Ursa Major Solar sells industrial equipment and provides support through voice channels as well as mobile technicians.When incidents occur, high-priority customers have a dedicated phone number to call. Technicians must then be rerouted from the next scheduled work location to the high-priority customer site.What is the recommended solution?
AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self-service portal in Experience Cloud and public Knowledge base were added.When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.What is the likely reason for the KPI change?
Cloud Kicks is migrating its knowledge base from Classic Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles’ lifecycle by archiving and deleting articles of a certain designation now fails.What are two reasons the integration is failing? (Choose two.)
Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.What is the recommended license for the specialists?
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the differences between a Private and Public Read Only organization-wide defaults sharing model on cases.Which two Queue behaviors should CK consider? (Choose two.)
