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

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Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

• A.Customer Community
• B.Case Assignment Rules
• C.Web-to-Case
• D.Embedded Chat Service

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The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

• A.Create an article action for each record type and assign them to each team based on their product specialization
• B.Create a data category for each product and assign them to each team bases on their product specialization
• C.Create a page layout for each article type and assign them to each team based on their product specialization
• D.Create a permission set for each record type and assign them to each team based on their product specialization

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Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

• A.Create a Visualforce page that retrieves payment information via a Web Service call-out.
• B.Create a custom tab of type URL that displays a search page from the billing system.
• C.Import payment data into Salesforce and add to the contact page layout as a related list.
• D.Use Lightning Connect to connect and access data in real-time from the billing system.

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For which purpose should a contact center use Visual Flow?

• A.To assign follow-up tasks to an agent one week after a case is closed.
• B.To automatically assign cases to a specific queue based on the customer support level
• C.To escalate to the support manager if it has been open for more than 72 hours
• D.To automate business processes for agents who troubleshoot customer support issues via phone

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