Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are a. How should Knowledge be configured? Choose 2 answers.

• A.Create two data categories to display information (Question/Answer, Product Info).
• B.Create three article types for each product area (Personal Banking, Mortgage, CD).
• C.Create two article types to display information (Question/Answer, Product Info).
• D.Create three data categories for each product area (Personal Banking, Mortgage, CD).

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The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

• A.Enable Knowledge in a Service Cloud portal.
• B.Enable Chatter for agent collaboration.
• C.Create auto response templates for emails.
• D.Enable Ideas in a Service Cloud portal.

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Which two configuration steps are required before quick actions can be used in Macros?

• A.Global Actions needs on the publisher layout.
• B.Quick Actions must be enabled in the org.
• C.The specific quick action must be added to the case Feed.
• D.The specific quick action must be added to the case record Type.

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Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

• A.Provide a timeline that addresses all the requirements.
• B.Organize the requirements from largest to smallest.
• C.Prioritize the requirements based on who submitted them.
• D.Identify the requirements needed for initial GoLive.

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A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

• A.Community
• B.Email to Case
• C.Web to Case
• D.On Demand Email to Case

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