Question 1

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

Options :

A : CTI Adapter configuration

B : Lightning Console enablement

C : Call Center Definition File creation

D : Service Console case creation configuration

Answer: A,C

Question 2

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.Which approach should a consultant recommend in this scenario?

Options :

A : Assign a global team of experienced agents and leaders to create a common design template and report structure.

B : Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

C : Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D : Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Answer: A

Question 3

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.What should a consultant recommend as the next step?

Options :

A : Prioritize the requirements based on who submitted them.

B : Identify the requirements needed for initial GoLive.

C : Provide a timeline that addresses all the requirements.

D : Organize the requirements from largest to smallest.

Answer: B

Question 4

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

Options :

A : Enable Keyboard shortcuts

B : Define criteria-based record page components

C : Configure Macros

D : Create multiple Console layouts

Answer: A

Question 5

What are three necessary steps to test that the Omm-Channel implementation is routing correctly? Choose 3 answers

Options :

A : Change the owner to a queue associated with the routing configuration,

B : Log in as a user who is enabled for Omni-Channel access.

C : Enable Debug Omni Channel routing configuration in SttUp.

D : Open the Omni-Channel Supervisor tab.

E : Open the record you want to route.

Answer: A,B,E

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