The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
Universal Containers has a single contact center that handles all service requests including chat, Cases, and
web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in
the order they are received.
How would a Consultant address this requirement?
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
Universal Containers initiates cases based on electronic transmissions from power units. The case management
process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as
child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
Enter your email address to download Salesforce.Service-Cloud-Consultant.v2022-10-24.q216 Dumps
