Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

• A.Use Lightning Connect to connect and access data in real-time from the billing system.
• B.Create a custom tab of type URL that displays a search page from the billing system.
• C.Import payment data into Salesforce and add to the contact page layout as a related list.
• D.Create a Visualforce page that retrieves payment information via a Web Service call-out.

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A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?

• A.Implement Case Swarming.
• B.Implement Einstein Bots.
• C.Implement Skills-Based Routing.

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Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

• A.Set up IVR with an automated response for customers affected by the recall to defect calls.
• B.Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
• C.Set up a customer survey for customers calling in to identify the severity and impact of the recall.
• D.Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

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Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

• A.Email-to-Case
• B.web-to-Case
• C.An AppExchange package
• D.On-Demand Email-to-Case

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Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

• A.Article Translation
• B.Approval Process
• C.Smart Links
• D.Apex Trigger

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