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NEW QUESTION # 188
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
Answer: A,B,D
NEW QUESTION # 189
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
Answer: C
Explanation:
The Omni-Channel Supervisor tab is a feature that allows managers to see which service representatives have not accepted new cases recently using the Lightning Service Console. It provides real-time data on the status, capacity, workload, and performance of agents and queues. Verified References: : https://help.salesforce.com/s
/articleView?id=sf.omnichannel_supervisor_tab.htm&type=5 : https://help.salesforce.com/s/articleView?
id=sf.omnichannel_supervisor_monitor_agents.htm&type=5
NEW QUESTION # 190
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
Answer: C
Explanation:
Explanation
Global Search is the search mechanism that should be used to find case comments from within the Lightning Service Console. Global Search is a feature that allows you to search for records or information across multiple objects and fields in Salesforce. Global Search can be used to find case comments by entering keywords or phrases in the search box at the top of the Service Console. Global Search can also be used to filter the search results by object, owner, date, or other criteria. Verified References: [Service Cloud Consultant Certification Guide & Tips], Search for Information in Salesforce
NEW QUESTION # 191
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
Answer: C
NEW QUESTION # 192
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
Answer: A,C,E
NEW QUESTION # 193
......
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