ADX261

Which search mechanism should be used to find case comments from within the lightning service console?A . Search utility componentB . Comment search componentC . Comments list viewD . Global searchView AnswerAnswer: D Explanation: Global search is a search mechanism that allows users to find records and information across multiple...

Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system. Which two features should a consultant recommend to provide this functionality? Choose 2 answersA . Salesforce ConnectB . Custom ObjectsC . Middle-tier integrationD . External ObjectsView AnswerAnswer:...

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?A . Account tabs and Cases tabB . Case tabs with Account subtabsC . Account tab with...

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answersA . Number of...

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. How should a consultant configure this requirement?A . Add the Knowledge related list to the Case record page.B . Add the Knowledge tab to the Service Console.C...

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the...

Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information. What solution should the consultant recommend to meet this request?A . Create a Customer Experience Cloud site.B . Implement Recommended Articles.C . Configure Web-to-Case.D . Deploy a Partner Central Community.View AnswerAnswer: A Explanation: A Customer...

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answersA . Omni-ChannelB . Page LayoutsC . Record TypesD . Support ProcessesE . Article TypesView AnswerAnswer: B, C,...

Agents at Universal Containers are required to update the case status to Waiting for Customer after they send an email to the case contact. Support Managers are noticing that many Agents are forgetting to perform this step. What should a consultant recommend to address this problem?A . Configure Process BuilderB...

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions. What feature should a consultant configure to meet this requirement?A . Push NotificationsB . Case FeedC . Omni-channel SupervisorD . Next Best ActionsView AnswerAnswer: C Explanation: Omni-channel Supervisor is a feature that allows managers...