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Universal Containers (UC) frequently receives complex customer issues that require retrieving information
from internal knowledge articles not tagged with individual fields. UC needs a service that can process this
data and provide accurate, grounded responses.
What should the Service Cloud Consultant recommend?
Universal Containers provides customers with different service levels based on their services agreement. The
VP of customer service wants to
use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is
alerted accordingly.
Which feature should a consultant recommend to address this requirement?
Universal Containers is considering additional channels for its customers to communicate directly with
customer support reps. Currently, customers are able to open support tickets through social media,
web chat, phone, and SMS.
In addition to Digital Engagement, what should a consultant recommend to meet the requirement?
Universal Containers provides customers with different service levels based on their services agreement. TheVP of customer service wants touse Service Cloud to track when cases have yet to reach certain stages and ensure that senior management isalerted accordingly.Which feature should a consultant recommend to address this requirement?
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?
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