Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultantrecommend to meet this requirement?

A. Implement Field Service Lightning.

B. Integrate with an enterprise resource planning system.

C. Develop and publish a knowledge management system

D. Configure Visual Flows on Salesforce mobile.

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A. Number of calls offered

B. Agent utilization

C. Quality monitoring score

D. Schedule adherence

Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

A. Auto launch flow

B. Salesforce Console for Service

C. Visualforce custom page

D. Process Builder

KCS (knowledge centered support) what is it? Choose 2Answers

A. Standard for managing customer support and delivery

B. Method for social media management

C. Share knowledge with the business partners

D. Process for creating and maintaining knowledge

The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.

Which solution will ensure each team sees only the relevant article type for their product?

A. Create an article action for each record type and assign them to each team based on their product specialization

B. Create a permission set foreach record type and assign them to each team based on their product specialization

C. Create a page layout for each article type and assign them to each team based on their product specialization

D. Create a data category for each product and assign themto each team bases on their product specialization

Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers

A. Email Alert

B. Email Relay

C. Email Template

D. Assignment Rule

E. Workfl

Universal Containers is trying toreduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

A. Omni-Channel routing

B. Standard Email-to-Case

C. Web-to-Case forms

D. On-Demand Email-to-Case

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

A. Ensure that at least 60% of the code is covered by unit tests before deploying to production.

B. Plan and communicate the deployment to all users of the organization in advance.

C. Select a window of time when users will NOT be making changes to the organization.

D. Ensure all users refrain from logging into production for an entire day prior to deployment.

E. Migrate atest deployment to a stagingenvironment for a smoother real-life experience.

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

A. A knowledge article life cycle that is implemented correctly the first time and does not need to change

B. Reduced first contact resolution

C. A knowledge article life cycle that evolves based on usage and demand

D. Reduced issue resolution time

Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

A. A sharing set to grant the Customer Community user access to records associated to their Contact record.

B. An organization-wide default of Public Read/Write on the Case object.

C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

D. A sharing rule to ensure record access is granted based on criteria of the case.

Which solution should a consultant recommend?

A. Enable the knowledge sidebar related list on the case page layout.

B. Create a visual force page called knowledge sidebar on the case page layout.

C. Enable the knowledge sidebar setting in the case support settings.

D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

E. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create separate data category groups for each division and assign the category to a division profile.

B. Create a sharing rule for each division to provide access using the role hierarchy.

C. Create a sharing rule for each division to provide access based on criteria of the article.

D. Create a single data category group for each division and provide access using the role hierarchy.