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Universal Containers wants to let its customers interact in real time with support agents from their computers
and mobile
devices.
Which feature should a consultant recommend to meet this requirement?
Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multipleinstances where customers have used abusive language because they are upset with the company. However,CK still needs to service these customers.Which solution should the Service Cloud Consultant recommend?
Universal Containers wants to let its customers interact in real time with support agents from their computers
and mobile
devices.
Which feature should a consultant recommend to meet this requirement?
A Service Cloud Consultant is configuring an "Order Inquiries" topic for an Agentforce Service Agent. The
business requires that if a package is reported lost, the AI agent must immediately escalate the conversation to
a service rep.
How should the consultant achieve this?
Cloud Kicks uses Omni-Channel to route cases to service reps based on location. At times, certain locations
are over capacity while other locations have available capacity. Managers would like the ability to respond to
these situations.
What should a consultant recommend as a solution?
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