Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products tocustomers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers thathave been upsold new products are two times more likely to remain a customer.What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.What should the consultant do before creating an implementation plan?

Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally. Which solution should the consultant recommend to meet the needs of the organization?

Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered.What should the consultant recommend to prevent duplicate records from being created?

[Case Management]Universal Containers (UC) provides customer support for two separate business groups. UCrequires that cases for each business group have different support processes and fields.Which feature should a consultant implement to meet the requirement?

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences. Which KPI could help explain the disparity?

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?

Which feature can a consultant deploy to route cases from social channels within a limited timeframe?

Universal Containers wants to unify channels and manage agent workload with Omni - Channel routing. What required step Should a consultant address before configuring Omni Channel?

Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots. What should the consultant recommend to meet this requirement?

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields. Which three best practices should a consultant recommend? Choose 3 answers

Universal Containers (UC) wants to implement Service Cloud using Agile methodology.How should the consultant recommend delivering a successful implementation?

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. How should a consultant configure this requirement?