A client's Support Call Center has seen an increase in call volume on a new product line. The agents are
having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

• A.Create a dashboard to track and manage call volumes by type.
• B.Create Knowledge Articles and publish internally and publicly.
• C.Configure Omni-channel to assign cases directly to Tier 2.
• D.Configure IVR routing to bypass Tier 1 for the product line.

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Universal Containers wants to restrict to access to accounts and contacts. All users should be able to see all accounts, but only edit the accounts they own. Users should be able to edit only the contacts for the accounts they own. To meet requirements, what should be the organization-wide default access for accounts and contacts?

• A.Set accounts to private and contacts to controlled by parent.
• B.Set accounts to public read-only and contacts to controlled by parent.
• C.Set accounts to public read-only and contacts to private.
• D.Set accounts to private and contacts to private.

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Universal Containers has enabled Social Accounts and contacts. When a sales representative accesses a contact within Salesforce, the representative is unable to see detailed information from the contacts Facebook profile (e.g. contacts wall postings).
What is preventing the sales representative from accessing detailed information on the contacts Facebook page?

• A.Universal Containers must purchase the Facebook license to access public information for its users
• B.The link to the Facebook profile is not configured with the administrator password to access detailed information
• C.The information shown is based on the sales representative's connection level with the contact on Facebook
• D.The fields configured by Universal Containers administrator on the contact page layout are missing

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Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

• A.Approval Process that assigns an Article to a Reviewer Queue.
• B.Validation Rules for article record types to verify all fields during creation.
• C.Knowledge Action to Publish an Article once the Article is approved.
• D.Data Category to assign an article record type to a Reviewer.

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How many reports should you design for optimal usability?

• A.Five to seven reports per role
• B.The more the better, as long as you are using a clear naming convention
• C.As many as needed per role, without over whelming users
• D.Up to 10 reports per role

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