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If you wanted to provide instructions to agents on what to say and as well as simplify record creation when they open a new session in Customer Service Workspace, how would you do this?
Agent Scripts and Macros
Session & Notification Template
SLAs & Entitlements
There are 20 customers who have purchased one of your company’s products that include a one-year warranty. The warranty allows them to open an unlimited number of support cases related to their product during this time. How would you accomplish this?
Create an Entitlement record for each customer and associate it with the product.
Create an SLA and make it the default SLA for your Organization.
Create an Entitlement and make it the default Entitlement for your Organization.
What form do you need to modify to add a drop-down field for cases that will be visible to users who are working in Customer Service workspace?
Case for multisession experience
Case for interactive experience
Case
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