What are two design considerations for a Live Agent implementation? Choose 2 answers

• A.Chat Window Title
• B.Idle Connection Timeout
• C.Chat Character Limit
• D.Chat Visitor Browser

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Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?

• A.Build an adapter using the telephony vendor's toolkit.
• B.Implement an adapter built on Open CTI.
• C.Move to a cloud -based telephony system.
• D.Implement an adapter using the Telephony API.

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Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

• A.Handles more the 10,000 emails a day
• B.Accepts email attachments larger than 10 MB
• C.Requires the use of Transport Layout Security (TLS)
• D.Accepts attachments from emails

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A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

• A.Create a workflow rule to update the article status to Published on the article start date.
• B.Set the article publish date to automatically display the article on the start datE.
• C.Send an email reminder to update the article status to Published on the start date.
• D.Create a task related to the article with a reminder set for the article start date.

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Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?

• A.Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
• B.Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
• C.Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
• D.Train users to scroll through the case page layout to look for product related information or customer- related information based on case type

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