To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement?

• A.Add the Knowledge tab to the Service Console.
• B.Add the Knowledge component to the Case record page.
• C.Add the Knowledge related list to the Case record page.

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Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

• A.Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
• B.Create a workflow rule and email alert action that sends an email to the case contact when a case with the "Errata" record type is created
• C.Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
• D.Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

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Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

• A.Apex Trigger
• B.Approval Process
• C.Smart Links
• D.Article Translation

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A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

• A.Field Service with Integrated Payments
• B.Service Cloud Voice with Tele-pay
• C.Experience Cloud with Customer Account Portal template
• D.Einstein Bots with Credit Card Payments

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Universal Containers (UC) hired agents in an expansion of the contact center.
Getting agents up to speed and fully productive is a priority.
UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?

• A.Actions & Recommendations
• B.Einstein Next Best Action
• C.In-App Guidance

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