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NEW QUESTION 28
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers
- A. Use Apex to create an adapter to work with third-party CTI systems
- B. Install an adapter fromAppExchange to work with third-party CTI systems
- C. Assign the Salesforce CTI license to Salesforce users
- D. Assign the Salesforce users to the Call Center.
- E. Create a SoftPhone layout and assign to user profiles
Answer: B,D,E
NEW QUESTION 29
Universal Containers has determined that case list views are slow to load because ofthe large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Reduce the number of fields displayed
- B. Filter the views by case owner
- C. Restrict visibility of the views
- D. Removefilter criteria from the views
Answer: A,B
NEW QUESTION 30
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What featureshould a consultant recommend to meet this requirement?
- A. Case Assignment Rules
- B. Embedded Chat Service
- C. Web-to-Case
- D. Customer Community
Answer: B
NEW QUESTION 31
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Pre-chat form.
- B. Customize the Lightning Console chat page.
- C. Configure Lightning Guided Engagement.
- D. Configure a Live Chat Validation Rule.
Answer: A
NEW QUESTION 32
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to theassociated product article types
- B. Assign team-based roles to the associated product data category value
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based profiles to the associated product article types
Answer: B
NEW QUESTION 33
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