The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month.Which reporting solution should the consultant recommend?
Answer(s): C
To measure first-call resolution by channel, agent, and calendar month, a joined report is recommended. This type of report allows the combination of related reports into a single report with multiple blocks, enabling the analysis of data across different dimensions such as communication channels, individual agent performance, and timeframes, providing a comprehensive view of first- call resolution metrics.
Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.What should the consultant recommend to an agent who wants to launch a Slack Swarm?
For agents wanting to launch a Slack Swarm for difficult cases, recommending the creation of a Quick Action in Service Cloud is suitable. This Quick Action can be configured to initiate a swarm in Slack, pulling in experts from multiple departments efficiently, enhancing collaboration and problem- solving for complex cases.
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information.What should the consultant recommend to meet the requirements?
Answer(s): B
To help customers resolve issues by browsing Knowledge articles and submitting a case if needed, creating a self-service help center is advised. This can be achieved using Experience Cloud, providing a centralized platform where customers can access Knowledge articles, FAQs, and submit cases directly, enhancing the self-service experience.
What is a common deflection technique to reduce the number of interactions for a contact center?
A common deflection technique to reduce contact center interactions is to recommend Knowledge articles to customers before they initiate a Chat session. This proactive approach can resolve customer queries without the need for direct agent interaction, improving efficiency and customer satisfaction by providing immediate solutions.
Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.Following best practices, which solution should a consultant recommend?
Answer(s): A
For automating case creation and accommodating customers who upload digital pictures, Email-to- Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times.
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