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

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UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

• A.Create a custom web service to handle invoice inserts and updates from the billing system
• B.Create a custom tab of type URL that displays a search page from the billing system
• C.Import payment data into Salesforce and add to the contact page layout related list
• D.Create a Visualforce page that retrieves payment information via a Web Service call-out

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Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

• A.Load all articles with the Apex data loader tool
• B.Create a single CSV file, including all article types
• C.Match each new article to an existing article type
• D.Create multiple CSV files, one for each article type
• E.Create HTML files referencing image to be uploaded

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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.Customize the lightning console that page.
• C.Customize the pre-chat form.
• D.Configure lightning guided engagement.

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Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.

• A.Configure flow Builder /Process Builder
• B.Activate a validation rule
• C.Create a Case Macro
• D.Define case escalation rules

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