Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app. Which feature should a consultant recommend?
A. Einstein Bots
B. OmniStudio
C. Messaging
Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues. The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots. What should a consultant do to address the risk?
A. Conduct a discovery session with the stakeholder to ensure the voice and tone of thebot meet the required healthcare compliance standards.
B. Create a bot in the production org and use the information captured in ConversationLogs to confirm that no healthcare data was discussed.
C. Share Information about bot security, availability, and confidentiality of healthcare datafound on Salesforce Trust and Einstein Platform Compliance.
An organization has requested guidance on how to delete customers’ personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations. Which solution should the consultant recommend to meet the requirement?
A. Search for all customer information in production and manually edit the fields of eachrecord to scramble the data so that it is no longer searchable
B. Search and remove all customer information, including records and in unindexedfreetext fields, and refresh sandboxes to ensure no data retention.
C. Search for all customer information across environments and deactivate accounts orExperience Cloud users associated with the contact.
Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management. What should the consultant recommend to decrease case closure time?
A. Add data category groups.
B. Create synonym groups.
C. Enable Suggested Articles.
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center. Which analytics solution should the consultant recommend?
A. Case report grouped by Call Center
B. Case History report grouped by Call Center
C. Dynamic Dashboard grouped by Call Center
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. Case History related list
B. Actions & Recommendations component
C. Activity analytics tab
Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions. What should the consultant do before creating an implementation plan?
A. Review Service Setup Assistant for Web-to-Case.
B. Review guidelines and limits for Web-to-Case.
C. Review Einstein Conversation Mining for Web-to-Case.
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend?
A. Add the Knowledge object to global search objects.
B. Add the Knowledge component on the case Lightning record page.
C. Add the Knowledge related list to the case page layout.
Universal Containers has a well-defined support process for cases which includes the following statuses: * New * Assigned * In Progress * Waiting On Customer * Closed The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status. Which report type should the consultant consider when collecting data for the support manager?
A. Case Lifecycle
B. Cases with Milestones
C. Case History
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
A. Einstein Next Best Action
B. Service Analytics Predictions
C. Visual Remote Assistant