Question 6
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?
Which solution allows product managers to quickly see and review the cases that are created for their products?
Question 7
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via
Twitter
What should the Consultant recommend implementing in the Lightning Service Console?
What should the Consultant recommend implementing in the Lightning Service Console?
Question 8
Universal containers want to identify potential delays in the customer support process. Which metric should
the contact center management analyze? (Choose 1)
the contact center management analyze? (Choose 1)
Question 9
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
Which solution should a Consultant recommend to meet this requirement?
Question 10
Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.
Which approach should the consultant recommend to start AI efforts at CK?
Which approach should the consultant recommend to start AI efforts at CK?
