A growing retail company wants to modernize its legacy on-premises contact center, which is costly, hard to scale, and lacks support for new digital channels. The company wants to reduce overhead, scale easily during seasonal spikes, and give service reps real-time customer insights. What should a Service Cloud Consultant recommend?
A. Build a custom Experience Cloud solution and integrate with external telephony providers using APIs.What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
A. Increase the Call-to-Order ratioUniversal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
A. Configure Case Assignment RulesService Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
A. Enable Keyboard shortcutsCloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users. Which step is necessary to make articles visible in all the selected channels?
A. Click Publish after the Approval Process.Cloud Kicks has several teams that work on customer cases. Support managers would like to track how long each case is owned by each team before it gets resolved. Which report should the Service Cloud Consultant use for this requirement?
A. Cases with Historical Trending reportUniversal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?
A. Force.com IDEA manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which report type should the consultant recommend when creating a report?
A. Use the Case Historical Trending report type.If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
A. Enable Omni-Channel Case assignmentHow can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
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