Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can
be placed within Salesforce to control the telephony system
What are the two common places to embed these call controls?
Choose 2 answers

• A.On a new tab in the agent's browser
• B.On the left sidebar of Salesforce Classic
• C.On the Highlights Panel of a Primary tab
• D.On the footer of the Lightning Console

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A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

• A.Escalation Rules, Queues, Chatter Groups, Omni-Channel
• B.Escalation Rules, Queues, Public Groups, Live Agent
• C.Case Assignment Rules, Queues, Public Groups, Omni-Channel
• D.Case Assignment Rules, Queues, Chatter Groups, Live Agent

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Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?

• A.Emall-to-Case
• B.On-Demand Email-to-Case
• C.Customer Chatter groups
• D.Web-to-Case

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Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is
the first step required to configure Omni Channel?

• A.Enable Omni Channel in Setup.
• B.Assign Users to the Omni Channel Feature License.
• C.Contact Salesforce to have Omni Channel enabled.
• D.Assign Users to Omni Channel permissions.

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Which support channel requires the smallest amount of agent work time?

• A.Web to case
• B.Chat
• C.Email to case
• D.Web self service

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