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

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

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Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

• A.Build a report on Products with Activities grouped by owner.
• B.Create a Custom Report type with Activities as the primary object.
• C.Customize the My Team's Calls This Week standard report.

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Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features shouldbe used to accomplish this requirement? Choose 3 answers

• A.Omni-Channel
• B.Macros
• C.Quick Text
• D.Chatter
• E.Publisher Actions

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Which best practice should be used when deploying standard Service Cloud functionality to production?

• A.Ensure that all of the code is covered by unit tests before deploying to production.
• B.Plan and communicate the deployment to users of the organization in advance.
• C.Ask users to refrain from logging in to production the day of deployment.

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universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

• A.Omni channel
• B.field service
• C.Contact Requests
• D.Mobile connect

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