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A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact information by mailing paper payslips back to the company. What is the recommended solution to meet the requirements?
A. Service Cloud Voice with Tele-pay
B. Einstein Bots with check processing
C. Experience Cloud with payment processing
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers
A. Simplify the interactive voice response (IVR) tree.
B. Set up Email-to-Case.
C. Use Assignment rules and case queues.
D. Add additional agents to lower average hold time.
Explanation:
An interactive voice response (IVR) is a system that allows callers to interact with a phone system using voice or keypad inputs. It can be used to provide information, route calls, or collect data from callers. A call abandonment rate is the percentage of callers who hang up before reaching an agent or completing their interaction with the IVR. To reduce the call abandonment rate, two possible strategies are to simplify the IVR tree and add additional agents to lower average hold time. Simplifying the IVR tree can make it easier and faster for callers to find what they need or reach an agent, reducing their frustration and impatience. Adding additional agents can reduce the queue length and the time callers have to wait on hold, increasing their likelihood of staying on the line.
Verified References: [Interactive Voice Response (IVR)] and [Call Abandonment Rate]
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
A. Use Process Builder for notifications and case teams to monitor cases.
B. Use Process Builder for notifications and account teams to monitor cases.
C. Use escalation rules for notifications and account teams to monitor cases.
D. Use escalation rules for notifications and case teams to monitor cases.
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf.
What should a consultant recommend to meet the requirement?
A. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy
B. An organization-wide default of Public Read/Write on the Case object
C. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case. What should a consultant configure to show service agents when items were started, paused, resumed, and completed?
A. Actions & Recommendations component
B. Activity analytics tab
C. Case History related list
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