Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.
Which solution should a consultant recommend to meet the requirement?
A Service Cloud Consultant is engaged to help Cloud Kicks (CK) streamline its customer service operations. CK has multiple departments with disconnected processes and limited documentation. The consultant is preparing for the project kickoff and wants to ensure the engagement begins successfully.
What should the consultant do first to ensure the success of the engagement?
After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change
Management process to provide a foundation for its auditing and governance needs. CK also wants
interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a consultant
recommend for the full solution?
A manager would like information on which Knowledge articles are used most often by call center agents.
Which report should a consultant use to identify the Knowledge articles that are used most often?
Universal Containers ' service operations manager needs a historical report detailing service rep performance for all service channels. The report must include Active Time, Handle Time, Speed To Answer, and any reasons provided when reps decline work items.
Which solution should a Service Cloud Consultant recommend?
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?
