UC must 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 the 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. What solution should a consultant recommend?

• A.Create a Visualforce page that retrieves payment information via a Web Service call-out
• B.Create a custom web service to handle invoice inserts and updates from the billing system
• C.Import payment data into Salesforce and add to the contact page layout related list
• D.Create a custom tab of type URL that displays a search page from the billing system

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Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

• A.Enable Chat in an Experience Cloud site.
• B.Create a self-service Help Center.
• C.Implement Case Assignment Rules.
• D.Allow Comments on Knowledge articles.

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Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

• A.Most Linked Articles
• B.Search Activity Gaps
• C.Most Revised Articles
• D.Top Articles sorted descending

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Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

• A.Chatter Groups
• B.Field Service Lightning
• C.Salesforce Knowledgebase
• D.Service Cloud SOS

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Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

• A.Create a Knowledge Visualforce component on the case detail page.
• B.Activate Knowledge One within the Salesforce Console for Service.
• C.Activate Knowledge One on the case detail page.
• D.Create a Knowledge Visualforce component within the Salesforce Console for Service.

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