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NEW QUESTION # 164
Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses.
Which feature meets this requirement most effectively?
Answer: B
Explanation:
Einstein Reply Recommendations use AI to suggest responses to agents during messaging sessions, automating standard replies and improving efficiency. This feature helps reduce the time spent by agents on crafting responses, thereby enhancing the quality of customer interactions with minimal configuration effort.
NEW QUESTION # 165
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
Answer: D
Explanation:
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 # 166
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?
Answer: B
NEW QUESTION # 167
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers
Answer: A,B,E
NEW QUESTION # 168
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
Answer: A
Explanation:
Explanation
Field Service Lightning is a solution that enables managers to coordinate service engineers across multiple territories. It provides features such as scheduling, dispatching, routing, inventory management, and work order management. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.field_service_basics.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.field_service_overview.htm&type=5
NEW QUESTION # 169
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