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.Add the Live Agent Component to the Utility bar.
• B.Configure Live Agent Supervisor tab and Whisper Messages.
• C.Configure the SOS snap-in for the Lightning Service Console.
• D.Configure Omni-Channel Supervisor tab and 3rd party access.

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A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?

• A.Create a report using the Case Age report type.
• B.Create a report using the Case Snapshot report type.
• C.Create a report using the Case Historical Trending report type.
• D.Create a report using the Case Lifecycle report type.

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Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

• A.Use escalation rules for notifications and case teams to monitor cases.
• B.Use Process Builder for notifications and case teams to monitor cases.
• C.Use escalation rules for notifications and account teams to monitor cases.
• D.Use Process Builder for notifications and account teams to monitor cases.

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Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

• A.Knowledge Action to Publish an Article once the Article is approved.
• B.Validation Rules for article record types to verify all fields during creation.
• C.Approval Process that assigns an Article to a Reviewer Queue.
• D.Data Category to assign an article record type to a Reviewer.

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Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

• A.An outbound message to a middleware platform to provide map details
• B.A custom tab of type URL that displays a map image of customer location
• C.A mashup integration on the Account page to a third-party mapping service
• D.A Web Service call-out that retrieves map details from the backend system

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