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NEW QUESTION 42
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?
- A. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
- B. Create the necessary objects in Salesforce.
- C. Customize service channel settings to define how the organization receives work from various
- D. Create a Salesforce Case to have Omni-Channel enabled.
Answer: A
NEW QUESTION 43
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. Upload the files as Documents, then relate them to the migrated Articles.
- C. Use the Files Related List on each article to add files to your articles.
- D. Use the Lightning Knowledge Migration Tool and choose 'include files'.
Answer: C
NEW QUESTION 44
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and account teams to monitor cases.
- B. Use escalation rules for notifications and account teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use Process Builder for notifications and case teams to monitor cases.
Answer: D
NEW QUESTION 45
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and 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
- A. Lightning Row for Service
- B. Path for Cases
- C. Lightning Process Builder
- D. Interaction Log
Answer: A,D
NEW QUESTION 46
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