The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

Universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

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 wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

For which purpose should a contact center use Visual Flow?

Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates. Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.What is the recommended running user to meet the requirements?

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case. What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.What is the recommended method to decrease the time it takes to close cases?

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

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

The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.Which solution should be implemented to support this?

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.Which two features should a Consultant recommend? Choose 2 answers

A company receives support requests through a variety of email addresses and web forms for different parts of the business. Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?