Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

• A.Case Escalation
• B.Entitlements
• C.Case Milestones
• D.Omni-Channel

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Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

• A.Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
• B.Agents can use telephony on a wide range of browsers and operating systems while only developing once.
• C.Developers can embed API calls and processes on web pages to automate call handling processes.
• D.Developers can integrate with any telephony platform available with little to no need for customization.

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A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?

• A.Verify that users are assigned the Chat feature license.
• B.Verify that users are assigned the Chat user profile
• C.Verify that users have access to the Chat buttons.
• D.Verify that users have access to the Chat public group.

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Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial data are stored in other systems.
Which solution should a consultant recommend for integration?

• A.Utilize Apex with integrated External Objects.
• B.Utilize an AppExchange integration package.
• C.Utilize MuleSoft to integrate the systems.

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The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

• A.Knowledge base
• B.Automatic call distribution
• C.Customer community
• D.Service cloud console

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