Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are
professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
Universal Containers (UC) plans to implement a chatbot within its healthcare division to
increase case deflection, reduce wait times, and save agents time so they can work on more complex
issues.
The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.
What should a consultant do to address the risk?
Cloud Kicks uses Einstein Next Best Action to help service agents when working on a
customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused,
resumed, and completed?
Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right
knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?
Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.
Following best practices, which development and deployment path should a consultant recommend?
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK
wants an easy way for service agents to create new articles when closing a case. The new article
should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?
Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency.
Which metric should a consultant recommend to track the efficiency of individual agents?