NO.36 Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

NO.37 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

NO.38 Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?

NO.39 Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer’s email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

NO.40 A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?

NO.41 Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple
How should the consultant recommend an agent launch a swarm?

NO.42 service representatives are complaining that their lightning service console is too crowded
Making it difficult to find tab and features required. After reviewing service console all configured features are required.

NO.43 Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

NO.44 Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

NO.45 Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers

NO.46 What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

NO.47 Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?

NO.48 Universal Container’s agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent’s requirements?
Choose 2 answers

NO.49 Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat
a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

NO.50 Universal Containers’ support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

NO.51 A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

NO.52 A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

NO.53 Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?

NO.54 universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

NO.55 universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

NO.56 universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers

NO.57 A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ….
Which configuration option should be verified?