Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

• A.Use Process Builder for notifications and case teams to monitor cases.
• B.Use escalation rules for notifications and account teams to monitor cases.
• C.Use escalation rules for notifications and case teams to monitor cases.
• D.Use Process Builder for notifications and account teams to monitor cases.

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What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

• A.Number of solutions created by agent
• B.Number of cases escalated by agent
• C.Number of articles created by agent
• D.Number of articles attached to a case

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A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

• A.Community
• B.Email to Case
• C.Web to Case
• D.On Demand Email to Case

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Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

• A.Contract details related to the entitlement
• B.Articles appearing in the Knowledge sidebar
• C.Knowledge articles attached to the case
• D.Products and assets associated to the case

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Cloud Kicks support agents are getting too many emails due to case ownership changes.
What should the admin recommend to solve the issue?

• A.Create a screen flow to change the case owner and bypass the new ownership email.
• B.Uncheck the "Notify Case Owners when Case Ownership Changes" checkbox in Support Settings.
• C.Instruct users to uncheck the "Send notification email" checkbox when changing the owner.

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