UniversalContainers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

• A.Configure LiveMessage
• B.Deploy Pre-Chat form
• C.Create quick actions
• D.Activate quick test

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Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

• A.Developers can integrate with any telephony platform available with little to no need for customization.
• B.Developers can embed API calls and processes on web pages to automate call handling processes.
• C.Agents can use telephony on a wide range of browsers and operating systems while only developing once.
• D.Agents can run their SoftPhone at the operating system level,embedded in the task bar or system tray.

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Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

• A.Web-to-Case
• B.On-Demand Email-to-Case
• C.Salesforce for Outlook
• D.Email-to-Case

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Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

• A.It is an intermediary between a telephony system and a Salesforce CRM call center user
• B.It allows voicemails to be captured and stored as attachments on cases
• C.It is a server based software program that controls the behavior of a Salesforce SoftPhone
• D.It utilizes the SoftPhone capability from within the Salesforce application

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The Service Manager at Universal Containers wants to improve theadoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need tobe reviewed?

• A.Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
• B.Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
• C.Provide the Service Manager with edit permissions to the standard Knowledge Article views.
• D.Provide the Service Manager with edit permissions to the standard Knowledge Article reports.

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