NO.39 Universal Containers wants to create a process to verify that customers are eligible for support before a case iscreates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

NO.40 Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the qualityof their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

NO.41 Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

NO.42 Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

NO.43 Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

NO.44 Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 knownproduct bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

NO.45 Universal Containers support manager wants to share product-specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers

NO.46 For which purpose should a contact center use visual workflow?

NO.47 Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

NO.48 A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which featurecombination will ensure that cases are efficiently handled by the most appropriate representatives?

NO.49 SLA says agent must respond within one hour, or if marked “urgent”, resolve within one day. How can this best be achieved?

NO.50 A contactcenter manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

NO.51 UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them.Which metric should UC consider when designing the contact center? Choose 2 answers.

NO.52 Universal Containers needs to ensure itis staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containersneed in order to gather this information? Choose 3 answers

NO.53 UniversalContainers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

NO.54 Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

NO.55 Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

NO.56 Which feature should a consultantconfigure to allow global service reps to call customers from within the lightning service console?