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 historicaltrending 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 forresolution.
What is a common deflection technique to reduce the number of interactions for a contact center?
A. Suggest articles for an Email-to-Case question.
B. Recommend articles prior to a Chat session.
C. Recommend articles during a call from a support agent.
Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views. Which Service Console productivity tool should a consultant recommend?
A. Run a macro on each case.
B. Use a mass Quick Action.
C. Use a keyboard shortcut.
Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. Which solution should a consultant recommend to meet this requirement?
A. Use auto-response rules to send an email to the customer.
B. Use Escalation Rules to assign the case to a case queue.
C. Use Flow Builder to send an email to the customer.
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system. Which metric should a consultant use to assess the success of the new workforce management system?
A. Number of closed cases
B. Agent utilization
C. Deflection rate
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which benefit can be expected from KCS adoption?
A. Reduced administrative overhead
B. Reduced need for self-service
C. Reduced issue resolution time
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?
A. Configure Omni-Channel Skills-based Routing.
B. Configure Case Assignment rule and Omni-Channel Supervisor.
C. Configure Omni-Channel Queue-Based Routing.
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?
A. Enable lookup filters.
B. Configure a Quick Action.
C. Set OWD sharing to Private.
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
Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case. Which feature should a consultant recommend to meet these requirements?
A. Case teams
B. Case swarms
C. Account teams