Support agents need to verify that customers are eligible to receive customer support before they can update
the
Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

• A.Service contracts
• B.Products
• C.Contacts
• D.Case history

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Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants to avoid a large volume of invalid cases.
Which tool should the consultant use to meet the requirements?

• A.On-Demand Email-to-Case
• B.Web-to-Case
• C.AppExchange Package

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Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers

• A.Social Customer Service
• B.Messaging
• C.Chat
• D.Service Console

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Universal Containers had tech support and general customer teams that use unique service console
applications.
Which two configuration should a consultant use when deploying the console?

• A.Assign users a permission with access to the service console app
• B.Assign users a sharing rule with access to the service console app
• C.Assign users a profile with access to the service console app
• D.Assign user to public group with access to the service console app

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Universal Containers' customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times.
Which functionality should the consultant recommend to address the problem?

• A.Embedded Chat window
• B.Contact requests
• C.Web-to-Case

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