- All Exams Instant Download
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answersA . On a utility bar of the Lightning App B. On a record Highlights Panel C. On a record Activity Feed list D. On the...
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?A . Configure Lightning Guided Engagement. B. Configure a Live Chat Validation Rule. C. Customize the Pre-chat form. D. Customize the Lightning Console chat page.View AnswerAnswer: C
Which approach should a consultant recommend in this scenario?
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide. Which approach should a consultant recommend in this scenario?A . Assign a global team of experienced agents...
How should a consultant configure this requirement?
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....
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answersA . Approval Process that assigns an Article to a Reviewer Queue. B. Knowledge Action to Publish an Article once the Article is approved. C. Validation Rules for article record types to verify all fields during creation....
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 new...
What functionality should a consultant recommend to satisfy the UC's need?
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?A . omni Channel B. Contact Request C. Field Service D. Mobile ConnectView AnswerAnswer: C
Which two metrics are useful for identifying knowledge article effectiveness?
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answersA . Knowledge search query with no results. B. Knowledge articles with the lowest rating. C. Number of knowledge articles in...
Which feature should the Consultant consider?
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?A . Omni-Channel B. Entitlements C. Case Escalation D. Case MilestonesView AnswerAnswer: B
What should the consultant recommend to meet the requirements?
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information. What should the consultant recommend to meet the requirements?A . Allow Comments on Knowledge articles. B. Implement Case Assignment Rules. C. Enable Chat in an Experience Cloud site. D....
