Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

• A.Auto-response rules
• B.Assignment rules
• C.Workflow rules
• D.Validation rules

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Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

• A.A knowledge article life cycle that is implemented correctly the first time and does not need to change
• B.Reduced first contact resolution
• C.A knowledge article life cycle that evolves based on usage and demand
• D.Reduced issue resolution time

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Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

• A.It allows voicemails to be captured and stored as attachments on cases
• B.It is an intermediary between a telephony system and a Salesforce CRM call center user
• C.It utilizes the SoftPhone capability from within the Salesforce application
• D.It is a server based software program that controls the behavior of a Salesforce SoftPhone

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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.

• A.Create a report that display the # of articles searched during the past 2 months
• B.Report that displays # of new articles created during the past 2 months
• C.Report displays # of articles associated to data categories during past 2 months
• D.Report that displays # of cases with articles attached during the past 2 months

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A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

• A.Lightning Console enablement
• B.Call Center Definition File creation
• C.CTI Adapter configuration
• D.Service Console case creation configuration

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