Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?
Support managers have requested the ability to provide real-time feedback to agents
during customer chat sessions.
Which feature should a consultant configure to meet this requirement?
A manager has noticed an increase in average case age. This is negatively impacting
customer satisfaction. The manager wants to compare the amount of time that cases have spent
within each status during their lifecycle.
Which report type should the consultant recommend when creating a report?
Universal Containers is using WhatsApp to provide support to customers in Service Console.
Agents would like to preview PDFs sent
by customers from the chat window.
What should a consultant recommend?