Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

• A.Have agents manually create Users when Community access is requested by Customers.
• B.Send email notifications to all Customers to join the Community.
• C.Identify active Customers and send them registration instructions via email.
• D.Have agents provide Customers with Community registration instructions when working a case.

Comment: *

Name: *

Email: *

Verification: *

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

• A.Social Customer Service for Twitter and Facebook.
• B.Einstein Bot social queues.
• C.Social Media Marketing message tagging.
• D.Social Persona for Twitter and Facebook.

Comment: *

Name: *

Email: *

Verification: *

Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

• A.Let the dashboard viewers choose
• B.The VP of service
• C.The dashboard viewer
• D.The user creating the dashboard

Comment: *

Name: *

Email: *

Verification: *

Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

• A.Create a Visualforce page on the customer community portal.
• B.Create a Chatter group and invite the customer to join with an external chatter user.
• C.Set up insert Article into Social post and enable the customer community portal.
• D.Set up communication channel layouts in the object manager to use Insert Article into Social post.

Comment: *

Name: *

Email: *

Verification: *

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

Comment: *

Name: *

Email: *

Verification: *