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NEW QUESTION 27
For which purpose should a contact center use Visual Flow?
- A. To automatically assign cases to a specific queue based on the customer support level
- B. To assign follow-up tasks to an agent one week after a case is closed.
- C. To automate business processes for agents who troubleshoot customer support issues via phone
- D. To escalate to the support manager if it has been open for more than 72 hours
Answer: C
NEW QUESTION 28
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager’s dashboard? Choose 3 answers
- A. Escalated Calls
- B. Number of Portal Logins per Day
- C. Knowledge Article Usage
- D. Average Call Handle Time
- E. Cases by Support Channels
Answer: B,C,E
NEW QUESTION 29
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Enable Omni-Channel Case assignment
- B. Configure a Visual Flow Troubleshooting Action
- C. Define separate Record Types for Tier 1 and Tier 2
- D. Implement Lightning Guided Engagement
Answer: D
NEW QUESTION 30
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Visibility and access to the work order records
- B. Work order and customer contact escalation requirements
- C. Total number of account and contact records in the database
- D. Account team relationship to the primary contact
- E. Case closure rules on the original case
Answer: A,B,E
NEW QUESTION 31
……
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