Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

A. DefineCase Auto-Response Rules.

B. Establish Case Assignment Rules.

C. Create aProcess Builder with Scheduled Actions.

D. Configure Case Escalation Rules.

Service Representatives arecomplaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configuredfeatures are required. Which solution should a Consultant suggest to improve the efficiency of console users?

A. Enable Keyboard shortcuts

B. Define criteria-based record page components

C. Configure Macros

D. Create multiple Console layouts

Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:

• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products.

Which solution will meet these requirements?

A. Use Process Builder for notifications and case teams to monitor cases.

B. Use Process Builder for notifications and account teams to monitor cases.

C. Use escalation rules for notifications and account teams to monitor cases.

D. Use escalation rules for notifications and case teams to monitor cases.

UniversalContainers initiates cases based onelectronic transmissions from power units. The case management process is as follows:

A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needsto contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on arelated custom object.
Which three aspects should the consultant consider to meet these requirements? Choose 3 answers

A. Account team relationship to the primary contact

B. Case closure rules on the original case

C. Work order and customer contact escalation requirements

D. Visibility andaccess to the work order records

E. Total number of account and contact records in the database

Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

A. Allows customers to customize their user interface

B. Allows customers the ability to collaborate

C. Allows customers to customizereports and dashboards

D. Allows customers to search a knowledge base.

A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?

A. Define data categories with custom visibility.

B. Define article types with public sharing settings.

C. Define topics for each knowledge article.

D. Define a custom field to identify the subject.

Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

A. Use a community template to set up their customer community.

B. Enable web -to-case on their public website.

C. Enable Live Agent in their community to chat with an agent.

D. Add the Question action to Chatter in the community publisher.

Universal Containers has determined that case list views are slow to load because of the large number of cases inthe system.

Which two actions will improve the performance of the list views? Choose 2 answers

A. Restrict visibilityof the views

B. Reduce the number of fields displayed

C. Filter the views by case owner

D. Remove filter criteria from the views

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables. What should a consultant recommend as the next step?

A. Prioritize the requirements based on who submitted them.

B. Identify the requirements needed for initial GoLive.

C. Provide a timeline that addresses all the requirements.

D. Organize the requirements from largest to smallest.

A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

A. Number of cases created sorted by order

B. Number of cases by type by owner

C. Number of cases in each status

D. Number of solutions created per agent

Universal Containers wants to letits customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A. Web-to-Case

B. Embedded Chat Service

C. Customer Community

D. Case Assignment Rules

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.

Which three features could be implemented to support this? Choose 3 answers

A. Omni-Channel

B. Page Layouts

C. Record Types

D. Support Processes

E. Article Types