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NEW QUESTION 34
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

• A. create the necessary objects in SF
• B. From setup select omnichannel and select enable omni channel
• C. customize service channel settings to define how the org receives work various sources
• D. Create SF cases to have omni channel enabled

Answer: B

NEW QUESTION 35
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

• A. Customer retention
• B. First call resolution
• C. Average handle time
• D. Upsell percentage

Answer: B,C

NEW QUESTION 36
Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which solution should a consultant recommend?

• A. Enable the Knowledge sidebar setting in the case support settings.
• B. Create a Visualforce page called Knowledge sidebar on the case page layout.
• C. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
• D. Enable the Knowledge sidebar related list on the case page layout.

Answer: C

NEW QUESTION 37
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