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[Interaction Channels]
Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents' ability to find the appropriate answer while chatting with customers.
What should a consultant recommend to meet this requirement?
[Contact Center Analytics]
Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?
[Interaction Channels]
Which feature can a consultant deploy to route cases from social channels within a limited timeframe?
[Case Management]
A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a
long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents.
What should the consultant recommend that the service manager do first?
[Implementation Strategies]
A consultant is working on a Service Cloud implementation with a fixed budget and
timeline. Additional requirements were discovered early on that will result in the project exceeding
timeline and budget constraints.
What is the first step the consultant should take to address the issue?
