Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?

• A.Omni-Channel Routing
• B.Milestones & Entitlements processes
• C.Case Assignment rules

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Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

• A.Enablesocial profile and add workflow rules to the contact object
• B.Use the routing queues provided with Salesforce for Twitterand Facebook
• C.Use Twitter-to-Case and add workflow rules to the case object
• D.Enable social profile and add assignment rules to the case object

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Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

• A.Number of cases escalated
• B.Average number of days to close cases
• C.Number of open cases per day
• D.Number of closed cases on first call
• E.Number of new customers added

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Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

• A.High Volume Customer Portal
• B.Customer Community
• C.Lightning External Apps Starter
• D.Customer Community Plus

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Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?

• A.Create a single entitlement process on both the Case and the Work Order.
• B.Create a Flow to assign the entitlement process to the Work Order.
• C.Create separate entitlement processes for the Case and Work Order.

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