Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

• A.Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
• B.Configure the agent console and display the articles, case view, and external system custom object
• C.Create a custom Visualforce page to display case list view, external system, and knowledge articles
• D.Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

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Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

• A.Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
• B.Enable the Knowledge sidebar setting in the case support settings.
• C.Enable the Knowledge sidebar related list on the case page layout.
• D.Create a Visualforce page called Knowledge sidebar on the case page layout.

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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 embed API calls and processes on web pages to automate call handling processes.
• C.Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
• D.Developers can integrate with any telephony platform available with little to no need for customization.

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A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?

• A.Verify that users are assigned the Live Agent feature license.
• B.Verify that users are assigned the Live Agent user profile.
• C.Verify that users have access to the Live Agent public group.
• D.verify that users have access to the Live Agent chat buttons.

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Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

• A.Assign a user to manually manage incoming email
• B.Use Omni-Channel to automatically route inbound email
• C.Insert a reference Thread ID in the email subject template
• D.Convert to an On-Demand Email-to-Case setup

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