Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers

• A.Restrict visibility of the views
• B.Remove filter criteria from the views
• C.Filter the views by case owner
• D.Reduce the number of fields displayed

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Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

• A.Publish ongoing updates to the community knowledge base with details about the upgrade.
• B.Notify customers once the upgrade is completed and full services are restored.
• C.Send routine status updates to customers via Chatter during the upgrade.
• D.Communicate information about the upgrade to customers in advance.
• E.Replace the default outage page with a custom page containing upgrade information.

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Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

• A.Implement Salesforce Knowledge on a portal.
• B.Enable service contracts and entitlements.
• C.Implement Salesforce Console for Service to support agents.
• D.Leverage Live Agent for web-based chat.

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The VP of Service at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

• A.Time to Answer
• B.First Call Resolution
• C.Service-Level Agreements
• D.Average Handle Time

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Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are a. How should Knowledge be configured? Choose 2 answers.

• A.Create three data categories for each product area (Personal Banking, Mortgage, CD).
• B.Create three article types for each product area (Personal Banking, Mortgage, CD).
• C.Create two data categories to display information (Question/Answer, Product Info).
• D.Create two article types to display information (Question/Answer, Product Info).

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