Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?
Universal Containers aims to improve the efficiency of its internal service reps by improving case resolution times. The service reps need to follow a series of steps to resolve an issue and generate concise case summaries.
Which solution should the Service Cloud Consultant recommend?
Universal Containers needs to provide contact center agents with access to a customer ' s payment history if the call concerns a
billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?
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?
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?
Cloud Kicks uses Einstein Next Best Action to help service reps when working on a customer case. Multiple service reps work on the same case.
What should a consultant configure to show service reps when items were started, paused, resumed, and completed?
A Service Cloud Consultant is overseeing a Service Cloud implementation for a retail organization. The rollout includes new case assignment processes, customized Service Console layouts, and a knowledge base. The consultant wants to ensure deployment proceeds smoothly and that users are prepared for go-live.
What should the consultant do first to develop an effective deployment and training strategy?
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?
The customer ' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the
relevant information more quickly.
Which feature should the consultant recommend?
