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Question 51/84
Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?
What should a consultant recommend to modify the Case Assignment rules?
Correct Answer: B
Skills-Based Routing is an advanced feature in Salesforce Service Cloud that directs cases to the most qualified case managers based on their skills and expertise. By implementing Skills-Based Routing, Universal Containers can ensure that cases are assigned to case managers with the appropriate product knowledge, improving case resolution efficiency and quality. This method optimizes resource allocation and enhances customer satisfaction by matching cases with the best-suited case managers.
- Question List (84q)
- Question 1: Universal Containers (UC) is implementing Service Cloud. UC ...
- Question 2: Cloud Kicks plans to deploy Service Cloud to customers who w...
- Question 3: Universal Containers (UC) is implementing Service Cloud with...
- Question 4: A company is planning for the migration of an existing exter...
- Question 5: Universal Containers (UC) recently expanded sales to Mexico ...
- Question 6: Cloud Kicks (CK) has created hundreds of Knowledge articles ...
- Question 7: A service manager at Cloud Kicks has received complaints fro...
- 1 commentQuestion 8: The service team members at Cloud Kicks (CK) are struggling ...
- Question 9: Cloud Kicks provides support to customers across the world a...
- Question 10: Cloud Kicks' development team must manage multiple projects ...
- Question 11: Which advantage does Salesforce provide with the OpenCTI fra...
- Question 12: The customer' support team at Universal Containers (UC) has ...
- Question 13: To help service agents more accurately respond to a new case...
- Question 14: A business-to-consumer (B2C) company wants to decrease servi...
- Question 15: In the build phase of a Service Cloud implementation for Uni...
- Question 16: Universal Containers has implemented Service Cloud. The comp...
- Question 17: Universal Containers has technical support and general custo...
- Question 18: Universal Containers has implemented Knowledge-Centered Supp...
- Question 19: Ursa Major Solar provides support with service-level agreeme...
- 1 commentQuestion 20: The support manager at Universal Containers wants to see mon...
- Question 21: Service agents at Cloud Kicks frequently encounter duplicate...
- Question 22: Cloud Kicks will use the Salesforce Knowledge Article Import...
- Question 23: Universal Containers is implementing Service Cloud to make t...
- Question 24: Universal Containers (UC) has created a new partner onboardi...
- Question 25: Universal Containers (UC) is preparing to implement Service ...
- Question 26: A consultant has been hired to integrate a client's phone sy...
- Question 27: As part of a service improvement project, Cloud Kicks (CK) h...
- Question 28: Cloud Kicks customers need a method to create cases without ...
- Question 29: Universal Containers (UC) has Excel files of customer data m...
- Question 30: The cost of providing contact center support has steadily in...
- Question 31: Cloud Kicks uses Einstein Next Best Action to help service a...
- Question 32: Cloud Kicks recently deployed an Omni-Channel implementation...
- Question 33: Cloud Kicks (CK) wants to provide its authenticated customer...
- Question 34: Universal Containers (UC) wants to deploy Service Cloud to 1...
- Question 35: Universal Containers has three internal divisions that use S...
- Question 36: Cloud Kicks wants to create a secure, branded mobile app tha...
- Question 37: At Universal Containers, support agents need to verify that ...
- Question 38: Universal Containers (UC) hired agents in an expansion of th...
- Question 39: Cloud Kicks plans to use case teams to help collaborate on d...
- Question 40: Universal Containers (UC) wants to improve case management b...
- 1 commentQuestion 41: Universal Containers is launching a full line of new product...
- Question 42: Universal Containers has a category of cases that cannot be ...
- Question 43: Universal Containers provides customers with different servi...
- Question 44: A recent work task analysis for a service center revealed th...
- Question 45: Universal Containers' leadership wants to reduce the level o...
- Question 46: Cloud Kicks has recently started using Entitlements within i...
- Question 47: Cloud Kicks needs to onboard new employees and deliver new h...
- Question 48: Cloud Kicks (CK) uses Lightning Dialer and one-click calling...
- Question 49: Universal Containers wants to add functionality to its Servi...
- Question 50: Universal Containers wants to let its customers interact in ...
- Question 51: Universal Containers case managers receive a high volume of ...
- Question 52: Case closure time at Cloud Kicks (CK) is too high although C...
- Question 53: Universal Containers (UC) is planning to use Service Cloud M...
- Question 54: Agents at Universal Containers are required to update the Ca...
- Question 55: Service agents have reported that the Lightning Service Cons...
- Question 56: Cloud Kicks is planning a Service Cloud implementation to re...
- Question 57: Universal Containers requires that users have the ability to...
- Question 58: A recent analysis of cases at Cloud Kicks (CK) revealed a hi...
- Question 59: Cloud Kicks (CK) supports customers through chat. Service ag...
- Question 60: Universal Containers is migrating from Knowledge to Lightnin...
- Question 61: Universal Containers (UC) has a service-level agreement (SLA...
- Question 62: An organization has requested guidance on how to delete cust...
- Question 63: Cloud Kicks (CK) has multiple product lines. CK is preparing...
- Question 64: Cloud Kicks has a robust Service Cloud implementation for it...
- Question 65: Ursa Major Solar (UMS) provides customers with remote monito...
- Question 66: Universal Containers has tested Skills-Based Routing in a sa...
- Question 67: Universal Containers has a case handling process that requir...
- Question 68: Cloud Kicks is planning to provide different levels of suppo...
- Question 69: Cloud Kicks (CK) uses Service Cloud and Slack. For difficult...
- Question 70: The VP of service at Universal Containers wants to make it e...
- Question 71: The support manager at Universal Containers wants to measure...
- Question 72: Universal Containers wants to automate the process of case c...
- Question 73: Cloud Kicks (CK) wants to explore having a full Incident Man...
- Question 74: Universal Containers (UC) is migrating from a legacy case ma...
- Question 75: Cloud Kicks (CK) provides customized support based on produc...
- Question 76: Cloud Kicks (CK) often needs to seek assistance within its o...
- Question 77: Universal Containers wants to move articles from an old data...
- Question 78: Support is divided by product line at Universal Containers. ...
- Question 79: Metrics show that Universal Containers has a high call aband...
- Question 80: Universal Containers (UC) plans to implement a chatbot withi...
- Question 81: Universal Containers is training a new set of service agents...
- Question 82: Cloud Kicks wants to offer its customers a more personalized...
- Question 83: Universal Containers (UC) has a policy that requires all ema...
- Question 84: Cloud Kicks provides regular and special support to customer...
