Question 71
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?
What should the Consultant recommend to gather information on Knowledge article usefulness?
Question 72
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
Choose 2 answers
Question 73
Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, how can a consultant ensure that service agents have access to the right customer information when viewing a case?
When setting up Service Cloud, how can a consultant ensure that service agents have access to the right customer information when viewing a case?
Question 74
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
Question 75
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
What should the consultant recommend to address this problem