Question 1

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

Options :

A : Omni-Channel

B : Publisher Actions

C : Macros

D : Quick Text

E : Chatter

Answer: B,C,D

Question 2

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

Options :

A : Comment Search Component

B : Comments List View

C : Global Search

D : Search Utility Component

Answer: C

Question 3

Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.What is the recommended method to improve the support experience while providing expert-level support?

Options :

A : Omni-Channel Routing

B : Visual Remote Assistant

C : Workforce Engagement Self Scheduling

D : Field Service Scheduler

Answer: D

Question 4

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.Which action should be taken to reduce the call volumes and escalations?

Options :

A : Create Knowledge Articles and publish internally and publicly.

B : Configure IVR routing to bypass Tier 1 for the product line.

C : Configure Omni-channel to assign cases directly to Tier 2.

D : Create a dashboard to track and manage call volumes by type.

Answer: A

Question 5

The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?

Options :

A : Set up the Case Deflection component to share Knowledge articles.

B : Create a Macro to send an email with Knowledge articles.

C : Create an auto-response rule that links to Knowledge articles.

Answer: B