Cloud Kicks' service agents frequently receive requests for order updates. All order
information is managed by a separate cloud-based enterprise resource planning (ERP) system.
Agents currently jump between applications to search for these details and have asked if this process
can be improved.
Which approach should the consultant recommend to streamline the process?
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?
Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's
support offerings should be adjusted.
Which feature should the consultant recommend?
Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently.
This includes providing access to job information such as benefits, internal job openings, and
mandatory employee training.
What should the consultant recommend to meet the requirements?
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?