Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'

• A.Configure Path for Cases.
• B.Improve Validation Ru!e messages.
• C.Implement record types and pege layouts.
• D.Use Einstein Next Best Action.

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what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

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

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The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)

• A.Measure & reward agents based on the # of new articles submitted for approval
• B.Measure & reward agents based on the # of new articles approved for publication
• C.Create a dashboard for articles submitted by agents & approved for publication
• D.Require agents to check a box on case when submitting a new suggested article

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Universal Containers (UC) created a new mobile app that enables customers to place orders and track
fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should
be added to meet this requirement? Choose 2 answers

• A.Salesforce Knowledgebase
• B.Chatter Groups
• C.Field Service Lightning
• D.Service Cloud SOS

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A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

• A.Case resolution time
• B.All open cases by Channel
• C.All open Cases by Priority
• D.All Cases closed Month-to-date
• E.All Cases by Customer

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