Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

• A.Average days to close
• B.Abandon rate
• C.First call resolution
• D.Average handle time

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The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

• A.Create case teams and introduce swarming to resolve cases.
• B.Enable the Service Cloud Console and Knowledge sidebar for agents.
• C.Enable and use Chatter feed tracking on the case object.
• D.Create escalation rules to re-assign cases after SLAs have expired.

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Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers

• A.Remove Apex code references to the Article RecordType field.
• B.Rename the Visualforce page to "Lightning Knowledge"
• C.Configure the Visualforce page to use the Lightning Design System.
• D.Remove Apex code references to the ArticleType field.

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UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

• A.Prioritize customer calls based on their SLA
• B.Enable agents to transfer calls to other agents
• C.Implement a customer self-service portal
• D.Cross-train agents on both product lines

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One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

• A.Log a Data Recovery case with Salesforce Support.
• B.Restore the data using the available backup.
• C.Manually update the corrupt data to correct it.
• D.Use Data Loader to delete the corrupt data.

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