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Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The contact center manager wantsto improve the team’s ability to prioritize time-sensitive work while continuing to handle their long-runningwork.Which feature 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 (UC) is implementing Service Cloud within its North America call center to validatekey use cases, system capabilities, and integration patterns. The UC leadership team is concerned that theupcoming Salesforce Release schedule may impact the implementation project's development efforts.What should a Service Cloud Consultant recommend that UC's Salesforce Admin do in this scenario?
Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wantsto avoid a large volume of invalid cases.Which tool should the consultant use to meet the requirements?
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?
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