第 109 号 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?

编号 110 A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?

第 111 号 Sales engineer needs visibility to list field edits, emails, case comments, andrelated objects on ONE page. How can this be achieved?

编号 112 The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

第 113 号 What should a consultant recommend to ensure chat requests containenough information for reps to effectively respond?

第 114 号 One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

NO.115 Universal Containers has an upcoming maintenance window where read-only access will be available.
Whichtwo actions will Universal Containers be able to perform during this window? Choose 2 answers

第 116 号 A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
顾问应该推荐什么？

第 117 号 Universal Containers needs to provide contact center agents with access to a customer’s payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultantrecommend? Choose 2 answers

第 118 号 Which method can be used to route cases from social channels?

编号 119 Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

第 120 号 Which two configuration steps are required before quick actions can be used in Macros?

第 121 号 Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

NO.122 A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has justbeen completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

第 123 号 After migrating from Knowledge to Lightning Knowledge, Authors areunable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem