Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

• A.Create an Entitlement Process.
• B.Configure Service Contracts.
• C.Enable Work Orders.
• D.Set up Milestones.

Comment: *

Name: *

Email: *

Verification: *

Which solution can be used to improve call deflection?

• A.Case routing
• B.Assignment rules
• C.Knowledge base
• D.Community forum
• E.Web chat

Comment: *

Name: *

Email: *

Verification: *

The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

• A.Measure and reward agents based on the number of new articles submitted for approval.
• B.Measure and reward agents based on the number of new articles approved for publication.
• C.Create a dashboard that includes articles submitted by agents and approved for publication.
• D.Require agents to check a box on the case when submitting a new suggested article.

Comment: *

Name: *

Email: *

Verification: *

Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

• A.Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
• B.Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
• C.Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
• D.Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created

Comment: *

Name: *

Email: *

Verification: *

Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

• A.Normalize database
• B.Develop data map
• C.Perform data cleaning
• D.Enable data validation rules

Comment: *

Name: *

Email: *

Verification: *