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

Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work more efficiently.Which two features requires Service Cloud?

The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks. Which feature should a Consultant implement to address this concern?

Why would customer upgrade from self-service to customer portal (Choose 3)?

In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking theproduction copy and making sure agents can work from the production copy until production is restored.The results of the exercise are provided to Enterprise Security as part of an annual audit.What should a Consultant recommend to support this exercise?

UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.Which methodology should the Consultant recommend given the requirements?

Using Import Wizard, how many Asset records can you import at a time?

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?(Choose 1 answer)

Which technology will allow a client to enable ideas on a public website? There are two correct answers.

What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

Universal Containers initiates cases based on electronic 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 needs to 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

A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? (Choose 2)

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

Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers