Validate that you have the knowledge to design and implement a Service Cloud solution as a consultant.
Universal Containers would like for article to be different channel for social interactions. What solution should a consultant recommend?
Universal Container’s customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time. What functionality should the consultant recommend implementing to resolve this issue?
“Universal Containers has an active presence on Twitter and Facebook. Customers’ requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?”
“Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to “”Run as specified user.
What is the recommended Experience Cloud license to meet the requirements? ”
“A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?”
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 feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.What is the recommended method to meet the requirements?
“Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer’s problem via the call center.
What functionality should a consultant recommend to satisfy the UC’s need?”
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?