Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

• A.Add the Question action to Chatter in the community publisher.
• B.Enable web -to -case on their public website.
• C.Use a community template to set up their customer community.
• D.Enable Live Agent in their community to chat with an agent.

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Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

• A.set a cutoff date of 1.5 months before user acceptance testing for any change requests.
• B.Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
• C.Deliver the entire project simultaneously so as to present UC with a completed solution.
• D.Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

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Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

• A.Web-to-Case
• B.Email-to-Case
• C.Salesforce for Outlook
• D.On-Demand Email-to-Case

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Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

• A.Implement Field Service Lightning.
• B.Integrate with an enterprise resource planning system.
• C.Develop and publish a knowledge management system
• D.Configure Visual Flows on Salesforce mobile.

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A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.
What should the agent do next?

• A.End the messaging session with the customer.
• B.Mark the messaging session as customer Inactive.
• C.Leave the messaging session with the customer open.

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