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NEW QUESTION 51
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?

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

Answer: D

NEW QUESTION 52
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Optimized use of resources
B. Increased call deflection
C. Increased call routing accuracy
D. Reduced issue resolution time
E. Reduced support channels

Answer: A,D,E

NEW QUESTION 53
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A. Create a case assignment rule to ensure cases are owned by a user when closed.
B. Create a Process Builder and Flow to change the owner on closed cases.
C. Create a case validation rule to ensure cases are owned by a user when closed.
D. Use a data tool to update the owner field on closed cases.

Answer: A,D

NEW QUESTION 54
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