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NEW QUESTION 37
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?

A. Verify that users have access to the chat public group.B. Verify that users are assigned the chat user profile.C. Verify that users are assigned the chat feature license.D. Verify that users have access to the chat buttons.

Answer: C

 

NEW QUESTION 38
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?

A. Contact related list load timeB. Contact list view edit timeC. Contact report run timeD. Contact view page load time

Answer: C

 

NEW QUESTION 39
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 analytical snapshots to capture key case information and create historical trending reportsB. Create case escalation rules to route high priority cases directly to supervisors for resolutionC. Set up a Salesforce Customer Community that will allow customers to create cases onlineD. Create reports to analyze call data in order to understand peak times and ensure adequate staffing

Answer: C,D

 

NEW QUESTION 40
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

A. Approval ProcessB. Cross-Object FormulaC. Auto-Add MilestonesD. Lookup Filter

Answer: D

 

NEW QUESTION 41
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

A. Adjust the project scope to accommodate new requirements and continue with the original project scheduleB. Add development resources to the project team to build out the additional requirements.C. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.D. Document the requirements gap and communicate development options to the project team

Answer: D

 

NEW QUESTION 42
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