Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

• A.Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
• B.Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
• C.Assign a global team of experienced agents and leaders to create a common design template and report structure.
• D.Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

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UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

• A.Use Chatter case feed and case teams to monitor cases
• B.Use an assignment rule to assign new cases to the product manager
• C.Use an escalation rule to move cases into the product manager queue
• D.Use a workflow rule to send an email to the product manager

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Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

• A.Visual Workflow
• B.Lightning Knowledge
• C.Process Builder
• D.Macros

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A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

• A.Escalation Rules
• B.Chatter Groups
• C.Public Groups
• D.Mass Email

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Which solution can be used to improve call deflection?

• A.Web chat
• B.Case routing
• C.Assignment rules
• D.Community forum
• E.Knowledge base

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