Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

• A.Case Feed
• B.Next Best Actions
• C.Omni-channel Supervisor
• D.Push Notifications

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Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

• A.Make knowledge base articles and community answers accessible on its website.
• B.Redirect users from the company site to social media forums about the products.
• C.Make contact center representatives accessible 24/7 to distribute the call volume.
• D.Hire contact center representatives that specialize in each of the product categories.

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Auto Response rules work on which objects?

• A.Accounts and Cases
• B.Leads and Cases
• C.Accounts and Opportunity
• D.Leads and accounts

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Universal Banking needsto provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose2 answers.

• A.Create three article types for each product area (Personal Banking, Mortgage, CD).
• B.Create two article types to display information (Question/Answer, Product Info).
• C.Create two data categories to display information (Question/Answer,Product Info).
• D.Create three data categories for each product area (Personal Banking, Mortgage, CD).

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Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?

• A.Enable the "Access Recent Items" user permission on the user profiles.
• B.Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
• C.Enable the "History" component within the Salesforce Console for Service.
• D.Create a custom list view for cases, contacts, and orders and pin them to the side bar.

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