Service agents at Cloud Kicks frequently encounter duplicate cases that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.Which action should a Service Cloud consultant recommend?
Cloud Kicks recently deployed an Omni-Channel implementation in Lightning. A set of service agents that handle security-related issues have complained that Case records are not being routed to them correctly.What are three necessary steps to test that the Omni-Channel implementation is routing correctly? (Choose three.)
Cloud Kicks uses the Service Console and work items to route cases to available agents. Service agents need a way to see work they have accepted and incoming items.Which feature should a Service Cloud consultant recommend?
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations.Which two features will help meet the requirements? (Choose two.)
Milestones can be added to which two Object types? (Choose two.)
Cloud Kicks is preparing to deploy Omni-Channel Routing to dispatch work items to service agents. The Head of Service wants to know what should be done during high-volume incidents where over 200,000 cases are opened.What should a consultant recommend as a solution?
