Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

• A.Implement Employee Communities with Content.
• B.Implement Partner Communities with Knowledge.
• C.Implement Customer Communities with Content.
• D.Implement Customer Communities with Knowledge.

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Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

• A.Number of new customers added
• B.Number of open cases per day
• C.Number of closed cases on first call
• D.Average number of days to close cases
• E.Number of cases escalated

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The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

• A.Enable Knowledge in a Service Cloud portal.
• B.Enable Ideas in a Service Cloud portal.
• C.Enable Chatter for agent collaboration.
• D.Create auto response templates for emails.

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Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)

• A.Chatter groups for customer
• B.Predictive dialer for outbound calls
• C.Mobile access to case information
• D.Visibility into service entitlements

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Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

• A.Migrate agents to Force.com Connect Offline during deployment
• B.Deploy in phases using countries as pilots
• C.Migrate case data and deploy to all users at office
• D.Deploy based on the number of trainers available

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