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NEW QUESTION 30
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Enable Live Agent in their community to chat with an agent.B. Install an adapter from AppExdiange to work with third-party CTI systems.C. Assign the correct Salesforce users to the Call Center.D. Create a softphone layout and assign to user profiles.E. Assign the Salesforce CTI license to Salesforce users.

Answer: B,C,D

 

NEW QUESTION 31
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:

A. Set up a Salesforce Customer Community that will allow customers to create cases onlineB. Create case escalation rules to route high priority cases directly to supervisors for resolutionC. Create reports to analyze call data in order to understand peak times and ensure adequate staffingD. Set up analytical snapshots to capture key case information and create historical trending reports

Answer: A,C

 

NEW QUESTION 32
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?

A. Grant Authors acess to FAQ artcle typeB. Add Authors to the FAQ data categoryC. Set Article Or Wide to Public Read WriteD. Grant authors access to the FAQ records type

Answer: D

 

NEW QUESTION 33
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Optimized use of resourcesB. Increased call routing accuracyC. Increased call deflectionD. Reduced support channelsE. Reduced issue resolution time

Answer: A,D,E

 

NEW QUESTION 34
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A. Post the Files to the Chatter Feed on each Article.B. Use the Files Related List on each article to add files to your articles.C. Use the Lightning Knowledge Migration Tool and choose 'include files'.D. Upload the files as Documents, then relate them to the migrated Articles.

Answer: D

 

NEW QUESTION 35
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