Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

• A.Monitoring the case escalation rule queue to confirm service levels are met
• B.Identifying the customer contact associated with a particular stage of a service contract
• C.Displaying whether a case response complies with a customer's service level agreement
• D.Representing metrics such as first-response and resolution time on cases

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Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

• A.Enable Live Agent in their community to chat with an agent.
• B.Assign the correct Salesforce users to the Call Center.
• C.Assign the Salesforce CTI license to Salesforce users.
• D.Create a softphone layout and assign to user profiles.
• E.Install an adapter from AppExdiange to work with third-party on systems.

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Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

• A.Add conditional logic to the instructions
• B.Create a formula to build the macro logic around
• C.Add multiple ELSE IF blocks after the IF block
• D.Add a formula block to the macro

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The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?

• A.Omni-Channel
• B.Case Assignment Rules
• C.Case Auto-Response Rules
• D.Visual Workflow

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Universal Containers wants to deploy the Service Cloud to its contact centers located across North America,
Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its
centers worldwide.
Which approach should a consultant recommend in this scenario?

• A.Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and
  reporting.
• B.Assign a global team of experienced agents and leaders to create a common design template and report
  structure.
• C.Assign teams in each major contact center to design a solution unique to its needs and have an analyst
  build a combined report.
• D.Recommend that the VP of Worldwide Support design a global template to provide a clear vision and
  tandardization.

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