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NEW QUESTION 41 Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

• A. Live Agent
• B. Case Assignment Rules
• C. Omni Channel
• D. Process Builder Assignment

Answer: C   NEW QUESTION 42 How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

• A. Omni-Channel Utility Component
• B. Cases report sorted by Rep and Case CreatedDate
• C. Cases report sorted by Rep and Case Owner
• D. Omni-Channel Supervisor tab

Answer: D   NEW QUESTION 43 Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated. Which statement is true about migrating images into Salesforce Knowledge?

• A. Include images in an .html file using the image tag and src attribute
• B. Ensure that each image does NOT exceed the maximum of 25 MB
• C. Convert all images to .jpeg, as this is the only supported file type
• D. Upload the images into Salesforce prior to importing the articles

Answer: A   NEW QUESTION 44 ......