Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

• A.Retrieve Social Studio credentials.
• B.Enable the Moderation feature to automatically create cases from posts.
• C.Select two Twitter or Facebook accounts.
• D.Create and assign permission sets to give agents social account access.

Comment: *

Name: *

Email: *

Verification: *

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

• A.Web -to -Case
• B.Chatter Questions
• C.Community
• D.Live Agent

Comment: *

Name: *

Email: *

Verification: *

Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

• A.Enable the Knowledge sidebar setting in the case support settings.
• 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.Create a Visualforce page called Knowledge sidebar on the case page layout.

Comment: *

Name: *

Email: *

Verification: *

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

Comment: *

Name: *

Email: *

Verification: *

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

• A.Assign team-based roles to the associated product article types
• B.Assign team-based profiles to the associated product data category value
• C.Assign team-based profiles to the associated product article types
• D.Assign team-based roles to the associated product data category value

Comment: *

Name: *

Email: *

Verification: *