A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

• A.Enable Work Orders.
• B.Create an Entitlement Process.
• C.Set up Milestones.
• D.Configure Service Contracts.

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Universal Containers wants to provide a more consistent service experience to its customers and is evaluating
the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

• A.Users must use Lightning Experience.
• B.The Run Macros Permission must be granted to users.
• C.The Run Macros Action must be on the page layout.
• D.The Macros widget or utility must be added to the console.
• E.Publisher Actions used in the macros must be on the page layout.

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A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?

• A.Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
• B.Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel
• C.Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

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Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to
be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

• A.Create quick actions
• B.Configure LiveMessage
• C.Deploy Pre-Chat form
• D.Activate quick test

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Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the
Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP
of Service is concerned about the ability to sustain the increased hours and added cost to support the higher
call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

• A.Set up IVR with an automated response for customers affected by the recall to defect calls.
• B.Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
• C.Set up telephony integration using a CTI adapter for quicker agent access when customers call in,
  reducing average handle time.
• D.Set up a customer survey for customers calling in to identify the severity and impact of the recall.

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