Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.Which reporting solution should a consultant recommend?
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.Which analytics solution should the consultant recommend?
The support team at Cloud Kicks would like to implement a messaging tool to address commoncustomer feedback and concerns. The support team also wants to extend their support capabilities. What should the consultant recommend to meet the requirement?
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, andEstimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.What should a consultant recommend to provide these newer capabilities?
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants touse 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?