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Universal Containers’ leadership wants to reduce the level of effort required to get the right
people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?
A. Create queues with support agents and use assignment rules.
B. Predefine case teams and use assignment rules.
C. Configure Web-to-Case and use assignment rules,
Explanation: To efficiently distribute cases and get the right people involved for quicker resolution, creating queues that group support agents by expertise or function and utilizing assignment rules to automatically route cases to the appropriate queues is recommended. This approach streamlines case distribution, ensuring cases are handled by agents best equipped to resolve them promptly.
Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS
messages to customers. Messages are
always between 175 and 255 characters.
What should the consultant recommend that UC use for messaging?
A. SMS Long Code
B. SMS Enhanced
C. SMS Short Code
Explanation: For sending SMS messages between 175 and 255 characters, using SMS Long Code is recommended. Long Codes are standard telephone numbers used for longer text message communications, suitable for more detailed SMS interactions with customers while providing a more personalized experience.
Universal Containers has implemented Service Cloud. The company needs key
performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support
center costs?
A. All Cases by Customer
B. All Open Cases by Priority
C. Case Resolution Time
Explanation: Case Resolution Time is a critical KPI for understanding support center costs. It measures the average time taken to resolve customer cases, directly impacting labor costs and resource allocation. By monitoring and optimizing Case Resolution Time, executive management can identify efficiency improvements, manage staffing requirements more effectively, and ultimately reduce the cost of operating the customer support center.
Universal Containers (UC) is configuring a self-service page for customers to find
Knowledge
articles and create cases. UC has recently requested that an Einstein Bot be placed on the
page, but
wants to ensure that the bot only directs cases to live agents during normal business hours
and
observes holidays.
How should a consultant meet this requirement?
A. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business
B. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.
C. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
Explanation: To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations.
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center.
CK
wants an easy way for service agents to create new articles when closing a case. The new
article
should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?
A. Develop a globally-shared macro to create a new article.
B. Use a trigger to automatically create a new article.
C. Create a Quick Action to map case fields to a new article
Explanation: To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of capturing case resolutions as reusable knowledge, making it easily accessible for other agents and enhancing the overall efficiency of the service center.
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