A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?

• A.Create user profiles orpermission sets
• B.Create an iframe to display the chat window
• C.Enable Live Agent for the organization
• D.Enable Chatter Messenger for the organization

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Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

• A.Configure Case Assignment Rules to use Users.
• B.Configure Omni-Channel Routing Model as Most Available.
• C.Configure Omni-Channel Routing Model as Least Active.
• D.Configure Case AssignmentRules to use Queues.

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Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the qualityof their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

• A.Coach users on minimizing open console tabs.
• B.Allow the user to log into Live Agent from multiple browsers.
• C.Ensure each laptop has a modern browser installed.
• D.Add additional components to the Lightning console.

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A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

• A.Plan, Prepare, Validate, Execute, Test
• B.Prepare, Plan, Validate, Execute, Test
• C.Prepare, Plan, Test, Execute, Validate
• D.Plan, Prepare, Test, Execute, Validate

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Which application will allow a client to enable Ideas on a public website?

• A.Self-service portal
• B.Customer portal
• C.Partner portal
• D.Sites

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