Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

• A.Omni-channel Queue-based routing
• B.Omni-channel Skills-based routing
• C.Case Skills-based Assignment Rules
• D.Chat Queue-based routing

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To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

• A.Add the Knowledge related list to the Case record page.
• B.Add the Knowledge tab to the Service Console.
• C.Add Knowledge Data Categories to each Case.
• D.Add the Knowledge Component to the Case record page.

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Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?

• A.Email-to-Case
• B.deg -Demand Email-to-Case
• C.Email relay

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Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

• A.Define Case Auto-Response Rules.
• B.Establish Case Assignment Rules.
• C.Create a Process Builder with Scheduled Actions.
• D.Configure Case Escalation Rules.

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Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

• A.Contact Salesforce to send a report on article efficacy.
• B.Send out a monthly survey to customers requesting feedback.
• C.Install Knowledge Base Dashboards and Reports AppExchange package.
• D.Create a group of super users that will evaluate and manage articles.

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