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Universal Containers wants to automate the process of case creation. While conducting a
business process review, the consultant learned that customers sometimes upload digital
pictures of
the problem.
Following best practices, which solution should a consultant recommend?
A. Email-to-Case
B. AppExchange package
C. Web-to-Case
Explanation: For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times.
The support management team at Universal Containers has noticed an increase in wait
times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?
A. Set up analytical snapshots to capture key case Information and create historical trending reports.
B. Create reports to analyze data in order to understand peak times and ensure adequate.
C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.
Explanation: To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times.
Universal Containers (UC) has a policy that requires all email traffic to remain within its
firewall. UC receives up to 2,000 cases per day, some of which include large email
attachments from
customers.
When implementing Salesforce in this scenario, which solution should a consultant
recommend?
A. Email-to-Case
B. deg -Demand Email-to-Case
C. Email relay
Explanation: For Universal Containers, which requires all email traffic to remain within its firewall and handles a high volume of cases with attachments, Email-to-Case is the recommended solution. Email-to-Case allows emails to be converted into cases within Salesforce while keeping email data secure within the company's firewall, accommodating the need for security and efficiency in handling customer cases.
To help service agents more accurately respond to a new case, Universal Containers
wants a list of relevant Knowledge articles
displayed on the Case record page.
How should a consultant configure this requirement?
A. Add the Knowledge tab to the Service Console.
B. Add the Knowledge component to the Case record page.
C. Add the Knowledge related list to the Case record page.
Explanation: To assist service agents in finding relevant Knowledge articles for new cases, adding the Knowledge component to the Case record page in the Lightning Service Console is recommended. This component dynamically suggests articles based on case details, aiding agents in providing accurate and efficient responses.
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support
experience. CK Ants to allow asynchronous conversations, conversations across devices,
and
Estimated Wait Time transparency. CK currently uses an external website to deliver its chat
support
offering.
What should a consultant recommend to provide these newer capabilities?
A. Einstein Bots
B. Messaging for Web
C. AppExchange package
Explanation: To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.
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