Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system.
Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?

• A.Add images to an HTML file.
• B.Ensure each image is less than 25 MB.
• C.Change all images to JPEG files.

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Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization-wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution.
Which strategy should a consultant recommend?

• A.Create a dashboard using Reporting Snapshots.
• B.Create a dashboard for each support manager.
• C.Create a Dynamic Dashboard.

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The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?

• A.Set up analytical snapshots to capture key case Information and create historical trending reports.
• B.Create reports to analyze data in order to understand peak times and ensure adequate.
• C.Create case escalation rules to route high-priority cases directly to supervisors for resolution.

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Universal Containers wants to implement a customer service community.
The goal of the community is to enable community members to access, create, and manage cases online.
How should the consultant implement these requirements?

• A.Create a sharing rule to share the contact record with the community member.
• B.Change the org-wide default for cases and contacts internal access to private.
• C.Set up a sharing set to grant access based on the community member's contact record.
• D.Update the case assignment rule to add the community member to the predefined case team.

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universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

• A.Social Conversation component
• B.Omni channel
• C.Appexchange solution
• D.Custom lightning component

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