QUESTION: 73

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information. How should the consultant recommend the report be created?

Build a Summary report on Products and Activities.
Set up a reporting snapshot of the case, contact and activity objects.
Create a Custom Report type with activities as the primary object.
Customize the My Teams Calls this week standard report.

Answer(s): D

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QUESTION: 74

A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

Field Service with Integrated Payments
Experience Cloud with Customer Account Portal template
Einstein Bots with Credit Card Payments
Service Cloud Voice with Tele-pay

Answer(s): D

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QUESTION: 75

What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

Create a page layout for each record type; assign layouts to service agents.
Create a data category for each product; assign data categories to service agents.
Create a permission set for each record type; assign permissions to service agents.
Create an article action for each record type; assign record types to service agents.

Answer(s): A

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QUESTION: 76

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

Install an adapter from AppExdiange to work with third-party CTI systems.
Enable Live Agent in their community to chat with an agent.
Assign the correct Salesforce users to the Call Center.
Create a softphone layout and assign to user profiles.
Assign the Salesforce CTI license to Salesforce users.

Answer(s): A,C,D

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QUESTION: 76