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Universal Containers (UC) wants to improve customer satisfaction by diversifying its
interaction channels. UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
A. Einstein Bots
B. Messaging In-app and Web (MIAW)
C. Experience Cloud sites
Explanation: To enhance real-time communication and support, Messaging In-app and Web (MIAW) should be suggested. MIAW enables direct, real-time interactions with customers through various messaging platforms, including web chat and mobile messaging. This channel provides a convenient and immediate way for customers to connect with support, improving satisfaction through enhanced accessibility and responsiveness.
Universal Containers (UC) faces challenges in efficiently managing and responding to a
growing number of customer queries within Service
Cloud. A consultant is advising on the implementation of chatbots to improve current
customer support operations.
Which specific aspect should UC prioritize when implementing chatbots to improve
customer support operations?
A. Focus on scalability for handling high inquiry volume.
B. Work on integrating with social media platforms.
C. Emphasize continuous monitoring of chat.
Explanation: When implementing chatbots to improve customer support operations, prioritizing scalability is crucial. Scalability ensures that the chatbot system can handle a high volume of inquiries efficiently, without compromising response times or customer experience. This focus helps in managing peak periods and growing customer bases, making chatbots a sustainable solution for enhancing support operations.
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to
give
customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?
A. Milestones
B. Service Contracts
C. Maintenance Plans
Explanation: To provide customers with access to their agreed-upon response times via the portal, configuring Service Contracts in Experience Cloud is advisable. Service Contracts can detail the specific service levels agreed upon, and making this information accessible through the portal ensures transparency and sets clear expectations for service delivery.
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and
Change
Management process to provide a foundation for its auditing and governance needs. CK
also wants
interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a
consultant
recommend for the full solution?
A. Implement flow orchestration with Work Guides
B. Implement a third-party app from AppExchange.
C. Implement Guidance for Success and Knowledge articles.
Explanation: For a full Incident Management, Swarming, and Change Management process that includes interactive recommendations, implementing flow orchestration with Work Guides is recommended. Work Guides provide step-by-step guidance and can orchestrate complex processes across departments, ensuring adherence to auditing and governance requirements while offering interactive, context-specific recommendations.
After migrating to Lightning Experience, users are complaining that they are unable to
create a Knowledge article when closing a case.
How should the consultant resolve this issue?
A. Inform users that the only way to create articles is from the Knowledge component.
B. Enable Read/Write/Create permissions for Knowledge articles.
C. Add the Manage Salesforce Knowledge permission to the user's profile.
Explanation: To resolve the issue of users being unable to create Knowledge articles when closing a case after migrating to Lightning Experience, adding the 'Manage Salesforce Knowledge' permission to the user's profile is necessary. This permission enables users to create, edit, and publish Knowledge articles, ensuring that they can contribute to the Knowledge base directly from case records, enhancing the support process.
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