Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and
integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's
development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?
Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
A recent work task analysis for a service center revealed that service agents perform the
same steps when closing a case and sending a survey through email. These steps take around 1
minute per case. With millions of cases closed each year, it is important to improve efficiency of this
operation. the
What is a recommended Service Cloud feature that improves the process?
Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?
TESTED 18 May 2024
