UC wants to implement a Knowledge management process with the following requirements: It must contain
four different kinds of content: customer FAQs, product specifications, contact center procedures, and product
manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products,
or all 56 products. Any product-related content created by contact center agents must be approved by the
contact center manager and the Knowledge manager before being published. Product content should only be
visible internally to contact center agents who handle the product. How should a consultant recommend that
Knowledge be configured?
Choose 3 answers.

• A.Define approval processes for each product
• B.Define approval processes for each article type
• C.Configure data category values for each product
• D.Configure workflow rules for each data category
• E.Configure article types for each kind of content

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The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.
Which solution should a consultant recommend?

• A.Use Data Loader periodically to assign these cases to a default owner.
• B.Create a case validation rule to ensure cases are owned by a user when closed.
• C.Create a case assignment rule to ensure cases are owned by a user when closed.

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

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

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An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

• A.Provide additional training on tools and process
• B.Extend benefits to part-time agents
• C.Mix telephony interactions with email and chat
• D.Allow shift trading between agents

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

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