Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

• A.Case Assignment
• B.Case Escalation
• C.Entitlements and Milestones
• D.Salesforce Console

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Auto Response rules work on which objects?

• A.Accounts and Opportunity
• B.Leads and Cases
• C.Leads and accounts
• D.Accounts and Cases

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Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers

• A.Attachments and .html files in Classic Knowledge are moved to the Files object.
• B.Visualforce pages refer to Classic article types.
• C.Approval process history migrate to Lightning Knowledge.
• D.Each article must be associated to a record type.
• E.Article numbers change during migration.

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A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

• A.Salesforce Knowledge
• B.Customer Community
• C.SOS Video Chat
• D.Field Service Lightning

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

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

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