What should a consultant recommend to address this problem?

The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?
A . Limit Customers to 5 Cases per day.
B . Provide a self-help Customer Community.
C . Add more support phone lines.
D . Ask sales reps to respond to support Cases.

Answer: B

Which three statements should be considered?

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.

Which three statements should be considered? Choose 3 answers
A . Attachments and .html files in Classic Knowledge are moved to the Files object.
B . Visualforce pages refer to Classic article types.
C . Each article must be associated to a record type.
D . Approval process history migrate to Lightning Knowledge.
E . Article numbers change during migration.

Answer: A,C,D

Which solution should a consultant recommend to prevent this scenario from happening in the future?

A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support.

Which solution should a consultant recommend to prevent this scenario from happening in the future?
A . Add the entitlement related list to account page layouts.
B . Add the entitlement lookup field to case page layouts.
C . Add a Validation Rule that ensures each Case has an entitlement.
D . Add a Validation Rule that ensures each Account has an entitlement.

Answer: A

Which factor should a Consultant consider as part of the migration strategy?

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.

Which factor should a Consultant consider as part of the migration strategy?
A . Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
B . Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
C . Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
D . Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport.

Answer: D

system?

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

Answer: B, D

Which solution should a consultant recommend?

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.

Answer: D

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

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.

Answer: B