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
When implementing Salesforce, what solution should a consultant recommend for this scenario?
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article
type, but can successfully create Install Notes article type. Support Managers have confirmed that
articles of type FAQ exist in Production.
How should a consultant correct this problem?
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also
want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the
functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?
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?
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized
into four groups reflecting UC's four different product lines. Each group's manager would like a report
on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?
Agents at Universal Containers are required to update the case status to Waiting for Customer after
they send an email to the case contact. Support Managers are noticing that many Agents are
forgetting to perform this step.
What should a consultant recommend to address this problem?
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and
submit a case if they need more information.
What should the consultant recommend to meet the requirements?
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move
it to Production.
Which deployment solution should a consultant use?
Universal Containers wants Service Console users to be able to view and update product usage data
that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives
is to deflect customer's interaction with a support agent while still providing relevant answers to the
How can a consultant automate the use of suggested articles to accomplish this goal?
A. An email to case inquiry
B. On-demand email to case
C. While holding for a support agent
D. Web-to-case question
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send
knowledge articles to the customer.
What should a consultant configure to satisfy this request?
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning
Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How
can a Consultant migrate the file attachments?
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
Universal Containers has an upcoming maintenance window where read-only access will be
available. Which two actions will Universal Containers be able to perform during this window?
Choose 2 answers