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NEW QUESTION 36
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. Support Processes
• C. Approval Processes
• D. Support Types

Answer: A,B

NEW QUESTION 37
UniversalContainers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

• A. Deploy Pre-Chat form
• B. Create quick actions
• C. Configure LiveMessage
• D. Activate quick test

Answer: A,D

NEW QUESTION 38
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

• A. Add the Submit Feedback button to articles.
• B. Add the Submit Feedback buttonon the Solutions tab.
• C. Require agents to create Knowledge articles when opening a case.
• D. Allow agents to create Knowledge articles when closing a case.

Answer: D

NEW QUESTION 39
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

• A. Developers can embed API calls and processes on web pages to automate call handling processes.
• B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
• C. Developers can integrate with any telephony platform available with little to no need for customization.
• D. Agents can run their SoftPhone at the operating system level,embedded in the task bar or system tray.

Answer: A,B

NEW QUESTION 40
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

• A. Implement Salesforce Knowledge on a portal
• B. Enable service contracts and entitlements
• C. Leverage Live Agent for web-based chat
• D. Implement Service Cloud console to support agents

Answer: A,C

NEW QUESTION 41
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