Question 41
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?
Which feature should a Service Cloud consulatant recommend to improve the user experince?
Question 42
Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent
which requires 24/7 resolution.
which requires 24/7 resolution.
Question 43
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
Question 44
Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.
What should a consultant recommend as the next step?
What should a consultant recommend as the next step?
Question 45
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
Which action should be taken to reduce the call volumes and escalations?