Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

• A.Assign Users to Omni Channel permissions
• B.Assign Users to the Omni Channel Feature License
• C.Enable Omni Channel by clicking Settings in Setup
• D.Contact Salesforce to have Omni Channel enabled

Comment: *

Name: *

Email: *

Verification: *

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

• A.Validation Rules for article record types to verify all fields during creation.
• B.Approval Process that assigns an Article to a Reviewer Queue.
• C.Knowledge Action to Publish an Article once the Article is approved.
• D.Data Category to assign an article record type to a Reviewer.

Comment: *

Name: *

Email: *

Verification: *

Which configuration item must be created when implementing Lightning Knowledge?

• A.Article Types
• B.File Types
• C.Attachment Types
• D.Record Types

Comment: *

Name: *

Email: *

Verification: *

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

• A.On-Demand Email-to-Case
• B.Salesforce for Outlook
• C.Web-to-Case
• D.Email-to-Case

Comment: *

Name: *

Email: *

Verification: *

Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

• A.Use a global quick action to capture details.
• B.Use an auto-launched flow to capture details.
• C.Use Open CTI with Pop to flow to capture details.
• D.Use a new customer Path on Contact to capture details.

Comment: *

Name: *

Email: *

Verification: *