SC P#

Support center agents at Cloud Kicks use a service console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers

• History Utility

• Quick Action

• Outbound Sales Dialer

• Macros

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

• Reduced issue resolution time

• Reduced first contact resolution

• A knowledge article life cycle that is implemented correctly the first time and does not need to change

• A knowledge article life cycle that evolves based on usage and demand

Service Console users work on dozens of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

• Use a second Console session.

• Define a custom List View.

• Keep all open in tabs.

• Add History to the Utility bar.

The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers

• Einstein Bots

• Web Chat

• Chatter Group

• Call Center Agent

Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

• Actions & Recommendations component

• Personalised navigation menu

• Global Shared Macro

• Omni-Channel Utility widget

Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

• Lightning Guided Engagement

• Lighining Row Component

• Service Console Macros

• Path for Cases

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 features should the consultant recommend as part of the deployment?

• Retrieve Social Studio credentials.

• Create and assign permission sets to give agents social account access.

• Enable the Moderation feature to automatically create cases from posts.

• Select two Twitter or Facebook accounts.

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

• On-demand email to case

• Web-to-case question

• While holding for a support agent

• An email to case inquiry

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

• Account tabs with Case Subtabs

• Case tabs with Account subtabs

• Account tabs and Cases tab

• Account tab with Cases related list

Universal Container's agents need to be more productive when cases. Agent wants to send emails to customers before violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

• Add a formula block to the macro

• Add conditional logic to the instructions

• Add multiple ELSE IF blocks after the IF block

• Create a formula to build the macro logic around