Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

• A.Contact Request
• B.Mobile Connect
• C.omni Channel
• D.Field Service

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Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.

• A.Integration with Field service teams and apps
• B.Performance for high volume of interactions
• C.Strategies to maximize call deflection
• D.Integration with Lead Generation team and apps

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Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

• A.Use a new customer Path on Contact to capture details.
• B.Use an auto-launched flow to capture details.
• C.Use a global quick action to capture details.
• D.Use Open CTI with Pop to flow to capture details.

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Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

• A.Update case data for a customer.
• B.Post report information on Chatter.
• C.Run and view Salesforce reports.
• D.Review existing cases for an account.

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Which solution should a consultant recommend?

• A.Create a visualforce page called knowledge sidebar on the case page layout.
• B.Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
• C.Enable the knowledge sidebar related list on the case page layout.
• D.Enable the knowledge sidebar setting in the case support settings.
• E.Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

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