Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.
Which prerequisite should the consultant consider?
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a
Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production
copy and making sure agents can work from the production copy until production is restored. The results of
the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed?
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?
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