Universal Containers wants to provide its five million customers a solution where customers can submit
inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

• A.Employee Community
• B.Customer Community
• C.Company Community
• D.Partner Community

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What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

• A.Useintegrated voice response
• B.Increase the Call-to-Order ratio
• C.Use suggested Knowledge articles
• D.Bypass entitlement verification

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UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

• A.Use workflow rules to send an email to the customer
• B.Use assignment rules to assign the case to a case queue
• C.Use escalation rules to assign the case to a case queue
• D.Use auto-response rules to send an email to the customer

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

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

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Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?

• A.Implement an adapter using the Telephony API.
• B.Build an adapter using the telephony vendor's toolkit.
• C.Implement an adapter built on Open CTI.
• D.Move to a cloud -based telephony system.

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