Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers
Correct Answer:
CD
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
Correct Answer:
D
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
Correct Answer:
B
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
Correct Answer:
C
Which three are characteristics of Visual Workflow? Choose 3 answers
Correct Answer:
ABD