Question 1

Support managers have requested the ability to provide real-time feedback to agents

during customer chat sessions.

Which feature should a consultant configure to meet this requirement?

Options :

A : Chatter

B : Omni-Channel Supervisor

C : Flow Orchestrator

Answer: B

Question 2

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit

support requests instead of calling the customer service center. The product owner has asked the consultant to

create the implementation plan and research solutions.

What should the consultant do before creating an implementation plan?

Options :

A : Review Service Setup Assistant for Web-to-Case.

B : Review guidelines and limits for Web-to-Case.

C : Review Einstein Conversation Mining for Web-to-Case.

Answer: B

Question 3

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take

ownership of and respond to

incoming cases within 2 hours of case creation.

Which best practice will help UC meet its SLA?

Options :

A :

Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.

B :

Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.

C : Use case auto-response rules to send an email to support managers within 1 hour of case creation.

Answer: A

Question 4

Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and

categories require approval. Both the

Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to

submit certain articles types for approval.

What should a consultant recommend to automate the Approval Process?

Options :

A : Update the Approval Process to Auto-launch.

B : Create a Lightning Web Component action for Approval Process.

C : Create an autolaunched Flow.

Answer: C

Question 5

Cloud Kicks has several teams that work on customer cases. Support managers would like to track how long

Confidently Practice Online with Free CRT-261 Exam Cram