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NEW QUESTION 20
Open CTI allows Advanced Administrators and Developers to embed call controlsin 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. Onthe footer of the Lightning Console
• B. On a new tab in the agent's browser
• C. On the left sidebar of Salesforce Classic
• D. On the Highlights Panel of a Primary tab

Answer: A,C

NEW QUESTION 21
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers

• A. Escalated cases by account month to date
• B. High priority cases opened by account month to date
• C. New cases opened by the account channel
• D. Time spent by account year to date

Answer: A,B

NEW QUESTION 22
Universal Containers wants articles to be suggested to agents based on information they are typing into the
case. Which solution should a consultant recommend?

• A. Enable the Knowledge sidebar related list on the case page layout.
• B. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
• C. Enable the Knowledge sidebar setting in the case support settings.
• D. Create a Visualforce page called Knowledge sidebar on the case page layout.

Answer: D

NEW QUESTION 23
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

• A. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
• B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
• C. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
• D. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Answer: B

NEW QUESTION 24
A company frequently has issues with customers that need complex, hands-on technical support with
high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

• A. Customer Community
• B. Salesforce Knowledge
• C. SOS Video Chat
• D. Field Service Lightning

Answer: C

NEW QUESTION 25
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