Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.Which measure can satisfy this requirement?

Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

A manager would like information on which Knowledge articles are used most often by call center agents.Which report should a consultant use to identify the Knowledge articles that are used most often?

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

Which two capabilities of Lightning Knowledge ensure accurate content in articles? (Choose 2)

Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case. What should a Consultant recommend to address this issue?

When a Self Service Portal User adds a Case Comment the following actions take place?