Salesforce Updated Service-Cloud-Consultant Exam Questions and Answers by nel

To accommodate the common stages and fields for new product support cases and the additional stages and fields for maintenance cases, implementing Support Processes is recommended. Support Processes allow for the customization of case stages based on the type of support being provided, ensuring that all necessary information is captured accurately for each case type.

Comprehensive and Detailed Explanation:

To efficiently monitor social media platforms and convert relevant interactions into cases, leveraging a third-party application from the Salesforce AppExchange is recommended. These applications are designed to integrate seamlessly with Salesforce and provide robust social media monitoring capabilities.

From Salesforce's best practices:

"With the right social media monitoring tools, you can create an automatic ticket that your customer service team can see and respond to immediately, and match it with that customer’s inquiries by phone, email, and more."

—Salesforce Marketing Cloud

Utilizing a third-party app ensures that UC can quickly implement a solution within the two-week timeframe, providing the necessary tools to monitor social media channels effectively and manage customer interactions through Salesforce.

Comprehensive and Detailed Explanation From Exact Extract:

The feature that enables agents to handle both time-sensitive and long-running work effectively isInterruptible Capacity. This allows Omni-Channel to route urgent work items to agents even if they are already handling less critical tasks.

From the official Salesforce documentation:

"When agents handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to agents right away."

—Omni-Channel for Administrators

By configuring work items as interruptible, agents can be assigned high-priority tasks without delay, ensuring that urgent customer needs are addressed promptly while still managing ongoing work.

To measure first-call resolution by channel, agent, and calendar month, a joined report is recommended. This type of report allows the combination of related reports into a single report with multiple blocks, enabling the analysis of data across different dimensions such as communication channels, individual agent performance, and timeframes, providing a comprehensive view of first-call resolution metrics.