Which feature should a consultant recommend to allow a tier 2 service representative to take over case
processing from tier 1 and know how far tier l had progressed in troubleshooting?

1. A. Lighining Row Component
2. B. Lightning Guided Engagement
3. C. Service Console Macros
4. D. Path for Cases

Correct Answer: B

what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

1. A. Customize the lightning console chat page
2. B. Configure a chat validation rule
3. C. Customize the pre chat form
4. D. ConfigureLightningGuided Engagement

Correct Answer: C

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend? Choose 2 answers

1. A. Customer community
2. B. Knowledge base
3. C. Service cloud console
4. D. Automatic call distribution

Correct Answer: AB

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

1. A. Keep all open in tabs.
2. B. Use a second Console session.
3. C. Define a custom List View.
4. D. Add History to the Utility bar.

Correct Answer: D

The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

1. A. Create a report using the Case Lifecyle report type
2. B. Create a report using the Case age report type
3. C. Create a report using the Case snapshot report type
4. D. Create a report using the Case historical trending report type

Correct Answer: A