Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step.What should a consultant recommend to address this problem?
Cloud Kicks (CK) has a service performance dashboard to manage its entire support organization. Now, CK would like to understand performance from different perspectives, such as by product line or case close date quarter.What is the recommended solution to meet the requirements?
Support center agents at Cloud Kicks use a service console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.What are two recommended service console features that work together to improve the process? (Choose two.)
A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve the efficiency of this operation.What are two recommended Service Cloud features that work together to improve the process? (Choose two.)
Cloud Kicks wants to view cases resolved on the first call. Reps have been trained to use Save & Close when creating a Case. An existing Closed Case report must be modified to show first call resolution.What is the recommended report change to meet the requirements?
Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.How should the administrator ensure support reps only have access to quick texts for their specific product line?
