to new leads created in Salesforce based on the language spoken. Skills-Based Routing is a feature that allows administrators to assign skills to agents and route work items, such as leads, cases, or chats, to the most qualified agent based on their skills, availability, and capacity. Skills-Based Routing can help ensure that leads are contacted by agents who speak the same language and provide faster and better service.
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.
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements? Choose 2 answers
A. Social Customer Service
B. Service Console
C. Messaging
D. Chat
Explanation:
Service Console and Messaging are two features that will help meet the requirements for supporting customers through SMS text messaging and WhatsApp. Service Console is a customized interface that allows agents to manage multiple customer interactions in one place, switch between different channels, and access relevant information and tools.
Messaging is a feature that enables agents to communicate with customers through SMS text messaging and WhatsApp from within Service Cloud, using predefined templates, quick replies, emojis, and attachments.
Verified References: :
Service Console Overview : : Messaging Overview
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
A. Approval Process that assigns an Article to a Reviewer Queue.
B. Knowledge Action to Publish an Article once the Article is approved.
C. Validation Rules for article record types to verify all fields during creation.
D. Data Category to assign an article record type to a Reviewer.
Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical’s arriaval time. What is the recommended feature to improve the customer experince?
A. Omn-Channel Routing
B. Incident Management
C. Video Support
D. Appointment Assitant
Explanation:
Appointment Assistant is a feature that can improve the customer experience by reducing
the 4-hour long appointment windows and providing information about the technician’s arrival time. Appointment Assistant is a feature that allows customers to track the status and location of their service appointments in real time through SMS messages or a web page. Appointment Assistant can help customers plan their day, reduce no-shows, and increase satisfaction.
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