QUESTION: 161 Exam Topic: 1 Pool A (Main)

Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? (Choose 2)

Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.
Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
Set up analytical snapshots to capture key case information and create historical trending reports.
Set up a Salesforce Customer Community that will allow customers to create cases online.

Answer(s): A,D

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QUESTION: 162 Exam Topic: 1 Pool A (Main)

The Vice President (VP) of Customer Support for Universal Containers has issued a

mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional systemenhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? (Choose 3)

Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
Createa central "Contact Us" page which provides access to all available channels.
Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Optimize the customer community for mobile devices to have access to the samesupport as desktops.
Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

Answer(s): B,C,D

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QUESTION: 163 Exam Topic: 1 Pool A (Main)

Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?

Create a bucket field on a report to calculate the percentage of escalated cases
Create a case report with a custom summary formula to calculate the percentage of escalated cases
Create a formula field on the case record to calculate percentage of escalated cases
Create a daily snapshot report of all cases and calculate percentage of escalated cases

Answer(s): B

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QUESTION: 164 Exam Topic: 1 Pool A (Main)

Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console?

Open CTI
Lightning dialer
Local presence
Macros

Answer(s): B

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QUESTION: 161 Exam Topic: 1 Pool A (Main)

QUESTION: 162 Exam Topic: 1 Pool A (Main)

QUESTION: 163 Exam Topic: 1 Pool A (Main)

QUESTION: 164 Exam Topic: 1 Pool A (Main)