Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?
What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?
The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to
ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports
these requirements?
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