Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent
chats. Which feature should a Consultant recommend?

• A.Case Skills-based Assignment Rules
• B.Omni-channel Skills-based routing
• C.Omni-channel Queue-based routing
• D.Live Agent Queue-based routing

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Ursa Major Solar provides onsite support for customers' solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?

• A.Field Service Inventory
• B.Work Oder Assignment
• C.Operating Hours and Shifts
• D.Service Appointment Bundling

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Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

• A.Enable article customization for open cases.
• B.Enable agents to create their own personal articles.
• C.Enable suggested articles on new cases.
• D.Enable article submission during case close.
• E.Create an email template to send articles as PDF attachments.

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what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

• A.Customize the lightning console chat page
• B.Configure a chat validation rule
• C.Customize the pre chat form
• D.ConfigureLightningGuided Engagement

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

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