What are two considerations when adding a report chart to a Console Component? Choose 2 answers
A. The report chart is added to the Page Layout.
B. The report is shared with a Chatter Group.
C. The report is a Summary or Matrix report.
D. The report contains a chart.
E. The report has a standard Report Type.
Universal Containers is launching a full line of new products and Service Cloud should support the
following requirements:
Agents need to collaborate with other teams.
The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
A. Use Process Builder for notifications and case teams to monitor cases.
B. Use Process Builder for notifications and account teams to monitor cases.
C. Use escalation rules for notifications and account teams to monitor cases.
D. Use escalation rules for notifications and case teams to monitor cases.
Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?
A. Enable Omni Channel in Setup.
B. Assign Users to the Omni Channel Feature License.
C. Assign Users to Omni Channel permissions.
D. Contact Salesforce to have Omni Channel enabled.
What are two design considerations for a Live Agent implementation? Choose 2 answers
A. Chat Visitor Browser
B. Chat Window Title
C. Chat Character Limit
D. Idle Connection Timeout
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
A. 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.
D. Data Category to assign an article record type to a Reviewer.
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
A. Customer Community
B. Field Service Lightning
C. SOS Video Chat
D. Salesforce Knowledge
Universal Containers has a single contact center that handles all service requests including chat, Cases,
and web form submissions. It is important that Reps are assigned work evenly so that all requests are
handled in the order they are received.
How would a Consultant address this requirement?
A. Configure Case Assignment Rules
B. Configure Omni-Channel with Most Available Routing
C. Configure Live Agent Skills-based Routing
D. Configure Omni-Channel with Least Active Routing
Milestones can be added to which three Object types? Choose 3 answers
A. Entitlement
B. Work Order
C. Service
D. Case
E. Account
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below: Support attachments up to 30 MB per inquiry Over 10,000 inquiries per day What solution should a consultant recommend to meet these requirements?
A. Emall-to-Case
B. Customer Chatter groups
C. Web-to-Case
D. On-Demand Email-to-Case
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