The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

• A.Create a workflow email alert to send the article to the customer.
• B.Create a macro to send an email with the article to the customer.
• C.Create a Lightning email template to send the article to the customer.
• D.Create an auto-response rule to send the article to the customer.

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For which purpose should a contact center use visual workflow?

• A.To automate business processes for agents who troubleshoot customer support issues via phone.
• B.To automatically assign cases to a specific queue based on the customer support level.
• C.To assign follow-up tasks to an agent one week after a case is closed.
• D.To escalate a case to the support manager if it has been open for more than 72 hours.

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Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

• A.Next Best Actions
• B.Omni-channel Supervisor
• C.Push Notifications
• D.Case Feed

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What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

• A.Configure a chat validation rule.
• B.Configure lightning guided engagement.
• C.Customize the lightning console that page.
• D.Customize the pre-chat form.

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Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

• A.Process Builder Scheduled Actions
• B.Scheduled Reports
• C.Time-based Workflow Rules
• D.Milestone Actions

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