A company is changing its case management system to Salesforce. All active accounts, contacts, and

closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

A. Prepare, Plan, Test, Execute, Validate

B. Plan, Prepare, Test, Execute, Validate

C. Prepare, Plan, Validate, Execute, Test

D. Plan, Prepare, Validate, Execute, Test

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed. What Lightning Console feature should a Consultant configure to support this need?

A. Configure Omni-Channel Supervisor tab and 3rd party access.

B. Configure Live Agent Supervisor tab and Whisper Messages.

C. Add the Live Agent Component to the Utility bar.

D. Configure the SOS sna

A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live

Agent footer component in the console.

Which configuration option should be verified?

A. verify that users have access to the Live Agent chat buttons.

B. Verify that users have access to the Live Agent public group.

C. Verify that users are assigned the Live Agent feature license.

D. Verify that users are assigned the Live Agent user profile.

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case. Which two features should a Consultant recommend to address this concern? Choose 2 answers

A. Visual Workflow

B. Lightning Guided Engagement

C. Quick Text

D. Macros

To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

A. Assign article managers to public groups and specific article actions to each group.

B. Assign article managers to publication teams and specific article actions to each team.

C. Assign article managers to public groups and specific publication states to each group.

D. Assign article managers to publication teams and specific publication states to each team.

Which case submission process leverages Apex email services?

A. Web-to-Case

B. Email-to-Case

C. On-demand Email-to-Case

D. Case submitted using chat

A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

A. Community

B. Email to Case

C. Web to Case

D. On Demand Email to Case

Universal Containers had tech support and general customer teams that use unique service console

applications.

Which two configuration should a consultant use when deploying the console?

A. Assign user to public group with access to the service console app

B. Assign users a permission with access to the service console app

C. Assign users a sharing rule with access to the service console app

D. Assign users a profile with access to the service console app

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A. Use workflow rules to send an email to the customer

B. Use escalation rules to assign the case to a case queue

C. Use auto-response rules to send an email to the customer

D. Use assignment rules to assign the case to a case queue

Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

A. Create a service cloud console to support all channel groupings.

B. Create an agent profile for each channel grouping.

C. Create a unique case page layout for each channel grouping.

D. Create an agent role for each channel grouping.