Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
Which Lightning Service Console featureshould be used to enable Service Reps to send emails with attachments to customers basedon the Case details?
Universal containers is migrating from classic knowledge to lightning knowledge usingthe lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
Service Representatives arecomplaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configuredfeatures are required. Which solution should a Consultant suggest to improve the efficiency of console users?
Universal Containers (UC) is updating theService Cloudconsole app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?
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 consultantrecommend to meet this requirement?
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
