Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

• A.Define Case Auto-Response Rules.
• B.Establish Case Assignment Rules.
• C.Create a Process Builder with Scheduled Actions.
• D.Configure Case Escalation Rules.

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Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?

• A.Self Service Knowledge
• B.Workforce Engagement
• C.Incident Management
• D.Video Support

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Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

• A.Top Articles sorted descending
• B.Most Revised Articles
• C.Search Activity Gaps
• D.Most Linked Articles

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

• A.Simplify the interactive voice response (IVR) tree.
• B.Set up Email-to-Case.
• C.Use Assignment rules and case queues.
• D.Add additional agents to lower average hold time.

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Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service-level agreements (SLAs).
Which feature should the consultant consider?

• A.Entitlements
• B.Case Management
• C.Service Contracts

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