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.Create a Visualforce page called 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.Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

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A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

• A.Service Console case creation configuration
• B.Call Center Definition File creation
• C.CTI Adapter configuration
• D.Lightning Console enablement

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UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

• A.Create a custom trigger to generate history when cases get escalated between tiers.
• B.Create an approval process to ensure only the appropriate cases get escalated.
• C.Create a case report to show all cases across tiers filtered by an escalation flag.
• D.Create a case report to show the number of cases for each tier and sort them by case owner.

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Which three tasks should be included in a business continuity plan for a contact center? Choose three answers

• A.Deliver training on case handling for contingent staff.
• B.Update the case status field values.
• C.Disable the Interactive Voice Response system.
• D.Monitor service level agreements (SLAs) and notify customers.
• E.Route cases to agents in an alternate center.

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In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

• A.Use a Developer Pro sandbox for the DR exercise
• B.Use a Full copy sandbox for the DR exercise
• C.Allow the exercise to be done in a Production instance
• D.Use a Partial sandbox for the DR exercise

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