Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

• A.The specific Quick Action must be added to the Case Feed.
• B.Quick Actions must be enabled in the org.
• C.Global Actions need to be on the publisher layout.
• D.The specific Quick Action must be added to the Case record page.

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Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould a consultant recommend?

• A.Activate Knowledge One on the case detail page.
• B.Create a Knowledge Visualforce component on the case detail page.
• C.Activate Knowledge One within the Salesforce Console for Service.
• D.Create a Knowledge Visualforce component within the Salesforce Console for Service.

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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 reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
• B.Create amatrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
• C.Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
• D.Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

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A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

• A.Build a custom computer telephony integration (CTI) adapter using the Toolkit.
• B.Implement an on demand telephony solution provided by a vendor.
• C.Create an API integration between Salesforce and the telephony system.
• D.Use a computer telephony integration (CTI) adapter that supports its telephony system.

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Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

• A.Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
• B.Define a data category called FAQ and assign category visibility to users in the contact centre role.
• C.Create an FAQ article type and enable the submit articles feature on the case close page layout.
• D.Create an FAQ article type and configure theenable suggested articles option in support settings.

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