Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

• A.Configure Omni-Channel with Least Active Routing
• B.Configure Case Assignment Rules
• C.Configure Live Agent Skills-based Routing
• D.Configure Omni-Channel with Most Available Routing

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The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?

• A.Einstein Bots 27: B is correct answer
• B.Einstein Article Recommendations
• C.Einstein Reply Recommendations

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The support manager at universal containers has noticed an increase in average case age, which is negatively
impacting customer satisfaction. To research the situation, the support manager wants to know the amount of
time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

• A.Create a report using the Case age report type
• B.Create a report using the Case Lifecyle report type
• C.Create a report using the Case snapshot report type
• D.Create a report using the Case historical trending report type

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what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

• A.Create a page layout for each record type ;assign layouts to servce agents
• B.Crreate an article action for each record type;assign record types to service agents
• C.Create a permission set for each record type ;assignpermisisons to service agents
• D.create a data category for each product assign data categories to service agents.

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Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

• A.Create and assign permission sets to give agents social account access.
• B.Select two Twitter or Facebook accounts.
• C.Enable the Moderation feature to automatically create cases from posts.
• D.Retrieve Social Studio credentials.

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