UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

• A.Customer Chatter groups
• B.Web-to-Case
• C.On-Demand Email-to-Case
• D.Email-to-Case

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Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?

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

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Universal containers is implementing salesforce knowledge and immediately wants to begin building a
repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be
accomplished?

• A.Define a data category called FAQ and assign category visibility to users in the contact centre role.
• B.Create an FAQ article type and configure the enable suggested articles option in support settings.
• C.Create an FAQ article type and enable the submit articles feature on the case close page layout.
• D.Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

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Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to relatedobjects in a single view while working on a case.
How should the requirement be met?

• A.Create a custom report
• B.Create a custom view on the Case tab
• C.Create a custom Visualforce page
• D.Create a custom related list on the case

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The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

• A.Create auto response templates for emails.
• B.Enable Knowledge in a Service Cloud portal.
• C.Enable Chatter for agent collaboration.
• D.Enable Ideas in a Service Cloud portal.

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