Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
A. Omni Channel
B. Process Builder Assignment
C. Live Agent
D. Case Assignment Rules
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. Enable Keyboard shortcuts
B. Define criteria-based record page components
C. Configure Macros
D. Create multiple Console layouts
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?
A. Verify that users have access to the chat buttons.
B. Verify that users are assigned the chat user profile.
C. Verify that users have access to the chat public group.
D. Verify that users are assigned the chat feature license.
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
A. Define Article Types with Public Sharing Settings.
B. Define Data Categories with Custom Visibility.
C. Define Topics for each Knowledge article.
D. Define a Custom Field to identify the Subject.
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
B. Plan and communicate the deployment to all users of the organization in advance.
C. Select a window of time when users will NOT be making changes to the organization.
D. Ensure all users refrain from logging into production for an entire day prior to deployment.
E. Migrate a test deployment to a staging environment for a smoother real-life experience.
A Service Representative transfers a Live Agent Chat to another Representative.
Which two things will happen? Choose 2 answers
A. The Customer is shown the new Representative's Name
B. Both Service Reps can chat with the customer
C. The chat transcripts and case are transferred
D. The Customer doesn't know they were transferred
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 GoLive.
C. Provide a timeline that addresses all the requirements.
D. Organize the requirements from largest to smallest.
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
A. Allows Chatter Messenger to be used between agents
B. Displays records and their related items as tabs on one screen
C. Is available for users in the partner portal
D. Indicates when records and lists are changed by others
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
A. Keep all open in tabs.
B. Use a second Console session.
C. Define a custom List View.
D. Add History to the Utility bar.
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?
A. Customer view of case tab
B. Custom Visual force page
C. Custom report
D. Custom related list
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