Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

• A.Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
• B.Createmultiple agent console applications and configure the Iayout based on the user's requirements.
• C.Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
• D.Create case page layouts for each interactionchannel and assign them to different agent profiles.

Comment: *

Name: *

Email: *

Verification: *

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

• A.Entitlement processes, contract line items, milestones, and entitlements
• B.Entitlement processes, contracts, milestones, and milestone actions
• C.Entitlement processes, milestones, milestone actions, and entitlements
• D.Entitlement processes, contracts, contract line Items, and entitlements

Comment: *

Name: *

Email: *

Verification: *

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

• A.Use Process Builder with Scheduled Actions
• B.Configure Case Escalation Rules.
• C.Enable Omni-Channel Routing.
• D.Define Entitlement andMilestones.

Comment: *

Name: *

Email: *

Verification: *

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

• A.Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
• B.It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
• C.It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
• D.It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
• E.It does NOT require a software install for each call center user on a Windows-based PC.

Comment: *

Name: *

Email: *

Verification: *

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

Comment: *

Name: *

Email: *

Verification: *