What are three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers

• A.Enable Debug Omni Channel routing configuration in SttUp.
• B.Open the Omni-Channel Supervisor tab.
• C.Change the owner to a queue associated with the routing configuration,
• D.Log in as a user who is enabled for Omni-Channel access.
• E.Open the record you want to route.

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A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

• A.Hire a certified developer to write an apex trigger that creates each new activity.
• B.Assign a single agent to create the activities on all new onboarding cases.
• C.Add an object-specific custom quick action to create new activities.
• D.Provide a macro that will automatically create the activities when executed.

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Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

• A.Workflow rules
• B.Assignment rules
• C.Auto-response rules
• D.Validation rules

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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.Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
• C.Enforce that customers must search the knowledgebase before they can see the Contact Us page.
• D.Create a central "Contact Us" page which provides access to all available channels.
• E.Optimize the customer community for mobile devices to have access to the same support as desktops.

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A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

• A.Einstein Next Best Action
• B.Service Analytics Predictions
• C.Einstein Reply Recommendations
• D.Validation Rules

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