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NEW QUESTION 29
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. Enable Omni-Channel Case assignment
• B. Implement Lightning Guided Engagement
• C. Configure a Visual Flow Troubleshooting Action
• D. Define separate Record Types for Tier 1 and Tier 2

Answer: B

NEW QUESTION 30
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

• A. Reduced first contact resolution
• B. A knowledge article life cycle that evolves based on usage and demand
• C. Reduced issue resolution time
• D. A knowledge article life cycle that is implemented correctly the first time and does not need to change

Answer: A,C

NEW QUESTION 31
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

• A. Quick Text
• B. Chatter
• C. Omni-Channel
• D. Publisher Actions
• E. Macros

Answer: A,D,E

NEW QUESTION 32
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

• A. Data Loader
• B. Mass Transfer Records
• C. Data Import Wizard
• D. Change Sets

Answer: A,D

NEW QUESTION 33
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