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NEW QUESTION 37
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 escalation rules for notifications and account teams to monitor cases.
• B. Use escalation rules for notifications and case teams to monitor cases.
• C. Use Process Builder for notifications and account teams to monitor cases.
• D. Use Process Builder for notifications and case teams to monitor cases.

Answer: D

NEW QUESTION 38
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?

• A. Knowledge One with Article Recommendations
• B. Experience Cloud with self-support
• C. Live Agent and Live Message
• D. Omni-Channel with Skills-Based Routing.

Answer: D

NEW QUESTION 39
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

• A. Configure a Live Chat Validation Rule.
• B. Customize the Pre-chat form.
• C. Configure Lightning Guided Engagement.
• D. Customize the Lightning Console chat page.

Answer: B

NEW QUESTION 40
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

• A. Lighining Row Component
• B. Lightning Guided Engagement
• C. Service Console Macros
• D. Path for Cases

Answer: B

NEW QUESTION 41
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