Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?
Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.
Which solution should a consultant recommend to meet the requirements?
What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?
Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.
Which solution should a consultant recommend to meet the requirement?
Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial
data are stored in other systems.
Which solution should a consultant recommend for integration?
Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of
the article file attachments were migrated.
How can a consultant migrate the file attachments?
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.
Which prerequisite should the consultant consider?
Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right
knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?
Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that
are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?
The VP of service at Universal Containers wants to make it easier and faster for support
agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?
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