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A service agent is in a messaging session with a customer. The customer abruptly stops
responding after 30 minutes.
What should the agent do next?
A. End the messaging session with the customer.
B. Mark the messaging session as customer Inactive.
C. Leave the messaging session with the customer open.
Explanation: In situations where a customer stops responding during a messaging
session, it's practical for service agents to end the session after an appropriate wait time.
This action helps in managing agent workload efficiently and ensures that resources are
allocated to active engagements. Ending the session also allows for proper session
management and reporting, contributing to accurate metrics on customer interactions.
Universal Containers (UC) provides customer support for two separate business groups.
UC
requires that cases for each business group have different support processes and fields.
Which feature should a consultant implement to meet the requirement?
A. Omni-Channel
B. Record Types
C. Dynamic Forms
Explanation: For Universal Containers to manage different support processes and fields for two separate business groups, implementing Record Types is recommended. Record Types allow the creation of distinct page layouts for each business group, enabling customization of support processes and fields to meet the specific needs of each group, ensuring effective and organized case management.
Cloud Kicks has implemented a review process for all new Knowledge articles. Each article
must be reviewed and approved by a subject matter expert before becoming available to
users.
Which step is necessary to make articles visible in all the selected channels?
A. Click Publish after the Approval Process.
B. Set the status to Published fram the Knowledge approval page.
C. Set the final approval action to 'Lock the record for editing’.
Explanation: For new Knowledge articles to be visible in selected channels after a review process, the necessary step is to click "Publish" post-approval. Once an article has been reviewed and approved by the designated subject matter expert, publishing the article makes it available to users across the specified channels. This ensures that only verified and approved content is accessible, maintaining quality and relevance.
Service agents at Cloud Kicks frequently encounter duplicate cases from the same
customers in different channels.
Management would like to provide a method for service agents to handle duplicates and
delete one of the cases.
Which action should a consultant recommend?
A. Enable Case Merge.
B. Set up duplicate rules on Case.
C. Create an autolaunched Flow,
Explanation: To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on
information about the case.
Which solution should a consultant recommend?
A. Add the Knowledge object to global search objects.
B. Add the Knowledge component on the case Lightning record page.
C. Add the Knowledge related list to the case page layout.
Explanation: To enable Salesforce to suggest Knowledge articles to agents based on case information, adding the Knowledge component to the case Lightning record page is recommended. This component dynamically suggests relevant articles to agents as they work on cases, improving efficiency and providing agents with quick access to helpful information for case resolution.
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