Cloud Kicks support agents are getting too many emails due to case ownership changes.
What should the admin recommend to solve the issue?
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are
professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
An organization has requested guidance on how to delete customers’ personal data when they are no longer associated with the company to stay compliant with global data protection and
privacy regulations.
Which solution should the consultant recommend to meet the requirement?
Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?
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