The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.

Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A. Implement Quick Text

B. Enable the Support Process for default email templates

C. Implement Macros

D. Implement Email-To-Case

E. Enable the support setting for default email templates

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A. Enable Work Orders.

B. Create an Entitlement Process.

C. Set up Milestones.

D. Configure Service Contracts.

Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact centermanager analyze? Choose 3 answers

A. Number of open cases per day

B. Number of new customers added

C. Number of closedcases on first call

D. Average number of days to close cases

E. Number of cases escalated

Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores
Which two customer-related metrics should the customer support management analyze? Choose 2 answers

A. High priority cases opened by account month-to-date

B. Time spent byaccount year-to-date

C. Escalated cases by account month-to-date

D. New cases opened by account channel

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire moreagents? Choose 2 answers

A. Community

B. Web -to -Case

C. Live Agent

D. Chatter Questions

Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.

Which service cloud feature should the consultant recommend to address this requirement?

A. Entitlements and milestones

B. Case escalation

C. Case assignment

D. Salesforce console

Universal Containers (UC) is updating theService Cloudconsole app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

D. Configure the new app m developer org and use an unmanaged package to deploy to production.

UniversalContainers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A. Lightning Process Builder

B. Interaction Log

C. Lightning Row for Service

D. Path for Cases

A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A. Create a report using the case historical trending reporttype.

B. Create a report using the case snapshot report type.

C. Create a report using the case age report type.

D. Create a report using the case lifecycle report type.

Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

A. Contact Salesforce to send a report on article efficacy.

B. Send out a monthly survey to customers requesting feedback.

C. Install Knowledge Base Dashboards and Reports AppExchange package.

D. Create a group of super users that will evaluate and manage articles.

The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

A. Create a case queue forall created or updated cases.

B. Create a case report that displays all created or updated cases.

C. Create an email alert notification for Case Teams.

D. Create a case list view that is filtered by My Case Teams.

Universal containers is looking for ways to provide more proactive support and topromote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.

Whichtwo feature should the consultant recommend as part of the deployment?

A. Select two Twitter or Facebook accounts.

B. Create and assign permission sets to give agents social account access.

C. Retrieve Social Studio credentials.

D. Enable the Moderation feature to automatically create cases from posts.