- All Exams Instant Download
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 solution should a consultant recommend?
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend?A . Email-to-CaseB . web-to-CaseC . An AppExchange packageD . On-Demand Email-to-CaseView AnswerAnswer: D Explanation: On-Demand Email-to-Case...
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production. Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?A . Change SetsB . Mass Transfer RecordsC . Data Import WizardD . Data LoaderView AnswerAnswer: A, D Explanation: Change...
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
What are three considerations when adding a report chart to a Console Component? Choose 3 answersA . The report is shared with a Chatter Group.B . The report contains a chart.C . The report has a standard Report Type.D . The report is a Summary or Matrix report.E . The...
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?A . Add the Knowledge Component to the Service Console.B . Add the Knowledge tab to the Console app.C . Create email templates with Knowledge Articles attached.D . Add the Suggested Article widget to the Case page layout.View...
Which two things will happened?
A Service Rep transfers a Live Agent Chat to another Rep. Which two things will happened?A . The Customer is shown the new Rep's nameB . Both Service Reps can chat with the customerC . The chat transcripts and case are transferredD . The Customer doesn't know they were transferredView...
Which method should the consultant suggest?
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer. Which method should the consultant suggest?A ....
What should a consultant configure to satisfy this request?
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer. What should a consultant configure to satisfy this request?A . Create a macro to send an email with the article to the customer.B . Create a...
Which action should be taken to reduce the call volumes and escalations?
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?A . Create Knowledge Articles and...
What should a consultant recommend as the next step?
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?A . Prioritize the requirements based on who submitted them.B . Identify the requirements needed for initial...
