Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

• A.Add the Entitlements related list to the Account Page Layout.
• B.Configure Success, Warning, and Violation Actions for Milestones.
• C.Create a Report of all active Entitlements grouped by Customers.
• D.Configure Assignment Rules based on Case Priority.

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

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

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

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Name: *

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What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

• A.Create a permission set for each record type; assign permissions to service agents.
• B.Create an article action for each record type; assign record types to service agents.
• C.Create a data category for each product; assign data categories to service agents.
• D.Create a page layout for each record type; assign layouts to service agents.

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