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Cloud Kicks' support agents need to interact with customer information stored in several different objects when handling cases submitted from their web form.
In which two ways could the agent experience be made more efficient? Choose 2 answers
Suggested Answer: A, C
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13 comments · newest first
SH
Shalon
11 months ago
C could be useful, but not sure if it's efficient enough.
SH
Shelba
11 months ago
Wait, can Lightning Record Pages really pull all that info?
DA
Daniel
12 months ago
A seems unnecessary, just cluttering the screen.
RO
Ronald
12 months ago
Totally agree with B! Flows save so much time.
MA
Marsha
12 months ago
I think B and D are the best options!
FR
Frederica
1 year ago
Custom Lightning Web Components sound interesting, but I’m not sure how they would directly help the agents with case handling. I need to think about that more.
CA
Carmen
1 year ago
I’m a bit confused about the benefits of opening links in new windows. It might help, but I feel like it could also slow things down if agents have too many tabs open.
JI
Jillian
1 year ago
I remember a practice question where we discussed the importance of Lightning Record Pages. It seems like a good choice to gather customer info efficiently.
JU
Julio
1 year ago
I think using Salesforce Flow to help complete fields for case closure could really streamline the process, but I'm not entirely sure if that's the best option.
AM
Ammie
1 year ago
This one seems pretty straightforward. I think the backup NHS feature is the key to switching to an alternate hub when the primary is down.
MO
Mozell
1 year ago
This seems like a straightforward question. I'll review the options and think about when people are most likely to check their emails.
AR
Argelia
1 year ago
I'm a little confused by the options. Hookflash Transfer doesn't seem relevant, and I'm not sure how Consult Transfer or Release to Switch would meet the requirements. I'll have to review the Cisco Unity Connection documentation to make sure I understand this properly.
EL
Elke
1 year ago
Okay, I've got this. A Configuration Baseline is a snapshot of the state of an IT service or Configuration Item at a point in time. That matches option C, so I'm confident that's the correct answer.