The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect a customer's interaction with a support agent while still providing relevant answers to the customer.How can a consultant automate the use of suggested articles to accomplish this goal?
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console.What are two key considerations for this integration? (Choose two.)
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.What is the recommended method to decrease the time it takes to close cases?
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.Which three benefits can be expected from KCS adoption? (Choose three.)
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need be migrated to Salesforce for go-live.Which approach should be used for data migration?
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to ‘Run as specified user’.What is the recommended Experience Cloud license to meet the requirements?
