Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to
use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?
The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge
articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but
wants to ensure that the bot only directs cases to live agents during normal business hours and
observes holidays.
How should a consultant meet this requirement?