Which search mechanism should be used to find case comments fromwithin the lightning service console?
UniversalContainers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
Universal containers uses social media to monitor new trends and issues that require a response by theircommunity team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
Which two solutions can be used to enable agents to manage multiple cases at the sametime when designing a Contact Center? Choose 2 answers
What statement is true about the Salesforce Knowledge article lifecycle?
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: • Monitor Facebook fan page for new posts and comments from customers • Link new posts andcomments to an existing customer record• Respond to posts from the existing Salesforce Console for Service • Create and link social personas to contacts What should a consultant recommend to meet these requirements?
If a Case cannot be resolved after Tier 1 has performed theirtroubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must bemigrated to Salesforce for go-live.
Which approach should be used for the data migration?
