vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?

• A.Create a macro to send an email with the article to customer
• B.create an auto response rule to send the article to teh customer
• C.create a workflow email alert to send the artilce to the customer
• D.create a lightning email template to sned artilce to customer

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UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

• A.Implement Service Cloud console to support agents
• B.Enable service contracts and entitlements
• C.Leverage Live Agent for web-based chat
• D.Implement Salesforce Knowledge on a portal

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A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

• A.Create an API integration between Salesforce and the telephony system.
• B.Use a computer telephony integration (CTI) adapter that supports its telephony system.
• C.Build a custom computer telephony integration (CTI) adapter using the Toolkit.
• D.Implement an on demand telephony solution provided by a vendor.

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Universal Containers need to determine whether the work orders and customer contacts should be stored as chil cases or on a related custom object.
Which three aspect should the consultant consider to meet the requirements?
Choose 3 answers

• A.Visibility and accesst to the work order records
• B.Total number of accound and contact records in the database
• C.Case closure rules on the original case
• D.Accoun team relationship to the primary contact
• E.Work order and customer contact escalation requiements

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Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

• A.Facebook Messaging
• B.Escalation Rules
• C.Chat
• D.Case Auto-Response

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