Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production. Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
A. Change Sets
B. Mass Transfer Records
C. Data Import Wizard
D. Data Loader
Which two configuration steps are required before quick actions can be used in Macros?
A. Global Actions needs on the publisher layout.
B. Quick Actions must be enabled in the org.
C. The specific quick action must be added to the case Feed.
D. The specific quick action must be added to the case record Type.
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
A. verify that users have access to the Live Agent chat buttons.
B. Verify that users have access to the Live Agent public group.
C. Verify that users are assigned the Live Agent feature license.
D. Verify that users are assigned the Live Agent user profile.
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
A. Configure workflow rules for each data category
B. Configure article types for each kind of content
C. Define approval processes for each article type
D. Define approval processes for each product
E. Configure data category values for each product
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
A. Community
B. Web -to -Case
C. Live Agent
D. Chatter Questions
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
A. Use a community template to set up their customer community.
B. Enable web -to -case on their public website.
C. Enable Live Agent in their community to chat with an agent.
D. Add the Question action to Chatter in the community publisher.
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?
A. Smart Links
B. Apex Trigger
C. Approval Process
D. Article Translation
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
A. Comment Search Component
B. Comments List View
C. Global Search
D. Search Utility Component
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?
A. Build a repository of Knowledge articles related to integration and share it with the customer.
B. Enable Chatter case feed and add product development team members to the case team.
C. Create a related child case and assign the child case to the product development team.
D. Create a private Chatter group with customers and invite key individuals to join the group.
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. Use the files related list on each article to add files to your articles.
B. Post the files to the chatter feed on each article.
C. Upload the files as documents, then relate them to the migrated articles.
D. Use the lightning knowledge migration tool and choose "include files".
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