Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
Universal Containers has recently implemented an Experience Cloud site to allow its
customers to create and update their cases online. Customers should only be able to access the cases
where they are listed as the contact, including cases created by the their behalf. support team on
What should a consultant recommend to meet the requirement?
The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.
Which reporting solution should the consultant recommend?
A business-to-consumer (B2C) company wants to decrease service costs. Currently,
customers pay invoices and update their contact Information by mailing paper payslips back to the
company.
What is the recommended solution to meet the requirements?