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Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in differentchannels.Management would like to provide a method for service agents to handle duplicates and delete one of thecases.Which action should a consultant recommend?
Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the servicereps have worked with the samecustomer contacts. UC wants to ensure that its Salesforce instance has clean data.Which best practice should a consultant recommend?
Universal Containers wants to set a custom field on the messaging session based on the URL from which theconversation originated.What should a consultant recommend to meet the requirement?
Universal Containers provides customers with different service levels based on their services agreement. TheVP of customer service wants touse Service Cloud to track when cases have yet to reach certain stages and ensure that senior management isalerted accordingly.Which feature should a consultant recommend to address this requirement?
Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.
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