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NEW QUESTION 40
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?

• A. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
• B. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
• C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
• D. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

Answer: A

NEW QUESTION 41
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

• A. Account tabs with Case Subtabs
• B. Account tabs and Cases tab
• C. Case tabs with Account subtabs
• D. Account tab with Cases related list

Answer: D

NEW QUESTION 42
What are two benefits of deploying Knowledge in Customer Communities?

• A. Eliminates tracking of customer entitlements
• B. Uncovers gap in the knowledge base
• C. Replaces the need for an email channel
• D. Reducesincoming call volume

Answer: C,D

NEW QUESTION 43
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers

• A. Record Types
• B. Approval Processes
• C. Support Processes
• D. Support Types

Answer: A,C

NEW QUESTION 44
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

• A. Service Console case creation configuration
• B. Call Center Definition File creation
• C. Lightning Console enablement
• D. CTI Adapter configuration

Answer: B,D

NEW QUESTION 45
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