Cloud Kicks uses the Service Console and work items to route cases to available agents. Service agents need a way to see work they have accepted and incoming items.
Which feature should a Service Cloud consultant recommend?
A. Omni-Channel Utility widget
Reasoning:
The Omni-Channel Utility widget allows service agents to manage their incoming and accepted work items in real time. It provides visibility into cases, chats, and other work routed through Omni-Channel, making it the ideal solution for tracking both incoming and active cases.
Why Not the Other Options?
B. Global Shared Macro → Macros help automate repetitive tasks but do not provide visibility into accepted or incoming work items.
C. Actions & Recommendations component → This is used to guide agents through processes, not to manage incoming or accepted work.
D. Personalized navigation menu → This allows agents to access records quickly but does not provide visibility into their queue or incoming work.
The Omni-Channel Utility widget is specifically designed for managing case routing and workload, making it the best fit for this use case.
This is C The Actions & Recommendations component in Salesforce helps users complete tasks and track their progress. It can be used to:
Create to-do lists
Automate tasks
Provide relevant information
Make data-driven decisions
Update account information
Schedule follow-ups
Record notes
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billythegoat
1 month, 2 weeks agoSensei915
5 months ago