Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing.What required step should a consultant address before configuring Omni Channel?
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.What should a consultant recommend to address this problem?
Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the Service Level Agreements.Which feature should the consultant consider?
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.Which solution should a consultant recommend to meet this requirement?
Ursa Major Solar sells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.What is the recommended method to improve the support experience while providing expert-level support?
Universal Containers' IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.What solution should a consultant recommend?
