QUESTION: 69

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice- only support Support agents are certified on one or more specific product lines. CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?

Knowledge One with Article Recommendations
Experience Cloud with self-support
Omni-Channel with Skills-Based Routing.
Live Agent and Live Message

Answer(s): C

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QUESTION: 70

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

Configure Lightning Guided Engagement.
Configure a Live Chat Validation Rule.
Customize the Pre-chat form.
Customize the Lightning Console chat page.

Answer(s): C

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QUESTION: 71

Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

Lightning Process Builder
Interaction Log
Lightning Row for Service
Path for Cases

Answer(s): B,C

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QUESTION: 72

Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

Customer Community Plus
Customer Community
High Volume Customer Portal
Lightning External Apps Starter

Answer(s): A

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QUESTION: 69

QUESTION: 70

QUESTION: 71

QUESTION: 72