Universal Containers plans to deploy Salesforce Service Console to its support team.
Which three steps should be considered in deployment?
Choose three answers

• A.Customize highlights panels for all objects.
• B.Set up users and assign them to a queue.
• C.Set up interaction logs and assign them to user profiles.
• D.Customize case list views.
• E.Assign users the Service Cloud User feature license.

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UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

• A.Workforce management and customer satisfaction score
• B.Agent skill-based routing and predictive dialer
• C.Average handling time and first call resolution time
• D.Automatic call distributor and interactive voice response

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Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

• A.Allow agents to create Knowledge articles when closing a case.
• B.Add the Submit Feedback button to articles.
• C.Add the Submit Feedback button on the Solutions tab.
• D.Require agents to create Knowledge articles when opening a case.

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Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

• A.Design a custom object to track credit requests and route them regionally using assignment rules
• B.Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
• C.Enable the self-service portal to generate logins for the hospital staff by region.
• D.Use cases to track the credit requests and route than to regional teams using assignment rules

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Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

• A.Live Agent
• B.Process Builder Assignment
• C.Case Assignment Rules
• D.Omni Channel

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