Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to
20 minutes each to complete.
What is a cost-effective method for agents to create these activities?

• A.Navigate a Screen Flow.
• B.Execute a macro.
• C.Leverage Einstein Case Wrap-Up.

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Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

• A.Mass Transfer Records, change sets, and Visual Studio Code
• B.Data loader, change sets, and Force.com Excel Connector
• C.Visual Workflow, data loader, and Force.com IDE
• D.Visual Studio Code and change sets

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The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?

• A.Case report grouped by Call Center
• B.Case History report grouped by Call Center
• C.Dynamic Dashboard grouped by Call Center

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The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

• A.Create a data category for each product and assign them to each team bases on their product specialization
• B.Create a permission set for each record type and assign them to each team based on their product specialization
• C.Create an article action for each record type and assign them to each team based on their product specialization
• D.Create a page layout for each article type and assign them to each team based on their product specialization

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Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

• A.Entitlements and Milestones
• B.Salesforce Console
• C.Case Assignment
• D.Case Escalation

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