DRAG DROP
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Case Study
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This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
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To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background
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Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education. It also invests in multiple cloud-based solutions to support the customer service, publishing, and sales departments.
Current Environment
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Lucerne Publishing uses the following:
• The Customer Service app for the publishing customer service division.
• Omnichannel capabilities in the Customer Service app.
• Third-party apps for e-commerce so students and parents can order books or courses online.
• Customer service agents as the representatives who will resolve customers issues using various channels.
• Resident employees who work for Lucerne Publishing and live in the buildings inside the business center.
• A technician dispatch team that includes dispatchers who review and schedule work orders and assign the work orders to resources on the schedule board.
The company has an internal division that provides repair services such as plumbing and electrical. The division provides services to the buildings inside the company business center, and some of those are used as residences by printing employees.
Requirements
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Customer Service - Contact Center
The company has the following requirements:
• Improve agent response time in live chats with customers.
• Improve agent productivity by automating tasks. For example, the customer service manager requests that a new case is created automatically when an agent is on a chat with a customer.
• Provide instructions for agents to use when processing book returns. The instructions must include the following:
o Greet the customer.
o Automatically open the case form for the book return,
o Close the session with the customer.
• Allow agents to use different channels such as short message service (SMS), social, and call when providing service to customers.
• Enable a new text SMS channel for the agents.
• Improve the agents' capability to search using AI suggestions.
• Provide agents with real-time recommendations on similar cases and knowledge-base articles.
• Allow agents to know the customer’s point of view on the service.
• Provide a solution that will identify an agent's supervisor when a customer has a negative experience.
• Improve how the agents' skills and profiles are maintained.
• Route calls to agents who can support French-speaking customers.
• Configure the French language as a skill for agents who support French-speaking customers.
• Provide access to the Omnichannel agent app and productivity tools for supervisors and agents.
• Provide the customer service supervisor with the ability to create agent scripts for Omnichannel agents and a workstream for SMS. The customer service supervisor must also be able to edit an existing workstream.
• Provide the customer service supervisor with the ability to track sentiment in real time.
• Provide agents with AI suggestions on the recent contact that worked on similar cases.
Customer Service - Repairs
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The company has the following requirements for repair requests:
• Dispatchers must be able to track a technician and schedule jobs for technicians based on availability.
• A dispatcher named UserA must be able to create a new view to display only unscheduled work orders. The view must be displayed only when the work orders are open-unscheduled, and the substatus is ready to dispatch work orders.
• The technician dispatch team must be able to create a Schedule tab in the schedule board.
• Dispatchers must be able to track technicians' utilization by using personal color codes.
• The field technician's security role must be field service technician.
Issues
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The company reports the following issues:
• Agents spend most of their time doing repetitive tasks during support calls or chats.
• There is no guided process for agents to follow the steps when a customer calls for a book return.
• Customer service managers are not able to provide real-time recommendations to customers using AI suggestions.
• A new channel for SMS is not sending conversations to agents. Agents are required to answer conversations manually.
• The company is not able to retain customers who have a negative experience with the customer service agents.
• Agents are not able to use the schedule board to schedule repair work orders by using a custom view.
• The skills and proficiency model are not defined for the agents. Calls from French-speaking customers are not routed to the appropriate agents.
You need to select the steps to create a new macro that will automate opening a new case creation form.
Which four actions should you recommend be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
aledesma
4 days, 22 hours ago