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Question 62/155
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
Choose 2 answers
Correct Answer: C,D
- Question List (155q)
- Question 1: Universal Containers wants to reduce the volume of calls int...
- 4 commentQuestion 2: Universal Containers wants to notify Support Managers when a...
- Question 3: Universal containers contact center is experiencing increase...
- 2 commentQuestion 4: An Inside Sales Contact Center Manager would like to access ...
- 1 commentQuestion 5: Universal Containers wants to display a history of all of to...
- 5 commentQuestion 6: Sales engineer needs visibility to list field edits, emails,...
- 3 commentQuestion 7: Universal Containers has an active presence on Twitter and F...
- Question 8: As part of a new Salesforce Knowledge implementation, Univer...
- 1 commentQuestion 9: Universal Containers 'IT policy prevents third-party softwar...
- 2 commentQuestion 10: Universal Containers has an active presence on Twitter and F...
- Question 11: UC has a three-tiered contact center. Cases are routed to Ti...
- Question 12: Which method can be used to route cases from social channels...
- 5 commentQuestion 13: Universal Containers' agents often need to access the same c...
- 2 commentQuestion 14: UC must provide contact center agents with access to a custo...
- Question 15: Universal Containers wants to be able to assign cases based ...
- Question 16: Universal Containers is training a new set of Service Reps. ...
- 3 commentQuestion 17: UC wants to provide its 20 million customers with a portal w...
- 2 commentQuestion 18: Universal Containers (UC) is developing a strategy for suppo...
- 3 commentQuestion 19: Which case submission process leverages Apex email services?...
- Question 20: UC wants to reduce incoming support phone call volume. What ...
- Question 21: A contact center manager wants to measure the impact of a ne...
- Question 22: Universal Containers is evaluating whether to implement On-D...
- 3 commentQuestion 23: Cloud Kicks (CK) recently implemented Knowledge Centered Sup...
- Question 24: When support agents are working on a case, the support manag...
- Question 25: Universal Containers wants to monitor customers' social medi...
- Question 26: A client's Support Call Center has seen an increase in call ...
- 2 commentQuestion 27: What can universal containers do to reduce costs and immedia...
- 5 commentQuestion 28: Which native Service Cloud solution is used for case satisfa...
- Question 29: A Knowledge administrator has created an article for a promo...
- Question 30: Universal Containers' support management team has noticed an...
- 3 commentQuestion 31: Which two capabilities of Lightning Knowledge ensure accurat...
- Question 32: Universal Containers wants to maintain Service Level Agreeme...
- 2 commentQuestion 33: As part of a new Salesforce Knowledge implementation, Univer...
- 2 commentQuestion 34: A business to consumer (B2C) company wants to decrease servi...
- Question 35: Universal containers want to identify potential delays in th...
- Question 36: All of the following objects may have a queue EXCEPT:...
- Question 37: The lifecycle of a Knowledge article consists of five stages...
- 1 commentQuestion 38: vp of service at universal containers wants to make it easie...
- Question 39: What solution should a consultant recommend while designing ...
- 2 commentQuestion 40: A consultant has been hired to integrate a client's phone sy...
- Question 41: A customer-submitted case is routed to a service desk agent ...
- 1 commentQuestion 42: The Vice President (VP) of Customer Support for Universal Co...
- Question 43: The cost of service for Universal Containers' contact center...
- Question 44: Universal Telco sells and supports a line of smart phones. T...
- Question 45: Universal Containers has created Permission Sets granting ac...
- 1 commentQuestion 46: Universal Containers has recently implemented a Customer Com...
- 4 commentQuestion 47: Universal Containers plans to migrate its existing knowledge...
- Question 48: A consultant is working on a Service Cloud implementation wi...
- Question 49: Which document should be created to support the initial plan...
- Question 50: Universal Containers wants to reduce incoming support phone ...
- 1 commentQuestion 51: Universal Containers wants to notify Support Managers when a...
- 1 commentQuestion 52: If a Case cannot be resolved after Tier 1 has performed thei...
- Question 53: A service manager has just configured chat at a company site...
- Question 54: Universal Containers wants to notify Support Managers when a...
- Question 55: Which solution can be used to improve call deflection?...
- 1 commentQuestion 56: Universal Containers is migrating from Classic Knowledge to ...
- Question 57: A company has implemented Salesforce Service Cloud. The comp...
- Question 58: Universal Containers requires that a case is logged for ever...
- Question 59: Universal Containers wants to ensure the contracted service ...
- Question 60: A consulting firm has been retained to implement a new Servi...
- 2 commentQuestion 61: Universal Containers wants to maintain Service Level Agreeme...
- 2 commentQuestion 62: Open CTI allows Advanced Administrators and Developers to em...
- 1 commentQuestion 63: Universal Containers needs to provide contact center agents ...
- 1 commentQuestion 64: A team of publishers has created and published articles in S...
- 1 commentQuestion 65: What can universal containers do to reduce costs and immedia...
- Question 66: What approach should a Consultant use to ensure that Knowled...
- Question 67: Universal Containers (UC) wants customers to be notified by ...
- 3 commentQuestion 68: Universal Containers had tech support and general customer t...
- Question 69: A company has implemented Salesforce Service Cloud. The comp...
- 1 commentQuestion 70: A customer calls the service desk at Universal Containers. T...
- 1 commentQuestion 71: From any queue list view, users can take ownership of one or...
- Question 72: One business unit at Universal Containers has been using Ser...
- 2 commentQuestion 73: UC is concerned with system performance in its contact cente...
- Question 74: A company provides customer support for new products and for...
- Question 75: For which purpose should a contact center use Visual Flow?...
- Question 76: SLA says agent must respond within one hour, or if marked "u...
- Question 77: Which support channel requires the smallest amount of agent ...
- Question 78: Universal Containers wants Service Console users to be able ...
- 3 commentQuestion 79: Universal Containers (UC) has deployed a call center using o...
- Question 80: The Universal Containers contact center offers support via e...
- Question 81: A report shows average time spent by agents to resolve cases...
- Question 82: Universal Containers recently deployed a Salesforce Knowledg...
- 2 commentQuestion 83: UC wants to implement a Knowledge management process with th...
- Question 84: What is a recommended way to migrate data from an external s...
- 2 commentQuestion 85: Universal Containers wants to provide its customers with mor...
- 1 commentQuestion 86: What are three considerations when adding a report chart to ...
- Question 87: Business Users have requested that the salesforce administra...
- Question 88: Universal Containers would like to provide their contact cen...
- Question 89: Support engineer need to see a complete chronological list o...
- Question 90: Due to a recent product recall, Universal Containers has exp...
- Question 91: Universal Containers is changing their case management syste...
- Question 92: Universal Containers email policy requires that all email tr...
- Question 93: The contact center at universal containers wants to increase...
- Question 94: Universal Containers has implemented Service Cloud in its ca...
- Question 95: Which Lightning Service Console feature should be used to en...
- Question 96: A contact center manager wants to measure improvements to op...
- Question 97: Universal Containers is implementing an entitlement process ...
- 2 commentQuestion 98: Which system would a contact center integrate with in order ...
- 1 commentQuestion 99: Which technology will allow a client to enable ideas on a pu...
- Question 100: Universal containers uses social media to monitor new trends...
- Question 101: UC wants to reduce incoming support phone call volume. What ...
- Question 102: UC has created permission sets granting access to object and...
- Question 103: The support manager at universal containers has noticed an i...
- 1 commentQuestion 104: UC wants to implement a Knowledge management process with th...
- Question 105: Universal containers is in the process of setting up a busin...
- Question 106: Universal Containers is implementing an entitlement process ...
- 2 commentQuestion 107: Metrics show that Universal Containers has a high call aband...
- Question 108: Universal Containers support manager wants to share product-...
- Question 109: A manager would like information on the knowledge base searc...
- 1 commentQuestion 110: Which two configuration steps are required before Quick Acti...
- Question 111: UC has completed development and testing of its Service Clou...
- Question 112: Universal containers is in the process of setting up a busin...
- Question 113: What are two design considerations for a Live Agent implemen...
- 2 commentQuestion 114: As part of a new Salesforce Knowledge implementation, Univer...
- Question 115: Support process: escalation queue if not responded in 2 hour...
- 3 commentQuestion 116: What are two benefits of deploying Knowledge in Customer Com...
- 3 commentQuestion 117: Universal Containers is using the Lightning Service Console ...
- Question 118: Universal Containers wants to provide its five million custo...
- 1 commentQuestion 119: UC is initiating a program to improve customer satisfaction....
- 2 commentQuestion 120: Cloud Kicks (CK) has recently started using Entitlements wit...
- 1 commentQuestion 121: Which configuration item must be created when implementing L...
- Question 122: UC's service center needs to provide support for a new produ...
- Question 123: What are three best practices that should be used when deplo...
- Question 124: A customer utilizes a high-volume Service Cloud portal for i...
- Question 125: A manager has noticed an increase in average case age. This ...
- Question 126: A company has created a new onboarding process. An Agent mus...
- Question 127: Which capabilities of the console can the company use to hel...
- 1 commentQuestion 128: the support manager at universal containers wants to see mon...
- 2 commentQuestion 129: Universal Containers is implementing a CTI solution for its ...
- Question 130: Why would customer upgrade from self-service to customer por...
- Question 131: Which document should be created to support the initial plan...
- Question 132: A company would like to implement a solution that would hold...
- 1 commentQuestion 133: Universal Containers wants a mechanism that provides custome...
- Question 134: Universal Containers knows it will be adding new Cases at a ...
- 1 commentQuestion 135: Universal Containers wants to unify channels and manage agen...
- Question 136: The Universal Containers contact center offers support throu...
- 1 commentQuestion 137: Cloud Kicks has implemented a review process for all new kno...
- 4 commentQuestion 138: Universal Containers would like for article to be different ...
- 2 commentQuestion 139: Universal Containers wants to implement best practices for i...
- Question 140: Universal Containers runs a support operation with multiple ...
- 1 commentQuestion 141: Universal Containers is migrating from Classic Knowledge to ...
- Question 142: Universal Containers is exploring ways to provide its custom...
- 1 commentQuestion 143: Which method can be used to route social media inquiries wit...
- 1 commentQuestion 144: Which two solutions should Universal Containers consider to ...
- Question 145: A business to consumer (B2C) company wants to decrease servi...
- Question 146: Cloud Kicks (CK) is a global company with multiple product l...
- Question 147: Universal Containers would like to provide their contact cen...
- Question 148: Which three features should a Consultant recommend to allow ...
- Question 149: The Universal Containers contact center offers support via e...
- Question 150: If you delete a case, which two also get deleted? (Choose tw...
- Question 151: Support process: escalation queue if not responded in 2 hour...
- Question 152: Universal Containers has implemented KCS. Specific article t...
- Question 153: UC is creating an inbound customer support contact center to...
- 1 commentQuestion 154: Universal containers would like for articles to be suggested...
- Question 155: Universal Containers CFO is looking for ways to reduce conta...
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Correct answers: C and D (Please refer to page 23 of https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/api_cti.pdf)
Correct answers are A & D.