Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.
Management would like to provide a method for service agents to handle duplicates and delete one of the cases.
Which action should a consultant recommend?
To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK
would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
To meet the requirements of providing support through multiple channels with a consistent customer experience, Omni-Channel with Einstein Case Routing is recommended. This solution uses AI to route cases to the most appropriate agent based on their certification and product line expertise, ensuring that customers receive knowledgeable and consistent support across all channels.
Which feature can a consultant deploy to route cases from social channels within a limited timeframe?
To route cases from social channels efficiently within a limited timeframe, configuring custom case assignment rules is recommended. These rules can automate the distribution of cases based on specific criteria, ensuring that cases are promptly assigned to the appropriate agents or queues for timely resolution.
Universal Containers' customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls
and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?
To address customer dissatisfaction with long hold times for phone support, embedding a Chat window on the company's website or customer portal is recommended. This provides an alternative real-time communication channel, allowing customers to quickly connect with live support agents for complex issues without the need for phone calls, reducing wait times and improving customer satisfaction.
Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give
customers access to their agreed upon response times via the portal.
Which solution should a consultant recommend?
To provide customers with access to their agreed-upon response times via the portal, configuring Service Contracts in Experience Cloud is advisable. Service Contracts can detail the specific service levels agreed upon, and making this information accessible through the portal ensures transparency and sets clear expectations for service delivery.
