What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? 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 implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

Universal Containers is implementing a call center using CTI (Computer-telephony integration).Which three items, at a minimum, must be implemented and deployed to ensure success?Choose 3 answers

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 options

A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.What should a consultant recommend to automate the approval process?

Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

Auto Response rules work on which objects?

Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:1. Support attachments up to 30 MB per inquiry 2. Over 10,000 inquiries per dayWhat solution should a consultant recommend to meet these requirements?

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.Which two features should a consultant integrate of the Service Console? Choose 2 answers

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers

Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.How should this be accomplished?

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.When implementing Salesforce, what solution should a consultant recommend for this scenario?

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers