Question: 1
The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
Question: 2
Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
Question: 3
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
A Case Assignment Rules, Queues, Chatter Groups, Live Agent
B Case Assignment Rules, Queues, Public Groups, Omni-Channel
C Escalation Rules, Queues, Chatter Groups, Omni-Channel
D Escalation Rules, Queues, Public Groups, Live Agent
Answer : B
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Question: 4
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: 5
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
