Question 1

What should a consultant recommend service agents use?

Options :

A : Einstein Next Best Action Strategy Guilder.

B : History tab on the Actions & Recommendations comporent.

C : Paused now interviews Lightning Component.

D : Recommendation Strategy Metrics related list.

Answer: A

Question 2

Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.

Which two features should a consultant integrate into the Service Console? Choose 2 answers

Options :

A : Lightning Process Builder

B : Interaction Log

C : Lightning Row for Service

D : Path for Cases

Answer: B,C

Question 3

vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant

configure to satisy this request ?

Options :

A : Create a macro to send an email with the article to customer

B : create an auto response rule to send the article to teh customer

C : create a workflow email alert to send the artilce to the customer

D : create a lightning email template to sned artilce to customer

Answer: D

Question 4

Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.

What functionality should the consultant recommend implementing to resolve this issue?

Options :

A : Contact Requests

B : Social Customer Service

C : Embedded Chat Window

D : Open CT1

Answer: C

Question 5

Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.

What should the consultant explain about Average Speed of Anwer?

Options :

A : It captures the same informaion as First Call Resolution.

B : It includes blocked and abandoned calls.

C : It is the typical experience of a caller.

D : It is askewed by calls that are quickly answered

Answer: B