CRT-261

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?A . Process BuilderB . Lightning KnowledgeC . MacrosD . Visual WorkflowView AnswerAnswer: A

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when...

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...

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...

Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support. Which three options should UC consider when planning its implementation? Choose three answersA . What types of information they need to publish.B . Who can approve and manage the information...

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...

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. Which three measures satisfy this requirement? Choose 3 answersA . customer satisfaction SurveyB . Customer Purchase HistoryC . Customer Support RequestsD . Net promoter ScoreE . Service Level AgreementView AnswerAnswer: A,B,D

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people? Choose one answerA . Mass emailB . Chatter groupsC . Public...

Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?A . Entitlement processes, milestones, milestone actions, and entitlementsB . Entitlement processes, contracts, contract line Items, and entitlementsC . Entitlement processes, contract line items, milestones, and entitlementsD...

Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?A . Omni-channel Skills-based routingB . Live Agent Queue-based routingC . Omni-channel Queue-based routingD . Case Skills-based Assignment RulesView AnswerAnswer: B