Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers * Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

• A.Enable Salesforce social profile on contacts.
• B.Enable Social Customer Service.
• C.Create a Lightning Platform app for Facebook monitoring.
• D.Integrate Facebook to its existing Customer Community.

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Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

• A.Approval Process
• B.Lookup Filter
• C.Cross-Object Formula
• D.Auto-Add Milestones

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To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

• A.Assign article managers to public groups and specific publication states to each group.
• B.Assign article managers to publication teams and specific publication states to each team.
• C.Assign article managers to public groups and specific article actions to each group.
• D.Assign article managers to publication teams and specific article actions to each team.

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Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

• A.Restrict the Manage Articles user permission
• B.Set up an intuitive Data Category hierarchy
• C.Enable and configure wildcards for article searches
• D.Require that an article be added when closing a case

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The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers

• A.Chatter Group
• B.Web Chat
• C.Einstein Bots
• D.Call Center Agent

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