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NEW QUESTION # 21
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the
Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
- A. Multiple Monitors Components
- B. Console Keyboard Shortcuts
- C. Configure Macros
- D. Collapsible Sidebar Components
NEW QUESTION # 22
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- B. Developers can integrate with any telephony platform available with little to no need for customization.
- C. Developers can embed API calls and processes on web pages to automate call handling processes.
- D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
NEW QUESTION # 23
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process
for support agents to survey customers when cases are closed?
- A. Enable the case survey object for the customer portal
- B. Modify the user interface settings for the case survey sidebar
- C. Utilize an AppExchange package to handle customer surveys
- D. Create a validation rule for case survey email templates
NEW QUESTION # 24
What is a recommended way to migrate data from an external system while ensuring that the data adheres to
data quality rules established for the Salesforce org?
- A. Upload the data into Salesforce and then run data cleansing tools.
- B. Use the Salesforce data loader to load and cleanse the data.
- C. Cleanse the data outside of Satesfbrce and then migrate the data.
- D. Use the Salesforce import wizard to load and cleanse the data.
NEW QUESTION # 25
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Cases report sorted by Rep and Case CreatedDate
- B. Cases report sorted by Rep and Case Owner
- C. Omni-Channel Supervisor tab
- D. Omni-Channel Utility Component
NEW QUESTION # 26