Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases
and add related records to the case.
What is the recommended level of case access for the Case Team role?
Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with
customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of
effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?
Universal Containers wants to allow customers to send messages to agents in Service
Console via their preferred mobile app.
Which feature should a consultant recommend?
The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?
TESTED 18 May 2024
