Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?

• A.Case teams
• B.Case swarms
• C.Account teams

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Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the
quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

• A.Create a group of super users that will evaluate and manage articles.
• B.Send out a monthly survey to customers requesting feedback.
• C.Install Knowledge Base Dashboards and Reports AppExchange package.
• D.Contact Salesforce to send a report on article efficacy.

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Forwhich purpose should a contact center use Visual Flow?

• A.To escalate to the support managerif it has been open for more than 72 hours
• B.To assign follow-up tasks to an agent one week after a case is closed.
• C.To automate business processes for agents who troubleshoot customer support issues via phone
• D.To automatically assign cases to a specific queue based on the customer support level

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Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

• A.Contact Requests
• B.Social Customer Service
• C.Embedded Chat Window
• D.Open CT1

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As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

• A.Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
• B.Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.
• C.Prepare a single .csv file that can be used to migrate all article types at once and include with a.properties file in a.zip for import
• D.Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.

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