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Universal Containers (UC) created a new mobile app that enables customers to place orders and track
fulfillment. UC wants to quickly embed customer service into the new mobile app.
features should be added to meet this requirement? Choose 2 answers
A. Salesforce Knowledgebase
B. Chatter Groups
C. Field Service Lightning
D. Service Cloud SOS
Answer: C, D
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to
measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
A. Create a list view report that includes fields for call center location, agent, calendar month, and firstcall resolution.
B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and
C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call
D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call
Universal Containers has a single contact center that handles all service requests including chat, Cases,
and web form submissions. It is important that Reps are assigned work evenly so that all requests are
handled in the order they are received.
How would a Consultant address this requirement?
A. Configure Case Assignment Rules
B. Configure Omni-Channel with Most Available Routing
C. Configure Live Agent Skills-based Routing
D. Configure Omni-Channel with Least Active Routing
The Contact Center at Universal Containers wants to increase its profit margins by promoting call
deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
A. Knowledge Base
B. Customer Community
C. Automatic Call Distribution
D. Service Cloud Console
Answer: A, B
Support agents need to verify that customers are eligible to receive customer support before they can
Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers
C. Service contracts
D. Case history
Answer: A, C
A company is planning for the migration of an existing knowledge base into Salesforce Knowledge.
Which set of factors should be considered in selecting which articles to migrate?
A. Last modified date and frequent search terms
B. Last modified date and number of recent article views
C. Original creation date and average rating of articles
D. Original creation date and total number of article views
Milestones can be added to which three Object types? Choose 3 answers
B. Work Order
Answer: A, B, D
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