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NEW QUESTION 33
How should a consultant provide suggested article functionality to lightning service console users?

A. Add the knowledge tab to the console app.B. Add the suggested article widget to the case page layout.C. Create email templates with knowledge articles attached.D. Add the knowledge component to the service console.

Answer: D

 

NEW QUESTION 34
UC has discovered that the average time an agent takes toresolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A. Configure entitlements and milestones to enforce SLAsB. Improve the training provided to existing agentsC. Hire more agents for the contact centersD. Track social sentiment across social media outlets

Answer: B,C

 

NEW QUESTION 35
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?

A. Users are not associated with a role in the hierarchyB. Users can be part of a case teamC. Users cannot own recordsD. Users can download and view content

Answer: A

 

NEW QUESTION 36
Whensupport agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?

A. Add these fields to the page layout and add the components to the highlights panelB. Remove these fields from the page layout and add the components to the highlights panel.C. Remove these fields from the page layout and add the fields to the highlights panelD. Add the fields to the page layout and add the fields to the highlights panel.

Answer: D

 

NEW QUESTION 37
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

A. Create a case queue for all created or updated cases.B. Create a case list view that is filtered by My Case Teams.C. Create an email alert notification for Case Teams.D. Create a case report that displays all created or updated cases.

Answer: A,C

 

NEW QUESTION 38
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