Which feature should a Consultant configure to allow global Service Reps to call customers
from within the Lightning Service Console?

A company frequently has issues with customers that need complex, hands-on technical
support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these
restrictions?

Universal Containers wants to implement a new web presence to support its customers. It
has provided the following requirements:
• Ability for visitors to search Knowledge articles without registering or logging in
• Ability for over one million registered customers to securely submit cases and view the
status of those cases
• Ability to display white papers to registered customers
• Ability for registered customers to save favorite Knowledge articles for easy access laterWhat should the consultant recommend as part of the solution?

Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call
Center to assist agents in providing customer support.
Which three options should UC consider when planning its implementation?
Choose three answers

A contact center manager wants to measure improvements to operations after the
implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management
system? Choose 2 answers

Universal Containers uses Live Agent to interact with customers. Service Reps complain
that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2
answers

A Contact Center Manager is implementing a new customer care program and wants to
specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers