Salesforce CRT-261 Quiz 30 Topic 12 Questions 146-150

Question: 1

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

AProcess Builder

BLightning Knowledge

CMacros

DVisual Workflow

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Question: 2

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

ARoute to agents with the most cases closed for that topic.

BRoute to agents staffing the assigned overflow queues.

CRoute to agents with the least amount of active assigned work.

DRoute to agents with the most capacity to take on new work.

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Question: 3

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?

AConfigure Omni-Channel Supervisor tab and 3rd party access.

BConfigure Live Agent Supervisor tab and Whisper Messages.

CAdd the Live Agent Component to the Utility bar.

DConfigure the SOS snap-in for the Lightning Service Console.

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Question: 4

A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.

What should the Agent recommend to minimize costs?

AAssign a single agent to create the activities on all new onboarding cases.

BProvide a macro that will automatically create the activities when executed.

CAdd an object-specific custom quick action to create new activities.

DHire a certified developer to write an apex trigger that creates each new activity.

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Question: 5

Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

AEnable Omni Channel in Setup.

BAssign Users to the Omni Channel Feature License.

CAssign Users to Omni Channel permissions.

DContact Salesforce to have Omni Channel enabled.

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Salesforce CRT-261 Quiz:30 Topic:12 Questions:146-150