Question: 1
Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?
Question: 2
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
Question: 3
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
Question: 4
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work
Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
Question: 5
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
