to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

• A.Add the knowledge related list to the case record page
• B.Add the knowledge tab to the service console
• C.Add knowledge component to case record page
• D.Add knowledge data categories to each case

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Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?

• A.Einstein Case Routing
• B.Screen Flow
• C.Omni-Channel Supervisor
• D.Case Escalation Rules

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When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

• A.Case queues
• B.Case assignment rules
• C.Case dashboards
• D.Case custom reports

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Which three are characteristics of Visual Workflow? Choose 3 answers

• A.Apex code must be used to update fields in the database.
• B.Elements can be used to pass data to legacy systems.
• C.Apex code must be used to pass data to legacy systems.
• D.Only one version of a flow can be activated at a time.
• E.Elements can be used to update fields in the database.

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The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

• A.Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
• B.Create a central "Contact Us" page which provides access to all available channels.
• C.Enforce that customers must search the knowledgebase before they can see the Contact Us page.
• D.Optimize the customer community for mobile devices to have access to the same support as desktops.
• E.Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

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