Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
Answer(s): A,C,D
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
Answer(s): D
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.What configuration should a consultant recommend?
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a Consultant consider as part of the migration strategy?
Answer(s): C
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record. Which channel should a consultant recommend to meet these requirements?
Answer(s): A
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