Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. 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 standardization.

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Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

• A.Enable agents to create their own personal articles.
• B.Enable article customization for open cases.
• C.Enable suggested articles on new cases.
• D.Enable article submission during case close.
• E.Create an email template to send articles as PDF attachments.

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Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

• A.Web to case forms
• B.On-Demand Email-to-case
• C.Omni channel routing
• D.Standard email to case

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Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

• A.Customer Community
• B.Web-to-Case
• C.Embedded Chat Service
• D.Case Assignment Rules

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Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

• A.Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
• B.Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
• C.Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
• D.Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

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