QUESTION: 61

The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.

Which reporting solution should a consultant recommend?

Create a report using the Case Lifecyle report type
Create a report using the Case age report type
Create a report using the Case snapshot report type
Create a report using the Case historical trending report type

Answer(s): A

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QUESTION: 62

If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

Enable Omni-Channel Case assignment
Define separate Record Types for Tier 1 and Tier 2
Implement Lightning Guided Engagement
Configure a Visual Flow Troubleshooting Action

Answer(s): C

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QUESTION: 63

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?

Verify that users have access to the Chat public group.
Verify that users are assigned the Chat user profile
Verify that users have access to the Chat buttons.
Verify that users are assigned the Chat feature license.

Answer(s): D

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QUESTION: 64

Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

Use a global quick action to capture details.
Use an auto-launched flow to capture details.
Use a new customer Path on Contact to capture details.
Use Open CTI with Pop to flow to capture details.

Answer(s): B

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QUESTION: 61

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QUESTION: 64