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NEW QUESTION # 24
Universal Containers would like to provide their contact center agents with a map image of their customers
location based on the Shipping Address of their Account Record. What should a consultant recommend as part
of the solution?
- A. A mashup integration on the Account page to a third-party mapping service
- B. A Web Service call-out that retrieves map details from the backend system
- C. An outbound message to a middleware platform to provide map details
- D. A custom tab of type URL that displays a map image of customer location
NEW QUESTION # 25
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can embed API calls and processes on web pages to automate call handling processes.
- B. Developers can integrate with any telephony platform available with little to no need for customization.
- C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- D. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
NEW QUESTION # 26
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Live Agent
- B. Open CTI
- C. Salesforce for Twitter
- D. Salesforce Knowledge
NEW QUESTION # 27
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Top Articles sorted descending
- B. Most Linked Articles
- C. Most Revised Articles
- D. Search Activity Gaps
NEW QUESTION # 28
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