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 rules
B. Configure flow Builder /Process Builder
C. Activate a validation rule
D. Create a Case Macro
Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window. What should a consultant recommend?
A. Download the PDFs from the chat.
B. Use File Preview in the chat.
C. Ask the customer to send the PDF via email.
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?
A. Set up self-service Knowledge.
B. Set up assignment rules and case queues.
C. Set up escalation rules.
Explanation: To address a high call abandonment rate using Service Cloud Voice, setting up a self- service Knowledge base is a strategic recommendation. By providing customers with access to a Knowledge base, they can find answers to their queries without waiting in call queues, reducing the volume of calls and, consequently, the abandonment rate. This solution enhances customer experience by offering immediate self-help options while optimizing call center operations.
Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers. When implementing Salesforce in this scenario, which solution should a consultant recommend?
A. Email relay
B. On-Demand Email-to-Case
C. Email-to-Case
Explanation: Email-to-Case is the recommended solution for Universal Containers to manage email traffic within its firewall. Unlike On-Demand Email-to-Case, which routes emails through Salesforce servers, Email-to-Case allows emails to be processed directly by the organization's email server, adhering to UC's policy of keeping email traffic within its firewall, even when handling large attachments.
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others. What is the recommended method to meet the requirements?
A. Create a Quick Action to map case fields to a new article.
B. Use a trigger to automatically create a new article.
C. Develop a globally-shared macro to create a new article.
Explanation: Creating a Quick Action to map case fields to a new article is the recommended method for enabling service agents at Cloud Kicks (CK) to easily create new articles when closing a case. This Quick Action can be configured to pre-populate the new article form with relevant details from the case, ensuring consistency and saving time by reducing manual data entry. This approach streamlines the process of capturing case resolutions and insights into the knowledge base, making valuable information readily available for future reference by agents and customers alike, thereby enhancing the overall efficiency and effectiveness of the service center.
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption?
A. Reduced administrative overhead
B. Reduced need for self-service
C. Reduced issue resolution time
D.
E. Optimized use of resources
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 related list to the case page layout.
B. Add the Knowledge object to global search objects.
C. Add the Knowledge component on the case Lightning record page.
Explanation: Adding the Knowledge component to the case Lightning record page is the most effective solution for suggesting relevant Knowledge articles to agents based on case information. This component dynamically displays articles related to the case's details, such as subject and description, directly within the agent's workspace. It uses the case data to search the Knowledge base and present the most applicable articles, aiding agents in finding solutions more quickly and efficiently. This integration enhances the support process by providing agents with easy access to a wealth of information, potentially reducing case resolution times and improving customer satisfaction.
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. Record Types
B. Dynamic Forms
C. Omni-Channel
Explanation: To accommodate different support processes and fields for two separate business groups at Universal Containers (UC), implementing Record Types is the appropriate solution. Record Types enable UC to define different sets of picklist values, page layouts, and processes for each business group's cases. This allows for customization of the user interface and the data model to reflect the specific requirements of each group, ensuring that agents have access to the relevant fields and follow the correct process when managing cases. This customization enhances the efficiency and effectiveness of case management by aligning it with the distinct needs of each business group.
An organization has requested guidance on how to delete customers’ personal data when they are no longer associated with the company to stay compliant with\lobal data protection and privacy regulations. Vhich solution should the consultant recommend to meet the requirement?
A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable.
B. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
C. Search and remove all customer information, including records and in unindexed free- text fields, and refresh sandboxes to ensure no data retention.
Explanation: To comply with global data protection and privacy regulations, the consultant should recommend a thorough approach to data deletion. This includes searching and removing all customer information from Salesforce, covering both structured data (like records) and nstructured data (such as comments or notes in free-text fields). Additionally, refreshing sandboxes after this process ensures that any copies of the data in development or testing environments are also purged, maintaining compliance and safeguarding privacy.
Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products. Which approach should the consultant recommend to start AI efforts at CK?
A. Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.
B. Review and address Case data issues and set up Einstein Classification Apps.
C. Review and address Case data issues and set up Einstein Article Recommendations.
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