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Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
A. Knowledge articles suggested by Einstein
B. Upcoming Milestones for the Case's Entitlement
C. Internal Chatter posts about the Case
Explanation: Salesforce enables the attachment of Knowledge articles suggested by Einstein to customer emails as part of standard Case Management capabilities. This feature leverages Einstein's AI to suggest relevant articles based on case context, allowing agents to provide helpful information and resources directly to customers, enhancing support quality and efficiency.
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?
A. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
B. Generate all of the requirements with UC executives and then develop the project schedule.
C. Finish all of the project requirements at once and deliver a complete solution.
Explanation: For a successful implementation of Service Cloud using Agile methodology, generating continuous feedback from the project team and making iterative adjustments to requirements and deliverables is crucial. This approach ensures that the project remains aligned with client needs and can adapt to changes or new insights as the implementation progresses.
Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases
with
its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that
is the most
effective for case communication while documenting the conversation history.
Which feature should the consultant recommend to meet the requirement?
A. Use Slack for Service for Case Swarming.
B. Send Email Quick Action to loop in the stakeholders.
C. Use child Cases to interact with the partner.
Explanation: For Cloud Kicks to effectively collaborate within the organization and with
partners on resolving cases, using Slack for Service for Case Swarming is recommended.
This solution facilitates real-time communication and collaboration, bringing together the
necessary stakeholders and documenting the conversation history within the context of
each case, enhancing problem-solving and case resolution processes.
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks’ executives.
The dashboard needs to provide insights that will
assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?
A. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
B. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
C. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance
Explanation: Snapshot reporting on trends in the number of cases handled per month offers executives a high-level overview of customer service operations, enabling them to identify patterns, assess performance, and make informed strategic decisions. This type of report is valuable for understanding service demand and resource allocation over time.
How should a consultant configure a report that shows the average number of days that Cases stay open?
A. Create a formula field on Case to calculate the average age.
B. Create a report snapshot of the number of open Cases each day.
C. Use the standard Case age field on the resort.
Explanation: To report the average number of days that Cases stay open, creating a formula field on the Case object to calculate the age of each case is effective. This formula can calculate the difference between the case creation date and the current date (for open cases) or the closed date (for closed cases). A report can then aggregate this data to calculate the average age of cases, providing insights into case resolution times.
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