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Question 12/110
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?
Correct Answer: B
The Omni-Channel Utility widget is a component that can be added to the Service Console to allow agents to see their work status, accept incoming work items, and view their work queue. The widget also displays notifications and alerts for agents when they receive new work or when their status changes. Verified Reference: : Omni-Channel Utility Widget
- Question List (110q)
- Question 1: Universal Container's customers like speaking to a live supp...
- Question 2: Cloud Kicks' service agents frequently receive requests for ...
- Question 3: AW Computing sells and supports personal computers and print...
- Question 4: Universal Containers is planning to provide different levels...
- Question 5: Which Search mechanism should be used to find Case Comments ...
- Question 6: Cloud kicks needs a way for external customers to easily cre...
- Question 7: DreamMouse Realty would like to provide a user-friendly way ...
- Question 8: Universal Containers is changing their case management syste...
- Question 9: Universal containers is trying to reduce the amount of time ...
- Question 10: Universal Containers has completed development and testing o...
- Question 11: Universal Containers wants to ensure the contracted service ...
- Question 12: Cloud Kicks uses the Service Console and work items to route...
- Question 13: As part of a service improvement project, Cloud Kicks (CK) h...
- Question 14: A company is changing its case management system to Salesfor...
- Question 15: Service agents at Cloud Kicks report spending a lot of time ...
- Question 16: Universal Containers is migrating from Classic Knowledge to ...
- Question 17: Cloud Kiks uses Dialer and one-lick calling to initiate phoe...
- Question 18: Cloud Kicks wants to standardize its service KPIs for respon...
- Question 19: Ursa Major Solar's support department would like to implemen...
- Question 20: Universal Containers requires a scheduling solution that wil...
- Question 21: Universal Containers (UC) wants to improve case management b...
- Question 22: Universal Container's agent's need to be more productive whe...
- Question 23: Universal Containers wants Salesforce to suggest Knowledge a...
- Question 24: The customer support team at Universal Containers (UC) has n...
- Question 25: Universal containers would like for articles to be suggested...
- Question 26: Field engineers often need to access current inventory level...
- Question 27: Cloud Kicks wants to view cases resolved on the nrst cal. Pe...
- Question 28: Cloud Kicks (CK) wants to adopt artificial intelligence (AI)...
- Question 29: The contact center at Universal Containers offers support th...
- Question 30: A recent review of customer satisfaction surveys revealed th...
- Question 31: Universal Containers' support management team has noticed an...
- Question 32: An organization has requested guidance on how to delete cust...
- Question 33: Universal Containers wants to offer its customers interactiv...
- Question 34: Universal Containers wants to add functionality to its Servi...
- Question 35: Cloud Kicks (CK) wants to provide its authenticated customer...
- Question 36: After migration from Knowledge to Lightning Knowledge , Auth...
- Question 37: Universal Containers wants to maintain Service Level Agreeme...
- Question 38: The VP of Service at Universal Containers wants to make it e...
- Question 39: Universal Containers has been testing an updated Service Con...
- Question 40: Universal Containers wants to display a history of all of to...
- Question 41: Ursa Major Solar sells industrial equipment and privide supp...
- Question 42: Universal Containers (UC) is updating the Service Cloud cons...
- Question 43: Cloud Kicks needs to onboard new employees and deliver new h...
- Question 44: universal containers is implementing a customer community to...
- Question 45: A Service Representative transfers a Live Agent Chat to anot...
- Question 46: The support manager at Universal Containers wants to improve...
- Question 47: Cloud Kicks uses Service Cloud and Slack. For difficult case...
- Question 48: Cloud Kicks (CK) is a global company with multiple product l...
- Question 49: Cloud Kicks (CK) provides customized support based on produc...
- Question 50: Universal Containers has implemented KCS. Specific article t...
- Question 51: Universal Container wants to let its customers intercat real...
- Question 52: A recent work task entiys sVa service center rtviaUd that se...
- Question 53: Universal Containers (UC) wants to implement Service Cloud u...
- Question 54: universal containers has regional contact centers around the...
- Question 55: Sen. tee Agents report that there ere so many buttons ana co...
- Question 56: A contact center manager wants to measure improvements to op...
- Question 57: Support cent' agents at Cloud Kicks use a serv ce console. O...
- Question 58: Universal Containers wants to implement best practices for i...
- Question 59: universal containers wants to monitor customers social media...
- Question 60: Universal Containers wants to implement a customer service c...
- Question 61: what approach should a consultant use to ensure that knowled...
- Question 62: Universal Containers (UC) has regional contact centers aroun...
- Question 63: Cloud Kicks pride support to customers across the workd and ...
- Question 64: Universal Containers is considering a Knowledge-Centered Sup...
- Question 65: universal containers is implementing a customer community us...
- Question 66: Universal Containers is using the Lightning Service Console ...
- Question 67: A consultant is working on a Service Cloud implementation wi...
- Question 68: Universal Containers is implementing Service Cloud to make t...
- Question 69: Universal Containers is preparing to implement Service Cloud...
- Question 70: Cloud Kicks is migrating its knowledge base from Classis Kno...
- Question 71: A business-to-consumer (B2C) company wants to decrease servi...
- Question 72: AW Computing would like to interact with customers on facebo...
- Question 73: Universal Containers (UC) receives partner data in Excel for...
- Question 74: Agents at universal containers are required to update the ca...
- Question 75: A recent work task analysis for a service center revealed th...
- Question 76: Universal Containers has a policy that requires all email tr...
- Question 77: Universal Containers wants to reduce the clicks a Customer S...
- Question 78: UC has created permission sets granting access to object and...
- Question 79: Which two areas can an Administrator make Open CTI features ...
- Question 80: Cloud Kicks is changing its case management system to Salesf...
- Question 81: Universal Containers provides Customer Support for two separ...
- Question 82: Cloud Kicks (CK) has created hundreds of Knowledge articles ...
- Question 83: The support manager at universal containers has noticed an i...
- Question 84: A manager has noticed an increase in average case age. This ...
- Question 85: Cloud Kicks has millions of customers. Only a small percenta...
- Question 86: Cloud Kidcs (CK) uses Lightning Knowledge and has set up Dat...
- Question 87: A consultant has been hired to integrate a client's phone sy...
- Question 88: Universal Containers (UC) is migrating from a legacy case ma...
- Question 89: A recent analysis of cases at Cloud Kicks (CK) revealed a hi...
- Question 90: Cloud Kicks use a Console App to support users. Service agen...
- Question 91: Cloud Kicks (CK) started out as a small shoe company. Now, C...
- Question 92: universal containers wants to schedule technicians for repai...
- Question 93: Cloud Kicks (CK) provides support 24 hours a day, 7 days a w...
- Question 94: Cloud Kicks is preparing to deploy Omni-Channel Resolutin to...
- Question 95: Universal containers is looking for ways to provide more pro...
- Question 96: The contact center at universal containers wants to increase...
- Question 97: Milestones can be added to which three object types? Choose ...
- Question 98: UCs is implementing Salesforce Knowledge at its contact cent...
- Question 99: Universal Containers 'IT policy prevents third-party softwar...
- Question 100: Cloud Kicks customers need a method to create cases without ...
- Question 101: Cloud Kicks (CK) provides product support based on Service C...
- Question 102: Service Console users work on dozen of cases at one time, an...
- Question 103: Universal Containers wants Service Console users to be able ...
- Question 104: Universal Containers wants to let its customers interact rea...
- Question 105: A company would like to implement a solution that would hold...
- Question 106: The call center manager at Universal Containers wants to gen...
- Question 107: Universal Containers wants to implement Knowledge to assist ...
- Question 108: Cloud Kicks (CK) has service agents based in North America a...
- Question 109: What are three considerations when adding a report chart to ...
- Question 110: Universal Containers runs a support operation with multiple ...
