A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?

• A.Create user profiles or permission sets
• B.Enable Live Agent for the organization
• C.Create an iframe to display the chat window
• D.Enable Chatter Messenger for the organization

Comment: *

Name: *

Email: *

Verification: *

A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

• A.The chat transcripts and case are transferred
• B.The Customer doesn't know they were transferred
• C.The Customer is shown the new Rep's name
• D.Both Service Reps can chat with the customer

Comment: *

Name: *

Email: *

Verification: *

Which three processes are uses case for Visual Workflow? Choose 3 answers

• A.Field validation during case creation
• B.Assignment of email to a case queue based on subject
• C.Decision-based troubleshooting for agents
• D.Cross-sell promotions for agents
• E.Caller verification and creation of a new case

Comment: *

Name: *

Email: *

Verification: *

Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?

• A.Utility Bar
• B.Access to Knowledge Articles
• C.Open multiple case records as tabs and sub tabs
• D.Unique page layouts for each Case Record Type

Comment: *

Name: *

Email: *

Verification: *

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

• A.Number of calls offered
• B.Quality monitoring score
• C.Agent utilization
• D.Schedule adherence

Comment: *

Name: *

Email: *

Verification: *