Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

C. Set up analytical snapshots to capture key case information and create historical trending reports.

D. Set up a Salesforce Customer Community that will allow customers to create cases online.

Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.

Which three Sandbox types can be used to accomplish this?

A. Partial Copy Sandbox

B. Administrator Sandbox

C. Developer Pro Sandbox

D. Full Sandbox

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

A. Web-to-Case

B. Email-to-Case

C. Salesforce for Outlook

D. On-Demand Email-to-Case

Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

A. Recovery point objective

B. Criteria for plan activation

C. Open access to systems

D. Site consolidation

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Install an adapter from AppExdiange to work with third-party CTI systems.

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

C. Assign the correct Salesforce users to the Call Center.

D. Create as oft phone layout and assign to user profiles.

E. Assign the Salesforce CTI license to Salesforce users.

Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking? Choose 2 answers

A. Set up an intuitive Data Category hierarchy

B. Restrict the Manage Articles user permission

C. Enable and configure wildcards for article searches

D. Require that an article be added when closing a case

Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

A. Force.com Sites with Knowledge and Email-to-Case

B. Visualforce and Self-Service Portal

C. Force.com Sites with Knowledge and Web-to-Case

D. Force.com Sites and High-Volume Customer Portal

Which method can be used to route cases from social channels?

A. use Twitter-to-case and add workflow rules to the case object.

B. Enable Social Customer Service and add assignment rules to the case object.

C. Enable Social Network Profile and add workflow rules to the contact object.

D. Enable Social Network Profile and add assignment rules to the case object.

Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about thehold time.
What functionality should the consultant recommend implementing to resolve this issue?

A. Contact Requests

B. Social Customer Service

C. Embedded Chat Window

D. Open CT1

What is are commended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

A. Cleanse the data outside of Satesfbrce and then migrate the data.

B. Use the Salesforce data loader to load and cleanse the data.

C. Use the Salesforce import wizard to load and cleanse the data.

D. Upload the data into Salesforce and then run data cleansing tools.

Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

A. Entitlements

B. Omni-channel

C. Case milestones

D. Case escalation

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 Owner

C. Cases report sorted by Rep and Case Created Date

D. Omni-Channel Supervisor tab