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NEW QUESTION # 82
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
Answer: B
Explanation:
Salesforce Digital Engagement enables real-time customer interactions across various digital channels, including web chat, SMS, WhatsApp, Facebook Messenger, and more. This feature allows support agents to communicate with customers seamlessly, whether they're using computers or mobile devices.
Key Features:
* Omnichannel Support:Integrates multiple communication channels into a unified platform, ensuring consistent customer experiences.
* Real-Time Communication:Facilitates immediate interactions between customers and support agents, enhancing responsiveness.
* AI-Powered Chatbots:Utilizes Einstein Bots to handle routine inquiries, freeing up agents for more complex issues.
* Unified Agent Console:Provides agents with a consolidated view of customer interactions across all channels, improving efficiency.
By implementing Digital Engagement, Universal Containers can meet its goal of providing real-time support to customers on their preferred devices and platforms.
References:
https://www.salesforce.com/service/digital-customer-engagement-platform/software
/Salesforce+3Salesforce+3Salesforce+3
https://help.salesforce.com/s/articleView?id=sales.sales_core_digital_engagment.
htm&language=en_US&type=5Salesforce
NEW QUESTION # 83
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
Answer: B,C,E
NEW QUESTION # 84
Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests.
Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?
Answer: A
Explanation:
Macros are a feature that can improve productivity for service agents who spend a lot of time on similar cases, such as reset password requests. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when working on similar cases. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
console2_macros_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
console2_macros_create.htm&type=5
NEW QUESTION # 85
What are two design considerations for a Live Agent implementation? Choose 2 answers
Answer: A,D
NEW QUESTION # 86
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are a. How should Knowledge be configured? Choose 2 answers.
Answer: A,D
NEW QUESTION # 87
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