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NEW QUESTION 42
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. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
- B. Set up a Salesforce Customer Community that will allow customers to create cases online.
- C. Set up analytical snapshots to capture key case information and create historical trending reports.
- D. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
Answer: B,D
NEW QUESTION 43
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Configure Omni-Channel Supervisor tab and 3rd party access.
- B. Configure the SOS snap-in for the Lightning Service Console.
- C. Configure Live Agent Supervisor tab and Whisper Messages.
- D. Add the Live Agent Component to the Utility bar.
Answer: C
NEW QUESTION 44
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers
- A. Assign users to a Permission Set with access to the service console app.
- B. Assign users to a Public Group with access to the service console app.
- C. Assign users the Service User license on their User record.
- D. Assign users to a Permission Set granting the Service User license.
Answer: A,C
NEW QUESTION 45
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