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Download Administer and Maintain Service Cloud Exam Dumps
NEW QUESTION 23
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?
- A. Live Agent and Live Message
- B. Experience Cloud with self-support
- C. Omni-Channel with Skills-Based Routing.
- D. Knowledge One with Article Recommendations
Answer: C
NEW QUESTION 24
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.
- A. Cases
- B. Chatter Answers
- C. Contacts
- D. Contracts and SLASs
Answer: B,C
NEW QUESTION 25
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Set up Email-to-Case.
- B. Use Assignment rules and case queues.
- C. Simplify the interactive voice response (IVR) tree.
- D. Add additional agents to lower average hold time.
Answer: C,D
NEW QUESTION 26
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The Customer doesn’t know they were transferred
- B. The Customer is shown the new Rep’s name
- C. Both Service Reps can chat with the customer
- D. The chat transcripts and case are transferred
Answer: B,D
NEW QUESTION 27
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
- A. Custom lightning component
- B. Social Conversation component
- C. Omni channel
- D. Appexchange solution
Answer: B
NEW QUESTION 28
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