Universal Containers would like to set up Salesforce to automatically route cases to the appropriate service reps based on the following criteria:
• Cases are generated via email, web form, or Experience site.
• Service reps should be able to handle three cases at a time.
• Service reps should be able to choose whether to accept new cases.
• The service rep ' s manager should have insight into the rep ' s workload.
Which tool should the administrator use to route cases based on the support team ' s requirements?
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers’ wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?
Cloud Tech Support is preparing to deploy Service Cloud with new features including Case Escalation Rules and a Knowledge Base. Their current support staff is accustomed to email-only case management. The company wants minimal downtime and a high adoption rate for the new solution.
What should the Service Cloud Consultant recommend to prepare the support reps for the transition?
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give
customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?
Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The
company wants an easy way for users to find relevant articles based on its product.
What is the recommended method to meet the requirement?
Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.
What should the consultant recommend to gather information efficiently on Knowledge article usefulness?
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates. Individual service reps, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and
mandatory employee training.
What should the consultant recommend to meet the requirements?
Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?
