How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

• A.Cases report sorted by Rep and Case Owner
• B.Cases report sorted by Rep and Case CreatedDate
• C.Omni-Channel Utility Component
• D.Omni-Channel Supervisor tab

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Universal Containers wants to provide its resellers a secure portal where they can manage their customer
accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

• A.Employee Community
• B.Reseller Community
• C.Partner Community
• D.Customer Community

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The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

• A.Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
• B.Optimize the customer community for mobile devices to have access to the same support as desktops.
• C.Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
• D.Enforce that customers must search the knowledgebase before they can see the Contact Us page.
• E.Create a central "Contact Us" page which provides access to all available channels.

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Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken
before performing the migration of the data (Choose 2)?

• A.Develop data map
• B.Enable data validation rules
• C.Perform data cleaning
• D.Normalize database

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Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

• A.The specific Quick Action must be added to the Case record page.
• B.Quick Actions must be enabled in the org.
• C.Global Actions need to be on the publisher layout.
• D.The specific Quick Action must be added to the CaseFeed.

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