A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.What should the consultant recommend to handle the new cases?

The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.What should UC do to address this situation?

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.Which reporting solution should a consultant recommend?

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.How should the consultant recommend the report be created?

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.Which feature should the consultant suggest?

Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.How should the consultant display the data quickly?

Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.Which solution should a consultant recommend?

Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?

Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.What should the consultant recommend to distribute cases?

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.How should the consultant recommend the report be created?

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.Management would like to provide a method for service agents to handle duplicates and delete one of the cases.Which action should a consultant recommend?

Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.Which solution should a consultant recommend?

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).Which feature should a consultant recommend?

Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.What is the recommended running user to meet the requirements?

Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?

Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.What is the recommended running user to meet the requirements?

A consultant has been hired to integrate a client's phone system with the Service Console.What is the consultant required to do during this integration?