Which three are characteristics of Visual Workflow? Choose 3 answers

• A.Apex code must be used to update fields in the database.
• B.Apex code must be used to pass data to legacy systems.
• C.Only one version of a flow can be activated at a time.
• D.Elements can be used to pass data to legacy systems.
• E.Elements can be used to update fields in the database.

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Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

• A.Improve the agent interface.
• B.Employ surveys to confirm customer satisfaction.
• C.Enable templates for written responses.
• D.Increase the number of agents.

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A recent analysis of agent performance on chat-related cases revealed a large gap between top performing agents and poor performers. Top agents identified coaching from managers as a key success factor. The company would like to ensure managers provide coaching on chat-related cases.
What is the recommended method for managers to coach agents?

• A.Use skills-based routing in Salesforce Messaging.
• B.Use Einstein Chat Insight to identify areas to improve.
• C.Use an Einstein Bots Chat to handle common issues.
• D.Use Omni-Channel Supervisor to monitor agents' chat sessions.

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Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

• A.Visual Studio Code and change sets
• B.Mass Transfer Records, change sets, and Visual Studio Code
• C.Visual Workflow, data loader, and Force.com IDE
• D.Data loader, change sets, and Force.com Excel Connector

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What is a benefit of a quality monitoring system? Choose 2 answers

• A.Lower the average speed of answer (ASA)
• B.Enforce a consistent standard of service for customer interaction
• C.Teach new agents how to handle difficult situations
• D.Capture inappropriate word usage and generate reports

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