Universal Containers wants to add functionality to its Service Cloud implementation so customers are able to add digital files to case records.
Which functionality should a consultant recommend to meet these requirements?

• A.Email-to-Case
• B.Web-to-Case
• C.Slack Connect

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Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

• A.Case escalation
• B.Entitlements
• C.Omni-channel
• D.Case milestones

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UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

• A.Number of closed cases
• B.Number of outbound calls per day
• C.Number of attempts to contact
• D.Number of lead referrals

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Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

• A.Create a data retention plan that archives or purges Cases at regular intervals.
• B.Ask contact center managers to review data each quarter to possibly delete.
• C.Write an Apex trigger that deletes one case each time a new case is created.
• D.Optimize queries to reduce the scope of Cases included with each search.

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Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

• A.Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
• B.Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
• C.Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
• D.Use case auto-response rules to send an email to support managers within one hour of case creation.

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