Universal Containers (UC) is coaching new service agents to improve their productivity and service quality.

Salesforce Service-Cloud-Consultant Question Answer

Universal Containers (UC) is coaching new service agents to improve their productivity and service quality. The agents must understand how to intake a case, mark the required fields for product issues, how to wrap up a case, and how to escalate a case.

Which solution should the consultant advise that service supervisors use to meet these requirements?

Create an Omni-Flow for routing. Use a Screen Pop that serves a flow and the interaction record for the service agent. Report on the Average Handle Time and CSAT.

Place a flow in a Flow component on the case record. Add a custom field to the flow for tracking progress. Create a custom report type for providing the metric.

Set up steps with flows in an Actions & Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.

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Vendor: Salesforce
Product: Service-Cloud-Consultant
Update on: Jul 29, 2025
Questions: 197

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Universal Containers (UC) is coaching new service agents to improve their productivity and service quality.

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