Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

• A.Implement Salesforce Console for Service to support agents.
• B.Leverage Live Agent for web-based chat.
• C.Enable service contracts and entitlements.
• D.Implement Salesforce Knowledge on a portal.

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Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

• A.Set up communication channel layouts in the object manager to use Insert Article into Social post.
• B.Set up insert Article into Social post and enable the customer community portal.
• C.Create a Chatter group and invite the customer to join with an external chatter user.
• D.Create a Visualforce page on the customer community portal.

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Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.
Which mobile development option should the consultant recommend?

• A.Create two custom mobile apps, one for Apple and the other for Android.
• B.Explain that community users can access the site through a web browser.
• C.Use Salesforce Mobile Publisher to create a common app for both Apple and Android.

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Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

• A.Use an auto-launched flow to capture details.
• B.Use a global quick action to capture details.
• C.Use Open CTI with Pop to flow to capture details.
• D.Use a new customer Path on Contact to capture details.

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The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

• A.An email to case inquiry
• B.On-demand email to case
• C.While holding for a support agent
• D.Web-to-case question

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