A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

• A.Configure IVR routing to bypass Tier 1 for the product line.
• B.Create a dashboard to track and manage call volumes by type.
• C.Configure Omni-channel to assign cases directly to Tier 2.
• D.Create Knowledge Articles and publish internally and publicly.

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UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

• A.Use an escalation rule to move cases into the product manager queue
• B.Use an assignment rule to assign new cases to the product manager
• C.Use Chatter case feed and case teams to monitor cases
• D.Use a workflow rule to send an email to the product manager

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Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

• A.Escalation rules
• B.Workflow rules
• C.Auto-response rules
• D.Case teams

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Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

• A.On a utility bar of the Lightning App
• B.On the Calendar right hand panel
• C.On a record Highlights Panel
• D.On a record Activity Feed list

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A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work
Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

• A.Route to agents with the most cases closed for that topic.
• B.Route to agents with the least amount of active assigned work.
• C.Route to agents with the most capacity to take on new work.
• D.Route to agents staffing the assigned overflow queues.

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