Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers

• A.Filter the views by case owner.
• B.Restrict visibility of the views.
• C.Reduce the number of fields displayed.
• D.Remove filter criteria from the views.

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

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A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

• A.Create a dashboard to track and manage call volumes by type.
• B.Configure Omni-channel to assign cases directly to Tier 2.
• C.Create Knowledge Articles and publish internally and publicly.
• D.Configure IVR routing to bypass Tier 1 for the product line.

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Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

• A.Set up an intuitive Data Category hierarchy
• B.Restrict the Manage Articles user permission
• C.Enable and configure wildcards for article searches
• D.Require that an article be added when closing a case

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The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.
What should a consultant configure to send the article to the customer?

• A.Set up the Case Deflection component to share Knowledge articles.
• B.Create a Macro to send an email with Knowledge articles.
• C.Create an auto-response rule that links to Knowledge articles.

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