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[Service Cloud Solution Design]
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
[Service Cloud Solution Design]
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?
[Service Cloud Solution Design]
Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) dat
a. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.
Which solution should a consultant recommend to meet the requirements?
[Industry Knowledge]
Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.
Which solution should a consultant recommend to meet this requirement?
[Knowledge Management]
A company is planning for the migration of an existing external knowledge base into
Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?
