A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

1. A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
2. B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
3. C. Escalation Rules, Queues, Chatter Groups, Omni-Channel
4. D. Escalation Rules, Queues, Public Groups, Live Agent

Correct Answer: B

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

1. A. Salesforce Console
2. B. Entitlements and Milestones
3. C. Case Escalation
4. D. Case Assignment

Correct Answer: B

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

1. A. Install an adapter from AppExdiange to work with third-party cn systems.
2. B. Enable Live Agent in their community to chat with an agent.
3. C. Assign the correct Salesforce users to the Call Center.
4. D. Create a softphone layout and assign to user profiles.
5. E. Assign the Salesforce CTI license to Salesforce users.

Correct Answer: ACD

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

1. A. Visual Workflow
2. B. Lightning Guided Engagement
3. C. Quick Text
4. D. Macros

Correct Answer: CD

The lifecycle of a Knowledge article consists of five stages. In which order does an article proceed through these stages?

1. A. Create, approve, publish, consume, feedback
2. B. Create, feedback, publish, approve, consume
3. C. Create, publish, feedback, approve, consume
4. D. Create, consume, feedback, approve, publish

Correct Answer: A