UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

• A.Assign team-based roles to the associated product article types
• B.Assign team-based profiles to the associated product data category value
• C.Assign team-based profiles to the associated product article types
• D.Assign team-based roles to the associated product data category value

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Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

• A.set a cutoff date of 1.5 months before user acceptance testing for any change requests.
• B.Deliver the entire project simultaneously so as to present UC with a completed solution.
• C.Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
• D.Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

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

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Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers

• A.Require that an article be added when closing a case
• B.Set up an intuitive Data Category hierarchy
• C.Enable and configure wildcards for article searches
• D.Restrict the Manage Articles user permission

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Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

• A.Optimize queries to reduce the scope of Cases included with each search.
• B.Write an Apex trigger that deletes one case each time a new case is created.
• C.Ask contact center managers to review data each quarter to possibly delete.
• D.Create a data retention plan that archives or purges Cases at regular intervals.

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