What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish thisrequirement? Choose 3 answers
Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?
Universal Containers wants to implement Omni Channel within Service Cloud for itsrepresentatives. What is the first step required to configure Omni Channel?
Open CTI allows AdvancedAdministrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system
What are the two common places to embed these call controls?
Choose 2 answers
