Question 1

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

Options :

A : Configure Lightning Guided Engagement.

B : Configure a Live Chat Validation Rule.

C : Customize the Pre-chat form.

D : Customize the Lightning Console chat page.

Answer: C

Question 2

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?

Options :

A : Standard Email-to-Case with assignment rules

B : Lightning Email with web routing prioritization

C : Omni-Channel with prioritized queues

D : Standard Web-to-Case with assignment rules

Answer: A

Question 3

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which report type should the consultant recommend when creating a report?

Options :

A : Use the Cases with Milestones report type.

B : Use the Case Lifecycle report type.

C : Use the Case Historical Trending report type.

Answer: B

Question 4

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

Options :

A : All open Cases by Priority

B : All open cases by Channel

C : All Cases closed Month-to-date

D : Case resolution time

E : All Cases by Customer

Answer: A,B,D

Question 5

Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.

What is the recommended method to meet the requirement?

Options :

A : Article Translation

B : Data Category Groups

C : Chatter Answers

D : Data Category Visibility

Answer: D