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Northern Trail Outfitters has an Experience Cloud site using the Customer Service template. They have noticed that many questions take a long time to receive a response or go completely
unanswered.
Which functionality would allow questions to get internal visibility?
Suggested Answer: A
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This functionality allows UMS to create a case from a question that has not received a response or has received an unsatisfactory response. UMS can enable this functionality from Experience Builder settings and specify the criteria for escalating a question, such as the number of days without a reply or the number of downvotes. UMS can also assign a queue or an owner for the escalated cases and notify them by email.
31 comments · newest first
LI
Lina
11 months ago
Limiting questions won't solve the problem, just makes it worse.
MA
Madonna
11 months ago
C seems like a hassle, just escalate it!
AR
Arlene
12 months ago
Wait, can moderators really make that much of a difference?
DE
Delbert
12 months ago
I disagree, D could really help manage topics better.
NI
Nicholle
1 year ago
A is the best option for visibility!
GO
Golda
1 year ago
Telling users to submit a case sounds familiar, but I feel like it might just add more steps instead of providing visibility.
WI
Wilson
1 year ago
I remember a practice question where creating moderators helped manage discussions, but I'm not convinced that's the best option here.
JU
Junita
1 year ago
I'm not sure about limiting questions per day; that seems more like a restriction than a solution.
KA
Karol
1 year ago
I think enabling "Escalate to Case" might be the right choice since it could help prioritize unanswered questions.
JA
Jacob
1 year ago
I'm a little confused by this question. Creating moderators for each topic seems like it could work, but I'm not sure if that's the most efficient solution. I'll have to review the material on the Experience Cloud site functionality again before I can decide.
JI
Jimmie
1 year ago
Okay, I think I've got this. The key here is to get the questions some internal visibility, so the "Escalate to Case" option makes the most sense. That way, the questions can be routed to the right people and get the attention they need.
CO
Cordelia
1 year ago
Hmm, I'm a bit unsure about this one. Limiting the number of questions per day or telling users to submit a case both seem like they could work, but I'm not sure if those are the best solutions. I'll have to think this through a bit more.
LA
Laquita
1 year ago
This seems like a straightforward question about getting questions visibility within the Experience Cloud site. I think the "Escalate to Case" option is the best choice here.
SU
Sunny
1 year ago
Hmm, I'm a bit confused by this one. I'll need to review the key factors that contribute to a successful merit pay program and how the size of increases might impact that.
CH
Chantell
2 years ago
C) Tell users to submit a case for unanswered questions? Yeah, that's the equivalent of telling a toddler to 'use their words' - it's not gonna fix the problem.
ZO
Zona
2 years ago
B) Limit the number of questions posted per day? Really? That's like putting a cap on my caffeine intake - it's just gonna make things worse!
AN
Anthony
2 years ago
B) Limit the number of questions posted per day? Really? That's like putting a cap on my caffeine intake - it's just gonna make things worse!
LE
Leah
2 years ago
D) Create moderators for each topic.
WA
Walton
2 years ago
A) Enable Escalate to Case.
AS
Ashton
2 years ago
A) Enable Escalate to Case. That's a great way to funnel the unanswered questions into the support system. Now, if only I could escalate my taxes to the IRS...
DO
Dorinda
2 years ago
A) Enable Escalate to Case. It's like having a direct line to get those questions answered efficiently.
AU
Audry
2 years ago
D) Create moderators for each topic. Having dedicated moderators could really improve response times.
HI
Hillary
2 years ago
B) Limit the number of questions posted per day. That could help prioritize the most important ones.
YE
Yesenia
2 years ago
A) Enable Escalate to Case. That's a great way to funnel the unanswered questions into the support system.
MA
Margery
2 years ago
Limiting the number of questions posted per day might not be the best solution as it could restrict user engagement.
MI
Michael
2 years ago
Creating moderators for each topic could also be effective in ensuring questions are seen and answered.
AU
Audry
2 years ago
I agree with Rachael, Escalate to Case would ensure questions are addressed promptly.
AM
Amie
2 years ago
D) Create moderators for each topic. That's the way to go! Keeps the discussion organized and ensures questions get the attention they deserve.
CA
Catalina
2 years ago
A) Enable Escalate to Case. That sounds like a good solution to make sure questions don't go unanswered for too long.
BE
Beckie
2 years ago
D) Create moderators for each topic. That's the way to go! Keeps the discussion organized and ensures questions get the attention they deserve.
RA
Rachael
2 years ago
I think enabling Escalate to Case would help with internal visibility.