Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history. Which feature should the consultant recommend to meet the requirement?
A. Use Slack for Service for Case Swarming.Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
A. Email-to-caseCloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering. What should a consultant recommend to provide these newer capabilities?
A. Einstein BotsA recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
A. Create Synonym Groups.Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
A. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interfaceWhat is the primary function of a private branch exchange (PBX)?
A. To receive multiple calls at one timeA Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?
A. Customer SatisfactionUniversal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
A. Representing metrics such as first-response and resolution time on casesUniversal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?
A. Implement an adapter using the Telephony API.Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.Nowadays, the certification exams become more and more important and required by more and more enterprises when applying for a job. But how to prepare for the exam effectively? How to prepare for the exam in a short time with less efforts? How to get a ideal result and how to find the most reliable resources? Here on Vcedump.com, you will find all the answers. Vcedump.com provide not only Salesforce exam questions, answers and explanations but also complete assistance on your exam preparation and certification application. If you are confused on your SERVICE-CLOUD-CONSULTANT exam preparations and Salesforce certification application, do not hesitate to visit our Vcedump.com to find your solutions here.