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Which three configurations are needed for the softphone to work in Salesforce?
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability. Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answersA . Install an adapter from AppExdiange to work with third-party CTI systems.B . Enable...
What should a consultant recommend to meet these requirements?
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: • Monitor Facebook fan page for new posts and comments from customers • Link new posts and comments to an existing customer record • Respond to posts from the existing...
Which three recommendations should a consultant make to meet this requirement?
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases . Which three recommendations should a consultant make to meet this requirement? Choose 3 answersA . Enable article customization for open cases.B . Enable agents to create their own personal articles.C . Enable suggested articles on...
How should a consultant correct this problem?
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production. How should a consultant correct this problem?A . Grant Authors access to the FAQ article...
What feature should a consultant configure to meet this requirement?
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
Which solution should a Consultant suggest to improve the efficiency of console users?
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required . Which solution should a Consultant suggest to improve the efficiency of console users?A ....
What should a consultant recommend to accomplish this?
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter) . What should a consultant recommend to accomplish this?A . Create a service cloud console to support...
Which three should the consultant recommend to achieve the mission statement?
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked...
Which solution should a consultant recommend to meet this requirement?
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search . Which solution should a consultant recommend to meet this requirement?A . Create separate data category groups for each division and assign...
Which functionality should be considered when designing the contact center?
Universal Containers is setting up a field service dispatch contact center . Which functionality should be considered when designing the contact center? (Choose 2)A . Chatter groups for customerB . Mobile access to case informationC . Visibility into service entitlementsD . Predictive dialer for outbound callsView AnswerAnswer: B,C
