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Download Administer and Maintain Service Cloud Exam Dumps
NEW QUESTION 36
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?
- A. Configure Macros
- B. Enable Keyboard shortcuts
- C. Create multiple Console layouts
- D. Define criteria-based record page components
Answer: B
NEW QUESTION 37
Service Console users work on dozen 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?
- A. Add History to the Utility bar.
- B. Define a custom List View.
- C. Keep all open in tabs.
- D. Use a second Console session.
Answer: A
NEW QUESTION 38
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Omni-Channel with prioritized queues
- B. Standard Web-to-Case with assignment rules
- C. Standard Email-to-Case with assignment rules
- D. Lightning Email with web routing prioritization
Answer: C
NEW QUESTION 39
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Omni-Channel
- B. Case Milestones
- C. Case Escalation
- D. Entitlements
Answer: D
NEW QUESTION 40
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
- A. Entitlement processes, contracts, milestones, and milestone actions
- B. Entitlement processes, contract line items, milestones, and entitlements
- C. Entitlement processes, contracts, contract line Items, and entitlements
- D. Entitlement processes, milestones, milestone actions, and entitlements
Answer: D
NEW QUESTION 41
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