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Question 79/85
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?
Correct Answer: B
To improve agent efficiency in finding and using articles, configuring the Lightning Knowledge component and related list actions is advisable. This setup allows agents to easily search for, preview, and insert links to relevant Knowledge articles directly into their responses without leaving their workspace. This streamlined approach reduces the time spent on manual copying and pasting, enhancing productivity and ensuring consistent use of approved content.
- Question List (85q)
- Question 1: The support team at Cloud Kicks would like to implement a me...
- Question 2: Cloud Kicks has recently implemented two-way mobile messagin...
- Question 3: The support management team at Universal Containers has noti...
- Question 4: Universal Containers (UC) is in the process of setting up Ex...
- Question 5: Cloud Kicks (CK) uses Service Cloud and Slack. For difficult...
- Question 6: Universal Containers (UC) has a service-level agreement (SLA...
- Question 7: Agents at Universal Containers are required to update the Ca...
- Question 8: Cloud Kicks (CK) uses Lightning Experience and Lightning Kno...
- Question 9: Which feature should a consultant recommend to prompt a Tier...
- Question 10: Cloud Kicks has a robust Service Cloud implementation for it...
- Question 11: Cloud Kicks (CK) wants to increase the number of articles in...
- Question 12: What should a consultant recommend to ensure chat requests c...
- Question 13: Universal Containers (UC) is ramping up its Knowledge progra...
- Question 14: Universal Containers wants to implement best practices for i...
- Question 15: Universal Containers is migrating from Knowledge to Lightnin...
- Question 16: Universal Containers provides customer support for both new ...
- Question 17: Case closure time at Cloud Kicks (CK) is too high although C...
- Question 18: Universal Containers has recently implemented a new CTI syst...
- Question 19: Cloud Kicks uses Einstein Next Best Action to help service a...
- Question 20: A customer submitted a case that is routed to a service desk...
- Question 21: Cloud Kicks uses a console app to support users. Service age...
- Question 22: Universal Containers has implemented Service Cloud. The comp...
- Question 23: Universal Containers has decided to implement a Web-to-Case ...
- Question 24: Universal Containers (UC) wants to report on how many custom...
- Question 25: Service Console users work on dozens of cases at a time and ...
- Question 26: Cloud Kicks provides support to customers across the world a...
- Question 27: A service manager at Cloud Kicks has received complaints fro...
- Question 28: Cloud Kicks is planning to provide different levels of suppo...
- Question 29: Universal Containers (UC) wants to improve case management b...
- Question 30: Universal Containers wants to offer its customers interactiv...
- Question 31: Universal Containers' leadership wants to reduce the level o...
- Question 32: What is a consideration when adding a report chart to a Page...
- Question 33: Universal Containers wants to notify support managers when a...
- Question 34: Universal Containers (UC) hired agents in an expansion of th...
- Question 35: Universal Containers has recently implemented Chat and is lo...
- Question 36: A service agent is in a messaging session with a customer. T...
- Question 37: Universal Containers (UC) wants to implement Service Cloud u...
- Question 38: The cost of providing contact center support has steadily in...
- Question 39: What should a consultant recommend to ensure chat requests c...
- Question 40: A contact center manager wants to measure improvements to ca...
- Question 41: Cloud Kicks (CK) uses Lightning Knowledge and has set up Dat...
- Question 42: Cloud Kicks (CK) wants to adopt artificial intelligence (Al)...
- Question 43: Universal Containers (UC) has a policy that requires all ema...
- Question 44: Universal Containers (UC) wants to deploy Service Cloud to 1...
- Question 45: Universal Containers wants to let its customers interact in ...
- Question 46: An organization has requested guidance on how to delete cust...
- Question 47: Universal Containers has a case handling process that requir...
- Question 48: Cloud Kicks (CK) uses Lightning Dialer and one-click calling...
- Question 49: Universal Containers has three internal divisions that use S...
- Question 50: A recent analysis of cases at Cloud Kicks (CK) revealed a hi...
- Question 51: Universal Containers recently deployed a Salesforce Knowledg...
- Question 52: The Universal Containers (UC) customer support organization ...
- Question 53: Universal Containers (UC) has hired a consulting firm to imp...
- Question 54: The VP of service at Universal Containers wants to make it e...
- Question 55: Universal Containers' customers prefer speaking to a live su...
- Question 56: At Universal Containers, support agents need to verify that ...
- Question 57: The service team members at Cloud Kicks (CK) are struggling ...
- Question 58: In the build phase of a Service Cloud implementation for Uni...
- Question 59: Universal Containers (UC) plans to implement a chatbot withi...
- Question 60: Universal Containers wants to provide its resellers a secure...
- Question 61: Universal Containers (UC) is implementing Service Cloud. UC ...
- Question 62: A consultant is working on a Service Cloud implementation wi...
- Question 63: Universal Containers has a well-defined support process for ...
- Question 64: Universal Containers has recently implemented an Experience ...
- Question 65: Universal Containers has created permission sets granting ac...
- Question 66: Which Salesforce resource can be attached to a customer emai...
- Question 67: Universal Containers (UC) recently expanded sales to Mexico ...
- Question 68: The call center manager at Universal Containers wants to gen...
- Question 69: Cloud Kicks provides phone support to customers using the Se...
- Question 70: Universal Containers (UC) faces challenges in efficiently ma...
- Question 71: Universal Containers has implemented Knowledge-Centered Supp...
- Question 72: Cloud Kicks wants to standardize its service key performance...
- Question 73: Universal Containers (UC) is preparing to implement Service ...
- Question 74: Service agents need to send emails with attachments to custo...
- Question 75: Cloud Kicks wants to create a secure, branded mobile app tha...
- Question 76: Support agents at Universal Containers are entering customer...
- Question 77: Universal Containers has tested Skills-Based Routing in a sa...
- Question 78: Cloud Kicks wants to offer its customers a more personalized...
- Question 79: Cloud Kicks provides support to customers in email, social, ...
- Question 80: Universal Containers (UC) is migrating from a legacy case ma...
- Question 81: Using the Lightning Service Console, how can a contact cente...
- Question 82: Universal Containers (UC) is configuring a self-service page...
- Question 83: Which advantage does Salesforce provide with the OpenCTI fra...
- Question 84: Universal Containers wants customers to have the ability to ...
- Question 85: Universal Containers' support team requires its customers to...
