Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

• A.Communicate information about the upgrade to customers in advance.
• B.Replace the default outage page with a custom page containing upgrade information.
• C.Publish ongoing updates to the community knowledge base with details about the upgrade.
• D.Send routine status updates to customers via Chatter during the upgrade.
• E.Notify customers once the upgrade is completed and full services are restored.

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Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. Thecompany attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

• A.Train support agents
• B.Reduce the cost per call
• C.Hire additional support agents
• D.Align agent performance goals with KPIs

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Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

• A.Set a validation rule
• B.Enable Case Merge.
• C.Configuration a blocking duplicate rule
• D.Create an auto-launched flow.

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The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

• A.Number of cases closed by self-service users.
• B.Average call handle time by team.
• C.Number of Knowledge articles created each month.
• D.Number of cases created using Communities by month.

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Universal Containers wants to display a list of open cases, data form an external system, and knowledge
articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

• A.Create a custom Visualforce page to display case list view, external system, and knowledge articles
• B.Configure the agent console and display the articles, case view, and external system custom object
• C.Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge
  sidebar.
• D.Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge

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