- Email support@dumps4free.com
Universal Containers wants to reduce the amount of time support agents spend creating
cases. Case creation must scale up to 5,000 new cases per day and allow file attachments
under 10 MB by the customer.
Which feature should the consultant suggest?
A. Web-to-Case
B. On-Demand Email-to-Case
C. Email-to-Case
Explanation: For handling up to 5,000 new cases per day with the capability for customers to attach files under 10 MB, Web-to-Case is the recommended feature. This allows customers to submit cases directly through a web form, including file attachments, efficiently scaling case creation capabilities while reducing the workload on support agents.
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles
from another knowledge base. The current knowledge base includes how-to guides written
in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?
A. Change the HTML format first to support subfields.
B. Create an HTML file for each rich text area field.
C. Modify the import parameters to specify HTML encoding.
Explanation: For importing how-to guides written in HTML into Salesforce Knowledge, creating an HTML file for each rich text area field in the Knowledge article format is recommended. This method ensures that the HTML content is properly mapped and displayed within Salesforce Knowledge articles, preserving the formatting and structure of the original guides.
Universal Containers wants to notify support managers when a new case has been
untouched for more than 2 business hours.
Which approach should a consultant implement?
A. Establish Case Assignment rules.
B. Create a Flow with a scheduled path.
C. Configure Case Escalation rules.
Explanation: Case Escalation Rules can be configured to escalate cases that have not been touched within a specified timeframe, such as 2 business hours. This ensures that support managers are notified when a case remains untouched beyond the set threshold, allowing for timely intervention and improved case management.
The support team at Cloud Kicks would like to implement a messaging tool to address
common customer feedback and concerns. The support team also wants to extend their
support capabilities.
What should the consultant recommend to meet the requirement?
A. Slack Connect
B. Service GPT
C. Einstein Bots
Explanation: Einstein Bots should be recommended to address common customer feedback and concerns while extending support capabilities. Einstein Bots are part of Salesforce's Service Cloud and can be programmed to handle routine customer inquiries, freeing up agents to focus on more complex issues. These bots can be integrated into various messaging platforms, providing a scalable and efficient way to improve customer service and satisfaction.
Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve
the expertise of its agents. The pilot focused on creating articles for the most common
support topics. After the pilot, customer satisfaction has improved and average call time
has decreased. To continue improving support key performance indicators (KPIs), CK
wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?
A. Allow agents to create and publish articles independently.
B. Use the Search Activity Gaps dashboard component.
C. Detach articles from cases to reset statistics.
Explanation: To continue improving support KPIs after implementing Knowledge-Centered
Support (KCS), utilizing the Search Activity Gaps dashboard component is recommended.
This tool helps identify topics for which customers are searching but not finding satisfactory
answers, guiding CK's efforts in creating new or updating existing articles to address these gaps and further enhance customer satisfaction and support efficiency.
| Page 2 out of 36 Pages |
| Previous |