Which solution can be used to improve call deflection?

• A.Web chat
• B.Knowledge base
• C.Assignment rules
• D.Case routing
• E.Community forum

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Universal Containers' contact center would like to measure and communicate case escalation rates to
management. Which solution should a consultant recommend to meet this requirement?

• A.Create a case report with a custom summary formula to calculate the percentage of escalated cases
• B.Create a bucket field on a report to calculate the percentage of escalated cases
• C.Create a daily snapshot report of all cases and calculate percentage of escalated cases
• D.Create a formula field on the case record to calculate percentage of escalated cases

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Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is
the first step required to configure Omni Channel?

• A.Contact Salesforce to have Omni Channel enabled.
• B.Assign Users to the Omni Channel Feature License.
• C.Enable Omni Channel in Setup.
• D.Assign Users to Omni Channel permissions.

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A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

• A.Create a task related to the article with a reminder set for the article start date.
• B.Set the article publish date to automatically display the article on the start datE.
• C.Send an email reminder to update the article status to Published on the start date.
• D.Create a workflow rule to update the article status to Published on the article start date.

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Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

• A.Social Customer Service for Twitter and Facebook.
• B.Einstein Bot social queues.
• C.Social Persona for Twitter and Facebook.
• D.Social Media Marketing message tagging.

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