The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect a customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
Answer : B
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console.
What are two key considerations for this integration? (Choose two.)
Answer : AC
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
Answer : B
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? (Choose three.)
Answer : BCE
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need be migrated to Salesforce for go-live.
Which approach should be used for data migration?
Answer : A
Cloud Kicks (CK) provides support 24 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 reports with the ability to ‘Run as specified user’.
What is the recommended Experience Cloud license to meet the requirements?
Answer : A
A manager would like information on the knowledge base searches conducted by customers and call center agents.
Which two metrics are useful for identifying knowledge article effectiveness? (Choose two.)
Answer : AB
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the consultant recommend to gather information on Knowledge article usefulness?
Answer : C
Universal Containers wants a mechanism that provides customers access to product installation guides, FAQs, and warranty information.
What solution should the consultant recommend to meet this request?
Answer : D
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?
Answer : D
What approach should a consultant use to ensure that Knowledge searches only display articles for a service agent’s product specialization?
Answer : D
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
Answer : C
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to call capability.
Which three configurations are needed for the softphone to work in Salesforce? (Choose three.)
Answer : BCD
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production? (Choose two.)
Answer : AB
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce. The customer’s email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
Answer : C