At Universal Containers, a support agent dedicated to one customer regularly handles complex
integration-related cases. In these cases, the agent collaborates with Universal Containers product development
team and the client's system integration. What would the consultant recommend to expedite the handling of
these cases?

• A.Build a repository of Knowledge articles related to integration and share it with the customer.
• B.Create a related child case and assign the child case to the product development team.
• C.Enable Chatter case feed and add product development team members to the case team.
• D.Create a private Chatter group with customers and invite key individuals to join the group.

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Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

• A.Marketing
• B.Enterprise Resource Planning (ERP)
• C.Telephony
• D.Order Fulfillment

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Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

• A.Use escalation rules for notifications and account teams to monitor cases.
• B.Use Process Builder for notifications and case teams to monitor cases.
• C.Use escalation rules for notifications and case teams to monitor cases.
• D.Use Process Builder for notifications and account teams to monitor cases.

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What process is a use case for Visual workflow? Choose 3 answers

• A.Cross-self promotions for representatives
• B.Assignment of email to a case queue based on subject
• C.Field validation during case creation
• D.Caller verification and creation of a new case
• E.Decision-based troubleshooting for representatives

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A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

• A.Einstein Reply Recommendations
• B.Validation Rules
• C.Service Analytics Predictions
• D.Einstein Next Best Action

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