A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

• A.Route to agents with the most cases closed for that topic.
• B.Route to agents with the least amount of active assigned work.
• C.Routeto agents staffing the assigned overflow queues.
• D.Route to agents with the most capacity to take on new work.

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A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

• A.Define a Custom Field to identify the Subject.
• B.Define Data Categories with Custom Visibility.
• C.Define Topics for each Knowledge article.
• D.Define Article Types with Public Sharing Settings.

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Customer Support Agents are frustrated with how they interact with their current case management solution
and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls,
update cases, and communicate with customers?

• A.Configure Case Feed page layouts
• B.Create Salesforce Classic Quick Action
• C.Configure the Case highlights panel
• D.Add a Visualforce page to the Case layout

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The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

• A.Create a data category for each product and assign them to each team bases on their product specialization
• B.Create a permission set for each record type and assign them to each team based on their product specialization
• C.Create an article action for each record type and assign them to each team based on their product specialization
• D.Create a page layout for each article type and assign them to each team based on their product specialization

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Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

• A.Assign users to a Permission Set with access to the service console app.
• B.Assign users to a Public Group with access to the service console app.
• C.Assign users to a Permission Set granting the Service User license.
• D.Assign users the Service User license on their User record.

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