Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC ' s
support offerings should be adjusted.
Which feature should the consultant recommend?
Universal Containers would like to set up Salesforce to automatically route cases to the appropriate service reps based on the following criteria:
• Cases are generated via email, web form, or Experience site.
• Service reps should be able to handle three cases at a time.
• Service reps should be able to choose whether to accept new cases.
• The service rep ' s manager should have insight into the rep ' s workload.
Which tool should the administrator use to route cases based on the support team ' s requirements?
Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support
reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick
texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?
Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an
appropriate number of issues?
Ursa Major Solar ' s support department would like to implement a process to ensure customers receive the appropriate support based on their service-level agreements (SLAs).
Which feature should the consultant configure as part of the implementation?
Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on cases.
What is a consideration of this approach?
Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.
Which solution meets these requirements?
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK
would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
Cloud Kicks support agents are getting too many emails due to case ownership changes.
What should the admin recommend to solve the issue?
Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?
