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Universal Containers had tech support and general customer teams that use unique service console applications.

Which two configuration should a consultant use when deploying the console?

A.

Assign user topublic group with access to the service console app

B.

Assign users a permission with access to the service console app

C.

Assign users a sharing rule with access to the service console app

D.

Assign users a profile with access to the service console app

Universal containers hasimplemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

A.

Percent of cases closed with an attached article

B.

Percent of cases closed meeting the defined SLA

C.

Percent of cases closed with chatter posts

D.

Percent of cases closed on first contact

A Knowledge administrator has created an article for a promotion that starts at the beginning of the followingmonth. How would the administrator ensure the article is available on the first of the month?

A.

Create a task related to the article with a reminderset for the article start date.

B.

Create a workflow rule to update the article status to Published on the article start date.

C.

Set the article publish date to automatically display the article on the start datE.

D.

Send an email reminder to update the article status to Published on the start date.

UniversalContainers plans to migrate data into SFDC from alegacy system. Which step should be taken before performing the migration of the data (Choose 2)?

A.

Normalize database

B.

Perform data cleaning

C.

Enable data validation rules

D.

Develop data map

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?

A.

Omni-channel Skills-based routing

B.

Live AgentQueue-based routing

C.

Omni-channel Queue-based routing

D.

Case Skills-based Assignment Rules

Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

A.

Information Technology (IT) help desk

B.

Telesales center

C.

Human Resources (HR) help desk

D.

Telemarketing center