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NEW QUESTION 27
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Automatic call distribution
- B. Knowledge base
- C. Service cloud console
- D. Customer community
Answer: B,D
NEW QUESTION 28
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Salesforce for Outlook
- B. On-Demand Email-to-Case
- C. Web-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION 29
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Create Knowledge Articles and publish internally and publicly.
- B. Configure Omni-channel to assign cases directly to Tier 2.
- C. Configure IVR routing to bypass Tier 1 for the product line.
- D. Create a dashboard to track and manage call volumes by type.
Answer: A
NEW QUESTION 30
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The chat transcripts and case are transferred
- B. The Customer is shown the new Rep's name
- C. Both Service Reps can chat with the customer
- D. The Customer doesn't know they were transferred
Answer: A,B
NEW QUESTION 31
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?
- A. web-to-Case
- B. An AppExchange package
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: C
NEW QUESTION 32
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