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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?
To enable contact center managers to monitor messaging sessions and provide guidance to service agents, configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup allows managers to oversee agent-customer interactions in real-time and offer discreet advice to agents during messaging sessions, ensuring professionalism and accuracy in responses.
Universal Containers is migrating from Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of
the article file attachments were migrated.
How can a consultant migrate the file attachments?
When migrating to Lightning Knowledge, file attachments from Classic Knowledge articles do not automatically transfer. To migrate these file attachments, consultants can manually add files to the corresponding Lightning Knowledge articles using the Files Related List. This approach ensures that all relevant attachments are associated with the correct articles, maintaining the integrity and usefulness of the Knowledge base post-migration.
Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
To standardize service KPIs for users at all levels while ensuring data visibility is based on user access, setting the dashboard running user as 'Dashboard Viewer' is recommended. This approach dynamically calculates KPIs using only the data accessible to the individual viewing the dashboard, ensuring consistency and data security across the organization.
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.
What should the agent do next?
In situations where a customer stops responding during a messaging session, it's practical for service agents to end the session after an appropriate wait time. This action helps in managing agent workload efficiently and ensures that resources are allocated to active engagements. Ending the session also allows for proper session management and reporting, contributing to accurate metrics on customer interactions.
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
The best practice for deploying permission sets from a sandbox to production is to use a change set. Change sets allow administrators to push configurations, including permission sets, directly from one Salesforce environment to another. This ensures a smooth and error-free transfer of configurations, maintaining the integrity of permissions and access controls in the production environment.
