A Contact Center Manager is implementing a new customer care program and wants to
specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

A.

customer satisfaction Survey

B.

Customer Purchase History

C.

Customer Support Requests

D.

Net promoter Score

E.

Service Level Agreement

Universal Containers wants to be able to assign Cases based on the same criteria they use
for Live Agent chats. Which feature should a Consultant recommend?

A.

Omni-channel Skills-based routing

B.

Live Agent Queue-based routing

C.

Omni-channel Queue-based routing

D.

Case Skills-based Assignment Rules

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 Live Agent Supervisor tab and Whisper Messages.

C.

Add the Live Agent Component to the Utility bar.

D.

Configure the SOS snap-in for the Lightning Service Console.

The Support Manager at Universal Containers is getting inaccurate agent performance
reports. After researching the data, the Salesforce Administrator has identified hundreds of
cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2answers

A.

Create a case assignment rule to ensure cases are owned by a user when closed.

B.

Use a data tool to update the owner field on closed cases.

C.

Create a Process Builder and Flow to change the owner on closed cases.

D.

Create a case validation rule to ensure cases are owned by a user when closed.

A support agent has a detailed question about product functionality. The agent needs to
access a real-time response from internal subject matter experts.
Which feature will help the support agent send this question to the right group of people?
Choose one answer

A.

Mass email

B.

Chatter groups

C.

Public groups

D.

Escalation rule

Universal Containers wants to provide a more consistent service experience to its
customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

A.

Users must use Lightning Experience.

B.

Publisher Actions used in the macros must be on the page layout.

C.

The Macros widget or utility must be added to the console.

D.

The Run Macros Permission must be granted to users.

E.

The Run Macros Action must be on the page layout.

Universal Containers wants to ensure the contracted service level requirements for its
clients are being met. What should be configured to meet this requirement?

A.

Entitlement processes, milestones, milestone actions, and entitlements

B.

Entitlement processes, contracts, contract line Items, and entitlements

C.

Entitlement processes, contract line items, milestones, and entitlements

D.

Entitlement processes, contracts, milestones, and milestone actions

How should a Consultant provide Suggested Article functionality to Lightning Service
Console users?

A.

Add the Knowledge Component to the Service Console.

B.

Add the Knowledge tab to the Console app.

C.

Create email templates with Knowledge Articles attached.

D.

Add the Suggested Article widget to the Case page layout.

Universal Containers runs a support operation with multiple call centers. The Support
Manager wants to measure first-call resolution by call center location, agent, and calendar
month.
Which reporting solution should the Consultant recommend?

A.

Create a list view report that includes fields for call center location, agent, calendar
month, and first-call resolution.

B.

Create a reporting snapshot that includes fields for call center location, agent, calendar
month, and first-call resolution.

C.

Create a joined report that includes fields for call center location, agent, calendar month,
and first-call resolution.

D.

Create a matrix report that includes fields for call center location, agent, calendar month,
and first-call resolution.

Which Lightning Service Console feature should be used to enable Service Reps to send
emails with attachments to customers based on the Case details?

A.

Process Builder

B.

Lightning Knowledge

C.

Macros

D.

Visual Workflow