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NEW QUESTION 30
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2
answers.

• A. Recommend articles prior to a Live Agent session
• B. Suggest articles for a web-to-case question
• C. Recommend articles during a call for a support agent
• D. Suggest articles for an email-to-case question

Answer: A,B

NEW QUESTION 31
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

• A. Customer Community Plus
• B. Lightning External Apps Starter
• C. Customer Community
• D. High Volume Customer Portal

Answer: C

NEW QUESTION 32
A Contact Center Manager is implementing a new customer care program and wants to specifically measure
customer loyalty.
Which measure can satisfy this requirement?

• A. Net Promoter Score
• B. Customer Satisfaction
• C. Service-Level Measure
• D. Customer Engagement Score

Answer: A

NEW QUESTION 33
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. Assign Users to Omni Channel permissions.
• D. Contact Salesforce to have Omni Channel enabled.

Answer: A

NEW QUESTION 34
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

• A. Define separate Record Types for Tier 1 and Tier 2
• B. Configure a Visual Flow Troubleshooting Action
• C. Implement Lightning Guided Engagement
• D. Enable Omni-Channel Case assignment

Answer: B,C

NEW QUESTION 35
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