Universal Containers wants to create a process to verify that customers are eligible for support before a case is
creates. A consultant recommends using entitlement management to meet this requirement. Which benefit
would be realized by using the entitlement management feature? Choose 2 answers.

• A.Ability to prompt callers for the service contract number within IVR menus
• B.Ability to enforce service levels with the time-dependent processes
• C.Ability to determine if a customer has escalated a case in the past
• D.Ability to specify unique service levels for each customer

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Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

• A.Implement Customer Communities with Knowledge.
• B.Implement Employee Communities with Content.
• C.Implement Customer Communities with Content.
• D.Implement Partner Communities with Knowledge.

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What method can NOT be leveraged to capture Cases in addition to via the Case tab?

• A.Chatter feeds
• B.Self Service Portal
• C.Email to Case
• D.Customer Portal

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A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?

• A.Verify that users have access to the chat buttons.
• B.Verify that users are assigned the chat user profile.
• C.Verify that users are assigned the chat feature license.
• D.Verify that users have access to the chat public group.

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Universal Containers would like to provide their contact center agents with a map image of their customers
location based on the Shipping Address of their Account Record. What should a consultant recommend as part
of the solution?

• A.A custom tab of type URL that displays a map image of customer location
• B.A Web Service call-out that retrieves map details from the backend system
• C.A mashup integration on the Account page to a third-party mapping service
• D.An outbound message to a middleware platform to provide map details

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