To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

• A.Add the Knowledge related list to the Case record page.
• B.Add the Knowledge tab to the Service Console.
• C.Add Knowledge Data Categories to each Case.
• D.Add the Knowledge Component to the Case record page.

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When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

• A.Account tabs and Cases tab
• B.Case tabs with Account subtabs
• C.Account tab with Cases related list
• D.Account tabs with Case Subtabs

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Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers

• A.Publish articles to external channels
• B.Configure content library permissions
• C.Assign article types to the communities
• D.Enable public solutions.
• E.Enable article deliveries

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Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

• A.Build a report on Products with Activities grouped by owner.
• B.Create a Custom Report type with Activities as the primary object.
• C.Customize the My Team's Calls This Week standard report.

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

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