A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the future?
Universal Containers (UC) wants to improve case management by assigning cases to agents
based on their relevant product specialization. UC also wants to automatically assign agents to the
next case to evenly distribute the case workload.
Which Omni-Channel feature meets the requirements?
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support
center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to
create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?