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Universal Containers’ customers prefer speaking to a live support agent for complex
product issues. This results in a high volume of phone calls
and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?
A. Embedded Chat window
B. Contact requests
C. Web-to-Case
Explanation: To address customer dissatisfaction with long hold times for phone support,
embedding a Chat window on the company's website or customer portal is recommended.
This provides an alternative real-time communication channel, allowing customers to
quickly connect with live support agents for complex issues without the need for phone
calls, reducing wait times and improving customer satisfaction.
Universal Containers case managers receive a high volume of new cases daily and would
like to improve efficiency across multiple teams with
multiple disparate product specializations. Currently, all cases are automatically distributed
evenly across all case managers, regardless of the case
manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?
A. Implement Einstein Article Recommendations.
B. Implement Skills-Based Routing.
C. Implement Queue-Based Routing
Explanation: Skills-Based Routing is an advanced feature in Salesforce Service Cloud that directs cases to the most qualified case managers based on their skills and expertise. By implementing Skills-Based Routing, Universal Containers can ensure that cases are assigned to case managers with the appropriate product knowledge, improving case resolution efficiency and quality. This method optimizes resource allocation and enhances customer satisfaction by matching cases with the best-suited case managers.
Cloud Kicks wants to implement a solution that would hold service agents accountable for
keeping customer service-level
agreements (SLAs).
Which feature should a consultant use to meet this request?
A. Service Contracts
B. Salesforce Survey
C. Entitlement process
Explanation: To hold service agents accountable for maintaining customer service-level agreements (SLAs), implementing an Entitlement Process is recommended. This feature allows for the definition and management of SLAs for each customer, providing a structured framework to monitor case handling against agreed service levels and ensuring agent accountability in meeting customer service commitments.
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?
A. Trailhead
B. Einstein Next Best Action
C. Experience Cloud site
Explanation: For efficient onboarding and training of new employees, including access to job information, benefits, internal job openings, and mandatory training, Trailhead is the recommended solution. Trailhead provides a gamified, interactive learning experience, allowing employees to engage in self-paced learning modules tailored to their roles and the organization's processes.
What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?
A. The report must be used on a Dashboard.
B. The report must have a standard Report Type.
C. The report must contain a chart.
Explanation: When adding a report chart to a Page Layout or a Lightning Record Page, the report must include a chart component. This is because the visualization aspect of the chart is what's displayed on the layout, providing a graphical representation of the report data directly on the record page for quick insights and analysis.
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