What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

• A.Numberof cases escalated by agent
• B.Number of articles created by agent
• C.Number of solutions created by agent
• D.Number of articles attached to a case

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Universal Containers requires that users have the ability to view specific cases, as determined by the product
type field on the case. An email should be sent to the users when a case to which they have access is created or
closed. What should a consultant recommend to meet these requirements? (Choose 2)

• A.Escalation rules
• B.Workflow rules
• C.Auto-response rules
• D.Case teams

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Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

• A.Human Resources (HR) help desk
• B.Telesales center
• C.Information Technology (IT) help desk
• D.Telemarketing center

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Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

• A.Migrate closed cases with milestones and entitlements
• B.Migrate open and closed cases without milestones and entitlements
• C.Migrate open and closed cases with milestones and entitlements
• D.Migrate closed cases to a custom read-only object

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For which purpose should a contact center use visual workflow?

• A.To escalate a case to the support manager if it has been open for more than 72 hours.
• B.To assign follow-up tasks to an agent one week after a case is closed.
• C.To automate business processes for agents who troubleshoot customer support issues via phone.
• D.To automatically assign cases to a specific queue based on the customer support level.

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