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NEW QUESTION 43
Universal containers wants to assign support agents to handle only specific interaction channels based on one
of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What
should a consultant recommend to accomplish this?

  • A. Create an agent profile for each channel grouping.
  • B. Create a service cloud console to support all channel groupings.
  • C. Create a unique case page layout for each channel grouping.
  • D. Create an agent role for each channel grouping.

Answer: C

 

NEW QUESTION 44
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

  • A. Validation Rules
  • B. Einstein Next Best Action
  • C. Service Analytics Predictions
  • D. Einstein Reply Recommendations

Answer: C

 

NEW QUESTION 45
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

  • A. The Run Macros Action must be on the page layout.
  • B. The Run Macros Permission must be granted to users.
  • C. The Macros widget or utility must be added to the console.
  • D. Publisher Actions used in the macros must be on the page layout.
  • E. Users must use Lightning Experience.

Answer: B,D,E

 

NEW QUESTION 46
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?

  • A. Case Auto-Response Rules
  • B. Visual Workflow
  • C. Omni-Channel
  • D. Case Assignment Rules

Answer: C

 

NEW QUESTION 47
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case
comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?

  • A. Create a custom view on the Case tab
  • B. Create a custom Visualforce page
  • C. Create a custom related list on the case
  • D. Create a custom report

Answer: C

 

NEW QUESTION 48
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