Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level
agreements (SLAs).
Which feature should a consultant use to meet this request?
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive
language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.
Which Service Console productivity tool should a consultant recommend?
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles
have been attached to closed cases. A new product release will require changes to dozens of articles.
After revising the articles, CK wants to ensure that a prior article version stays associated with the
closed cases.
What is the recommended method to meet the requirements?