Cloud Kicks uses Next Best Action to recommend actions that services agents can take when working on a customer case. Multiple service agents work on the same case. Service agents need to understand when actions were started, paused, resumed and completed.What should a consultant recommend service agents use?
Cloud Kicks uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple departments in Cloud Kicks.How should the consultant recommend an agent launch a swarm?
Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.Which consideration should the administrator be aware of when making this change?
DreamHouse Realty would like to provide a user-friendly way for clients to apply for a home loan through an Experience site. Many times, clients do not complete all of the information and a loan specialist needs to finish the submission.How should the administrator configure Salesforce to meet the requirements?
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. KPIs show a decrease; however, many customers have provided testimonials about great support experiences.Which KPI should help explain the disparity?
Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Management wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs.Which feature should a Service Cloud consultant recommend?
