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NEW QUESTION 49
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?
- A. Embedded Chat Service
- B. Case Assignment Rules
- C. Web-to-CaM
- D. Experience Cloud site
Answer: A
NEW QUESTION 50
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Numberof cases escalated by agent
- B. Number of articles created by agent
- C. Number of articles attached to a case
- D. Number of solutions created by agent
Answer: B,C
NEW QUESTION 51
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 needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Add the Live Agent Component to the Utility bar.
- B. Configure Omni-Channel Supervisor tab and 3rd party access.
- C. Configure the SOS snap-in for the Lightning Service Console.
- D. Configure Live Agent Supervisor tab and Whisper Messages.
Answer: D
NEW QUESTION 52
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Hire a certified developer to write an apex trigger that creates each new activity.
- B. Provide a macro that will automatically create the activities when executed.
- C. Add an object-specific custom quick action to create new activities.
- D. Assign a single agent to create the activities on all new onboarding cases.
Answer: B
NEW QUESTION 53
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
- A. Use suggested Knowledge articles
- B. Use integrated voice response
- C. Increase the Call-to-Order ratio
- D. Bypass entitlement verification
Answer: A,B
NEW QUESTION 54
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