Question 131
Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers
What are two recommended service console features that work together to improve the process ** Choose 2 answers
Question 132
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:
Question 133
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
How should this be accomplished?
Question 134
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
Which methodoogy should a consultant recommend?
Question 135
Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?
Which approach should the consultant use for date migration?