Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

• A.On a record Highlights Panel
• B.On a record Activity Feed list
• C.On a utility bar of the Lightning App
• D.On the Calendar right hand panel

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A Contact Center Manager is implementing a new customer care program and wants to specifically measure
customer loyalty.
Which measure can satisfy this requirement?

• A.Customer Engagement Score
• B.Customer Satisfaction
• C.Net Promoter Score
• D.Service-Level Measure

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Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

• A.Set up analytical snapshots to capture key case information and create historical trending reports.
• B.Set up a Salesforce Customer Community that will allow customers to create cases online.
• C.Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
• D.Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

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Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?

• A.Lightning Guided Engagement
• B.Path for Cases
• C.Service Console Macros
• D.Lightning Flow Component

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When designing a Case management solution to increase agent productivity, which Service Cloud features
should you consider first? Choose 2 answers.

• A.Case assignment rules
• B.Case queues
• C.Case dashboards
• D.Case custom reports

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