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NEW QUESTION 44
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Pre-chat form.
- B. Configure a Live Chat Validation Rule.
- C. Configure Lightning Guided Engagement.
- D. Customize the Lightning Console chat page.
Answer: A
NEW QUESTION 45
Universal Containers is implementing a call center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Install CTI adapter using open CTI
- B. Configure IVR auto response
- C. Assign users to a call center
- D. Deploy Call Center Directory
- E. Configure call center definition
Answer: A,C,E
NEW QUESTION 46
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. Define criteria-based record page components
- B. Configure Macros
- C. Create multiple Console layouts
- D. Enable Keyboard shortcuts
Answer: D
NEW QUESTION 47
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Idle Connection Timeout
- B. Chat Character Limit
- C. Chat Visitor Browser
- D. Chat Window Title
Answer: A,C
NEW QUESTION 48
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 system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers
- A. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
- B. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
- C. Optimize the customer community for mobile devices to have access to the same support as desktops.
- D. Create a central "Contact Us" page which provides access to all available channels.
- E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
Answer: C,D,E
NEW QUESTION 49
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