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NEW QUESTION 26
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Omni-Channel
- B. Entitlements
- C. Case Escalation
- D. Case Milestones
Answer: B
NEW QUESTION 27
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The chat transcripts and case are transferred
- B. Both Service Reps can chat with the customer
- C. The Customer doesn't know they were transferred
- D. The Customer is shown the new Rep's name
Answer: A,D
NEW QUESTION 28
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access
Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning
Knowledge?
Choose 2 answers
- A. Remove Apex code references to the Article RecordType field.
- B. Configure the Visualforce page to use the Lightning Design System.
- C. Rename the Visualforce page to "Lightning Knowledge"
- D. Remove Apex code references to the ArticleType field.
Answer: B,C
NEW QUESTION 29
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Configure lightning guided engagement.
- B. Configure a chat validation rule.
- C. Customize the lightning console that page.
- D. Customize the pre-chat form.
Answer: D
NEW QUESTION 30
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